Aeonix

Contact Center
Administrator User Guide

Version 3.0

Document Edition 3.1

The information contained in this document is proprietary and is subject to all relevant
copyright, patent and other laws protecting intellectual property, as well as any specific
agreement protecting TADIRAN TELECOM (TTL) L.P.’s (herein referred to as the
“Manufacturer”) rights in the aforesaid information. Neither this document nor the
information contained herein may be published, reproduced or disclosed to third parties,
in whole or in part, without the express, prior, written permission of the Manufacturer. In
addition, any use of this document or the information contained herein for any purposes
other than those for which it was disclosed is strictly forbidden.

The Manufacturer reserves the right, without prior notice or liability, to make changes in
equipment design or specifications.

Information supplied by the Manufacturer is believed to be accurate and reliable.

However, no responsibility is assumed by the Manufacturer for the use thereof nor for the
rights of third parties which may be affected in any way by the use thereof.

Any representation(s) in this document concerning performance of the Manufacturer’s

product(s) are for informational purposes only and are not warranties of future
performance, either express or implied. The Manufacturer’s standard limited warranty,
stated in its sales contract or order confirmation form, is the only warranty offered by the
Manufacturer in relation thereto.

This document may contain flaws, omissions or typesetting errors; no warranty is granted
nor liability assumed in relation thereto unless specifically undertaken in the
Manufacturer’s sales contract or order confirmation. Information contained herein is
periodically updated and changes will be incorporated into subsequent editions. If you
have encountered an error, please notify the Manufacturer. All specifications are subject
to change without prior notice.

© Copyright by TADIRAN TELECOM (TTL) L.P., 2013-2017.

All rights reserved worldwide.

A ll tra d e m a rk s c o n ta in e d h e re in a re th e p ro p e rty o f th e ir re s p e c tiv e h o ld e rs .

 Disclaimer
The illustrations and other views, telephone displays or screen captures appearing in this
manual are examples used to explain more clearly how the features and controls are used.
Therefore, what appears on the display or screen capture in the illustrations may differ
from what appears on the actual equipment, and some of the illustrations may represent
something impossible in actual operation. The functions that can be used and the
information that can be displayed will differ depending on the telephony state and
external equipment being connected. The names of companies, products, people,
characters, and/or data mentioned herein are fictitious and are in no way intended to
represent any real individual, company, product, or event, unless otherwise noted.
 Record of Changes

Edition Issue Date Brief Description

No.
3.1 Jan-17-2017 ACC Version 3.0. ACC announcing file if no IVR port is
available. Sync ACC agent and Aeonix CFW/DND
behaviors. ACC retain database for up to 3 years. GCCS
reading customer ANI in Collect Callback Info action.
Outbound Caller ID for callback, abandoned call, dial list
calls in IRN Services. New fields in JDBC Interface
Connections.
3.0 Aug-20-2016 ACC Version 3.0. Removed ACC Lite. Removed
Viewing Licensing Information section. Removed IVR
Ports tab. Removed Trunks and IVR Ports sections.
Added Import/Export Agent Definitions files. Added
Import/Export GCCS Scripts files. Formatted and
prepared as input for Flare publication single source to
website and online help.
2.2 Apr-20-2014 Shifts in Aeonix Contact Center Lite
2.1 Apr-02-2014 Aeonix Logger reserved mapping fields, new Tadiran
logo, removed configuring the interface to a WFM
application, removed dialogic based IVR ports, Visor
Group icons, login screen, DDE events for outgoing calls
2.0 Dec-31-2014 Version 2.40, ODBC.ini Configuration updated, better
handling for shifts, smtp server access configuration
1.2 June-01-2014 Version 2, Announce to Agent, Forced Resume Time,
JDBC, odbc.ini configuration example, stored procedures
1.1 May-02-2013 Version 1, Minor changes
1.0 Feb-14-2013 Version 1, Tadiran look & feel
Table of Contents

CHAPTER 1 — PREFACE ............................................................................................................... 1

ABOUT THIS GUIDE .............................................................................................................................. 1
DOCUMENTATION ................................................................................................................................. 1
TYPOGRAPHICAL CONVENTIONS ....................................................................................................... 2
CHAPTER 2 — AEONIX CONTACT CENTER OVERVIEW ......................................... 3
HOW TO INVOKE ONE OF THE AEONIX CONTACT CENTER APPLICATIONS ............................. 6
CHAPTER 3 — THE ADMINISTRATION APPLICATION ............................................. 7
OVERVIEW OF THE ADMINISTRATION APPLICATION.................................................................... 7
The Administration Application Main Screen......................................................................... 7
Aeonix Contact Center Administration Application Menu Bar ......................................... 7
CONFIGURING AGENT ........................................................................................................................ 11
Configuring Agent Details .......................................................................................................... 12
Configuring the Agent Groups .................................................................................................. 15
Configuring Agents Skills ........................................................................................................... 17
CONFIGURING THE AGENTS’ CLASS OF SERVICE (COS).......................................................... 19
Configuring Agent COS Details................................................................................................ 20
Configuring Agent COS Agents ................................................................................................ 23
Configuring Agent Boards .......................................................................................................... 25
CONFIGURING GROUPS ...................................................................................................................... 27
Configuring Group Details ........................................................................................................ 28
Configuring Groups’ Agents ...................................................................................................... 31
Configuring Group Thresholds ................................................................................................. 33
Configuring Group Staffing ....................................................................................................... 37
CONFIGURING SUPER GROUPS ......................................................................................................... 39
Configuring Super Group Details ............................................................................................ 40
Configuring Super Group Groups ............................................................................................ 41
CONFIGURING SUPERVISORS ............................................................................................................ 43
Configuring Supervisor Details ................................................................................................ 44
Configuring Supervisor Groups ................................................................................................ 46
Configuring Supervisor Super Groups ................................................................................... 48
CONFIGURING SERVICES ................................................................................................................... 50
Configuring Service Details ....................................................................................................... 51
Configuring Service Announcers .............................................................................................. 55
Configuring Services Destination............................................................................................. 57
Configuring Service Overflow ................................................................................................... 59
Configuring Service Interflow ................................................................................................... 62
Configuring Service No Agents ................................................................................................. 64
Configuring Service Callbacks.................................................................................................. 66
Configuring Service Automatic Callbacks to Abandoned Callers .................................. 70
Configuring IRN ............................................................................................................................ 74
 Configuring IRN Details ............................................................................................................. 75
Configuring the IRN Call Profile ............................................................................................. 78
Configuring IRN Skills................................................................................................................. 80
Configuring IRN Destination ..................................................................................................... 81
CONFIGURING DOMAINS ................................................................................................................... 83
Configuring Domain Details...................................................................................................... 85
Configuring ANI Prefix Details ................................................................................................ 87
Configuring Domain Call Profile............................................................................................. 89
Configuring Domain Skills ......................................................................................................... 91
Configuring Domain Destination ............................................................................................. 92
CONFIGURING CUSTOMERS .............................................................................................................. 94
Configuring Customer Details .................................................................................................. 95
Configuring Customer Skills ...................................................................................................... 97
CONFIGURING DNIS NUMBERS....................................................................................................... 98
Configuring DNIS Number Details .......................................................................................... 99
CONFIGURING DIAL LISTS ............................................................................................................. 101
Configuring Dial List Details ................................................................................................. 102
Configuring Dial List Input ..................................................................................................... 110
Configuring Dial List Output.................................................................................................. 113
Configuring Dial List Scheduling .......................................................................................... 116
Configuring Dial Lists Call Profile ...................................................................................... 118
Configuring Dial List Skills..................................................................................................... 120
Configuring Dial Lists Advanced Definitions .................................................................... 121
Configuring Dial Lists Dialing Rules ................................................................................... 123
CONFIGURING IVR APPLICATIONS .............................................................................................. 125
Configuring IVR Application Details ................................................................................... 126
CONFIGURING MAIL ACCOUNTS .................................................................................................. 127
Configuring Mail Account Details ........................................................................................ 128
Configuring Mail Account Incoming Parameters ............................................................ 130
Configuring Mail Account Outgoing Parameters ............................................................ 132
CONFIGURING GENERAL SYSTEM PARAMETERS ..................................................................... 134
Configuring System Working Times ..................................................................................... 135
Configuring the System Call Profile ..................................................................................... 139
Configuring the PBX CTI Link Parameters ....................................................................... 141
Configuring MIS Parameters.................................................................................................. 146
Configuring System Miscellaneous Parameters................................................................ 148
Configuring System IVR Ports................................................................................................ 151
Configuring System Skills ........................................................................................................ 155
Configuring System Incomplete Destinations .................................................................... 157
Configuring System Tagged Codes ....................................................................................... 159
Configuring System Outbound Parameters ........................................................................ 161
Configuring Time Zones and Daylight Saving for Outbound Calls ............................ 166
Configuring Do Not Call (DNC) and Call Lists for Outbound Calls ......................... 168
Configuring System Internet Parameters for Chat Contacts......................................... 171
 Configuring Internet Chat Responses .................................................................................. 173
Configuring System Internet Parameters for Sending Emails ...................................... 175
Import / Export of Agent Scripts and GCCS Scripts ........................................................ 177
Configuring DB Backup Parameters .................................................................................... 188
Restore from Backup ................................................................................................................. 190
Configuring External DB Connections ................................................................................ 192
ODBC.INI CONFIGURATION .......................................................................................................... 195
Configuring the Interface for the Aeonix Logger.............................................................. 197
Configuring the Interface to a CRM Application.............................................................. 199
Configuring the Interface to a Cradle to Grave Application ........................................ 201
CHAPTER 4 — THE GCCS ADMINISTRATION APPLICATION .......................... 202
OVERVIEW ......................................................................................................................................... 202
USING GCCS ADMINISTRATION .................................................................................................. 203
The GCCS Administration Screen. ........................................................................................ 203
The GCCS Administration Menu Bar. ................................................................................. 205
The GCCS Administration Tool Bar ..................................................................................... 206
The Aeonix Contact Center GCCS Administration Setup Dialog Box ....................... 207
Viewing and Modifying Scripts .............................................................................................. 209
Browsing for Wave files ........................................................................................................... 211
GCCS AVAILABLE ACTIONS ........................................................................................................ 212
Configuring the Announce Action ......................................................................................... 212
Configuring the Announce Place in Queue Action........................................................... 217
Configuring the Announce Wait Time Action .................................................................... 218
Configuring the Branch To Script Action ........................................................................... 219
Configuring the Change Call Profile Script Action ......................................................... 220
Configuring the Collect Callback Info Action ................................................................... 222
Configuring the Customer Query Action............................................................................. 226
Configuring the Decision Action ........................................................................................... 227
Configuring the Dial Digits Action ....................................................................................... 229
Configuring the Factory Hook Action.................................................................................. 230
Configuring the Get Digits Action......................................................................................... 231
Configuring the Get Next Record Action ............................................................................ 233
Configuring Hang-Up Action ................................................................................................. 234
Configuring the Increase/Decrease Action......................................................................... 234
Configuring IVR Application Start Action .......................................................................... 235
Configuring the IVR Application End Action..................................................................... 235
Configuring the Logic Switch Action ................................................................................... 236
Configuring the Login Primary Groups Action................................................................. 238
Configuring the Login/Logout Primary Groups ............................................................... 239
Configuring the Logout Primary Groups Action .............................................................. 243
Configuring the Menu Action ................................................................................................. 244
Configuring Overflow Action ................................................................................................. 246
Configuring Play Callback File Action ............................................................................... 247
Configuring Play File Action.................................................................................................. 248
 Configuring the Release Action ............................................................................................. 249
Configuring the Release/Resume Action ............................................................................. 250
Configuring the Resume Action ............................................................................................. 252
Configuring the Send Message Action ................................................................................. 253
Configuring the Send Page Action ........................................................................................ 254
Configuring the SQLConnect Action .................................................................................... 255
Configuring the SQLDisconnect Action .............................................................................. 256
Configuring the SQLExecute Action ..................................................................................... 257
Configuring the Transfer Action ............................................................................................ 259
Configuring the Wait Action ................................................................................................... 260
CHAPTER 5 — THE WALL BOARD ADMINISTRATION APPLICATION ...... 261
OVERVIEW OF THE WALL BOARD ADMINISTRATION APPLICATION ................................... 261
Aeonix Contact Center Wall Board Administration Main Screen ............................... 261
THE MESSAGE EDITOR WINDOW ................................................................................................. 262
Adding Parameters to a Message .......................................................................................... 265
Changing the Message Colors................................................................................................ 268
Parameter Group Assignment Rules .................................................................................... 269
THE WALLBOARD WINDOW .......................................................................................................... 270
The Wallboard Window – Config. Tab ................................................................................ 270
The Wallboard Window – The Scenario Tab ..................................................................... 273
The Wallboard Window – The Pop-up Tab ........................................................................ 276
Chapter 1 — Preface

About This Guide

This guide describes how to use the Aeonix Contact Center Administration application,
the Aeonix Contact Center Graphical Call Control Script Administration application and
the Wallboard Administration application. It describes how to configure the system to
route calls. It is intended for contact center administrators.

Note: For hands-on information on the Aeonix Contact Center Administration, the
Aeonix Contact Center Call Control Scripts Administration, the Aeonix Contact
Center Graphical Call Control Script Administration and the Wallboard
Administration applications, please refer to the On-Line help. For a description of
many of the Aeonix Contact Center concepts and terms used in this document, refer
to the Glossary.

Documentation
The following documents are available for the Aeonix Contact Center system:

Context Sensitive On Line Help

Aeonix Contact Center Administrator User Guide – This Guide

Aeonix Contact Center Visor User Manual

Aeonix Contact Center Agent User Manual

Aeonix Contact Center Product Description

Aeonix Contact Center for Coral Installation and Getting Started Guide

Aeonix Installation Manual (Disc-3)

Aeonix Contact Center Visor and Agent Clients Installation Manual

Aeonix Contact Center Cradle to Grave Users Guide

Integration with CRM Applications - Reference Guide

1 Aeonix Contact Center – Administrator User Guide

Typographical Conventions

Various typographical conventions are used throughout this guide to help you follow the
text. The following formats identify specific information:

A ria l F o n t Words that appears in th is fo n t are actual words that appear in

the windows and dialog boxes of the software applications
Italic Font Apart from the name of the product itself and the application
names, words that appears in italic indicate a cross-reference to
other sections or figures within this guide
Important notes are preceded by the word “Note:” presented in
Note: bold typeface, with lines above and below.

<T e x t e n c lo s e d Text enclosed by angle brackets and in Arial font indicates the
b y a n g le name of a key on the keyboard or a mouse button. (For example,
b ra c k e ts a n d in the <E n te r> key)
A ria l fo n t>

2 Aeonix Contact Center – Administrator User Guide

Chapter 2 — Aeonix Contact Center Overview

The Aeonix Contact Center is a comprehensive voice routing and management system
designed to control and monitors the interaction, distribution, and handling activities of a
call center.
The Aeonix Contact Center modular architecture allows users to change the
functionality and structure of their Contact Center easily and smoothly, and its scalability
enables an organization to grow without the need for massive investments. The Aeonix
Contact Center encompasses the elements needed to ensure a superior service for both
the Contact Center and its customers.
The Aeonix Contact Center Visor applications monitor Contact Center activities,
generate reports that summarize the past performance of the system over a given time
period, and provide statistical analysis of the Contact Center behavior within a specified
period. Moreover, the supervisor can control and adjust the contact center staffing and
behavior to address changing conditions
The Aeonix Contact Center enables the Contact Center manager to design a routing
plan and accurately assess Contact Center activity trends. Based on this information,
management can provide the most efficient personnel allocation plan to meet the call
center requirements, by modifying routing according to their needs.

The main routing features are:

Intelligent Routing Numbers (IRN) are used as entry points to the routing system. At
different times of the day, an IRN may be assigned different route destinations—for
example, a service, Call Control Script, or external dialed number. Aeonix Contact
Center offers the call center administrator several call routing methods from which to
choose, including route by ANI, best skill fit, priority, and so on.
Call Control Scripts (CCS) that, teamed with the IVR, collect information on a caller (for
example, what service is required), and provide information to the caller using recorded
voice files. A Call Control Script defines a number of actions that can be applied to a call.
As soon as a call enters the system, the IRN can be sent to a Call Control Script.
Announcers can also offer callers, who are waiting in a queue for an available agent, to a
Call Control Script.
Dynamic updating of a call profile is done during call processing. Each call that enters
the call center via an IRN is assigned a call profile. A call profile is a list of fields
associated with the call, whose number and content change dynamically as the call is
routed through the system. The information in the call profile is used to route the call to
the service or agent best suited to handle it, and collects information about the caller. The
Aeonix Contact Center defines up to 500 custom call profile fields, all of which can be
defined and assigned dynamically to the Call Control Scripts and/or the IRN that first
receives the call.
Aeonix Contact Center – Administrator User Guide 3
The Admin module within the Aeonix Contact Center includes the following
applications:

The Administration application

The GCCS Administration application

The Wallboard Administration application

• A tool that enables supervisors to communicate with groups of telephone
agents simultaneously, providing them with important information
immediately.
• Support for many types of wallboards on which authorized supervisors can
display messages. Supervisors can define different scenarios and pop-up
messages on wallboards.

The Visor module within the Aeonix Contact Center includes the following
applications:

The Real Time Monitoring application:

• An extensive range of pre-defined templates that enable supervisors to

define a wide selection of reports in order to obtain statistical and
graphical information concerning contact center activities. Real-time, daily
summary and hourly reports can be displayed.
• Dynamically control and assign agents to different groups for load
balancing purposes.
• Supervisors can save their own workspace after customizing it to their
specific information needs.

The Historical Reports application:

• A statistical analysis of system performance.

• Generated reports that summarize past call center activities to help detect
and solve problems, thus improving system efficiency. Data is displayed
in tabular or graphical format.
• Customized reports based on predefined templates.
• No need for any SQL knowledge.
• The ability to create custom reports without programming. Supervisors
can easily adjust and design the report template to suit their needs with
simple drag and drop actions.

Aeonix Contact Center – Administrator User Guide 4

 • The ability to schedule the generation of reports to non-working hours,
thus saving the waiting time for reports. Reports can be send to printers or
to be saved as files in various formats
• The ability to sort and filter reports according to specified criteria.
• The ability to export any generated report to a wide range of file formats
(for example, Microsoft Excel or a plain text file).
• The ability to create private reports for a specific supervisor, or global
reports for all supervisors.

Aeonix Contact Center – Administrator User Guide 5

How to invoke one of the Aeonix Contact Center Applications

Open the Aeonix Contact Center Supervisor folder on your desktop, and double click
the appropriate application icon. Alternatively, use the Start menu to navigate to the
Aeonix Contact Center Supervisor folder and click on the appropriate icon there.

Figure 1 - 1: The Aeonix Contact Center Supervisor Program Group

If this is the first Aeonix Contact Center application launched on this computer, a login
dialog box will prompt the user for a user name and password. If the user is authorized,
the application will be opened.

Figure 1 - 2: The Aeonix Contact Center Visor Login Dialog Box

Note: At least one supervisor with administrator authorization is defined in every system.
“EA” is the user name and “E1996” is the password. Both user name and password are
case insensitive.

Aeonix Contact Center – Administrator User Guide 6

Chapter 3 — The Administration Application
Overview of the Administration Application
The Administration Application Main Screen
The Aeonix Contact Center Administration application main screen appears when you
log into the Aeonix Contact Center Administration application.

The window includes a menu bar with various options and a toolbar displaying icons that
the user can click to activate some of the main menu options. The rest of the window is a
work area where entity screens are configured and displayed.

Aeonix Contact Center Administration Application Menu Bar

The Main Menu

The Aeonix Contact Center Administration Application Menu Bar contains the
following items:

Entities Define or modify the attributes of Aeonix Contact Center objects. It is

also used for terminating all the open Visor applications

Tools Provides options for activating the GCCS Administration application.

Sort Provides options for sorting by name or number

Window Arrange open windows and toggle between open application windows

Help Obtain context-sensitive on-line help about the Aeonix Contact

Center Administration application.

Figure 1 - 1: The Aeonix Contact Center Administration Application Toolbar

The Entities Menu

The Entities menu provides the following options:

Aeonix Contact Center – Administrator User Guide 7

Note: Each entity can also be selected by clicking the corresponding icon in the toolbar.
See the table below as a guide.

Entity Icon Description

Agents Opens a window for configuring agents.

Groups Opens a window for configuring groups.

Super Groups Opens a window for configuring super groups.

Supervisors Opens a window for configuring supervisors.

Services Opens a window for configuring services.

IRN Opens a window for configuring the IRN.

Domains Opens a window for configuring Domains.

Customers Opens a window for configuring customer details.
DNIS Opens a window for configuring DNIS.

Dial Lists Opens a window for configuring Dial Lists.

IVR Applications Opens a window for configuring IVR Applications.
Mail Accounts Opens a window for configuring Mail Accounts.
System Opens a window for configuring system parameters.
Graphical CCS Opens the Graphical Call Control (GCCS)
Administration application.
Logout and Exit Exits the Aeonix Contact Center Administration
application and all other open Visor applications.
Exit Exits the Aeonix Contact Center Administration

The Sort Menu

The sort menu contains two options:

Option Description

Sort by name Sort the currently active list by name

Sort by number Sort the currently active list by number

Aeonix Contact Center – Administrator User Guide 8

The Tools Menu
The Tools menu contains the following options.

Option Description

Graphical CCS Opens the Graphical CCS Administration application.

The Windows Menu

The Window menu lists all currently open windows and allows you to organize them. To
switch the focus from one window to another, click the window you want to see.

Option Description
The windows are displayed in a tile format, one next to the
Tile
other.
Cascade The windows are cascaded one on top of the other.
List of all open windows. Select the required window to switch
Windows list
to it.

Aeonix Contact Center – Administrator User Guide 9

The Help Menu

The Help menu provides access to the online help, as well as information about the
Aeonix Contact Center Administration Application.

Option Description
Index Opens the index of the online help for the Aeonix Contact
Center Administration, enabling a topic search using
keywords.
Context Opens the online help for the current application only.

About Displays information about the Aeonix Contact Center

Administration application.

Quick Search
You can use Quick Search to locate specific entries in long lists. Click the Q u ic k S e a rc h
banner and select a field to define your search. As you type the cursor moves to the first
entry in the list that fits the prefix entered. You cannot enter a character that does not
match any entry.

Aeonix Contact Center – Administrator User Guide 10

Configuring Agent

The Agent configuration screens allow administrators to add and remove agents, to set
their properties, to assign them to, or remove them from, groups, and assign agents to one
of the multiple boards defined in Aeonix Contact Center.

Note: Aeonix Contact Center supports multiple agent boards. Agent boards are defined in
the Wallboard Administration application. For details on defining agent boards, see The
Wallboard Window – Config tab.

The Agent configuration screens consist of three tabs:

• Configuring Agent Details

• Configuring Agent Groups
• Configuring Agent Skills

 To open the Agent Configuration screen:

1. Click the Agents button in the Toolbar of the main application window
2. Click the Agents tab below the agents / agent COS scrollable list.

The Agent Configuration screens contain.

Agent List A scrollable list displaying the Name and Number of all the agents in
the system. Use the four navigational buttons below the list to move up
or down the list, return to the beginning or jump to the end of the list.

Note: Clicking the right mouse button on any agent in the list provides
options for sorting the list by Name or Number

New Click this button to activate a wizard to add a new agent to the list

Delete Click this button to delete an agent from the agent list

Tabs Area This area, at the right of the agent list, contains three tabs to configure
the selected agent Details, Groups, and Skills

Aeonix Contact Center – Administrator User Guide 11

Configuring Agent Details

Use the Details tab of the Agent Configuration window to configure the details of agents
in the system.

Figure 1 - 2: The Agent Details Configuration Screen

 To open the Agent Details configuration screen:

1. Click the Agents button in the Toolbar of the main application window.
2. Click the Agents tab below the agents / agent COS scrollable list.
3. Click the Details tab in the tabs area. The Agent Details configuration tab is
displayed.
The Details tab displays the details for the currently selected agent in the Agents list. It
contains the following options:

Name The name of the selected agent.

Aeonix Contact Center – Administrator User Guide 12

Agent Board The assigned agent board. Default is the first defined agent board.

Number The identification number of the selected agent.

Password Used by the agent, along with the agent number, to logon to the
system.
Class of The class of service to which the agent belongs. The class of service
service determines what operations are allowed or denied for this agent. For
example: the COS may deny the agent from being able to pick up calls
from the queue

Auto Answer When this check box is checked, the system will answer automatically,
on Incoming for the agent, on incoming ACD Voice calls.
ACD Voice
Calls Note: There is no alarming tone to warn the agent on the incoming
call.
Personal This parameter is used by the system to route email contacts to the
Email User agent’s email account. It is used only in cases where the OMS
Parameters (Organization Mail Server) uses the personal addressing mode (see
(User Name & Configuring System Internet Parameters for Email Contacts).
Password)

Call answer Use this area to define the method by which the next contact is routed
strategy to the agent when the agent becomes available. The strategy contains
two stages.
1. Determining the set of calls to be considered for routing, and
2. Selecting, from the set, a single call to route to the agent. This stage
include two levels, If, by the primary level two calls with equal
priority to the agent are found, then the secondary rule decides which
of the two will be the next call

Group Click the appropriate option to define the criteria for selecting
Select the set of calls:
By scanning groups in the order they appear in the agent’s
group list.
- Or -
By all groups without any priority.
- Or -
By TSF (The Target Service Factor). The TSF measures how
well the group provides the level of service, via the Target
ASA (Average Speed of Answer). Using this criterion, the
next call will be routed to an agent from the group with the
lower TSF, enabling that group to improve its TSF by

Aeonix Contact Center – Administrator User Guide 13

 balancing the load between groups

Call Primary Click the appropriate option to define the criteria

Select Rule for selecting a single call to route to the agent:
Answer the call that has been waiting the longest.
- Or -
Answer the call with the highest priority.
- Or -
Answer the call whose requirements are best
suited to the agent (that is, best skill fit).

Secondary Click the appropriate option for a single agent to

Rule either:
Answer the call that has been waiting the longest.
- Or -
Answer the call with the highest priority.
- Or -
Answer the call, whose requirements are best
suited to the agent (the best skill fit).

Aeonix Contact Center – Administrator User Guide 14

Configuring the Agent Groups

Any agent can work in up to 16 groups simultaneously. There are two different ways for
agents to login to groups.
The first method is to assign to an agent a list of his primary groups. Using the Agent
application, the agent can then login into all these groups in one button click.
The second method is to use the specific login/logout buttons on the Agent to
login/logout to/from a specific group.
The Groups tab of the Agents Configuration screen is used to edit the Primary Groups
assignment for agents in the system.

Figure 1 - 3: The Agent Groups Configuration Screen

 To open the Agent Groups configuration screen:

1. Click the Agents button in the Toolbar of the main application window.
2. Click the Agents tab below the agents / agent COS scrollable list.
3. Click the Groups tab in the tabs area. The Agent Groups configuration tab is
displayed.
Aeonix Contact Center – Administrator User Guide 15
The Groups tab displays the current group configuration for the selected agent in the
Agent list. It contains the following options:

Agent Groups This area displays the order and name of all the currently assigned
groups for the agent. The assignment configuration can be edited as
required.
For agents who are assigned a Call Answer Strategy of “by group
list order,” the list order defines the group from which the agent
will pick the next call. The first group has priority over the second
group when routing agent calls. For this reason, the Sort/Order
option cannot be used for this list.
For a full description, refer to Call Answer Strategy in Configuring
Agents Details.

Available Name of all the available (unassigned) groups in the system.

Groups

 To assign a group/groups to the selected agent:

Select the required group / groups in the A v a ila b le G ro u p s list, and drag it into the
A g e n t G ro u p s list (or click the A d d button). To add all groups click the A d d A ll
button.
 To un-assign a group from the selected agent:
Click the group / groups to be removed from the A g e n t G ro u p s list, and drag it into
the A v a ila b le G ro u p s list. To remove all groups click the R e m o v e A ll button.
 To change the order of the groups:
Click the group to be moved and drag it to the required position in the list.

Aeonix Contact Center – Administrator User Guide 16

Configuring Agents Skills

Use the Skills tab of the Agents Configuration window to edit the skills assignment for
agents in the system. If an agent is assigned a Call Answer Strategy of “by best skill fit,”
the system tries to match the skill of an agent with the specific requirements of a call
(although, if only one agent is free, the call goes to that agent, regardless of skills). If
many agents are available, the system attempts to match the call requirements with agent
skills, but it will not refuse a call because the necessary skills are not available. Agents
whose skills are frequently required can be defined as groups to facilitate the calls
process.

Figure 1 - 4: The Agents Skills Configuration Screen

 To open the Agent Skills configuration screen:

1. Click the Agents button in the Toolbar of the main application window.
2. Click the Agents tab below the agents / agent COS scrollable list.
3. Click the Skills tab in the tabs area. The Agents Skills configuration tab is
displayed.

Aeonix Contact Center – Administrator User Guide 17

The Skills tab displays the current skills configuration for the selected agent in the Agents
list. The agent’s skills are displayed as columns in a histogram, showing the preference
and capability percentages for each skill that the agent has.

Note: Skills should first be defined in the System Configuration window in the Skills tab.

An agent’s skill is measured by two parameters, preference and capability. The capability
is defined by the supervisor assessment of an agent’s ability to perform the skill.
Preference is defined according to the percentage at which the supervisor would like the
agent to be available to answer a call for that skill. The decision for assigning a call
depends on both the preference and capability percentages.

 To add a skill to the selected agent:

Right click within the skill area; select A d d S k ill>S k ill N a m e . Choose the C a p a b ility
L e v e l (1-100) and the P re fe re n c e L e v e l (1-100).

 To edit a skill to the selected agent:

Right click the column of the skill to be edited. Choose the C a p a b ility L e v e l (1-100)
and the P re fe re n c e L e v e l (1-100).

 To delete a skill assigned to the selected agent:

Right click the column of the skill to be deleted, and select D e le te S k ill from the
shortcut menu. The columns for the skill are removed from the histogram on the
Skills tab.

Aeonix Contact Center – Administrator User Guide 18

Configuring the Agents’ Class Of Service (COS)

The Agent COS configuration screens allow administrators to add or remove Agent COS
and to assign / de-assign agents to / from Agent COS. The COS property defines what
operations an agent can do, for example, whether the agent can or cannot changes a
toolbar layout. The Agent COS configuration screens consist of two tabs:

• Configuring Agent COS Details

• Configuring Agent COS Agents

 To open the Agent COS configuration screen:

1. Click the Agents button in the Toolbar of the main application window
2. Click the COS tab below the agents / agent COS scrollable list

The Agent COS Configuration screens contain.

Agent COS A scrollable list displaying the Name of the entire agent COS in the
List system. Use the four navigational buttons below the list to move up or
down the list, return to the beginning or jump to the end of the list.

New Click this button to activate a wizard to add a new agent COS to the
list
Delete Click this button to enable an agent COS to be deleted from the agent
COS list

Tabs Area This area, at the right of the agent COS list, contains two tabs that
enable the configuration of the selected agent’s COS Details and
Agents.

Aeonix Contact Center – Administrator User Guide 19

Configuring Agent COS Details

The COS property of an agent defines what operations an agent can or cannot do. For
example, whether the agent can or cannot changes a toolbar layout.
Use the Details tab of the Agent COS Configuration window to set or reset the available
features to the selected COS.

Figure 1 - 5: The Agent COS Details Configuration Screen

 To open the Agent COS Details configuration screen:

1. Click the Agents button in the Toolbar of the main application window.
2. Click the COS tab below the agents / agent COS scrollable list.
3. Click the Details tab in the tabs area. The Agents COS Details configuration tab is
displayed.

Aeonix Contact Center – Administrator User Guide 20

The Details tab contains the following options:

Name The name of the selected Agent’s Class Of Service.

ACD A set of ACD functions that may be enabled or disabled by the COS
Functions
Pickup From When selected, this check box allows agents who
ACD Calls belong to the selected COS to use the Queue calls
Queue. window to pick up calls waiting in their queue by
double-clicking the call.

Initiate When selected, this check box allows agents who

Specific belong to the selected COS to use the specific
Login/Logout. login/logout buttons to login/logout to/from a single
group. The specific group may or may not be part of
the agent’s primary groups list.

Display This set of options gives/denies the agent the ability to design a
Options personalized workspace (toolbar, windows, and so on).

Change When selected, this check box allows an agent to

Toolbar add/ remove buttons to/from the toolbar.
Layout

Change When selected, this check box allows the agent to

Window’s add/ remove columns to/from the different windows
Columns. with which the agent works.

Windows This set of options gives/denies the agent the permission to use each
Allowed of the windows with which the agent works.

Setup When selected, this check box allows the agent to

use the setup window.

Note: If Setup is not checked, the ‘Change Toolbar

Layout’ Checkbox will be grayed out.

Call Status When selected, this check box allows the agent to
use the call status window. This window displays
each active call at the agent extension (active means
a call on hold, a ringing call, a call the agent is
talking, and so on)

Aeonix Contact Center – Administrator User Guide 21

 Queue Calls If checked, enables the agent to use the ACD calls
window. This window displays all calls currently
waiting in queues that are relevant to the agent. The
agent may double-click a call to answer it.
Calls Log When selected, this check box allows the agent to
use the calls log window. This window displays all
calls that were handled by the agent during the
current shift (since last primary login) and gives the
agent the ability to add log information on each call

Telephone When selected, this check box allows the agent to

Manager use the telephone manager option

Desktop Wall When selected, this check box allows the agent to
Board use the desktop wall board

Agent Chat When selected, this check box allows the agent to
use the chat tree
Miscellaneous
DDE Events When selected, this check box allows the agent to
for Outgoing use DDE events for outgoing calls.
Calls

Aeonix Contact Center – Administrator User Guide 22

Configuring Agent COS Agents

Any agent can be assigned to a single Agent COS.

Figure 1 - 6: The Agent COS Agents Configuration Screen

 To open the Agent COS Agents configuration screen:

1. Click the Agents button in the Toolbar of the main application window.
2. Click the COS tab below the agents / agent COS scrollable list.
3. Click the Agents tab in the tabs area. The Agents COS Agents configuration tab is
displayed.

The Agents tab displays the agents assigned to the selected Agent COS in the Agent COS
list. It contains the following options:

COS Agents Name of all the assigned agents in to the selected Agent COS.
Available Name of all the available (unassigned) agents in the system.
agents

Aeonix Contact Center – Administrator User Guide 23

 To assign an agent/agents to the selected Agent COS:
Select the required agent / agents in the Available agents list, and drag the selection
into the COS Agent list (or click the A d d button). To add all agents click the A d d A ll
button.

 To un-assign an agent/agents from the selected Agent COS:

Click the agent / agents to be removed from the COS Agents list, and drag the
selection into the Available agents list. To remove all agents click the R e m o v e A ll
button.

Aeonix Contact Center – Administrator User Guide 24

Configuring Agent Boards

The Agent Boards configuration screen allows administrators to manage agent

assignment to agent boards. Assigning agents to agent boards in the Agent Boards
Configuration screen is similar to the assignment of agents to COS.

Note: An administrator can also assign an agent to an agent board in the Agent Details
view. Refer to Configuring Agent Details.

 To open the Agent Boards configuration screen:

1. Click the Agents button in the Toolbar of the main application window.
2. Click the Agent Board tab.

The Agent Boards Configuration screen contains:

Agent Boards List of all defined agent boards. The first board is selected by
default.

Boards Agents The names and numbers of the agents currently assigned to the
selected board.

Available Agents Names and numbers of all the available agents in the system, who
are not assigned to the selected agent board.
Add Select an agent from the Available Agents list and click A d d to
assign the agent to the selected board.
Add all To select and add all available agents to the selected board.

Remove Select an agent from the Board Agents list and click R e m o v e to
remove the agent from the selected board.

Remove All To select and remove all board agents from the selected board.

Quick Search You can quickly search for an agent in the Boards Agents or the
Available Agents lists, using the relevant Quick Search option.
You can search according to agent name or agent number. After
the system locates the requested agent, you can use the available
options to add/remove the agent, as needed.

Aeonix Contact Center – Administrator User Guide 25

Figure 1 - 7: The Agent Boards Configuration Screen

Note: When the supervisor sends a message to all agents using an agent board, it is
important that supervisor sends a message to all agent boards, because agents can be
assigned to different boards.

Aeonix Contact Center – Administrator User Guide 26

Configuring Groups

The Groups configuration screens allow administrators to add and remove groups, to set
their properties, and to assign / un assign agents to / from groups. The Groups
configuration screens consist of four tabs:

• Configuring Group Details

• Configuring Group Agents
• Configuring Group Thresholds
• Configuring Group Staffing

 To open the Group Configuration screen:

Click the Groups button in the Toolbar of the main application window

The Groups Configuration screens contain.

Groups List A scrollable list displaying the Name and Number of all the groups in
the system. Use the four navigational buttons below the list to move up
or down the list, return to the beginning or jump to the end of the list...

Note: Clicking the right mouse button on any group in the list provides
options for sorting the list by Name or Number

New Click this button to activate a wizard to add a new group to the list

Delete Click this button to delete a group from the groups list

Tabs Area This area, at the right of the agents list, contains four tabs that enable
the configuration of the selected group Details, Agents, and Skills

Aeonix Contact Center – Administrator User Guide 27

Configuring Group Details

Use the Details tab of the Groups Configuration window to configure the details of
groups in the system.

Figure 1 - 8: The Group Details Configuration Screen

 To open the Group Details configuration screen:

1. Click the Groups button in the Toolbar of the main application window.
2. Click the Details tab in the tabs area. The Groups Details configuration tab is
displayed.

Aeonix Contact Center – Administrator User Guide 28

The Details tab displays the following options:

Name A unique name for the group.

Number A unique number for the group.

Note: The Group Number is a virtual DN used by the Director to identify
the group. This DN must be unique throughout the Tadiran Aeonix PBX
or Coral PBX numbering plan.

Capabilities Use this area to set the type of contacts, such as e-mail, chat, etc., that the
area group can handle.

Note: Any enabled capability, requires a proper license in order to login to

this group. Any agent who logs into this group will decrease the available
licenses of this capability by one. The number of licenses of each
capability may be view in the system There is no way to view the number
of currently uses licenses of each capability

E-Mail Clicking this option allows the group to receive e-mail

only contacts only. To define the group for e-mail, check the
E-mail Only checkbox.

Note: A group that only handles e-mail calls may now be an

e-mail IRN destination only

Predictive Clicking this option allows the group to be a destination of a

Dial-List service that uses to handle Predictive Dial-Lists. A
Predictive Dial-List group cannot handle emails or other
capabilities.

Note: Predictive dial list is not applicable in the current

version. Check availability.

Other Clicking this option disables the E-Mail and Predictive Dial-
capabilities List options and allows usage of Chat, Callback, and
Progressive Dial-Lists
Chat Select Chat if the group is capable of handling
chat calls. If this checkbox is selected, each
agent that logs into this group requires a
license for handling chat calls.
Callback Select Callback if the group is capable of
handling outbound callback calls.
Progressive Select Progressive Dial list if the group is
Aeonix Contact Center – Administrator User Guide 29
 Dial list capable of handling outbound Progressive Dial
list calls. If this checkbox is selected, each
agent that logs into this group requires a
license for handling outbound Progressive Dial
list calls.
Statistical The Statistical section of the Group Details window enables you to
parameters configure various time interval parameters that are relevant to the
area monitoring of calls in the Contact Center system for the selected group:

Short Call A number representing the number of seconds after which a

threshold call must end, designated as a short call in the Contact
Center Reports
Target Target Average Speed of Answer. The amount of time (in
ASA seconds) that should elapse between the moment a call is
received to when it is answered. This parameter is used to
calculate the group’s Target Service Factor (TSF)
Max ACD A number representing the number of seconds that a call
Call Time must exceed to be counted as a long call.
Interval Determines the time period that will be monitored in the
Time real-time reports for the group. If this field is set to ten
minutes, for example, the real-time report for that group will
show statistical information relevant to the last ten minutes.
Service This parameter determines the time intervals in which calls
Time are monitored. The calls can be viewed in STI histogram
Intervals reports that show the number of calls answered, abandoned
and waiting in each given interval.

Aeonix Contact Center – Administrator User Guide 30

Configuring Groups’ Agents

Use the Agents tab of the Groups Configuration window to edit agent assignments for
groups in the system.

Figure 1 - 9: The Group Agents Configuration Screen

 To open the Groups Agents configuration screen:

1. Click the Groups button in the Toolbar of the main application window.
2. Click the Agents tab. The Groups Agents configuration tab is displayed.

The Agents tab displays the following options:

Group A scrollable list of agents who belong to the group.

agents Note: Since the order of groups in the list may affect the routing
consider the order of the list carefully (see Agent Search Criteria in
Configuring Services Details)
Available A scrollable list displaying all the agents in the system not assigned to
agents this group
Aeonix Contact Center – Administrator User Guide 31
 To assign an agent / agents to the selected group:
Select the required agent / agents in the Available Agents list, and drag the selection
into the Group agents list (or click the Add button). To add all agents click the Add
All button.

 To un-assign an agent / agents from the selected group:

Select the required agent / agents to be removed from the Group agent list, and drag
the selection into the Available agents list. To remove all agents click the Remove All
button.

 To change the order of the groups:

Click the agent to be moved and drag it into the required position in the list.

Aeonix Contact Center – Administrator User Guide 32

Configuring Group Thresholds

Threshold values are assigned to fields that are shown in the real-time reports. Each field
that has a threshold value attached to it may appear in the reports in three different
background colors, depending on the field’s current numerical value and its thresholds:

White (Default background color) indicates that the value shown is in the
normal zone (no alarm range).

Yellow Indicates that the value is in a low warning level zone (slightly too high
or too low).
Red Indicates that the value is in a high warning level zone (unacceptably
high or low).
Note: You may change the actual color displayed on the screen (see C o n fig u rin g th e
M IS p a ra m e te rs ). In that case the “Yellow level” thresholds may be viewed on screen in
another color.

Figure 1 - 10: The Group Thresholds Configuration Screen

Aeonix Contact Center – Administrator User Guide 33

The Threshold tab displays the following options per each field:

Name Name of the event field for which the threshold is specified.
Yellow This number defines the border between the Normal and low Warning
zones. If the field’s value for which the threshold is defined goes beyond
this value (or below, depending on the ‘Up’ value), it indicates that the
threshold has been exceeded.

Red This number defines the border between the low and high Warning zones. If
the field for which the threshold is defined goes beyond this value (or
below, depending on the ‘Up’ value), it indicates that the threshold has been
exceeded.

Up If the “UP” box is unmarked, this indicates that high values are preferred.
The normal range starts with infinity, and yellow > red, for example, 1.
If the “UP” box is marked, this indicates that low values are preferred. The
normal range starts with 0, and yellow < red.

The following table lists all the fields that may have threshold values assigned to them:

Number Of Waiting Calls Number of calls currently in the queue.

Number Calls Above Target ASA Number of calls currently in the queue waiting
above Target ASA seconds.
Avg. Call Wait Time (sec.) Average wait time in queue of currently queued
calls.
Number Of Logged In Agents Number of agents currently logged in to the
group.
Number Of Release Agents Number of agents currently logged in to the
group and in Release state.

Number Of Idle Agents Number of agents currently logged in to the

group and in Idle state.
Num. Of Agents On Non-ACD Number of agents currently logged in to the
Call group and busy with non-ACD calls.

The TSF For Time-Interval (%) Target Service Factor for the specified time
interval.
Number Of Abandoned Calls Number of abandoned calls. (An abandoned call
is a call during which the caller hangs up before
being serviced.)

Aeonix Contact Center – Administrator User Guide 34

Avg. Wait Time Of Abnd. Calls Average time an abandoned call waited in the
queue. (An abandoned call is a call during which
the caller hangs up before being answered.)

Num. Of Calls Intfl. From Group Number of interflowed calls in the group.

Avg. Wait Time Of Intfl. Calls Average time an interflowed call waited in the
queue.
RPH Of Group Rate Per Hour is the average number of calls
answered by the group per hour.

Avg. Wait Time In Queue (sec.) The average time a delayed call waited in the
queue.
Avg. ACD Talk Time (sec) The average time an agent talks on an ACD call.

Avg. Answer Time (sec.) The average time an agent is in Busy Out State
(that is, when the agent did not answer a routed
call within a prescribed time).

Idle State (sec) The time the agent is in the Idle state.
ACD Ring State (sec) The time that an ACD call rings an agent’s
extension.
ACD Talk State (sec) The time when no calls are being handled and the
agent is free to receive calls.

Wrap Up State (sec) The time the agent is in the wrap-up state.
NACD Inc State (sec) The time the agent is busy with an incoming non-
ACD call.
NACD Out State (sec) The time the agent is busy with an outgoing non-
ACD call.
Release State (sec) The time the agent is in the Release state.
NACD Out + Rls State (sec) The time the agent is busy with an outgoing non-
ACD call while the station is in Release state
.
NACD Inc + Rls State (sec) The time the agent is busy with an incoming non-
ACD call while the station is in Release state.

Busy + Release State (sec) The time an incoming call rings the agent’s
telephone.
Busy State (sec) The time the agent is in the Busy state. ACD calls
are not routed to an agent in this state.

Aeonix Contact Center – Administrator User Guide 35

Busy ACD Other Grp State (sec) The time the agent is busy with an ACD call
from another group.
O-ACD Rsrvd State (sec) The time the agent is reserved during
preparations for an outbound ACD call.

O-ACD Talk State (sec) The time the agent is busy talking on an
outbound ACD call.

Aeonix Contact Center – Administrator User Guide 36

Configuring Group Staffing

The Staffing tab enables you to define the number of agents required by a group on a
daily basis. Once defined, these numbers become the default settings. A calendar is then
generated for each group displaying the number of staff members required by the group
for each day of the week. The numbers can easily be modified, and changes take effect
from the date of modification onwards. The parameters defined here are used for the
staffing real-time and historical reports that measure the actual vs. required staffing.

Figure 1 - 11: The Group Staffing Configuration Screen

 To open the Groups Staffing configuration screen:

1. Click the Groups button in the Toolbar of the main application window.
2. Click the Staffing tab in the tabs area. The Groups Staffing configuration tab is
displayed.

The Staffing tab displays the Group list with the group’s name and number and a
calendar with the staffing configuration for the selected group in the Groups list. If no
configuration has been defined, you can define the staffing for each group.
Aeonix Contact Center – Administrator User Guide 37
Add Group If no configuration has been defined for the selected group, click the
to Staffing A d d G ro u p to Staffing button to define the staffing requirements.
The A d d G ro u p to Staffing dialog box is opened where you can define
the numbers required for each weekday.

Calendar The calendar displays the default staffing numbers for the current
month. You can scroll through the calendar to view previous or future
months. You may edit the staffing numbers directly on the calendar.
Changes take effect from the next day at midnight or system
initialization. Specific days, such as Christmas, can be edited
individually.

 To define staffing requirements for a selected group:

1. Click the A d d G ro u p to Staffing button.
The Add Group to Staffing window opens.
2. Enter the default number of staff required for each day of the week.
3. Click O K .
A calendar for the current month is generated displaying the date in black and the
default number of required staff in blue.

Note: If you have not defined the staffing requirements for a group, you will be asked
to do so when you initially select the group.

 To remove the staffing information for a selected group:

Click the R e m o v e G ro u p from Staffing button.

 To edit a default number in the calendar:

Click the number in the Defaults panel at the top of the calendar and edit as required.

Note: Any changes to the staffing information take effect from the point of
modification onwards from the next day at midnight.

 To edit the staffing number for a specific day, such as Christmas:

Click the day that you want to edit and change the number.

Aeonix Contact Center – Administrator User Guide 38

Configuring Super Groups

A Super Group allows the supervisor to view a number of ACD groups as a single
statistical entity. It provides a way to split the organization into departments and to
analyze the performance of each department.
Use the Super Groups Configuration window to configure the details and groups for each
super group in the system. You can also add new super groups and delete existing super
groups from the system.

 To open the Super Groups Configuration window:

Click the Super Groups icon in the toolbar.

The Super Groups Configuration window contains:

Super Groups List A scrollable list displaying the name of all super groups in
the system. Use the four navigational buttons below the list
to move up or down the list, return to the beginning or jump
to the end of the list...

New Click New to activate a wizard to add a new super group to

the list.

Delete Click Delete to delete a super group from the list.

Tabs Area The area at the right of the groups list contains two tabs
where you can configure the Details and Groups for the
currently selected super group.

Aeonix Contact Center – Administrator User Guide 39

Configuring Super Group Details

Use the Details tab of the Super Group Configuration window to configure the names of
the super groups in the system

Figure 1 - 12: The Super Group Details Configuration Screen

 To open the details tab

1. Click the Super Groups button in the Toolbar of the main application window.
2. Click the Details tab in the tabs area. The Super Group Details configuration tab
is displayed.

The Details tab displays the current configuration for the selected super group, and
contains:

Name The name of the selected super group.

Aeonix Contact Center – Administrator User Guide 40

Configuring Super Group Groups

Use the Groups tab of the Super Groups Configuration window to assign or de-assign the
Groups to or from super groups.

Figure 1 - 13: The Super Group Groups Configuration Screen

 To open the Groups tab:

Click the Groups tab at the top of the Super Groups Configuration window.

The Groups tab displays the current group’s assignment for the selected super group in
the Super Groups list. It contains the following two lists:

Super Group Groups This area displays the name and of all the groups currently
assigned to the selected super group. The assignment
configuration can be edited.

Available Groups A scrollable list displaying the name of all the groups available
for assignment in the system.
Aeonix Contact Center – Administrator User Guide 41
 To assign a group / groups to the selected super group:
Select the required group / groups, using either the <S h ift> or <C trl> key, from the
Available Groups list, and click A d d to add your selection to the Super Group’s
Groups list.

-Or-

Click A d d a ll to move all the groups in the Available Groups list to the Super
Group’s Groups list.

 To remove a group from the selected super group:

Select the required group / groups, using either the <S h ift> or <C trl> key, from the
Super Group’s Groups list, and click the R e m o v e button (or drag your selection into
the Available Groups list).

-Or-

Click R e m o v e a ll to remove all the groups listed in the Super Group’s Groups list.

Aeonix Contact Center – Administrator User Guide 42

Configuring Supervisors

A supervisor in the contact center is responsible for the management of one or more
agent groups (one agent group can also be managed by several supervisors).
Use the Supervisor Configuration window to configure the settings, privileges, groups,
and super groups for a supervisor in the system. You can also add new supervisors and
delete existing supervisors from the system.

 To open the Supervisors Configuration window:

Click the Supervisors icon in the toolbar.

The Supervisor Configuration window contains:

Supervisor List A scrollable list displaying the names of all the supervisors in the
system. Use the four navigational buttons below the list to move
up or down the list, return to the beginning or jump to the end of
the list...

New Click New to activate a wizard to add a new supervisor to the list.

Delete Click Delete to remove a supervisor from the list.

Tabs Area The area at the right of the groups list contains three tabs where
you can configure the Details, Groups and Super Groups for the
currently selected supervisor.

Aeonix Contact Center – Administrator User Guide 43

Configuring Supervisor Details

The Details page of the Supervisors Configuration screen enables you to configure the
Details of the supervisors in the system, including supervisor type and permissions.

Dongle-less Supervisor
The supervisor's license is managed by the server's dongle, and there is no need for a
supervisor dongle. In a dongle-less supervisor environment, each logged in supervisor
consumes a license, and when the supervisor is logged in to multiple positions, each
position consumes a license. The maximum number of supervisors per server dongle is
128.

Figure 1 - 14: The Supervisor Details Configuration Screen

 To open the Details page:

Click the Details tab at the top of the Supervisor Configuration dialog box.

Aeonix Contact Center – Administrator User Guide 44

 The Details page of the Supervisors Configuration dialog box displays the current
details of the selected supervisor in the Supervisors List, which you can edit, as
required.

Name The name of the selected supervisor.

Password The password that the supervisor must type when logging in to the system.

Agent ID The agent ID for the supervisor. This Agent ID is used when the supervisor
activates the Agent application, thus bypassing the Agent logon procedure.

License The supervisor's license type (mandatory field). Select one of two types:
Type Full Visor, or Monitor Only.

Access This area displays a list of privileges that may be assigned or unassigned to
Level a supervisor.
Select one of the following options to assign a supervisor’s access level:
Supervisor This supervisor may access and modify all the
Administrator system entities.

Entity This supervisor may access and modify all the

Administrator system entities except for supervisor details.

Entity This supervisor is has limited access to Visor and

Monitoring Wall Board Administration. To configure a
Supervisor with Entity Monitoring level access, the
following check boxes must be configured according
to the functionality that you want to assign to the
supervisor:
Can View Real-Time Reports The supervisor may view
and update data in the
Real-Time Monitoring
Application.
Can View Historical Reports The supervisor may view
and update data in the
Historical Reports
Application.
Can Administrate Wall Board The supervisor may
modify Wall Board
scenarios.

Aeonix Contact Center – Administrator User Guide 45

Configuring Supervisor Groups

The Groups tab of the Supervisors Configuration window is available only if the selected
supervisor has “Entity Monitoring” access level authority. It allows a supervisor with
“Supervisor Administrator” access level to edit the Group assignment for supervisors
with “Entity Monitoring” access authority.

Figure 1 - 15: The Supervisor Groups Configuration Screen

 To open the Groups tab:

Click the Groups tab at the top of the Supervisor Configuration window.

The Groups tab displays the current group’s assignment for the selected supervisor in the
Supervisors list. It contains the following two lists:
Supervised Groups This area displays the name of all the groups currently
assigned to the selected supervisor. The assignment
configuration can be edited, if required.
Available Groups A scrollable list displaying the name of all the groups
available for assignment in the system.
Aeonix Contact Center – Administrator User Guide 46
 To assign a group to the selected supervisor:
1. Click the required group in the Available Groups list and drag it into the
Supervised Groups list.
2. A dialog box appears where you can assign privileges (that is, to allow the group
to be used in real-time and/or historical reports).
3. Click the check boxes to assign the privileges as required.
4. Click OK.
The group is added to the Supervised Groups list.

 To un-assign a group from the selected supervisor:

1. Click the group to be removed from the Supervised Groups list.
2. Drag it into the Available Groups list.

 To modify the privileges assigned to a group:

1. Right-click the group in the Supervised Groups list and select E d it P riv ile g e s .
2. A dialog box appears where you can assign privileges (that is, to allow the group
to be used in real-time and/or historical reports).
3. Click the check boxes to modify the privileges as required.
4. Click OK.

Aeonix Contact Center – Administrator User Guide 47

Configuring Supervisor Super Groups

The Super Groups tab of the Supervisors Configuration window is available only if the
selected supervisor has “Entity Monitoring” access level authority. It allows the
supervisor with “Supervisor Administrator” access level to edit the Super Groups
assignment for supervisors with “Entity Monitoring” access authority.

Figure 1 - 16: The Supervisor Super Groups Configuration Screen

 To open the Super Groups tab:

Click the Super Groups tab at the top of the Supervisor Configuration window.

Aeonix Contact Center – Administrator User Guide 48

The Super Groups tab displays the current super group’s assignment for the selected
supervisor in the Supervisor list. It contains the following two lists:

Supervised This area displays the name of the super groups currently assigned to
Super the selected supervisor. The assignment configuration can be edited, if
Groups required.

Available A scrollable list displaying the name of the all the super groups
Super available for assignment in the system.
Groups

 To assign a super group to the selected supervisor:

1. Click the required super group in the Available Super Groups list and drag it into
the Supervised Super Groups list.
2. A dialog box appears where you can assign privileges (that is, to allow the super
group to be used in real-time and/or historical reports).
3. Click the check boxes to assign the privileges as required.
4. Click OK.
The super group is added to the Supervised Super Groups list.

 To un-assign a super group from the selected supervisor:

1. Click the super group to be removed from the Supervised Super Groups list.
2. Drag it into the Available Super Groups list.

 To modify the privileges assigned to a super group:

1. Right-click the super group in the Supervised Super Groups list and select E d it
P riv ile g e s .
2. A dialog box appears where you can assign privileges (that is, to allow the super
group to be used in real-time and/or historical reports).
3. Click the check boxes to modify the privileges as required.
4. Click OK.

Aeonix Contact Center – Administrator User Guide 49

Configuring Services

Every contact in the contact center is assigned to a specific service, such as sales or
customer service. This service defines how the call is processed.
Use the Services Configuration window to configure the services to which calls can be
assigned. In addition, new services can be added and deleted from the system.

 To open the Services Configuration window:

Click the Services icon in the toolbar.

The Services Configuration window comprises:

Services A scrollable list displaying the name of all the current services in the
List system. Use the four navigational buttons below the list to move up or
down the list, return to the beginning or jump to the end of the list.

New Click New to activate a wizard to add a new service to the list.

Delete Click this button to delete a service from the list.

Tabs Area The area to the right of the Services list contains tabs that enable the
configuration of the following parameters for the currently selected
service:
Details, Announcers Plan, Destination, Overflow, Interflow, No
Agents, Callbacks, and Abandoned.

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Configuring Service Details

Use the Details tab of the Service Configuration window to configure the service’s agent
search criteria, the service’s enabled capabilities, including Predictive Dial List, the
service’s music source, wrap-up time, and forced released time.

Note: Predictive dial list is not applicable in the current version. Check availability.

Figure 1 - 17: The Services Details Configuration Screen

 To open the Details tab:

Click the Details tab at the top of the Services Configuration window.

Aeonix Contact Center – Administrator User Guide 51

The Details tab comprises:

Name The name of the selected service.

Agent The Agent Search Criteria defines the method by which an available agent
Search is selected for a call that enters the service. This method is used whenever a
Criteria call enters the service and there is more than one available agent to handle
the call. If only one agent is available at that time, that agent will get the
call. The following options are available
Longest The call will be assigned to the agent who is idle the longest.
Idle
Agent
Terminal The call will be assigned to the first available agent in the list
of agents for the group, i.e., an agent that appears higher in the
list is preferable to agents lower in the list. Thus agents can be
listed according to the order of their ability. The order is
defined in Configuring Groups Agents.
Circular The system searches the group’s agent list, starting from the
last agent to receive a call, for the next available agent. This
method attempts to distribute calls equally between agents in
the group.
Best skill The service will look for the agents whose skills best fit the
fit requirements of the call. In case where two agents with the
same skill fit are found, the service uses one of the following
methods to decide which agent will receive the call:
Longest The call will be assigned to the agent, among all
Idle the agents with the same skill fit, who is idle the
longest.

Terminal The call will be assigned to the first available

agent, among all the agents with the same skill fit,
in the list of agents for the group; For example, an
agent who appears higher in the list is preferable to
agents lower in the list. Thus agents can be listed
according to the order of their ability. The order is
defined in Configuring Groups Agents.
Circular The system searches the group’s agent list, among
all the agents with the same skill fit, starting from
the last agent to receive a call, for the next
available agent. This method attempts to distribute
calls equally between agents in the group

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Enabled The types of capabilities, in addition to voice, that the service can handle.
Capabilities These include email and predictive dial list. A service cannot be used to
route Voice/Chat calls and email contacts at the same time. If the
Voice/Chat option is selected, the service can route that only option.

Email If email is selected, no other capability can be selected.

Predictive If Predictive Dial List is selected, no other capability can be

Dial List selected.

Note: Predictive dial list is not applicable in the current

version. Check availability.
Voice, If Voice, Chat is selected, no other capability can be selected.
Chat
Chat If the Voice/Chat service is selected, then you need to select
Enabled this check box to enable the service to handle chat contacts.
Timers
Wrap-Up The time (in seconds) that an agent is in wrap-up mode after
Time the completion of a call. The agent’s extension is ‘Idle’ but the
Contact Center keeps the agent free to complete any work
pertaining to the previous call (i.e. “After Call Paper Work”).
Force The time (in seconds) that a call can ring at an agent's
Release extension. If the agent doesn’t answer the call within this time,
Time the call is rerouted to another destination (back to queue or to
another available agent), and the agent will be forced released.
If undefined, the system uses the default forced released time
defined in the Configuring System Miscellaneous Parameters
screen.
Forced If the agent is forced released, the time (in seconds) after
Resume which the agent is automatically put in forced resume mode,
Time becoming available to receive ACD calls.
If left undefined, the agent will not force resume but will stay
in Release state until the agent manually resumes.
Music The system connects a call waiting in queue to a music source. Select the
Source port at which music is provided for calls from the drop-down list. The
options are Device (where applicable) or CCS. If no music is specified, the
system default will be used.
Device A device in the Tadiran Aeonix/Coral PBX that may be used
to play music to the caller. This device must be defined as a
music device in the Configuring the PBX CTI Link
Parameters.
CC Script In this mode the call is connected to an IVR port and the
actions indicated in the selected CC Script are performed.
Aeonix Contact Center – Administrator User Guide 53
 Music on Relevant to SIP-based integration only. It is the wave file that
ring wave the customer hears while the call is ringing at an agent's
file extension. If no wave file is defined, the system default is
used.
Announce The system announces a wave file to an agent before the customer is
to Agent connected to the agent. Select this check box if you would like to play a
wave file before transferring the call to an agent who has become idle and
is ready to receive an ACD call. The options are Definition from Service or
Definition from Call Profile.
Definition When selected, allows browsing for the wave file to be used
from for this service.
Service
Definition When selected, the wave file defined for the IRN’s call profile
from Call is used (see Configuring Domain Call Profile).
Profile
Browse Click this button to display the default destination of all the
IVR files to search for and select the required wave file.

Forced Select this check box to enable Forced Wrap-up.

Wrap-up

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Configuring Service Announcers

Use the Announcers tab of the Service Configuration window to configure parameters for
announcers that are used for the service. Announcers are voice messages or recordings
that are played to the caller while the caller is waiting in the queue.

Figure 1 - 18: The Services Announcers Plan Configuration Screen

 To open the Announcers tab:

Click the Announcers tab at the top of the Services Configuration window.

The Announcers tab comprises:

Mandatory Click this check box so that all callers entering the service will hear a
mandatory announcement, regardless of the availability of agents.
Note: The announcer must be defined before clicking the check box.
An announcer is defined by two fields:
A destination Call Control (CC) Script for the mandatory announcement,
and the length of time (in seconds) that the caller hears music before the
next announcer.
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First Click this check box so an announcement will be heard only once when a
caller first enters the wait queue for service.
Note: The announcer must be defined before clicking the check box.
An announcer is defined by two fields:
A destination Call Control (CC) Script for the mandatory first
announcement, and the length of time (in seconds) that the caller hears
music before the next announcer.

Secondary Use this area to define the following details (for up to 20 secondary
Announcers announcements), that are played according to “Secondary Cycle” settings
while the caller is waiting in the queue:

No. The sequential number of the announcement.

Note: The announcer must be defined before selecting the
check box.

Source The CC script used for the announcement.

Time The length of time (in seconds) that the caller hears music
before the next secondary announcer.
Secondary Once you have defined secondary announcements, click one of the
Cycle following options:

Cycle To play all secondary announcements over and over.

All
Cycle To play the last secondary announcement over and over.
Last
No To play the secondary announcements only once.
Cycle
Add Click A d d to add a row at the end of the Secondary Announcers list to add
the details of an additional secondary announcement.
Insert Click In s e rt to insert a new row in the Secondary Announcers list
according to the position of the hand pointer in the list. In this row enter the
details of an additional secondary announcement.
Delete Click D e le te to delete the last (or a selected) announcement from the
Secondary Announcers list.

Note: In some environments, the music source is a special device(s) in the Tadiran
Aeonix/Coral PBX. In those environments, this music device(s) must be defined in
the PBX CTI Link of the System configuration screen (see Configuring the PBX
CTI Link parameters). In those cases, the administration will not let you define time
for music unless at least one music device is defined.
Aeonix Contact Center – Administrator User Guide 56
Configuring Services Destination

Use the Destination tab of the Services Configuration window to configure the services
routing destinations in the system. Different destinations can be defined for different
times of the day (called shifts).

Figure 1 - 19: The Services Destination Configuration Screen

 To open the Destination tab:

Click the Destination tab at the top of the Services Configuration window.

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The Destination tab comprises:

Show Default Click this option to display the default destination for the selected
Destination service. The default destination is activated whenever there is no shift
destination that is valid for the service.
The Available Groups list is a scrollable list displaying all the available
groups.
The Groups window shows which group has already been assigned to
the service.
Show Shift Click this option to display the shift destinations that were defined for
Destinations the service.
In the Shift Destination mode—if Show Shift Destinations is selected—
the Shifts list appears, displaying a list of all the shifts that have a
destination group specified for the service. The Available Groups list
(which lists the groups that can serve as the service destination for the
selected shift) and the destination group box for the selected shift are
also displayed.

 To assign another group to the Default Destination Groups:

1. Select the Show Default Destination option.
2. Remove the currently defined group by dragging it to the Available Groups list.
3. Add a new group to the Default Destination Group by dragging it from this list
into the Default Destination Group.

 To add a shift to a service:

1. Select the S h o w S h ift D e s tin a tio n s option.
2, Click A d d .
3. The Add Shifts dialog box opens.
4. Select the required shift and click OK. The shift information appears in the shifts
list. A destination group appears in the Groups box by default.

 To change the default destination for a shift:

1. Select the S h o w S h ift D e s tin a tio n s option.
2. Select the required shift from the shifts list.
3. Drag the currently assigned group from the Groups into the Available Groups list.
4. Select the required group from the Available Groups list and drag it to the Groups
list box.

 To remove a destination for a shift:

1. Select the S h o w S h ift D e s tin a tio n s option.
2. Select the required shift from the shifts list.
3. Click R e m o v e .
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Configuring Service Overflow

Use the Overflow tab of the Services Configuration window to configure the overflow
parameters for the service. Calls that overflow after a certain amount of time actually
expand the number of groups for which they are waiting.
There may be different overflow destinations in different overflow intervals, (For
example, call may be overflowed to groups x, y, and z after 20 seconds and to groups a,
b, and c after 40 seconds. In this example, there are two intervals: 20 and 40 seconds.)
Groups are the only additional destinations to which a call can overflow. Different
overflow destinations can be defined for different times during the day (shifts).

Figure 1 - 20: The Service Overflow Configuration Screen

 To open the Overflow tab:

Click the Overflow tab at the top of the Services Configuration window.

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The Overflow tab comprises:

Outbound calls When this checkbox is checked, any outbound call that is waiting
overflow in the service’s group destination will adhere to the overflow rules.
Otherwise, the overflow rule will apply only for inbound calls.

Service Overflow Show Click to display the default overflow destination for
Destinations Default the service. The default overflow destination is
Destination used if no “overflow destination per shift” is valid
for the current day and time.
In “Default Destination” mode (that is, if Show
default destination is selected), the Available
Groups list, Overflow Timeout Intervals list, and
the Overflow Destination Groups list appears. The
Available Groups list displays a list of available
overflow groups that may serve as a service
overflow destination. The Overflow Timeout
Intervals list displays the list of overflow timeouts.
The Overflow Destination Groups list displays the
currently assigned overflow groups for the service
in the selected overflow timeout interval.
Show Shift Click to show the shift overflow destinations that
Destinations were defined for the service.
In “Shifts Destination” mode (that is, if Show shift
destinations is selected), the Shifts list appears,
displaying a list of all the shifts whose service
overflow destination differs from the default
overflow destination for the service. The Available
Groups list (which lists the groups that may serve
as the service overflow destination for the selected
shift), and the destination overflow group for the
selected shift is also displayed.
Overflow Timeout Use this area to define the intervals (amount of time in seconds)
after which a call will overflow (be put in the queue for other
groups). There may be many intervals. For each interval, many
overflow groups may be defined.

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 To add an overflow destination for the default overflow destination:
1. Select the Show Default Destinations option.
2. Select the overflow timeout interval from the intervals list.
3. Drag the required group from the Available Groups list into the Groups list.

 To remove a group from the overflow destinations for the default overflow
destination:
1. Select the Show Default Destinations option.
2. Drag the required group from the Groups list to the Available Groups list.

 To add an Overflow Timeout interval:

1. Click the New button to the right of the Overflow Timeout intervals.
2. In the dialog box that opens, enter the required timeout (in seconds).

Note: The overflow timeout intervals may be used either in the Default destination or
in the Shift Destination.

 To remove an Overflow Timeout interval:

1. Select the overflow timeout interval from the intervals list.
2. Click the Delete button to the right of the intervals list.

Note: Deleting the interval will delete all the groups assigned to this interval in the
default destination as well as in the shifts destinations.

 To add an overflow destination for a shift other than the default destination:
1. Select the Show Shift Destinations option.
2 If the shift is not already used, click the Add button below the shifts list. Select
the required shift from the list of shifts that appears, and click OK.
3. Select the overflow interval to which the new overflow destination is to be added.
4. Drag the required overflow group from the Available Groups list to the
destination Group.
 To remove a group from the overflow destination list for a shift other than the
default destination:
1. Select the Show Shift Destinations option.
2. Select the required shift from the Shifts list.
3. Drag the required overflow group from the Groups list to the Available Group.

 To remove a shift from the overflow destination for a shift:

1. Select the Show Shift Destinations option.
2. Select the shift from the Shifts list and click Remove.

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Configuring Service Interflow

Interflow calls are those calls that are waiting for a service and are not handled within a
specified amount of time. Interflow calls are no longer part of the ACD domain. If the
interflow destination is an IRN or service, the call enters the interflow IRN/service as a
new ACD call.

Figure 1 - 21: The Services Interflow Configuration Screen

 To open the Interflow tab:

Click the Interflow tab at the top of the Services Configuration window.

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The Interflow tab comprises:

Predictive Interflow If selected, any call that enters the service and, according to the
expected wait time, is about to wait more than the ‘Interflow
Timeout’ seconds, will immediately go to the interflow
destination without actually waiting.

Default Destination From this drop-down list, you can select the default interflow
destination (Device, Call Control Script, IRN, or Service). This
destination is used as the interflow destination when there is no
“shift destination” for the current day and time.
For IRN, Service, or Call Control Script, a drop-down list
appears from which you can select the IRN, Service, or Call
Control Script for the default destination. For Device, an edit
box appears in which you set the device’s DN.

Interflow Timeout Use this area to define the interflow timeout, that is, how long
(in seconds) a call waits for a service, after which a call
interflows.

Shifts List A list of all the shifts for which an interflow destination other
than the default is defined. For a shift with an interflow
destination other than the default interflow destination four
fields are displayed:
The type of day for which the shift belongs.
The shift name.
The type of the interflow destination for that shift (IRN,
Service, Call Control Script, or device).
The destination name (in case of IRN, Service, or Call Control
Script) or DN (in case of device).

 To add an interflow destination for a shift other than the default destination:
1. Click A d d .
2. Select the required shift from the list of shifts that appears and click O K .
3. Select the interflow destination.

 To change an interflow destination for a shift:

1. Select the required shift from the Shifts list.
2. Select a different interflow destination.

 To remove an interflow destination for a shift:

Select the shift from the Shifts list and click R e m o v e .

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Configuring Service No Agents

Use the No Agents tab of the Services Configuration window to configure the default
destinations as well as the destination per shift, when no agents are logged in.
When a call is routed to a no agent logged in destination, the MIS counts it as a ‘deflected
due to no agent’s login’ call. If the No Agent login destination routes the call back to
group (through IRN) the call is counted as a new coming call.

Figure 1 - 22: The Services No Agents Configuration Screen

 To open the No Agents tab:

Click the No Agents tab at the top of the Services Configuration window.

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The No Agents tab comprises:

Use Overflow Destination If selected, any call that enters the service when no agent is
(first interval as default) logged in will try first to immediately overflow to the first
interval overflow groups. If there are logged in agents in
these groups the call will enter their queue and will not route
the service’s No Agent Login destination. If the first interval
overflow groups have no logged in agent, only then the call
will route to the no agent logged in destination of the
service.

Default Destination From this drop-down list, you can select the required default
destination (Device, Call Control Script, or IRN) when no
agent is logged in.
For IRN, or Call Control Script, a drop-down list appears
from which you can select the IRN, or Call Control Script
for the default destination. For device, a dialog box appears
in which you set the device’s DN.

Shifts List A list of all the shifts for which a No Agents Login
destination other than the default is defined. For a shift with
a no-agent login destination other than the default no-agent
login destination, four fields are displayed:
The type of day to which the shift belongs.
The shift name.
The type of the no agent login destination for that shift
(IRN, Call Control Script, or device).
The destination name (in case of IRN, or Call Control
Script) or DN (in case of device).

 To add a no-agent destination for a shift other than the default destination:
1. Click A d d .
2. Select the required shift from the list of shifts that appears and click O K .
3. Select no-agent destination.

 To change a no-agent destination for a shift:

1. Select the required shift from the Shifts list.
2. Select a different no-agent destination.

 To remove a no-agent destination for a shift:

Select the shift from the Shifts list and click R e m o v e .

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Configuring Service Callbacks

Callback calls is the means by which the Aeonix Contact Center copes with peak loads.
In such cases, all that is needed is to route the inbound call to a script that contains the
‘Collect CB’ action. This action asks the caller to dial the CB parameters (generally the
number the system should dial in order to return to the customer and the desired time
frame to make this CB call). The service entity, provided that it is defined to return call
back calls, will make the call according to the parameters defined in this tab.

Figure 1 - 23: The Services Callbacks Configuration Screen

 To open the Callbacks tab:

Click the Callbacks tab at the top of the Services Configuration screen.

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The Callback tab displays two tabs containing the following options:

Destinations Show Click this option to display the default destination for the
tab Default service’s callback calls. The default destination is used if
Destinations no “Callback destination per shift” is valid for the current
day and time.
In “Default Destination” mode (that is, if Show default
destination is selected), the Available Groups list appears,
displaying a list of available groups that may serve as a
service callback destination, and the currently assigned
groups for the service.

Show Shifts Click this option to show the shift destinations that were
Destinations defined for the service for callback calls.
In Shifts Destination mode (that is, if Show shifts
destination is selected), the shifts list appears; displaying a
list of all the shifts whose service callback destination
differs from the default callback destination for the
service. The Available Groups list (which lists the groups
that may serve as the service destination for the selected
shift), and the destination Callback Group for the selected
shift will also be displayed.

Numbering When selected, the system will validate the number left by
Plan the customer for callback. If the number is not valid, the
system will ask the customer to type it again.
The currently supported options are:

None No validity check is done. Any number

will be accepted.

North The system will make sure that the

American number is in the format of :
NPX-NXX-XXXX, where:

N – must be a digit between 2 to 9

P – must be a digit between 0 to 8
X – can be any digit

Script Before Select the box if you would like to play a script
Transfer to Agent before transferring the call to an agent.

Try to callback for This field allows the administrator the ability to

Aeonix Contact Center – Administrator User Guide 67

 hour(s) limit the time difference between the time that the
callback was supposed to be dialed and the time it
is actually dialed.

Agent confirmation Select this check box to make the callback work
Required in preview mode. In this mode, whenever an
agent is reserved for this type of a call, a window
pops up to the agent displaying the call's
parameters and asking him whether to accept or
reject the call. Only if the agent accepts the call,
the call would be transferred to him.

Wait for agent If 'Agent confirmation mode' is selected, the

confirmation (sec) system will wait this amount of time for the agent
to confirm the call. If within this amount of time,
the agent will neither accept nor reject the call,
the system will behave as if the agent rejected the
call. In this case, the system will force release the
agent.

Time Ranges This tab is used to define limited time ranges. The service will
Tab generate call back calls only within these time ranges. If no time range
is defined, the system assumes a 24 hour time range.

Specified Time Select the box if the callback should be made

Range within a specified time frame. When selected, the
F ro m and T o area becomes active.

The From and Click the A d d button and select the hours, minutes,
To Time Ranges and seconds, either manually or using the arrows.
Area To remove a time range select it and click
R em ove.

Aeonix Contact Center – Administrator User Guide 68

 To assign a group to the callback group for the service:
1. Select the Show Default Destination option.
2. Drag the required group from the Available Groups list into the destination
Groups.

 To remove a group from the callback group for the service:

1. Select the Show Default Destination option.
2. Drag the required group from destination Groups into the Available Groups list.

 To add a Callback destination for a shift other than the default destination:
1. Select the Show Shifts Destinations option.
2. Click A d d .
3. Select the required shift from the list of shifts that appears, and click O K .
4. Drag the required Callback group from the Available Groups list to the
destination Group.

 To change a callback destination for a shift:

1. Select the Show Shifts Destinations option.
2. Select the required shift from the Shifts list.
3. Drag the required Callback group from the Available Groups list to the
destination Group (or vice versa).

 To remove a Callback destination for a shift:

1. Select the Show Shifts Destinations option.
2. Select the shift from the Shifts list and click R e m o v e .

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Configuring Service Automatic Callbacks to Abandoned Callers

An Abandoned call is one where the caller disconnected before being handled by an
agent. One of the service capabilities is to automatically generate a call back call to the
abandoned caller.
The Abandoned tab of the Services Configuration window enables you to define how the
system routes callback calls as a consequence of abandoned calls.

Figure 1 - 24: The Services Automatic Callbacks to Abandoned Configuration Screen

 To open the Abandoned tab:

Click the Abandoned tab at the top of the Service Configuration window.

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The Abandoned tab displays two tabs with the following options:

Destinations Enable Abandoned If you select this box, the system automatically
tab Calls calls back a caller who hangs up.
Callback if call This parameter enables the administrator to filter
abandoned after sec abandoned calls that were hung up by the caller
from entering IRN after a relatively short time. In many cases, this is
a sign that a wrong number has been received and
the opening message caused the caller to hang up.
In such cases, a callback is NOT required.
Script Before Select this box if you would like to play a script
Transfer to Agent before transferring the call to an agent.
Agent confirmation Select this check box to make the callback as a
Required consequence of abandoned work in preview
mode. In this mode, whenever an agent is
reserved for this type of a call, a window pops up
to the agent displaying the call's parameters and
asking him whether to accept or reject the call.
Only if the agent accepts the call, the call would
be transferred to him.
Wait for agent If 'Agent confirmation mode' is selected, the
confirmation (sec) system will wait this amount of time for the agent
to confirm the call. If within this amount of time,
the agent will neither accept nor reject the call,
the system will behave as if the agent rejected the
call. In this case, the system will force release the
agent.
Show Default Click this option to display the default destination
Destination for the service’s callback calls as consequence of
abandoned calls.
The default destination is used if no “Abandoned
call destination per shift” is valid for the current
day and time.
In “Default Destination” mode (that is, if Show
default destination is selected), the Available
Groups list appears, displaying a list of available
groups that may serve as an Abandoned callback
destination for the service, and the currently
assigned abandoned callback destination group
for the service.
To assign another group to the Abandoned
callback for the service drag the required group
from the Available Groups list to the Groups list.

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 Show Shifts Click this option to show the shift destinations
Destinations that were defined for the service for abandoned
callback calls.
In Shifts Destination mode (that is, if Show shifts
destinations is selected), the Shifts list appears,
displaying a list of all the shifts whose service
abandoned callback destination differs from the
default abandoned callback destination for the
service. The Available Groups list (which lists the
groups that may serve as the service destination
for the selected shift), and the destination
Callback Group for the selected shift will also be
displayed.

Time Ranges This tab is used to define limited time ranges. The service will generate
Tab call back calls only within these time ranges. If no time range is defined,
the system assumes a 24 hour time range.

Specified Time Select the box if the callback should be made

Range within a specified time frame. When selected, the
F ro m and T o area becomes active.

The From and To Click the A d d button and select the hours,
Time Ranges Area minutes, and seconds manually or using the
arrows. To remove a time range select it and click
R em ove.

 To add an Abandoned callback destination for a shift other than the default
destination:
1. Select the Show Shifts Destination option.
2. Click A d d .
3. Select the required shift from the list of shifts that appears, and click O K .
4. Drag the required abandoned callback group from the Available Groups list to the
destination group.

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 To change an Abandoned callback destination for a shift:
1. Select the Show Shifts Destinations option.
2. Select the required shift from the Shifts list.
3. Drag the required abandoned callback group from the Available Groups list to the
destination group (or vice versa).

 To remove an abandoned callback destination for a shift:

1. Select the Show Shifts Destinations option.
2. Select the shift from the Shifts list and click R e m o v e .

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Configuring IRN

IRN (Intelligent Routing Numbers) are used as entry points to the routing system. Each
IRN can be used to define rules for routing the incoming contact to various destinations,
including services. These rules can also update call profile fields, including the contact’s
priority and define the skills required by the contact.
Attached to each contact in the system, the call profile consists of dynamic information
used to route the contact and provide relevant history. Information is updated as the
contact moves through the system. For example, ANI information is recorded when the
call enters from the PSTN, and the caller may add more information via IVR menus.
Each field in the call profile is either mandatory (predefined by the Aeonix Contact
Center), or optional (also known as a user field, defined by the system administrator
during setup). These fields may be different on each installation.
For each IRN in the system, you can configure the agent skills that may be required by
customer contacts. The value assigned to a skill is a combination of the agent’s capability
and preference.
Use the IRN Configuration window to configure the details, call profile, skills, and
destination of IRNs in the system. You can also add new IRNs and delete existing ones
from the system.

 To open the IRN Configuration window:

Click the IRN icon in the toolbar.

The IRN Configuration window comprises:

IRN List A scrollable list displaying, for each IRN currently configured in the
system:
Dial number that defines the entry to the IRN used to route the incoming
voice and chat contacts or a name if the IRN is used to route email
contacts.
Destination type of the incoming contact.
Destination (that is, Service, Call Control Script, or device) that will
handle the incoming contact.
Use the four navigational buttons below the list to move up or down the
list, return to the beginning or jump to the end of the list.
New Click New to activate a wizard to add a new IRN to the list.
Delete Clicking this button deletes the last (or a selected) IRN from the list.
Tabs Area The area to the right of the IRN list contains a number of tabs that enable
the configuration of the following parameters for the currently selected
IRN: Details, Call Profile, Skills and Destination

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Configuring IRN Details

Figure 1 -25: The IRN Details Configuration Screen

 To open the Details tab:

Click the Details tab at the top of the IRN Configuration window.

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The Details tab comprises:

IRN The dial number of the selected IRN (if this IRN is used to route voice
and/or chat contacts).

Email When checked this IRN will route email contacts and not Voice or Chat
Account contacts. In this case, the IRN is represented by an email account, which
must be selected from the emails accounts list box.

Route directly Route the call to the IRN destination, as defined in the IRN Destination
to Default tab. If this option is selected, the other two options, Domain Routing
Destination and Customer Routing, are disabled

Domain Route by ANI Domain If this option is selected, the system will try
Routing to match the call’s CID (Caller ID, or ANI) to
one of the ANI domains defined in the
system. If such match is found, then the
system will apply the domain’s routing rules
for this call if one of the conditions below is
true:
Customer routing is disabled (‘Route by
Caller ID’ is not checked)
Or
Customer routing is enabled (‘Route by
Caller’ is checked) and the ‘Domain Routing
Precedes Customer Routing’ check box is
also checked,
Or
Customer routing is enabled (‘Route by
Caller ID’ is checked) and the ‘Domain
Routing Precedes Customer Routing’ check
box is not checked but there is no customer
match.

Domain Routing Domain routing is preferred over customer

Precedes Customer routing. If both Domain Routing and
Routing Customer routing are selected, this checkbox
sets the precedence between them. Customer
routing rules will apply when this option is
checked and the call’s CID is both part of an
ANI domain and a Customer. ANI domain
routing rules will apply if not checked.

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Customer Route by Caller ID If this option is selected, the system will try
Routing to match the call’s CID (Caller ID, or ANI) to
one of the Customers defined in the system.
If such match is found, then the system will
apply the customers routing rules for this call
in the following conditions:
When domain routing is disabled (‘Route by
ANI Domain’ is not checked)
Or
When domain routing is enabled (‘Route by
ANI Domain’ is checked) and the ‘Domain
Routing Precedes Customer Routing’ check
box is not checked,
Or
When domain routing is enabled (Route by
ANI Domain is checked) and the Domain
Routing Precedes Customer Routing check
box is also checked but there is no domain
match.
Use Call Control Click this check box to route calls that enter
Script for calls the selected IRN, according to the contents of
w/out ID the Caller ID field in the call profile, even
when there is no ANI.
A Call Control Script should be defined
before checking this option. This script
should fill the Caller ID field in the call
profile with a valid customer. If the script is
completed without this option, the call will be
routed according to the normal IRN routing
rules. Otherwise, the system searches the
customer list by the caller ID. If the customer
is found, the system uses the customer’s
settings to route the call. If the customer is
not found, the call is routed by the IRN
routing rules.
Caller ID for Type in a number that should appear as the caller ID for any callback
Callback calls call that the system will generate for this IRN: requested by user,
abandoned call, or dial list The IRN for callback call is the IRN
through which the call that requested the callback was entered. There
is no validity check on this number.
Time Zone Sets the Time Zone for the IRN. This is used to manage calls in shifts,
and to manage servers in remote locations. Refer to Configuring Time
Zones and Daylight Saving for Outbound Calls for details on using the
Time Zone field to control outbound calls.
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Configuring the IRN Call Profile

The Call Profile tab of the IRN Configuration window enables you to set the initial
values in the call profile fields of calls that enter the IRN. In this page, you can define
both mandatory fields and user fields. Mandatory fields include compulsory call profile
information, such as call priority. User fields contain optional call profile information that
is used for further call processing. In the Aeonix Contact Center Administration
environment, the only available field to set is the ‘Language’ mandatory field. This field
is used by the system to determine the language in which the announcements are made.

To define new user fields, see Configuring the System Call profile.

Figure 1 -26: The IRN Call Profile Configuration Screen

 To open the Call Profile tab:

Click the Call Profile tab at the top of the IRN Configuration window.

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The Call Profile tab comprises;

Mandatory Fields A list of the currently defined mandatory fields for the selected IRN
call profile.
To edit the mandatory call profile fields for the selected IRN select
the field to be edited and choose the required Value (that is, the
required service) from the drop-down list.

User Fields A list of the currently defined user fields for the IRN call profile.
To edit the optional call profile user fields for the selected IRN:
select the name of the field to be edited and enter the required value
in the appropriate field.

Available User A list of all the available user fields. Add new user fields to the
User Fields list by dragging them from this list into the User Fields
list.

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Configuring IRN Skills

Use the Skills tab of the IRN Configuration window to configure the agent skills required
for handling calls entering this IRN. An agent’s skill is measured by two factors:
capability and preference. The value assigned to a skill is a combination of these factors
measured as a percentage. See Configuring System Skills

 To open the Skills tab:

Click the Skills tab at the top of the IRN Configuration window.

The Skills tab comprises:

Skills The name and value of the currently required skills for the
selected IRN.
Available Skills The available skills in the system. Add new skills to the Skills list by
dragging them from this list into the Skills list.

Figure 1 - 27: The IRN Skills Configuration Screen

 To edit the value of a skill for the selected IRN:

Select the skill to be edited and enter the required value in the appropriate field
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Configuring IRN Destination

Use the Destination tab of the IRN Configuration window to configure the default
destinations and the shift destination for the IRNs in the system.

Figure 1 - 28: The IRN Destination Configuration Screen

 To open the Destination tab:

Click the Destination tab at the top of the IRN Configuration window.

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The Destination tab comprises:

Default From this drop-down list, select the required default destination (Device
Destination if Voice/Chat IRN or email address if Email IRN, Call Control Script, or
Service).
From the drop-down list, select the device number, service, or Call
Control Script for the default destination.

Shifts List A list of all the currently defined shifts for the IRN. For a shift with an
IRN destination other than the default destination, four fields are
displayed:
Type of day for which the shift belongs.
Shift name.
Type of the destination for that shift (Device, Call Control Script, or
Service).
Destination name (in case of Service or Call Control Script) or Dial
Number (in case of Device).

 To add a destination for a shift other than the default destination:

1. Click A d d .
2. Select the required shift from the list of shifts that appears, and click O K .
3. Select destination.

 To change a destination for a shift:

1. Select the required shift from the Shifts list.
2. Select a different destination.

 To remove a destination for a shift:

Select the shift from the Shifts list and click R e m o v e .

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Configuring Domains

Domains enable calls to be routed according to their geographical location (source).

Incoming calls CID (ANI) contain a number prefixes, such as the area code, that
represent the location from which the call was made. You can also generate reports
according to domains and provide specific information regarding a geographical location
(for example, how many calls were received from a particular town or city).
An ANI prefix is a series of digits that represents part of a dial number (e.g., an area
code). The asterisk represents all following digits. For example, any number that starts
with ‘212’ is said to be have ANI prefix of 212 (212-561-7080 and 212-5678 both start
with the ANI prefix of 212). A number can only belong to a single ANI prefix at any one
time. Thus, if both 212 and 2124 have been defined as prefixes, the number 212-404-
1234 belongs only to the second prefix.

 To open the Domain Configuration window:

Click the Domain button in the toolbar.

The Domain Configuration window comprises:

Domain/ANI A scrollable list displaying the Name of all the Domains in the system.
Prefixes List Below the list, there are two tabs for Domains and ANI Prefixes. When
the Domains tab is selected, the list displays all the domains in the
system, and when the ANI Prefixes tab is selected, the list displays all the
ANI prefixes in the system

Domains A scrollable list displaying the name of each Domain

currently configured in the system.
Use the four navigational buttons below the list to move
up or down the list, return to the beginning or jump to
the end of the list...

ANI Prefixes A scrollable list displaying the ANI Prefix alongside the
name of the Domain that the ANI prefixes belongs to.
Use the four navigational buttons below the list to move
up or down the list, return to the beginning or jump to
the end of the list...
New Click N e w to activate a wizard to add new Domain or ANI prefix to the
list.
Delete Click D e le te to delete the last (or a selected) Domain or ANI prefix from
the list. (Select an item in the list using the pointer.)

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Tabs Area If the selected tab is Domains, the area to the right of the Scrollable list
includes a number of tabs where you can configure the following
parameters for the currently selected Domain:
Configuring Domain Details
Configuring Domain Call Profile
Configuring Domain Skills
Configuring Domain Destination
If the selected tab is ANI Prefixes, the area to the right of the Scrollable
list includes a tab where you can configure the ANI prefix and change the
domain to which it belongs.

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Configuring Domain Details

Figure 1 - 29: The ANI Domains Details Configuration Screen

 To open the Details tab:

Click the Details tab at the top of the Domain Configuration window.

The Details tab comprises:

Domain Name A name for the domain

Provide Statistical In order to save DB space, you can set a Domain for routing
Information purposes only without having compiling data for reports. If
statistical information on this domain is required, this check
box must be checked.

ANI Prefixes/Email This area displays the list of ANI Prefixes that belongs to the
Accounts list domain.

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 To add a new Domain to the list:
1. Click ‘Domains’ below the scrollable list to display the domain list.
2. Click New below the Domain list.
The New Domain Wizard opens.
3. Enter the new Domain Name and click Finish.
The new Domain appears in the list in alphabetical order.

 To delete a Domain from the domain list:

1. Click Domain below the scrollable list to display the domain list.
2. Select the domain to be deleted and click the Delete button below the scrollable
domain list.
The New Domain Wizard opens.

Note: Deleting a Domain deletes all of its statistics.

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Configuring ANI Prefix Details

Figure 1 - 30: The ANI Prefixes Details Configuration Screen

 To open the Details tab:

1. Click the ANI Prefixes tab below the scrollable list to display the ANI Prefixes
list.
2. Click the Details tab at the top of the Domain Configuration window.

The Details tab comprises:

ANI Prefix An ANI prefix is a series of digits that represents part of a dial number
(e.g., an area code). The asterisk represents all following digits. For
example, any number that starts with ‘212’ is said to be have ANI prefix
of 212 (212-561-7080 and 212-5678 both start with the ANI prefix of
212). A number can only belong to a single ANI prefix at any one time.
Thus, if both 212 and 2124 have been defined as prefixes, the number
212-404-1234 belongs only to the second prefix.

Domain The domain to which the selected ANI prefix is belongs.

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 To add a new ANI Prefixes to the system:
1. Click ‘ANI Prefix’ below the scrollable list to display the ANI Prefixes list.
2. Click New below the ANI Prefix list. Enter a prefix and assign it to a domain.
3. The ANI Prefix for the new Domain will appear in the ANI Prefixes list.

 To remove an ANI Prefix from the system:

1. Click ‘ANI Prefix’ below the scrollable list to display the ANI Prefixes list.
2. Select the ANI prefix to be deleted and click the Delete button below the ANI
Prefix list.
3. The deleted ANI Prefix will disappear from the ANI Prefixes list.

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Configuring Domain Call Profile

The Call Profile tab of the Domain Configuration window enables you to set the initial
values, in the call profile fields, of calls that routed by the domain routing rules. In this
page, you can define both mandatory fields and user fields. Mandatory fields include
compulsory call profile information, such as call priority. User fields contain optional call
profile information that is used for further call processing. To define new user fields, see
Configuring the System Call Profile.

Figure 1 - 31: The ANI Domains Call Profile Configuration Screen

 To open the Call Profile tab:

1. Click the Domains tab below the scrollable list to display the Domain list.
2. Click the Call Profile tab at the top of the Domain Configuration window.

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The Call Profile tab comprises:

Mandatory Fields A list of the currently-defined mandatory fields for the selected
Domains call profile.
To edit the mandatory call profile fields for the selected Domain
select the field to be edited and the required value from the drop-
down list.
The Announce to Agent field defines the wave file used to
announce to an agent before the customer is connected to the agent.
Click this button to display the default destination of all the IVR
files to search for and select the required wave file to associate with
this call profile.

User Fields A list of the currently defined user fields for the Domain call
profile.
To edit the optional call profile user fields for the selected Domain
select the name of the field to be edited and enter the required value
in the appropriate field

Available User A list of all the available user fields. Add new user fields to the user
fields list by from this list into the User Fields list

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Configuring Domain Skills

Use the Skills tab of the Domain Configuration window to configure agent skills required
to handle incoming calls. (An agent’s skill is measured by two factors: capability and
preference.) The value assigned to a skill is the minimum agent capability grade (percent)
for the selected skill. See Configuring System Skills.

Figure 1 - 32: The ANI Domains Skills Configuration Screen

 To open the Skills tab:

Click the Skills tab at the top of the Domain Configuration window.

The Skills tab comprises:

Skills The name and value of the required skills for the selected Domain.
To edit the value of a skill for the selected Domain select the skill to
be edited and enter the required value in the appropriate field.

Available Skills The available skills in the system. Add new skills to the Skills list by
dragging them from this list into the Skills list.

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Configuring Domain Destination

Use the Destination tab of the Domain Configuration window to configure the default
destinations and the shift destination for the Domains in the system.

Figure 1 - 33: The ANI Domains Destination Configuration Screen

 To open the Destination tab:

Click the Destination tab at the top of the Domain Configuration window.

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The Destination tab comprises:

Default Destination Select the required default destination (Service, CC Script or

Device) from this drop-down list.

Shifts List A list of all the currently defined shifts for the Domain. For a
shift with an Domain destination other than the default
destination, four fields are displayed:
Type of day to which the shift belongs.
Shift name.
Type of the destination for that shift (Service, CC Script or
Device).
Destination name (for Service or CC Script) or DN (for Device).
For details on defining shifts, see Configuring the System
Working Times.

 To add a destination for a shift other than the default destination:

1. Click A d d .
2. Select the required shift from the list of shifts that appears and click O K .
3. Select the destination.

 To change a destination for a shift:

1. Select the required shift from the Shift list.
2. Select a different destination.

 To remove a destination for a shift:

Select the shift from the Shifts list and click R e m o v e .

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Configuring Customers

The customer list is used by IRNs that uses customer routing (i.e., the Route by caller ID
is checked). In such a case, the system tries to identify the caller in the customer list and,
if found, will route the call to the customer’s preferred service. For example, if a call
enters an IRN with the ‘Route by Caller ID’ check box checked, the system searches the
ANI in the customer list.
If no ANI is attached to the call, and the ‘Use Call Control Script for calls w/out’ check
box is checked, the system routes the call to a Call Control Script, which fills in the
customer ID in the call profile field, named ‘Customer Number’. The system then uses
the caller ID to search the customer list. If the customer is found, the system attaches the
customer’s priority and skills definitions to the call and routes the call to the preferred
service.

 To open the Customer Configuration Window:

Click Customers icon in the toolbar.

The Customer Configuration comprises:

Customer List A scrollable list displaying the name of each customer currently
configured in the system.
Use the four navigational buttons below the list to move up or down the
list, return to the beginning or jump to the end of the list.

New Click N e w to activate a wizard to add a new customer to the list.

Delete Click D e le te to delete the last (or a selected) customer from the list.

Tabs Area The area to the right of the Customer list contains two tabs to configure
details and skills for the currently selected customer.

 To add a new customer to the list:

1 Click New below the customer list.
The New Customer Wizard opens.
2 Enter a Name, Customer ID and Initial Caller ID for the new customer in the
appropriate fields. When the new customer is defined, new Caller IDs can be
added to the customer’s Call IDs list.
3 Click Finish.
The newly defined customer appears in the customer list.

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Configuring Customer Details

Figure 1 - 34: The Customers Details Configuration Screen

 To open the Detail tab:

Click the Detail tab at the top of the Customer Configuration window.

The Detail tab comprises:

Name The name of the selected customer.

Customer ID A unique number that is used to identify the customer. The system,
when there is no ANI, uses the contents of the call profile
‘Customer Number’ field to search the customer list.

Preferred Service A drop-down list from which you can select the preferred service to
which calls from the selected customer will be routed.

Initial Priority A drop-down list from which you can select the initial priority of
calls from the selected customer.

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Caller IDs A customer in the system may have one or more CID when he dials
in (For example, a cellular and home phone number). This list
defines all possible CIDs for the selected customer. When a
customer dials into the system, the system compares its CID to the
numbers in this list and, if found, the customer is identified.

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Configuring Customer Skills

The Skills tab of the Customer Configuration window enables you to configure the skills
required by calls from the selected customer.

Figure 1 - 35: The Customers Skills Configuration Screen

 To open the Skills tab:

Click the Skills tab at the top of the Customer Configuration window.

The Skills tab comprises:

Customer Skill The skill name and skill level required by calls from the selected
customer.
To edit the skill levels of a selected skill select the skill to be edited
and enter the required level in the appropriate field.
Available Skills The names of the available skills in the system. Add new skills to the
Customer Skill list by dragging them from this list into the Customer
Skill list.

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Configuring DNIS Numbers

The DNIS entity is a statistical entity that is used to collect statistics on contact center
activity that is routed through specific entry points dialed by customers. Use the DNIS
Configuration window to configure the details of the DNIS call numbers. A DNIS
number is a series of digits that identifies to the contact center the number that the caller
dialed.

 To open the DNIS Configuration window:

Click the DNIS icon in the toolbar.

Note: Deleting a DNIS number removes all of its statistics. The DNIS number is the
same as the IRN Dial Number. In the case where statistics should be gathered on the IRN,
the IRN should also be defined as a DNIS.

The DNIS Configuration window comprises:

DNIS List A scrollable list displaying the name and number of every DNIS in the
system. Use the four navigational buttons below the list to move up or
down the list, return to the beginning or jump to the end of the list.

New Click New to activate a wizard to add a new DNIS to the list.
Note: The number of DNIS items allowed in the system is defined in the
system menu.

Delete Click Delete to delete a DNIS from the list.

.
Tabs Area The area to the right of the DNIS Numbers list contains the Details tab

 To add a new DNIS to the list:

1. Click New below the DNIS list.
The New DNIS Wizard opens.
2. Enter the Name and select the DNIS type (voice/chat or email). Select the relevant
IRN from a list for a voice/chat DNIS. Select the relevant email account from the
list for an email DNIS. Click Finish.
The newly defined DNIS appears in the DNIS list.

 To delete a DNIS from the DNIS list:

Select the DNIS to be removed from the list and click D e le te

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Configuring DNIS Number Details

Figure 1 - 36: The DNIS Details Configuration Screen

 To open the Details tab:

Click the Details tab at the top of the DNIS Configuration window.

The Details tab comprises:

Name The name of the selected DNIS.

Email Account Check this box if the DNIS number represents an entry point for
email contacts. In this case select the email account represented by
this DNIS number
IRN Number Check this box if the DNIS number represents an entry point for
Voice or Chat contacts. In this case select the IRN number
represented by this DNIS number
Target ASA Target Average Speed of Answer. The amount of time (in seconds,
in case of a Voice or Chat DNIS, or in hh:mm in case of an email
DNIS) during which the call should be answered from the time it is
received. This parameter is used to calculate the DNIS Target
Service Factor (TSF)
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Min Talk Time The amount of time (in seconds, in case of a Voice or Chat DNIS,
or in hh:mm in case of an email DNIS) in which a call must end in
order to be counted as a too short call in the Contact Center Reports
Max Talk Time The number of time (in seconds, in case of a Voice or Chat DNIS,
or in hh:mm in case of an email DNIS) in which a call must
exceeded in order to be counted as a too long call in the Contact
Center Reports

Interval Time Determines the time period that will be monitored in the real-time
reports for the DNIS. If this field is set to ten minutes, for example,
the real-time report for that DNIS will show statistical information
relevant to the last ten minutes.

DNIS Time This parameter determines the time intervals in which calls are
Intervals monitored. The calls can be viewed in STI histogram reports that
show the number of calls answered, abandoned and waiting in each
given interval.

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Configuring Dial Lists

Dial lists are sets of telephone numbers that are automatically dialed and routed to agents.
The dial list rules define the source for the set of telephone numbers (Input), and the dates
and times when the dial list is active (Scheduling). The dial list also enables the system to
save every call result into an external database (Output).

Note: Currently, dial lists should be in the form of a table in an SQL database.

 To open the Dial List Configuration window:

Click the Dial Lists icon in the toolbar.

The Dial List Configuration window comprises:

Dial Lists List A scrollable list displaying, for each dial list currently configured in the
system:
A unique dial list name.
A valid service name.

New Click N e w to activate a two-page wizard to add a new dial list to the
list.
To add a new dial list to the list:
Click New next to the list of Dial Lists. When you have completed this
page, click Next.
The New Dial List Wizard opens. See Configuring Dial Lists Details
for field descriptions.

Delete Click D e le te to delete the last (or a selected) dial list from the list.

Tabs Area The area to the right of the Dial Lists list contains a number of tabs that
enable the configuration of the following parameters for the currently
selected dial list: Details, Input, Output, Scheduling, Call Profile, Skills,
Advanced and Dialing Rules.

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Configuring Dial List Details

The Details tab of the Dial Lists Configuration window enables you to configure the
various parameters for the dial lists.

Figure 1 - 37: The Progressive Dial Lists Details Configuration Screen

Note: The Predictive tab is very similar to the Progressive tab. Settings that are unique
for Predictive Dial list are defined in the System > Services window.

Note: Predictive dial list is not applicable in the current version. Check availability.

 To open the Details tab:

1. Click the Details tab at the top of the Dial List Configuration window.
2. Select the type of Dial List that you want to configure: Progressive, Predictive, or
Automated.

Note: When you select Automated, the Details window changes. Refer to the Automated
Dial List Details window.

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The Progressive / Predictive Dial Lists Details tab comprises:

Name The unique name of the dial list.

Service Select a service name from the drop-down list. The calls will be
routed to the agents according to service routing rules. For
Predictive Dial lists, the system lists only the available Predictive
services.

Note: The selected service may also be used in other dial lists.

Script Before Check this box to define a script that is run before the call is
Transfer to Agent transferred to an agent. Select a script from the drop-down list
provided.

Note: The script will not affect the way the call is routed.
Therefore, changing the service required for example will not
change the service destination for the call. In addition, actions like
Transfer will not work. The call will be routed to the Dial list
service destination.

Agent This option is relevant only for Progressive dial lists.

confirmation Select this check box to enable the Dial List to operate in preview
Required mode. In this mode, whenever an agent is reserved for the dial list
call, a window displaying the call's parameters pops up on the
agent's screen and the agent is asked to accept or reject the call.
Only if the agent accepts the call, the call is transferred to him.

Wait for agent This option is relevant only for Progressive Dial lists when the
confirmation (sec) Agent Confirmation Required option is selected.
The system waits the defined amount of time for the agent to
confirm the call. If within this time, the agent neither accepts nor
rejects the call, the system behaves as if the agent rejected the call.
In this case, the system will force release the agent.

Number of Retries Enter the number of times that the system should attempt to re-call
the telephone number.

Note: The maximum number of times the system will dial this
customer is one more than this number.

% retry calls from Retry calls are calls that were already dialed and failed at least
initiated calls once. Administrator defines per each dial list, the percentage of
retry calls. Default is 30%.
Aeonix Contact Center – Administrator User Guide 103
Retain Dial List Enter the number of days that the dial list should be retained in the
for… database before it is released.

Transfer to Agent Check one of the following options for the appropriate transfer
On mode.
For Predictive dial lists, this option is always set to Connect.

Note: Predictive dial list is not applicable in the current version.

Check availability.

For Progressive dial lists, select one of the following options:

Connect The transfer to agent is automatically
connected when the call is answered.
Ring The transfer to agent call is automatically
connected when the line rings.
Customer This section defines the system treatments for calls that the
Disconnect customer hangs up before the call was transferred to the agent:

Stop When the customer disconnects the call,

continue with the next customer.
Continue When the customer disconnects, call later.

Simultaneous Enter a number to define the maximum number of dial list calls that
Pending Dial should be waiting in the queue simultaneously.
Numbers in Queue
Statistical A call is activated whenever the selected statistical condition is
Condition true. Select one of the following conditions and enter a value in the
field.
TSF Greater Than The percentage of the TSF (the level of
service) is greater than the specified number.
Queued Calls The number of calls waiting in the queue is
Less Than less than the specified number.
Avg. Wait Time The average wait time of a call in the queue (in
Less Than seconds) is less than the specified number.
Import For details on the Import Definitions option, refer to Import
Definitions… Definitions, below.
Current Status For details on the Current Status option, refer to Current Status, on
the next page.
Terminate Click on that button If you would like to terminate the dial list
while it is active. When terminating the dial list, all records that
were uploaded to the dial list will be erased. The system will
continue to dial all pending calls. Historical information will be
kept.
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Import Definitions
The administrator can import new dial list records from the database.

 To open the Import Definitions window, click Im p o rt D e fin itio n s on the Dial
List Details window.

Figure 1 - 38: Progressive Dial Lists Details Import Definitions Screen

The Import Definitions window contains the following options:

S u b m it N o w – select this option to manually import new dialing records from the
external database.

A u to m a tic Im p o rt E n a b le d – select this option to instruct the system to periodically

import new records. Then define when the system will import new records:
Select E v e ry and then define the time interval for the system to access the external
database and import new records, or:
Select C y c lic when you want the system to restart a new import once the current import
is finished.

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Current Status
The administrator can display the current status of the records in the dial list: Failed,
Success, Stopped, New (not dialed yet) and Active (already dialed).

 To open the Current status window, click C u rre n t S ta tu s on the Dial List
Details window.

Figure 1 - 39: Progressive Dial Lists Details Current Status Screen

The screen lists the number and percentage of records in the dial list in each status
category, and displays the distribution of records among the current status categories in a
pie chart format.

Aeonix Contact Center – Administrator User Guide 106

Note: The status categories are color-coded for easy interpretation. It should also be
noted that if the number of records in a certain status category is below a minimal
threshold, then those records appear in the pie chart, although the pie chart does
not contain a corresponding colored slice. In the above window, this applies to the
single failed record.

The number of available records in the current half-hour and the next half-hour are also
listed in the window.

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Configuring Automated Dial List Details
On the Dial List Configuration Details tab, select the A u to m a te d option. The Dial List
Configuration Details screen is updated with the Automated dial list parameters.

Figure 1 - 40: The Automated Dial Lists Details Configuration Screen

Aeonix Contact Center – Administrator User Guide 108

The Dial Lists Automated Details tab comprises:

Note: The table below only lists the parameters that are unique in Automated dial lists or
are parameters that have different settings in the Automated dial list. Other
parameters in the Details tab are explained in the Progressive Dial Lists Details
tab.

Name The unique name of the automated dial list.

Automated Concurrent This parameter is unique for automated dial lists and
calls (IVR resources defines the requested number of simultaneous IVR ports.

Note: The requested number for all automated dial lists

cannot exceed the available maximum concurrent
calls (IVR resources) for Automated Dial-Lists, as
listed in the System Outbound window. If it does,
then the system may change the number of IVR
ports to be used by the Dial List.

Initial script to customer This option is always checked.

Agent confirmation This option is always disabled (not relevant for automated
required dial lists).

Wait for agent This option is always disabled (not relevant for automated
confirmation dial lists).

Activate Dial List On Transfer to agent on This option is always disabled

(not relevant for automated dial
lists).

Statistical condition This option is always disabled

(not relevant for automated dial
lists).

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Configuring Dial List Input

The Input tab of the Dial Lists Configuration window contains the parameters required by
the dial list to query the external database and fetch the set of dial numbers to be dialed.

Figure 1 -41: The Dial Lists Input Configuration Screen

 To open the Input tab:

Click the Input tab at the top of the Dial Lists Configuration window.

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The Input tab comprises:

Connection Name Select the unique name of the connection that describes the
database containing the specific dial list from the drop-down list.
Note: The connection should have been previously defined using
the interface tab in the system menu item.

Response Time Out Enter the number (in seconds) in which the selected database is
(sec) expected to respond to queries. If the response time exceeds this
number, an alarm is sent to the supervisor about a potential
database problem.

Table Key Column The name of the column which is the index of the table that
describes the dial list.

Call Note Column An agent may add a note to the call when handling dial lists calls.
This parameter defines in which column this note should reside.
When the dial list is reloaded the system fetches the previously
added note to this record.

SQL Query – Import This SQL query is used to get all the necessary information for the
Dialing Information dial list from the database.

Test Query Click to perform a validity check of the query.

Dial-To Number Each customer can have up to three numbers that can be used to
Columns. reach him. The system will try to reach the customer using the
first number; if that fails, the second number is tried and so on. If
all three numbers have failed, the system increases the number of
retries and sets a retry timer for this record, according to the
longer timer of the failures that actually occurred (either the busy
or no answer timers).
Dial Number 1 The name of the column in the input table from
which the first dial number is taken.

Dial Number 2 The name of the column in the input table from
which the second dial number is taken.

Dial Number 3 The name of the column in the input table from
which the third dial number is taken.

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Assign results by Use this section to map database columns to call profile fields.
column name. When the dial list records are fetched, the contents of the database
columns are copied into the call profile fields of the dialed calls.
CP Field The call profile field that will be updated by the
SQL Query.

Column The name of the column in the database that will

update the call profile field.

Add Click to add a link between a CP field and a DB

column. Select the CP field to be updated from
the CP fields list that appears.
Note: Each call profile field selected must have
a column assigned to it.

Remove Click to remove the selected call profile field

from the updated field list.

SQL Query – Check This field is optional.

status before dialing Since the query to extract the dial list information is done before
out the dialing process starts, it may happen that when a dial list call
is about to be dialed a telephone number is no longer be valid for
the list. This query verifies that dial numbers in the dial list are
still valid. The query is performed before a specific number is
dialed.

Note: While the dial-list is active, some parameters in this tab are disabled (you cannot
change them).

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Configuring Dial List Output

The Output tab of the Dial List Configuration window contains the parameters required
by the dial list to store the call results in the external database. This may be used to log
the results of the dial list in the external database.

Note: Results are kept in the Aeonix Contact Center database and used by the outbound
historical reports for a limited period of time (defined in the Details tab of the Dial List
configuration screen).

Figure 1 - 42: The Dial Lists Output Configuration Screen

 To open the Output tab:

Click the Output tab at the top of the Dial Lists Configuration window.

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The Output tab comprises:

Connection Name Select the unique name of the connection that describes the
database that will contain the dial list results from the drop-down
list. This connection may be the same one used for the input.
Note: The connection should have been previously defined using
the interface tab in the system menu item.

Response Time Enter the number (in seconds) in which the selected database is
Out (sec) expected to respond to queries. If the response time exceeds this
number, an alarm is sent to the supervisor about a potential
database problem.
Table Key Column The name of the column, which is the index of the table that
describes the dial list.
SQL statement on The SQL statement used to update the database when there is a
Success successful call.
Click In s e rt to update the SQL command and add a call profile
field content. A selection window opens; see the window below.
Note: Insert becomes available once you start editing the SQL
command.

SQL statement on The SQL statement used to update the database upon failure (busy,
Single Failure, Still no answer, and so on), while retries are still in effect.
Under Retries Click In s e rt to update the SQL command and add a call profile
field content. A selection window opens; see the window below.
Note: In s e rt becomes available once you start editing the SQL
command.

SQL statement on The SQL statement used to update the database when there is a
Final Failure failure after the last retry.
Click In s e rt to update the SQL command and add a call profile
field content. A selection window opens; see the window below.
Note: In s e rt becomes available once you start editing the SQL
command.

SQL statement on The SQL statement used to update the database on a DNC (do not
DNC call) record. This statement also helps to avoid reading the DNC
records again.
Click In s e rt to update the SQL command and add a call profile
field content. A selection window opens; see the window below.
Note: In s e rt becomes available once you start editing the SQL
command field.

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Adding a call profile field to the SQL command:
You can edit the SQL command and add a call profile field to the command. When you
start editing in the SQL command field, the In s e rt option becomes available.

1. Click In s e rt; a selection window opens.

2. Select a call profile field.
3. Click In s e rt a s s trin g or In s e rt a s n u m b e r to indicate how you want to add the
field.

Figure 1 - 43: The Dial Lists SQL Command Insert Screen

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Configuring Dial List Scheduling

The Scheduling tab of the Dial Lists Configuration window contains the parameters that
define the dates and times that the dial list will be active.

Figure 1 - 44: Automated Dial Lists Scheduling Configuration Screen

 To open the Scheduling tab:

Click the Scheduling tab at the top of the Dial Lists Configuration window.

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The Scheduling tab comprises:
Active Date The date ranges on which the dial list becomes active.
Intervals From Double click F ro m to display a calendar. Select
a start date for the current interval.
To Double click T o display a calendar. Select an
expiration date for the current interval. The
value 00/00/00/00 means that there is no
expiration.
Start Periodically If any value other than ‘None’ is selected, the
system will periodically restart the dial list (i.e.,
will re-read the numbers to dial from the
external database) with the defined date interval.
For example, if the date interval is between Aug
1st to Aug 31st and the period is weekly, the
system will restart the dial list every week
within August.
The following values are possible: None, Daily,
Weekly, and Monthly.
Add Click A d d to add date interval.
Remove Click R e m o v e to remove the selected date
range from the list.
Active Week Select the relevant check boxes to indicate which days the dial list
Days and Time should be active.
Intervals
Specified Time For automated dial list this parameter is always selected (disabled).
Range Time ranges may be applied to all the active days of the week or to a
specific day of the week. A time range means that the dial list is
active in the selected day of the week only within the defined time
ranges.
Note: For Progressive and Predictive dial lists, this parameter is optional.
Note: Predictive dial list is not applicable in the current version.
Check availability.
If Specified Time Range is selected (by default or if you select it),
then the following options become available.
For All Selected Click this option if the time ranges applied to all
Active Days the active days in the week.
For Specific Day Click this option to define a time range for a
of Week specific day of the week.
From Enter the start time for the time range.
To Enter the end time for the time range.
Add Click A d d to add time ranges.
Remove Click R e m o v e to remove the selected time
range from the list.
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Configuring Dial Lists Call Profile

The Call Profile tab of the Dial List Configuration window enables you to configure
initial values of call profile fields for calls generated by the Dial Lists.

Figure 1 - 45: Dial Lists Call Profile Configuration Screen

 To open the Call Profile tab:

Click the Call Profile tab at the top of the Dial List Configuration window.

Aeonix Contact Center – Administrator User Guide 118

The Call Profile tab comprises:

Mandatory Fields A list of the currently defined mandatory fields for the selected Dial
List call profile.
To edit the mandatory call profile fields for the selected Dial List
select the field to be edited and the required Value from the
appropriate drop-down list.

User Fields A list of the currently defined user fields for the Dial List call profile.
To edit the optional call profile user fields for the selected Dial List
select the name of the field to be edited and enter the required Value
in the appropriate field.

Available User A list of all the available user fields. Add new user fields to the User
Fields list by dragging them from this list into the User Fields list.

Note: While the dial-list is active, some parameters in this tab are disabled (you cannot
change them).

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Configuring Dial List Skills

The Skills tab of the Dial Lists Configuration window enables you to configure initial
values of skills parameters for calls generated by the dial lists.

Figure 1 - 46: The Dial Lists Skills Configuration Screen

 To open the Skills tab:

Click the Skills tab at the top of the Dial Lists Configuration window.

The Skills tab comprises:

Skills Name and value of the currently required skills for the selected Dial
List.
Available Skills The available skills in the system. Add new skills to the Skills list by
dragging them from this list into the Skills list.

 To edit the value of a skill for the selected Dial List:

Select the skill to be edited and enter the required value in the appropriate field.
Note: While the dial-list is active, some parameters in this tab are disabled (you cannot
change them).
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Configuring Dial Lists Advanced Definitions

In the Avanced tab you can view the call/DNC tables that were defined for the selected
dial list, and you can add/remove call/DNC tables from among the Call/DNC tables that
were defined in the System > Outbound > DNC and Call Tables Lists Configuration
screen.

Figure 1 - 47: The Dial Lists Advanced Configuration Screen

 To open the Advanced tab:

Click the Advanced tab at the top of the Dial Lists Configuration window.

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The Advanced tab comprises:

DNC/Call Tables Each Predictive dial list can have up two DNC tables and two
Call tables. The defined tables for the selected dial list are
listed.
To add a DNC/Call table:
Click A d d and select from the Up to Call/DNC tables that
were defined in the System > Outbound > DNC and Call
Tables Lists Configuration screen.
To remove a DNC/Call table:
Select a listed table and click R e m o v e .

Note: Predictive dial list is not applicable in the current

version. Check availability.

Calling Hours Before a call is initiated, the time range is checked against the
(Destination Local Time) destination time. If the time is not included in the defined
Calling Hours ranges, the call is not initiated, and it is delayed
until the correct time. Default is 08:00 AM to 09:00 PM.

To add a time range:

Click A d d and using the up/down arrows define the time
range.
To remove a time range:
Select the time range and click R e m o v e .

Note: While the dial-list is active, some parameters in this tab are disabled (you cannot
change them).

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Configuring Dial Lists Dialing Rules

The Dial Lists Dialing Rules tab defines the numbers that are called at specified time
intervals, and defines the retry timers.

Figure 1 - 48: The Dial Lists Dialing Rules Configuration Screen

 To open the Dialing Rules tab:

Click the Dialing Rules tab at the top of the Dial Lists Configuration window.

Aeonix Contact Center – Administrator User Guide 123

The Dialing Rules tab comprises:

Time intervals and You can define time intervals, and the order of the numbers that
dialing order will be dialed in each interval. Up to three numbers can be
dialed, in the defined order, for each interval.

 To define a time interval:

1. Click N e w .
2. Set the From and To times to define the interval.
3. Define the dialing order by selecting which number will be
dialed on Dial First, Dial Second and Dial Third.

 To delete a time interval:

Select the interval and click D e le te .

Note: The default time interval is the time range which is not
covered in the defined intervals, and the default order is
according to the order defined in the Dial Lists Incoming
tab.

Retry Timers Retry timers are defined for each time interval, including the
default interval.

 To define retry timers:

1. Select the time interval.
2. Define the retry timer for Busy, No answer, Answer
Machine. PSTN operator intercept and PSTN circuit failure.

Note: If you do not define the retry timers, the system defaults
are used. Busy = 20 sec, No Answer = 240 Sec,
Answering Machine = 600 sec,
PSTN = 20 hours, PSTN Circuit Failure = 5 hours.

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Configuring IVR Applications

The IVR application is used by the Contact Center to perform interactive tasks with the
caller. Each individual application is composed of different actions to form a script that
executes a procedure.

Note: An IVR application may use a single script or multiple scripts in a single
application

 To open the IVR Application Configuration window:

Click the IVR Application icon in the Toolbar of the main application dialog box.

The IVR Application Configuration window comprises:

IVR Applications List A scrollable list displaying the name of each IVR Application
currently configured in the system:
Use the four navigational buttons below the list to move up or
down the list, return to the beginning or jump to the end of the
list.
New Clicking N e w to activate a wizard to add a new IVR Application
to the list.
Delete Clicking D e le te to remove an IVR Application from the list.

Tabs Area This area, at the right of the IVR Application list, contains one
tab that enables the configuration of the selected IVR
Application Details.

 To add a new IVR Application to the list:

1. Click N e w (below the IVR Applications list).
The New IVR Application Wizard opens.
2. Enter the Name, Min handling time, Max handling time, and interval time
(explained in the Configuring the IVR Application Detail) of the new IVR
Application, as requested by the wizard and click F in is h .
The newly defined IVR Application will appear in the IVR Applications list.

Note: Click the arrow on the right side of F in is h to add additional applications.

 To delete an IVR Application from the IVR Applications list:

Select the IVR Application to be removed from the list and click D e le te

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Configuring IVR Application Details

Use the Details tab of the IVR Application Configuration window to configure
information about the IVR Applications in the system.

Figure 1 - 49: The IVR Applications Details Configuration Screen

 To open the Details tab:

Click the Details tab at the top of the IVR Application Configuration window.

The IVR Application Details Configuration window comprises:

Name The name of the IVR application.
Minimum Handling Time A figure representing the number of seconds in which a call
must end in order to be counted as a too short call.
Maximum Handling Time A figure representing the number of seconds that a call must
exceed in order to be counted as a too long call.
Interval Time The interval time refers to the size of the sliding interval
used for calculations. If this field is set to ten minutes, the
real-time report for that group will show statistical
information relevant to the last ten minutes.
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Configuring Mail Accounts

A Mail Account is a destination for emails in the system. It may be assigned to IRN and
becomes an entry point for emails routing, The Mail accounts configuration screen
enables the administrator to define the parameters that are required by the system to
manage those accounts on the Organization Mail Server (OMS).
The Mail Accounts configuration screens allow administrators to add and remove Mail
Accounts, and to set their properties.

 To open the Mail Accounts configuration screen:

Click M a il A c c o u n ts in the Toolbar of the main application window

The Mail Accounts Configuration screen comprises:

Mail Accounts List A scrollable list displaying the Name and mail account address
of all the Mail Accounts in the system. Use the four
navigational buttons below the list to move up or down the list,
return to the beginning or jump to the end of the list.
Note: Click any group in the list so sort by Name or Number.
New Click this button to activate a wizard to add new Mail Account
to the list.
Delete Click this button to delete a Mail Account from the Mail
Accounts list.
Tabs Area This area, at the right of the groups list, contains four tabs that
enable the configuration of the selected Mail Account’s Details,
Incoming, and Outgoing.

Aeonix Contact Center – Administrator User Guide 127

Configuring Mail Account Details

Use the Details tab of the Mail Account Configuration window to configure information
about the Mail Accounts in the system.

Figure 1 - 50: The Mail Accounts Details Configuration Screen

 To open the Details tab:

Click the Details tab at the top of the Mail Accounts Configuration window.

Aeonix Contact Center – Administrator User Guide 128

The Mail Accounts Details Configuration window comprises:

Email Account Name The Name of the selected mail account

Email Account address The email address of the mail account

Automatic Confirmation This section details the required parameters in order to send
an automatic confirmation for every email that entered the
system through this mail account.

Send If checked, the system will send an

automatic response email to the
sender.
Subject of the message This text will appear as the subject
of the returned automatic
confirmation.
Content of message Use this edit box to define a full
(text file) path and file name of a text file that
contains text to be included in the
automatic response email. Press
C le a r to clear this edit box and
B ro w s e to look for a file.

Note: The path of the file should be

in the root directory of the
drive where Aeonix Contact
Center is installed on the
server. The browse dialog
box displays the directories
and files that are located
under the directory where
Aeonix Contact Center is
installed.

Statistics Interval time Determines the time period that

will be monitored in the real-time
reports for the Mail Account. If this
field is set to ten minutes, for
example, the real-time report for
that Mail account will show
statistical information relevant to
the last ten minutes.

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Configuring Mail Account Incoming Parameters

The Incoming tab displays the parameters that are required to download email from the
selected mail account on the OMS:

Figure 1 - 51: The Mail Account Incoming Configuration Screen

 To open the Incoming tab:

Click the Incoming tab at the top of the Mail Account Configuration window.

Aeonix Contact Center – Administrator User Guide 130

The Mail Account Incoming Configuration window comprises:

Mail Server The mail server IP address or name.

Authentication The parameters that are required to login to the select mail account on
the OMS to download mails (POP3)

User Name The mail account name.

Password The password that the user must type when

logging in to the mail account.
Incoming The protocol that sets the rules for receiving incoming mail. The
Mail Protocol currently only valid option is POP3
Port This parameter is used to connect to the OMS, and is the default setting
in most mail servers. If there is a connection problem, verify the valid
port with your mail server administrator and change this value
accordingly.

Advanced Click Advanced to view the Mail Account-Receive-Advanced dialog box.

Cache Messages Defines how many messages at a time can be
cached in the system. If this number is exceeded
the system will not poll or download further
emails from the OMS. The cache is used by the
system defend itself from spam.

Messages to Defines how many emails to download at a time

Download at a Time from the selected mail account.

Poll Interval Define how often the system polls the selected
email account for further emails. This parameter
may affect the OMS performance.

Max download The maximum time the system waits for a single
transfer time (sec) email to be downloaded from the OMS to the
cache. In some cases it may take more than this
time to download a single email. It depends on
the mail message size. In those cases all that
should be done is to enlarge the timeout or use
the OMS management tools to delete this email.

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Configuring Mail Account Outgoing Parameters

The Outgoing tab displays the parameters that are required in order to send email through
the selected mail account on the OMS:

Figure 1 - 52: The Mail Accounts Outgoing Configuration Screen

 To open the Outgoing tab:

Click the Outgoing tab at the top of the Mail Accounts Configuration window.

Aeonix Contact Center – Administrator User Guide 132

The Mail Accounts Outgoing Configuration window comprises:

Mail Server The mail server IP address or name.

Authentication The parameters that are required to login to the selected mail account on
the OMS in order to send email (SMTP). If the outgoing mail requires
authentication (the ‘Server requires authentication’ checkbox is
checked), then there are two options.

1. Use the same authentication parameters as in the incoming

connection. In this case, the User Name and Password parameters
are disabled

2. If the server requires a different account name to send emails fill

the correct user name and password.

User Name If the server requires different user parameters to send

email fill in the name of the mail account.

Password If the server requires different user parameters to send

email, fill the mail account password

Incoming The protocol that sets the rules for receiving incoming mail. The
Mail Protocol currently only valid option is POP3

Port This parameter is used to connect to the OMS. This is the default setting
in most mail servers. If there is a connection problem, please verify the
valid port with your mail server administrator and change this value
accordingly.

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Configuring General System Parameters

The System Configuration window allows a supervisor, who has been assigned
supervisor administrator access level, to configure various definitions and parameters that
affect the behavior of the entire system.

 To open the System Configuration window:

Click the System icon in the toolbar.

The System Configuration window comprises:

Working Times The working hours of the contact center.

Call Profile Dynamic information that is attached to each call in the system.
PBX CTI Link Use this configuration screen to set the parameters that will be
used to connect to the Tadiran Aeonix/Coral PBX. The content of
this configuration screen varies according to the Tadiran
Aeonix/Coral PBX.
MIS General MIS information.
Misc Miscellaneous parameters for handling calls.

IVR Ports The assignment of IVR port to a device in the telephony system .It
is also used to define Distributed IVR servers.

Skills The assignment of skills to agents in the system.

Incomplete The incomplete routing destinations in the system.

Wrap-ups The wrap-up codes for each group in the system.

Outbound System wide parameters that are used by the outbound capabilities
(callbacks and returning to abandoned callers).

Internet Used for configuring system parameters for utilizing internet

capabilities (Chat and Email).

Management Management is used to view the licenses that are available for this
system in addition to configure an automatic DB backup.

Interfaces The Interfaces tab is used to configure interfaces to external

applications (for example: organizational DBs, WFM and CRMs.

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Configuring System Working Times

The Working Times tab of the System Configuration window enables you to configure
the day types, shifts, working, and non-working days for the contact center.
The day types and shifts are used by the system to route calls to different destinations
according to the day and the time. The working/non working days information is used by
the application for calculating the daily average for historical reports by intervals that
span more than one day. In this case, the average is calculated by dividing the total sum
by the number of working days in the report period. It is also used by the historical
reports scheduler if set not to print reports in non working days. The working/non
working days also affect scheduled reports. When scheduling a report, there is an option
to decide whether the report will be generated in non working days.
Configuring system-working times involves defining different day types (for example,
Christmas Eve), which are configured as working or non-working days. Each day type
can be assigned a color so it can be easily viewed in the calendar. Up to 40 shifts can be
defined. The shifts are assigned to a specific type of day. A shift is defined by a name and
its start time. The system translates the current date to a type of day, and then translates
the current time to the shift that belongs to the selected type of day. The Start Time is
marked as the starting time of the shift.

Shift Behavior in Aeonix Contact Center Version 2.30 and Lower

Shifts defined in the Working Times tab affect all entities that use shifts. This means that
shift destinations for all the shifts that overlap the working day of the entity must be
defined; otherwise, calls are routed to the default destination.

Shift Behavior in Aeonix Contact Center Version 2.40 and Higher

Shifts defined in the Working Times tab do not affect entities using shifts until they are
associated with the entity. This means that calls will continue being routed according to
the start time of the current shift until the start time of the next shift, as defined on the
entity level. If no shift destinations are defined, calls are routed to the default destination.

Aeonix Contact Center – Administrator User Guide 135

Figure 1 - 53: The System Working Times Configuration Screen

 To open the Working Times tab:

Click the Working Times tab at the top of the System Configuration window.

The Working Times tab contains the following two areas:

Calendar This area displays the calendar for the current working month.
Days are color-coded according to their type.
System Defined Shifts Left Column A list displaying each currently-defined day
type, it’s color-coding, and an indication of
whether or not it is a working day.
Right Column A list displaying the currently defined shifts
for the selected day type. For each new shift a
name and start time are displayed.
In this area you can add a new shift, edit the
start time of a shift, and/or delete a shift from
the list.

Using Legacy Shifts This check box is only displayed when

upgrading from Aeonix Contact Center
Aeonix Contact Center – Administrator User Guide 136
 versions lower than Version 2.40. See page
135 above for a description of Legacy Shift
behavior. It is recommended to clear this
check box.
Note: Clearing the Using Legacy Shifts check box impacts routing and may cause
your system to stop routing calls. The action cannot be reverted and should be
performed during off-hours.

 To scroll to the previous/next month:

In the calendar, click the arrow at the top/bottom of the scroll bar.

 To jump to the previous/next year:

In the calendar, click the scroll bar above/below the scroll box.

 To mark a specific day of the week as a day type, for a certain period of time:
1. Click the day at the top of the calendar.
A dialog box appears for that day.
2. From the Set As drop-down list, select the type of day you want to assign to the
selected day of the week.
3. Click the appropriate option in the For Which Period area, to set the day for the
current month, current year, or the entire calendar.
4. Click O k to accept the changes and overwrite any previous settings.

 To mark a specific day of the month (that is, date) as a day type, for a certain
period of time:
1. Click the particular date in the calendar.
A dialog box appears for that date.
2. From the Set As drop-down list, select the type of day you want to assign to the
selected day of the month.
3. Click O k to accept the changes and overwrite any previous settings.

 To Define a New Type of Day:

1. Right-click anywhere in the left column of the System Defined shifts area and
click N e w .
The New Type of Day dialog box appears.
2. Enter a name for the new day type in the N a m e field.
3. Define a color for the new day type by adjusting the Red, Green, or Blue scroll
bars.
4. Define the new day type as a working/non-working day by selecting the Working
Day check box.
5. Click O k to save the new day type configuration

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 To Edit the Color and/or Working Definition of a Type of Day:
1. Right-click the day type to be edited in the left column of the System Defined
shifts area and click E d it.
The Edit Type of Day dialog box appears.
2. Define the required color for the day type by adjusting the Red, Green or Blue
scroll bars.
3. Define the day type as a working/non-working day by selecting the Working Day
check box.
4. Click O K to save the new configuration.

 To Delete a Day Type:

Right-click the day type to be deleted in the left column of the System Defined shifts
area and click D e le te .
Note: You cannot remove a day type that is currently being used in the calendar. If
you want to remove this specific type of date or day, then you must first un-
assign it before removing it.

 To Add a New Shift:

Right-click anywhere in the right column of the System Defined shifts area and click
New.
A line appears enabling you to enter a name and start time for the new shift.

 To Edit the Start Time of a Shift:

Select the information to be edited and type in the new shift name or start time as
required.

 To Delete a Shift:
Right-click the shift to be deleted and click D e le te .

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Configuring the System Call Profile

Attached to each call in the system, the call profile consists of dynamic information used
to route the call and provide relevant history. Information is updated as the call moves
through the system. For example, ANI information is recorded when the call enters from
the PSTN; and the caller may add more information via IVR menus. Each field in the call
profile is either mandatory (predefined by the system), or optional (also known as a user
field, defined by the system administrator during setup). These fields may be different on
each installation.
Use the Call Profile tab of the System Configuration window to configure the optional
fields of the call profile.

Note: This list is empty unless new user fields have been defined for the call profile.

Figure 1 - 54: The System Call Profile Configuration Screen

 To open the Call Profile tab:

Click the Call Profile tab at the top of the System Configuration window.

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The Call Profile tab comprises:

User Fields List A list of all currently defined user fields for the call profile. Click any
of these fields to edit them.

New Click N e w to add a new row to the User Fields list, enabling a new
field to be defined and added to the call profile.

Delete Click D e le te to delete a selected user field from the list.

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Configuring the PBX CTI Link Parameters

The PBX CTI Link parameters are the parameters required to connect to the PBX, or
parameters that are specific to the PBX type that the system is configured to work on.
The Aeonix Contact Center supports the following PBX types:

• Tadiran Coral
• Tadiran Aeonix

 To open the PBX CTI Link tab:

Click the PBX CTI Link tab at the top of the System Configuration window.

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Configuring the PBX CTI Link parameters for the Tadiran Coral PBX

Figure 1 - 55: System PBX CTI Link for Tadiran Coral Configuration Screen

The PBX CTI Link parameters for the Tadiran Coral PBX comprises:

PBX This area displays the Coral PBX related definitions

SIP Proxy server IP address of the Coral PUGW card

Primary IP address – IP address of the Aeonix Contact Center server

SIP stack
CTI Link Name Domain name of the Coral CLA card.

Note: It must be part of the domain server.

Note: This is used by any service when the music
source is not defined.Pinging to this name is a test that
it is OK.

Retry to connect Define the intervals between connection retries.

interval
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 Route Points The information in this section is used to increase the
limited number of wait queues available in the Coral
environment. Instead of using a route point per IRN,
which is limited, the system enables the use of a DNIS
number (which is not limited).
In order to do so, the administrator defines a single
wait queue in the Route Points table and in the Coral
administration; the Dial Plan configuration routes the
required DNIS numbers to the same wait queue. In this
case, the DNIS numbers (after the filters defined in the
Coral) should be defined (in the IRN configuration
screen) as the IRN numbers, and the wait queue should
be defined Route Points table. For example, a single
wait queue is defined in the Coral as 5625. Two
DNISs - 1800-303001 and 1800-303002 - should route
calls, each by a different routing rules. Assuming that
the Coral filters the leftmost 6 digits in the DNIS
numbers, two IRNs should be defined, the first as
3001 and the second as 3002. In the Route Points table
in this screen, a single wait queue should be defined as
1800.

Music Devices A music device is actually a wait queue in the Coral.

The system supports up to 40 music sources (the
number is limited by the number of available wait
queues in the Coral). Every wait queue that should be
used as a music source must be defined here first. In
the services details configuration screen the
administrator may choose the music source for the
service out of the list defined here. This enables the
administrator to define a different music source for
different services.

Station Lines This area displays the Aeonix Contact Center related definitions

Main Number It is the main number of a phone that has more than
one dial number.
Second Number Second number used for the same phone.

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Configuring the PBX CTI Link parameters for the Tadiran Aeonix PBX

Figure 1 - 56: System PBX CTI Link for Tadiran Aeonix Configuration Screen

The PBX CTI Link parameters for the Tadiran Aeonix comprises:
Aeonix Related This area displays the Tadiran Aeonix PBX related definitions
Definitions
1st Aeonix server IP address of the Aeonix PBX server.
(In cluster environment, defines the IP
address of the 1st Aeonix server.)
2nd Aeonix server In cluster environment, defines the IP
address of the 2nd Aeonix server.
rd
3 Aeonix server In cluster environment, defines the IP
address of the 3rd Aeonix server.
th
4 Aeonix server In cluster environment, defines the IP
address of the 4th Aeonix server.
5th Aeonix server In cluster environment, defines the IP
address of the 5th Aeonix server.
Active Aeonix server IP address of the current active

Aeonix Contact Center – Administrator User Guide 144

 Aeonix server.

Local Definitions This area displays the Aeonix Contact Center related
definitions
Primary ACC IP IP address of the Aeonix Contact
address Center server.
Secondary ACC IP Currently not applicable,
address check availability in Release-2.
Base RTP port The first port used for media. Each
IVR port (IVR license) uses a
different port starting from this
number (not configurable from
Admin).
Keep-alive (sec) Keep alive interval between Aeonix
PBX server and Aeonix Contact
Center server, on which Aeonix
Contact Center server sends Register
for the Contact Center SIP trunk. This
definition should be declared in
Aeonix PBX regarding the Contact
Center trunk.
Aeonix trunk name Displays the SIP trunk name, which is
defined in the Aeonix PBX (not
configurable from Admin).
Aeonix trunk auth. Displays the SIP trunk authentication
username username. It is defined in the Aeonix
PBX (not configurable from Admin).
Aeonix trunk Displays the SIP trunk password to be
password used in the Authentication process. It is
defined in the Aeonix PBX (not
configurable from Admin).
Number of CSTA Number of internal threads to send
Request threads requests from Contact Center to
Aeonix PBX (not configurable from
Admin).

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Configuring MIS Parameters

Use the MIS tab of the System Configuration window to define general information that
is used to calculate and display information, such as the historical reports interval,
company name, and how to calculate the TSF (Target Service Factor).

Note: The TSF indicates how well the group provides the defined level of service,
according to the Target ASA (Average Speed of Answer).

In this tab, you can also specify which colors are used to display different agent states in
the Real-Time Monitoring application.

Figure 1 - 57: System MIS Configuration Screen

 To open the MIS tab:

Click the MIS tab at the top of the System Configuration window.

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The MIS tab comprises:

Historical reports The interval that presents data in Historical Reports. The options are
basic interval 15 minutes, 30 minutes, or 1 hour.
The basic interval determines the resolution of historical reports. A
smaller interval gives historical reports a higher resolution. The
interval also determines the amount of disk space needed for the user
database. Smaller intervals require more disk space to store the
information. For larger intervals, less disk space is needed.
Company name The name of the company to appear at the bottom of the historical
reports.
TSF Formula Click the appropriate option to define how the TSF is calculated:
Answered The percentage of calls answered within the Target
ASA, out of calls routed and answered by the group.
Abnd after The percentage of calls answered within the Target
TASA ASA, out of calls routed and answered by the group,
and calls routed to the group and abandoned after the
Target ASA.
Accepted The percentage of calls answered within the Target
ASA, out of all the calls that are routed to the group.
These include Abandoned, Interflowed, and Answered
by Another Group (calls that are considered to be
answered) after the Target ASA.
Maximum The system must allocate memory to gather statistics on DNIS
number of DNIS numbers according to this parameter. This should reflect the actual
numbers number of DNIS numbers that the system will use.
Abandoned calls This report gives a list of any abandoned calls, provided that the call
storing period was accompanied with ANI. It is used by the contact center to give a
(days) call back to these callers. These parameters define how long a record
in this report is saved.
Provide statistics Enter the number of domains for which you want statistics.
for domains Note: Choose this number carefully, since higher numbers require
more system memory.

Provide agent by Check this box to receive statistics for agents by domain.
domain statistics Note: Enabling this information takes up considerable database
space.

 To change the color for a particular agent state:

1. Scroll through the list.
2. Double-click the required state.
3. In the Colors dialog box that appears, select the required color for the state, click
A p p ly and O K .
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Configuring System Miscellaneous Parameters

Use the Misc. tab of the System Configuration window to define parameters for handling
incoming calls, including setting call priorities, defining destinations for calls on hold and
setting the Lingual IVR announcement settings.

Figure 1 - 58: System Misc. Configuration Screen

 To open the Misc tab:

Click the Misc tab at the top of the System Configuration window.

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The Misc tab comprises:

Services Forced Released How long (in seconds) an agent station can ring
Settings Timeout before forcing release.
Music Source Defines where to connect a caller while waiting in
queue between announcements. From the drop-
down list, select the music source type. The
Device option can be used with Coral, Cochav,
and Meridian PBXs. For all other PBXs, the CC
Script option must be used. If the device option is
used, the device must also be defined as a music
source in the system PBX CTI Link tab. If the CC
script option is used, select the script that plays the
music file from the list box that appears.
Note: This is used by any service when the music
source is not defined.
Music on hold Relevant to SIP based integration only. It is the
wave file wave file the customer hears while the call is
ringing at an agent extension.
Note: This is used by any service when the music
source is not defined.

Call Priority Default priorities This area contains two drop-down lists where you
Settings set the default priorities for internal calls, and
external calls (calls that enter through trunks). This
parameter can be overridden by setting a different
initial priority for the IRN that is used to route the
calls.
Priority Change This area contains two edit boxes where you
Rate define:
How often the priority is increased (the priority
increase interval).And the step by which the
priority is increased. For example, if the interval is
ten seconds and the step is five, the priority is
increased by five every ten seconds.
Announcing You can specify an audio file here that will be played if no IVR port is
file if no IVR available. The message should inform the caller that all resources are
port is available utilized at the moment, and that the caller should try again later. The
call is terminated after the announcement.
String Lengths This area contains two drop-down lists where you set the maximum
agent ID length (default is four characters), and the wrap codes length
(default is two digits).
Lingual This area contains two types of fields where you can set:
Aeonix Contact Center – Administrator User Guide 149
Settings for Used Languages lists the languages that are supported by the IVR.
IVR Select the required language.
Announcements And the Default language, which is used for calls when the ‘Language’
call profile field is not set to one of the supported language.
Agent Settings Enable calls in The ACD calls window in the agent toolbar
queue broadcast displays the currently queued contacts. The agent,
by double clicking a call, can pick up a call. The
queued calls information is distributed by the
server using broadcast messages to the agent.
Checking this checkbox enables this broadcast.
Enable the The transfer by agent ID ACD operation in the
‘transfer to agent’ agent toolbar enables an agent to transfer a call to
list another agent without giving the agent’s extension
(which may vary on every login of this agent);
instead, the operation asks for the agent ID. The
system gives an option to pick the agent from a list
of currently logged in agents. This list is
distributed from the server using broadcast
messages to the agent. Checking this checkbox
enables this broadcast.
Logout from all Checking this checkbox will cause to the system to
groups on log out an agent who presses the primary logout
Primary logout. button from all the groups he currently logged
into. Otherwise, the system will log him out only
from his primary groups.
Auto answer on Select this checkbox so the system will
pickup automatically answer a call that is transferred to
the agent according to a pick up request. If not
selected, the agent will have to manually answer
the picked up call.
Reset idle time on The way the idle time of an agent is measured,
non-ACD call affect the way the system route calls to agents if
the 'by longest idle' search criteria is defined for a
service. When checked, the system will reset the
idle time for the agent after non ACD call.
When This option defines what will happen when an
disconnected disconnect from the server is due to a networking
from the server problem:
Agents In this mode, the system will continue to
continue route calls to the agent although its
to work toolbar will not be updated. When the
PCLess networking problem is solved, the
toolbar, if still uploaded, will reconnect
automatically
Aeonix Contact Center – Administrator User Guide 150
 Agents are In this mode, the system will not route
logged off any further calls to the agent. In order to
continue, the agent must logon again,
whether through new agent application,
or through the telephone as a PCLess
When agent in This option defines what will happen if an attempt
CFW/DND is made to route a call to an agent when the agent
is in Call Forward or Do Not Disturb modes.
Agent The agent is no longer available for
goes to ACD calls to be routed to him.
RELEASE
CFW or ACD calls will be routed to the agent at
DND his designated endpoint, ignoring the
ignored CFW or DND state. Non-ACD calls will
for ACD still be routed by Aeonix, and will follow
the rules for CFW and DND.
calls

Configuring System IVR Ports

Note: This section is only applicable for Tadiran Coral PBX systems. It is irrelevant for
Tadiran Aeonix systems.

IVR ports are devices with dial numbers in the Coral PBX. These ports are controlled by
the system. When a call is connected to an IVR port, the system can interactively handle
the caller (giving the caller voice prompts and getting caller input).

Aeonix Contact Center – Administrator User Guide 151

Figure 1 - 59: The System IVR Ports Configuration Screen

 To open the IVR Ports tab:

Click the IVR Ports tab at the top of the System Configuration window.

The IVR Ports tab comprises.

Clients A list of all IVR servers. (One is always defined.)

Note: The name ‘IVR Server’ is used to define the IVR ports on the
Aeonix Contact Center server.
Connection Type A list of IVR cards for the selected IVR server.

Ports List This is a list of the IVR ports for the selected IVR card.

Advanced Click this button to open a configuration screen for defining Tone
Detection parameters. Tone Detection is used by the Outbound
application to decide if, for example, the remote side is ringing, busy,
or is an answering machine.
Note: Advanced parameters must be set by a telephony engineer.
Contact your vendor to adjust them.
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Password for IVR The password required to authenticate with IVR ports (optional).
Ports

 To add a distributed IVR server:

Click N e w (below the Clients list). The name given to the distributed server must be
the networked computer name.

 To Delete a distributed IVR server:

1. Select the server, and click D e le te (below the Clients list).
2. Click S a v e .

 To add an IVR port card to an IVR server:

1. Select the IVR server from the Clients list.
2. Click N e w (below the Connection Type list). Give a name to the card and choose
CTI port type (used for IP PBX TAPI Wave ports).
3. Click S a v e .

 To Delete an IVR port card from an IVR server:

1. Select the IVR server from the Clients list.
2. Select the card to remove
3. Click D e le te (below the Connection Type list).
4. Click S a v e .

 To set advanced properties for Digital trunks IVR ports:

Note: Advanced parameters must be set by a telephony engineer. Contact your vendor to
adjust them.
 To add an IVR port to an IVR card:

1. Select the IVR card from the Connection Type list.

2. Click N e w (below the Ports list). Assign the dial number and the channel number
to this port as explained above.

 To Define a range of IVR ports to an IVR card:

1. Select the IVR card from the Connection Type list.
2. Click N e w R a n g e (below the Ports list). Assign the first and last dial numbers
and the increment step. The system will add as many ports as possible within the
limits of the DN range and the defined increment step. For example, if the first
DN is 1000, the last is 1060, and the increment step is two, the ports 1000, 1002,
1004,and 1060 will be added to the card. The channel will be assigned
sequentially.

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 To Delete an IVR port from an IVR card:
1. Select the IVR card from the Connection Type list.
2. Select the port to remove and click D e le te (below the Ports list).

 To Access the IVR Advanced screen:

Click the Advanced button on the System IVR Ports configuration screen.

Figure 2 - 60: System IVR Advanced Definitions screen

In the IVR Advanced Definitions screen, the administrator defines the different SITs;
each composed of three tones.

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Configuring System Skills

Skills are used to route calls to the best-fit agent.

Note: Calls will not wait in the queue while there are available agents, even if the agent’s
skills do not fit the call requirements. The result is that the Best Skill Fit is used
only when more than one agent is available to receive a call.

There are a number of ways to set the skills required by a call. For example, In the IRN
Skills tab, the administrator can assign a required value for each skill that is required by
calls that enter the routing system through this IRN. The same can be done by setting
values to skills in the Domain Skills tab, the Customer Skill tab, the Dial List Skills tab
and by various CCS actions that can set a value to a call profile field.
The skills of an agent are set in the Agent Skills tab. For an agent, two numbers are
defined for each skill, the value (which describes the ability of the agent to answer calls
that require this skill) and the preference (the lower the value, the lower the priority given
by the call center’s management to usage of this agent for this skill).
In order to match a call with an available agent, the system does the following:
For each skill defined in the system, the system subtracts the product of the Skill value
and preference of the agent for this skill from the Skill value required by the call. If the
outcome is negative, it is considered zero. The system summarizes all the above. The
lower the number is, the better the match.
For example: Assume that a call requires skill named CARS with a value of 75%. Agent
A has a 50% skill value and 100% skill preference. Agent B has a 75% skill value and
75% skill preference. The system calculates it as follows:
• Agent A = 75 – 50*100/100 = 25
• Agent B = 75 – 75*75/100 = 18.75
So the call will be routed to Agent B.
Another example: Assume an agent is having 50% capability and 50% preference on a
specific skill. When the agent becomes available there are 2 calls in queue. One requires
the same skill with 90% and the other with 20%. The system calculates it as follows:
• Call A = 90 – 50*50/100 = 65
• Call B = 20 – 50*50/100 = -5 and therefore count as 0.
The agent will pick call B and leave call A to more qualified agent.

Use the Skills tab of the System Configuration window to configure the skills that may be
assigned to agents and calls in the system.

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Figure 1 - 61: The System Skills Configuration Screen

 To open the Skills tab:

Click the Skills tab at the top of the System Configuration window.

The Skills tab displays a scrollable list of the currently defined system skills and the
following two buttons:

New Click N e w to add a new empty row to the Skills list where you can
define a new skill name.

Delete Click D e le te to delete a selected row from the Skills list.

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Configuring System Incomplete Destinations

When a call enters the system with no valid routing destination, the system routes it to the
incomplete call destination. For example, if a call enters IRN with a Call Control Script
as a destination, but the script has not set a value for the service required mandatory call
profile field, leaving the IRN without a destination. In this case, the system uses the
Incomplete Destination for that call.
Since Email contacts can interflow only to email accounts, the incomplete destination for
Email appears on a different tab. Therefore, the screen has two tabs, one for Voice/Chat
contacts and one for email contacts. The tabs are the same except that the destination for
email contacts can only be an email address. The system automatically identifies the
media type, and then depending on media type, the contact is sent to the proper
destination.

Figure 1 - 62: System Incomplete Destination Voice Configuration Screen

 To open the Incomplete tab:

Click the Incomplete tab at the top of the System Configuration window.

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The Incomplete tab comprises:

Default Select, from this drop-down list, the required default incomplete
Incomplete destination (Device, Call Control Script, IRN, or Service) to be used
Destination when shift destinations are not defined.
If a device was selected, fill the device’s DN in the edit box that opens.
Otherwise, select, from this drop-down list, the IRN, Service or Call
Control Script for the default destination.

Shifts List A list of all the shifts with an incomplete destination other than the
default destination. For each such shift, four fields are displayed:
The type of day for which the shift belongs, the shift name, the type of
the destination for that shift (IRN, Call Control Script, or device), and
the destination (IRN, or Call Control Script) or DN (device).

Add Click N e w to add a new shift destination to the list.

Remove Select a shift destination to remove and click R e m o v e to delete a shift

destination from the list.

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Configuring System Tagged Codes

Wrap-up codes are internal codes that are used to label a call. They can indicate the
service received by the call and/or identify the customer who received the service. Wrap-
up codes are used primarily for statistical reporting. Agents enter the wrap-up code when
they have finished handling a call.
Release Codes are used by the system to classify the time the agent spent in released state
by the release reason. In the system there are two pre-defined released codes that are
always available. The first is ‘No Code’ and the second is ‘Forced Released’.
Use the Tagged Codes page of the System Configuration screen to configure the wrap-up
and release codes for the system.

Figure 1 - 63: The System Tagged Codes Configuration Screen

 To open the Tagged Codes page:

Click the Tagged Codes tab at the top of the System Configuration screen.

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The Tagged Codes page of the System Configuration screen comprises:

Wrap-Up codes list A list displaying the Name of the wrap-up code (usually the subject
of the call) and the Number to be dialed by the agent at the end of
the call.

New Clicking this button adds a new row to the list. Enter the
Name and Number for a new wrap-up code.

Delete Clicking this button deletes the last (or a selected) row
from the Wrap-Up codes list.

Release codes list A list displaying the Short Name (used in the Real Time
Application) and the long Name (Used in the Historical Reports) of
the release codes and the corresponding Release with Code
Numbers as defined for the phones in Aeonix.

New Clicking this button adds a new row to the list. Enter the
Short Name and Long Name of the new release code.

Delete Clicking this button deletes the last (or a selected) row
from the Release codes list.

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Configuring System Outbound Parameters

Use the Outbound tab of the System Configuration window to define system wide
parameters for handling outbound calls.
The way the system generates outbound calls for progressive, abandoned and call back is
as follows:

1 The system first waits for an agent that will handle the call and reserves the agent
for this call.
2 The system then waits for an IVR port to become available. As soon as the IVR
port becomes available, the IVR starts to dial the outbound number.
3 According to the settings for abandoned and callback calls, or as defined by the
dial list, the system transfers the call from the IVR to the agent when the remote
side is ringing or answered. Another available option is to transfer the call to a
script before transferring it to the agent.
4 If, while reserved, the agent starts a telephony activity (generates a call or receives
a non-ACD or a consultation call) the outbound call for which the agent was
reserved will search other available agent or will enter the queue.
5. In case the destination not answering, busy, the call progress tones detection
found that the call was answered by answering machine, a SIT tone of Operator
Intercept or Circuit Failure, the system will retry it within a predefined time
(defined in the Retry Timers section in this configuration screen). The number of
timers the system tries to dial a number is defined in the Number of Attempts
parameter defined in the Callback section in this configuration screen.

The way the system generates outbound calls for predictive dial lists is as follows:
Note: Predictive dial list is not applicable in the current version. Check availability.

1 The system calculates every second, the number of required calls to setup. It then
tries to allocate the required IVR ports to setup this number of calls.
2 The system uses call progress tones detection to decide what the next step. If a
call is answered by a customer and there is positive voice detection, the system
will try to transfer the call to an agent. If there is no available agent to answer the
call it is counted as not attendant call and the call is transferred to the queue. In
some countries, the system must disconnect un attendant calls and this may be
done by using the interflow feature (for example, setting the interflow timeout on
this service to the timeout required by law and the interflow destination is a script
that play a file and then hang up the call).

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 3 In case the destination not answering, busy, the call progress tones detection
found that the call was answered by answering machine, a SIT tone of Operator
Intercept or Circuit Failure, the system will retry it within a predefined time
(defined in the Retry Timers section in this configuration screen). The number of
timers the system tries to dial a number is defined in the Number of Attempts
parameter defined in the Callback section in this configuration screen.

The way the system generates outbound calls for automated dial lists is as follows:

The system uses all the available IVR channels to dial the numbers in automated dial
list in the defined time intervals.

Figure 1 - 64: The System Outbound Configuration Screen

 To open the Outbound Definitions tab:

Click the Outbound tab at the top of the System Configuration window and then click
the Definitions tab below.

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The Outbound Definitions tab comprises:

System General Local Area Code Use the local area code, the system
Outbound knows to eliminate it from the CID of
Definitions abandoned calls, or from the numbers to
dial from callback and dial list calls.
Outbound Prefix The digits to dial for an outside line.

Callback Default Callback From the drop-down list, choose the

Service service to be used for callback purposes.
This parameter is used for calls that have
left details for a callback in a stage where
no service is defined for this call.
Number of The number of times the system attempts
Attempts to make the call.
Dial- Auto answer on Select this check box to enable the auto
List progressive Dial- answer for progressive dial list calls. In
List calls this mode, when the system transfers
such a call to an agent, the system
automatically answers the call for the
agent.
Predictive Dial- The Predictive algorithm uses this
List setup time parameter when calculating the number
of calls to dial. Before the system gathers
statistics, the system uses the default
value that you define for the parameter.

Note: Predictive dial list is not applicable

in the current version. Check
availability.

Maximum This is a system wide parameter that

concurrent call defines maximum number of automated
(IVR resources) dial calls for all automated dial lists.
Automated Dial- The system checks if the sum of
List ‘Maximum concurrent calls (IVR
resources).’ per Automated Dial-Lists,
according to its activity schedule, is
greater than the number defined in this
field. If it is, a warning message is
displayed.

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System Wide Reserved The system reserves an agent for the call, and then waits for
Timers Agent an IVR port to become available. If the time defined by this
Wait for parameter expires and there is still no free IVR port, the
IVR Port agent will become available for another activity and the
outbound call will wait for the next retry.
Enter the number of seconds for which an agent should be
reserved for an outbound call when an IVR port is not
available.

IVR Wait Enter the number of seconds for which an IVR should wait
for for an answer.
Answer If ‘Transfer to agent on connect’ is defined and this timeout
expires, the system will drop the call and wait for the ‘No
answer retry time’ for the next retry.
Retry Timers Busy The amount of time (in seconds) the system
should wait before re-trying after a busy signal.

No Answer The amount of time (in seconds) the system

should wait before re-trying after no answer
has been received.

Answering Machine The amount of time (in seconds) the system

should wait before re-trying after the call
progress tone detection mechanism detected
that the call was answered by an answering
machine.

PSTN Operator The amount of time (in seconds) the system

Intercept (S.I.T.=IC) should wait before re-trying after the call
progress tone detection mechanism detected
that the call received one of the following S.I.T
(Special Information Tones):

IC (Intercept) - Intercept applies when the

number has been changed, vacant number,
disconnected number, non-working number,
temporarily suspended service, and incoming
call restriction.

PSTN Circuit Failure The amount of time (in seconds) the system
(S.I.T=NC,RO) should wait before re-trying after the call
progress tone detection mechanism detected
that the call received one of the following S.I.T

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 (Special Information Tones):

NC (No Circuit) which means that there is no

trunk available

Or

RO (Reorder) - The Reorder applies due to;

Internal Switching Blockage, Failure to receive
wink on an interoffice call attempt, Insufficient
or mutilated digits, failure to find an available
resource, interoffice signaling link failure, all
announcement trunks busy, switching
equipment congestion or protocol errors

Outbound Parameters that define the outbound behavior. There are several possible
behavior differentiations.

Transfer to Agent On Check one of the following options for the

appropriate transfer mode. There are
differences between the PBX types and
different types of trunks.

Connect The IVR transfers the call to the

agent as soon as the customer
answers the call.

Ring The IVR transfer the call to the

agent as soon as the customer’s
telephone starts to ring.
Customer Disconnect Defines system behavior when the customer
in IVR hangs up while talking with the IVR.

Stop When the customer disconnects the

call, this number will not be
redialed and this number will be
signed in DB as failed.

Continue When the customer disconnects the

call, the system will retry the call
later until the number of retries is
fulfilled.

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Configuring Time Zones and Daylight Saving for Outbound Calls

In some countries there are limitations about the time of the day that the system can dial
to a customer. In order to manage this, the system must know few things: In what time
zone the dialer is located, whether this time zone uses the daylight saving, a definition of
all time zones and means to identify per every dial number to what time zone it belongs.

Figure 1 - 65: Time Zones and Daylight Saving Configuration Screen

 To open the Outbound Time Zone and Daylight Saving tab:

Click the Outbound tab at the top of the System Configuration window and then click
the Time Zone and Daylight Saving tab below.

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The Outbound Time Zone and Daylight Saving tab comprises:

Time Zone File with Timezone data The system currently works only with a CSV
file named AREACODEWORLD-
PREMIUM.CSV. The file should be
purchased by the customer.
Browse Click to search for the location of the
Timezone data file
Load Click to load the Timezone data file into the
system.
Note: Loading new time zone information is
time consuming and it may take several
minutes.

GMT offset The GMT offset of the server location. This

is used to define the time zone of the server

Observed Daylight saving Select this checkbox if daylight saving is

practiced in the region.

Daylight For regions that practice daylight saving: Configure the daylight saving
saving period, using one of the following two options:

Specific days Select this option to define the date range of

daylight saving time. Set the From and To
dates. (e.g., From April 30th to November 1st).

Month, week, day Select this option to define the daylight

saving period, where the start and end days
are a specific day in a week of a month (e.g.,
will start on the first Monday in April and
end, first Monday in October).

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Configuring Do Not Call (DNC) and Call Lists for Outbound Calls

Some numbers in the dial-list may be restricted for outbound dialing (restricted in general
or restricted for this specific site). However, some generally restricted numbers can be
allowed for this specific customer.
Examples of Do Not Call tables: National DNC table and company-specific restricted
numbers.
An example of a Call table: company-specific allowed numbers.
The administrator defines the tables that the outbound-predictive process checks when
deciding if a specific number is allowed or restricted for outbound predictive dialing.
Each predictive Dial-List defines which DNC/Call table is relevant.
Note: Predictive dial list is not applicable in the current version. Check availability.
In some countries, the law requires the operators of outbound dialers to verify that the
customer (represented by a dial number) is not registered in a national or regional Do Not
Call list before calling the customer. If this is not done, the organization that operates the
dialer may be legally sued. The customer may allow specific contact centers to call him
although his number appears in a national or regional Do Not Call list (for example, a
customer is registered in the national Do Not Call list, but still wants his bank to call him
when the bank is running a campaign).

Figure 1 - 66: DNC and Call Tables Lists Configuration Screen

Aeonix Contact Center – Administrator User Guide 168

The system uses a database table that contains dial numbers that can be dialed or cannot
be dialed

Note: The Outbound DNC/Call Tables list tab is enabled only if one of the following
licenses is purchased: Predictive Agents license or Outbound-Advanced Definitions
license (for other types of Dial-Lists).

 To open the Outbound DNC/Call Tables List tab:

Click the Outbound tab at the top of the System Configuration window and then click
the DNC/Call Tables List tab.

The Outbound DNC/Call Tables List tab comprises:

Tables List A scrollable list displaying the Name and Mode of all the DNC/Call
tables in the system. Use the four navigational buttons below the list
to move up or down the list, return to the beginning or jump to the
end of the list.

New Click New to start a wizard to add a new DNC/Call table to the list.

Delete Click Delete to delete a DNC/Call table from the list.

DNC/Call Table Connection Name Choose from the list the connection name
Definitions of the external database that contains the
table. In order to define new connections
see Configuring External DB Connections

Response time out (sec) The response timeout when the system is
waiting for a response from a DNC/Call
table.
Table name The name of the table that contains the
numbers to dial or not to dial in the
external database.
Block Allow Mode Define if the numbers in the table are
numbers allowed to dial (Call List), or
blocked numbers (Do Not Call List).
1st phone number The name of the column that contains the
column name 1st dial number for the customer.
2nd phone number The name of the column that contains the
column name 2nd dial number for the customer.
3rd phone number The name of the column that contains the
column name 3rd dial number for the customer.
Status Column Name The Status Column Name and Status
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 Value parameters instruct the system to
refer only to records that have a predefined
value in the status column. For example, in
a DNC table, only records that contain
"DNC" (status value = DNC) in the status
column will be treated as DNC. All others
will be ignored

Status Value This parameter instructs the system which

value of the defined field (above) to check.
See the Status Column Name description.

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Configuring System Internet Parameters for Chat Contacts

Use the Internet tab of the System Configuration window to define various parameters for
handling chat contacts.

Figure 1 - 67: The System Internet Parameters for Chat Configuration Screen

 To open the Internet-Chat tab:

Click the Internet tab at the top of the System Configuration window and then click
the chat tab below.

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 The Internet - Chat tab comprises:

Max chat calls The maximum number of concurrent chat calls.

Transcript This area contains two check boxes and a field in which you may enter
an email address.

Send Transcript to Check this box to send a transcript of the call to

Chat Caller the caller on completion.

Save Transcript Check this box to save the calls transcript

locally.

Email Address Specify the address to which all transcripts

should be sent.

Email subject title The contents of this field will be used as the
subject line for emails containing the transcript.

Chat Responses Click to open the Chat Responses window where

you can define shortcuts for responses to be used
by the agent in chat sessions.

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Configuring Internet Chat Responses

Use the Chat Responses window to define shortcuts for responses to be used by the agent
in chat sessions.

Figure 1 - 68: The System Internet Chat Responses Configuration Screen

 To open the Chat Responses window:

Click Chat Responses in the Internet tab of the System Configuration window.

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The Chat Responses window comprises:

Chat Responses An Explorer type tree details the responses defined in the system. Use
Tree Area the four navigational buttons below the list to move up or down the list,
return to the beginning or jump to the end of the list.

New Click N e w to activate a wizard to add a new Chat Response to the tree.

Delete Click D e le te to delete an item.

Type Once you have defined a folder or chat response, the Type area
becomes active. Here you can select the appropriate option to define a
Folder, File URL or Text:
Folder Enter a name for the new folder.
Note: Folders on the same level require unique names.
URL Enter a name and a URL address. The name will appear
in the agent’s responses list. When selected by the agent
during the chat call this URL will be pushed to the
caller.
Note: This text will not be checked for validity or
existence, so extra care should be taken to enter the
correct characters.

Text Enter a name and the type the message in the Text area.
When selected by the agent during the chat call this
message will be displayed on the caller’s computer.

Content The Content area displays the name and relevant parameters for the
selected Type.

 To add a new Item:

Click N e w . The New Chat Response Item window opens. Here you can select the
item type and define the appropriate parameters.

 To edit an item:
Select the required item from the Chat Responses tree and change the details in the
Type and Contents areas.

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Configuring System Internet Parameters for Sending Emails

Use the Internet tab of the System Configuration window to define SMTP server access
and other parameters for handling email contacts.

Figure 1 - 69: System Internet Parameters for Email Configuration Screen

 To open the Internet E-Mail tab:

Click the Internet tab at the top of the System Configuration window and then click
the E-Mail tab below.

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The Internet – Mail tab comprises:

System SMTP The organization’s SMTP email server. The Aeonix Contact
Center server checks every 5 minutes for Historical reports that
are ready to be sent by email via the SMTP server. If found, the
SMTP server sends the reports per recipient.

Note: The IT manager must allow the Aeonix Contact Center

server to send emails to internal addresses within the
organization.

IP Address / Host The IP address or host name of the

Name organization’s SMTP email server.

Port The TCP port the SMTP email server

uses for sending emails. Default is 25.

Email Assigning Mode The email assigning mode is set according to site needs and the
way email clients, such as Outlook, are configured. In sites
where free seating is important, the personal assigning mode is
preferred, but it is possible only if the site mail configuration
supports it. In order to work in personal assigning mode, an
agent must log into a computer with a user name that matches
the email client configuration. If they do not match, only the
computer assigning mode is available.

Email address In this mode, when the agent logs on, the
assigning to system uses the email address as entered
position (computer) by the agent in the logon dialog box. The
system ignores the email address defined
in the agent’s details administration
screen. This mode enables free seating of
email agents.

Email address In this mode, when the agent logs on, the
assigning to agent system uses the email address as defined
(personal) in the agent’s details administration
screen. The system ignores the email
address in the logon dialog box. This
mode enables free seating of email
agents.

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Import / Export of Agent Scripts and GCCS Scripts

Use the Import/Export subtab in the Management tab of the System Configuration
window to import or export Agent detail files or GCCS script definition files.

Figure 1 - 70: Export Agents Screen

 To open the Management tab:

1. Click the Management tab at the top of the System Configuration window.
2. At the bottom of the screen, click the Import/Export subtab.

The Import/Export tab comprises:

Working Table Drop down list allows you to select Agents to import or export an
Agents script; or GCCS to import or export selected GCCS script
definitions.
Export Click this button to export a script. The Select File dialog is
displayed. Enter the name for a new file in the File Name field, or
select a filename from the list box to edit or overwrite.

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Load File Click this button to load an Agent Definitions .csv file (prefix
“agents”); or a GCCS Scripts .csv file (prefix “ccs_hdr”). The Select
file dialog box is displayed. Select a file in the list box for import.
Import After an Agents Definitions file or a GCCS Scripts file has been
successfully loaded (with no duplicate records, see below), click this
button to import the records into the Aeonix Contact Center database.
Total Shows the total number of records being imported or exported.
In Process Shows the number of records that are being processed (counts down to
zero).
Failed Shows the number of records that failed in an import operation because
they are duplicates of already defined records.

Export Agent Definitions File

Select Agents in the Working Table drop-down list. The list of agents currently defined
in Aeonix Contact Center is displayed in the table area. When exporting an Agent
Definitions file, all the agents in the Working Table are included. Click the Export
button. The Select File dialog is displayed as shown below.

Figure 1 - 71: Export Agents Select File Dialog

Agent Definitions .csv files must have the prefix “agents” in the file name. For example
“agents_export_2.csv” is a valid filename.

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The Agent Definitions .csv file has the following format.

Figure 1 - 72: Export Agents File Format

Import Agent Definitions File

Select Agents in the Working Tabledrop-down list. Click the Load File button. The
Select File dialog is displayed as shown below.

Figure 1 - 73: Import Agents Select File Dialog

Select the file to be imported in the list and click Open.

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If there are records (agents) that are duplicates of agents that are already defined in the
Aeonix Contact Center database (same ID number), the conflicting records will be
displayed in Working Table area as shown below, and the Failed counter displays the
number of conflicting records.

Figure 1 - 74: Import Agents Duplicate Records Failed

You must resolve conflicts by editing the Agent Definitions file. The Import operation
will not allow overwrites of agent records.

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When the Import operation is successful, the imported records are displayed in the
Working Table area, and the Failed counter shows zero.

Figure 1 - 75: Import Agents Succeeded

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Export GCCS Scripts File

Select GCCS in the Working Table drop-down list. The currently defined GCCS scripts
are displayed in the Working Table area as shown below.

Figure 1 - 76: Export GCCS Scripts

When exporting a GCCS Scripts .csv file, you must select one or more (or all) of the
GCCS scripts listed in the Working Table as shown below.

Aeonix Contact Center – Administrator User Guide 182

Figure 1 - 77: Export GCCS Scripts Selected

Click the Export button. The Select File dialog box is displayed as shown below

Figure 1 - 78: Export GCCS Select File

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Enter a filename or select a file to be overwritten. The filename must have the prefix
“ccs_hdr”. For example, “css_hdr_5.csv” is a valid filename.

Note: The GCCS Scripts are exported as a pair of files with the following prefixes:
“ccs_hdr” and “css_info”.

When the GCCS Scripts files have successfully exported, the Total field is updated to
show the number of records exported, as show below.

Figure 1 - 79: Export GCCS Scripts Succeeded

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The “ccs_hdr” file has the following format:

Figure 1 - 80: GCCS Scripts HDR File

The “ccs_info” file has the following format. The individual scripts are stored in an
opaque binary format.

Figure 1 - 81: GCCS Scripts INFO File

Aeonix Contact Center – Administrator User Guide 185
Import GCCS Scripts File

Select GCCS in the Working Table drop-down list. Click Load File. The Select File
dialog is displayed as shown below.

Figure 1 - 82: GCCS Scripts Import File Select Dialog

Note: Only the “ccs_hdr”prefixed files are displayed as a means of selecting the GCCS
Scripts to be imported The paired “ccs_info” files are assumed, and must be present in
the directory..

Select the required file and click Open. The scripts contained in the GCCS Scripts file
pair are displayed in the Working Table area as shown below.

Aeonix Contact Center – Administrator User Guide 186

Figure 1 - 83: GCCS Scripts Load File Result

Select the scripts to be imported in the Working Table area. If no selection is made, then
all scripts are assumed. Click Import.

The system will warn if scripts being imported are duplicates (same ID) of scripts already
defined in the Aeonix Contact Center database.

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If you chose to import all scripts contained in the GCCS Scripts files, the following
warning is displayed:

Figure 1 - 84: GCCS Scripts Import All Warning

To continue and overwrite the scripts, click OK to close the Warning. Select the scripts
(up to all) to be imported, and click Import again.

If you have selected scripts in the Working Table area to be imported, the system will
also warn if scripts being imported are duplicates (same ID) of scripts already defined in
the Aeonix Contact Center database, as shown below.

Figure 1 - 85: GCCS Scripts Import All Warning

Click OK to Import and overwrite the scripts.

Configuring DB Backup Parameters

There are three backup methods: daily, weekly and monthly. They can be combined for
best results. For each method you may specify the number of generations to be stored.
For example, if you choose “3,” the system stores backup files from today, yesterday, and
the day before. All previous backup file generations before that point will be erased.

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The backup process will include:
• The Aeonix Contact Center Database (System parameters, Site configurations,
Statistical data collected)
• Agents` setups
• IVR Recorded files
• The Email Storage (when applicable)

To restore date from a backup file set, please refer to Restore From Backup.

Note: It is best to set the backup start time during a quiet period of the work day. Avoid
setting the time for midnight because many system background procedures are
automatically carried out at this time.

Figure 1 - 86: The System Database Backup Configuration Screen

 To open the Backup tab:

1. Click the Management tab at the top of the System Configuration window.
2. At the bottom of the screen, click the DB Backup tab.

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The Backup tab comprises:

Backup Set the following parameters to define database backup policies and scheduling
Schedule Destinatio The network location where the backup files are stored. The path is
n Path related to the server root directory.
Note: Use a complete pathname, and avoid using a mapped drive
(such a drive is as mapped in the server).
Start Time From the drop-down list, select a start time for the backup process.

Daily Check this box to set the backup on a daily basis.

Keep: Set the number of daily backup generations to be kept.

Weekly Check this box to set the backup on a weekly basis.

Keep: Set the number of weekly backup generations to be kept.

Day of the Set the day of the week to start the backup.
Week:

Monthly Check this box to set the backup on a monthly basis.

Keep: Set the number of monthly backup generations to be kept.

Day of the Set the day of the month to start the backup.
Month:
Backup now Click this button to start the system backup procedure immediately.

Note: This action gives you a yes or no option as to whether to continue the
procedure since backup puts a heavy load on the system.

Save Config Create a database that contains only the administrative tables without the statistical
Data tables’ data.
Note: This action gives you a yes or no option as to whether to continue the
procedure since backup puts a heavy load on the system.

Refresh Refresh list of backups kept in the system.

Backup Log

Restore from Backup

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 To restore a backed
1. Click the Management tab at the top of the System Configuration window.
2. At the bottom of the screen, click the DB Backup tab.
3. Click the Restore database button
4. The following window will pop-up to allow select of backup-set for restore

5. Select Backup set and click the Select file button

6. Restore will be performed

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Configuring DB Storage / Retention

Use the Storage subtab in the Management tab of the System Configuration window to
configure the Database storage based on how many years of retained data you want.

Figure 1 - 87: DB Storage Subtab

 To open the Management tab:

1. Click the Management tab at the top of the System Configuration window.
2. At the bottom of the screen, click the Storage subtab.
3. From the Retain data for dropdown list, select 1, 2, or 3 years.

Configuring External DB Connections

Use the Interface tab of the System Configuration window to define various parameters
for external interfaces. The Interface tab contains three tabs – Connections, Loggers, and
C2G.

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An external DB connection is used by the system to access databases that contain
information that affects call routing. It is used by CCS actions, by Dial lists, and other
functions. This configuration screen contains everything required by the system to
connect to the external DB. Queries are defined by features that use the external DB. The
system assumes that the external DB may be accessed using an ODBC, JDBC, or Web
Services interface.

Figure 1 - 88: System External Database Connections Configuration Screen

 To open the Connections tab:

1. Click the Interfaces tab at the top of the System Configuration window.
2. At the bottom of the screen, click the Connections tab.

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The Connections tab displays the following fields:

Connections A list of external databases. Any connection in the list is characterized

list by a user-defined name for this connection and by its ODBC DSN.
New Click this button to add a new connection to the list.

Delete Click this button to delete the last (or the selected) connection from the
list.
Name A user-defined name for this connection.
Interface Name The DSN, as appears in the odbc.ini file (see ODBC.ini Configuration),
of the ODBC, JDBC, or web services database that the user wants to
connect to. Obtain the DSN from your database administrator.
Interface Type There are some queries to the external database that use non standard
SQL. (For example, when the dial list fetches the records to dial from
the external database, it limits the number of fetched records. The
option to limit the number of fetched records is non standard in SQL).
In these cases the system must know the proper syntax. This parameter
is selected automatically when selecting the DSN.
From the adjacent drop-down list, select the interface type (ODBC,
JDBC, or Web Services).
URL The URL through which the external database server is accessed.
Database Name Connection name used to connect to the database server or servers.
User Name The User ID is required to connect to this database (supplied by the
database administrator).
Password The password is required to connect to this database (supplied by the
database administrator).
Timeout (sec) If a connect request to the external database does not respond, the
system will enter a state of timeout. The timeout is programmed as an
action within the script.
Simultaneous Define the maximum number of simultaneous connections allowed to
Connections connect to this database.
No response Define (in seconds) the amount of time the system waits for a response
alarm (sec) from the database before issuing an alarm.
Keep-alive Define (in minutes) the frequency that a connection will be kept alive
Time (minutes) by issuing dummy queries to the database. The Keep alive query field
enables the administrator to receive a valid query for this DB.
Keep-alive This query is activated every Keep-alive Time.
query
Driver JDBC driver of a specific database type. For example: MS-SQL,
MySQL, etc.

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ODBC.ini Configuration
Data Source Names (DSN) are defined in the odbc.ini file located under the /etc/
directory. This file determines how to connect to the database. The following example
describes how to create or edit the obdc.ini file for a JDBC interface.

To create or edit the odbc.ini file:

1. Open the odbc.ini file in a text editor (such as Notepad).
2. Edit the following parameters as required, and then save the odbc.ini file.

P a ra m e te r Value Example Description

Driver = com.mysql.jdbc.Driver JDBC driver of a
specific database type
(such as mssql, mysql,
etc.)
DSN = MYSQL_JDBC The name of the
database as it appears in
the ACC Administration
SERVER = jdbc:mysql://10.2.13.10:3306/jdbc_mysql Connection string (URL
or IP address) to
database server,
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P a ra m e te r Value Example Description
specified for each
database type
DATABASE = jdbc_mysql Connection name used
to connect to the
database server or
servers
USER = admin The user name for
secured connection to
this database
PASSWORD = tadirantele The password for
secured connection to
this database
CLASSNAME = AccDbHandler Mediates between JDBC
driver and Aeonix
Contact Center
dbiserver

Note: The ODBC / JDBC files must be stored under the /opt/libjdbc directory.

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Configuring the Interface for the Aeonix Logger

Use the Interface tab of the System Configuration window to define various parameters
for external interfaces. The Interface tab contains three tabs: Connections, Loggers, and
C2G.

Figure 1 -89: Aeonix Logger Configuration Screen

 To open the Loggers tab:

1. Click the Interfaces tab at the top of the System Configuration window.
2. At the bottom of the screen, click the Loggers tab.

The Loggers tab comprises:

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Logger type The Call Logger application name.
Exclusively supported: Aeonix Logger

Reported This list maps each CP field to one of the field names in the Aeonix
Record Logger Query application.
Structure When a call is routed via the Aeonix Contact Center, associated Call
Profile information about the recorded call (in addition to Agent ID)
can be collected and delivered to the Aeonix Logger, which is then
displayed in the Aeonix Logger Query application.

Add Click A d d to select one of the system’s CP mandatory or

user fields from the Add CP Field screen (see below).
Then, in the Logger Field Name field on the Logger tab,
enter one of the following Aeonix Logger fields with
which to map the CP field to:
reservedtwo
reservedthree
reservedfour
Note: These field names are hard coded and must be
entered as is in lowercase.
Click S a v e .
Remove Click R e m o v e to remove the last (or the selected)
mapping between one of the system’s CP fields to one of
the logger’s fields.
Click S a v e .

Figure 1 -90: Add CP Field Screen

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Configuring the Interface to a CRM Application

Use the Interface tab of the System Configuration window to define various parameters
for external interfaces. The Interface tab contains four tabs: DB Connections, WFM
(Workforce Management), Loggers, and CRMs.
The currently supported CRM application is SAP.

Figure 1 - 91: The System CRM Configuration Screen

 To open the CRMs tab:

1. Click the Interfaces tab at the top of the System Configuration window.
2. At the bottom of the screen, click the CRMs tab.

The CRMs tab comprises:

CRM Select from the list the CRM manufacturer name. The currently
applications supported CRM manufacturer is SAP. When selected, the configuration
list screen will change according to the selection

CRM Type The name of the selected CRM from the CRM application list

CRM server IP The IP address of the SAP server

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CRM server The service ID to initiate connection to the SAP application. The server
network ID network ID identifies which IP port is used by the SAP application to
wait for incoming connections.

Program ID The SAP interface is implemented using the RFC protocol. In this
mode, the SAP server uses function calls supplied by the system to
answer the SAP client CTI request. In order to do so, the SAP server
needs to know the system. The SAP administrator allocates a name and
the same name must be defined in this parameter.

User Fields The Call Profile Field which identifies a Business ID. This field will be
inserted into the Business ID field of the Call Attached Data.

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Configuring the Interface to a Cradle to Grave Application

For details on the Cradle to Grave – Detailed Reporting window, refer to the "Aeonix
Contact Center Cradle to Grave User Guide".

 To open the Cradle to Grave tab:

1. Click the Interfaces tab at the top of the System Configuration window.
2. At the bottom of the screen, click the Cradle to Grave tab.

Figure 1 - 92: System Cradle to Grave Configuration Screen

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Chapter 4 — The GCCS Administration Application

Overview
The Graphical Call Control Script (GCCS) Administrations is a used to graphically
define and maintain Call Control Scripts.
Call Control Scripts can be used to define the way the system handles ACD calls. The
scripts are used to process calls, present information to callers, prompt them for input,
collect input digits, query the organization database, etc.

A script contains a set of actions that are performed on a call. Specific scripts can be
created containing a variety of actions, selected from the set of actions available in
Aeonix Contact Center GCCS Administration. Scripts can be linked together to build
flexible applications.
Scripts are activated in various stages of the contact processing, such as:
• Incoming call entry point – IRN. An IRN defines the rules by which each
incoming contact should be routed. The script can supply the caller an
option menu that routes the call depending on the caller’s selection. The
script can affect routing and change parameters (to be used later in
handling the call) of an incoming in a flexible way, using requirements
collected from the caller and other call parameters.
• Activation of one script / different scripts on a Queued call. While the call
is queued scripts can be combined. Scripts can offer different options, such
as announcements to the caller, enable the caller to receive information,
offer a call back initiated by the system at a later time, and more.
• On Interflow.
• When there are no agents logged in to the system.
• When the customer answers an outbound call.
• On Incomplete Call scenario - the call has reached a situation where it has
no valid destination.
The actions of a Call Control Script can change the Call Profile of the processed call. The
CP can be used to affect the routing of the call, by, for example changing or setting the
service or priority required by the call, adding information about the caller in user-
defined fields, etc. The caller can change the call profile when the script defines actions
that require caller input, such as a menu. In this way, the caller can contribute to the
routing process.

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Using GCCS Administration
The GCCS Administration Screen.

Figure 1 - 1: The GCCS Administration Main Menu

The Aeonix Contact Center GCCS Administration window contains the following
areas:

Menu Bar The menu bar at the top of the window provides options for adding
scripts, saving changes and setting options.

Tool Bar The tool bar at the top of the window, just below the menu bar,
provides icons that the user can click to activate some of the main
menu options.
Scripts list / This area at the top left of the window, lists all the currently defined
Actions scripts in the application, or lists the actions palette from which
palette pane actions are dragged and dropped into the script area (the displayed list
changes according to the tab selected).
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Description This area at the bottom left of the window provides a description of
pane the selected script. This can be used to explain the purpose and the
text of an announcement or the reason for a selected script. The
description can be edited, if required, and can contain a maximum of
2,048 characters.

Script flow The area at the top right of the window is used to display a chart that
pane depicts the flow of the script

Properties The area at the bottom right of the window is used to display the
pane properties of the currently selected action.

The Aeonix Contact Center GCCS Administration window can be resized in order to
display required by dragging its borders widthwise and/or lengthwise. Any changes to the
window size configuration will be automatically saved and displayed when the window is
next opened.
The Comment and Script Action areas can be reduced and enlarged by dragging the lines
that separate them up or down and left or right.

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The GCCS Administration Menu Bar.

The GCCS Administration menu bar contains the following items:

File This menu provides the following sub menus:

New Script Adds a new script to the Script list.

Save Script Saves any changes made in the current script.

Save All Scripts Saves all changes made in the scripts.

Delete Script Deletes the script from the script list.
Reload and Sort Reloads all scripts from the database, sorting them
chronologically or alphabetically by name.
Exit Closes the application.
Note: If changes are not saved before trying to exit the
application a warning message will pop-up.
Edit This menu provides the following sub menus:

Cut Cuts the selected action(s), properties and arrows to be

pasted in another script.

Copy Copies the selected action(s), properties and arrows to be

pasted in another script.

Paste Pastes the selected action(s), properties and arrows

copied from another script.

View This menu provides the following sub menus:

Zoom In The Zoom In allows you to zoom into the script at
various increments.

Zoom Out The Zoom Out allows you to zoom out from the script at
various increments.

Original Size The Original Size allows you to return to the 100%
screen.

Scripts Lists all the configured scripts in the application.

Help This menu enables access to the context sensitive Online Help and provides
information about the current version of the application.

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The GCCS Administration Tool Bar

The GCCS standard tool bar uses icon shortcuts to streamline access.

New Script Adds a new script to the Script list.

Save Script Saves any changes made in the current script to the
database.
Save All Scripts Saves all changes made in the scripts to the database.

Delete Deletes the script from the script list.

Reload Current Script Reload the current script from the database. The script is
loaded as it was saved. This way one can undo all changes
since last save.
Cut Cuts the selected action(s) and properties to be pasted in
another script.
Copy Copies the selected action(s) and properties to be pasted
in another script.
Paste Pastes the selected action(s) and properties into another
script.
Setup Dialog Creates pre-defined messages for chat scripts and shows
characteristics of the voice file.
Database Test Query Sends a test query to a database.

Zoom Out Allow you to zoom out from the page at various
increments.
Zoom In Allows you to zoom into the page at various increments.

Select Zoom Allows you to “zoom in” to get a close-up view of your
page or “zoom out” to see more of the page at a reduced
size.
To use:
Click the arrow next to the Select Zoom box.
Click the zoom setting you want.
Original Size Restores you to the 100% screen.

Logout Exits the GCCS Administration application and all other

open Aeonix Contact Center Visor applications.
Exit Exit the GCCS Administration application

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The Aeonix Contact Center GCCS Administration Setup Dialog Box
The Setup dialog box offers the option to manage the predefined chat responses list. Chat
messages can be added, modified or deleted. Chat responses are used in actions that are
relevant to chat contacts, such as ‘Send Message’. This action may be used in a script
used as an announcer for chat contacts.

Figure 1 - 2: The GCCS Administration Messages Options

 To open the GCCS Administration Options dialog box:

Select Setup Dialog from the Tools menu in the GCCS Administration menu bar.

- Or -

Click the Setup Dialog icon in the GCCS Administration tool bar.

 To add a new message:

1. Click A d d .
2. Select the recently created message from the M e s s a g e s window.
3. Enter the name of the message in the properties pane.
4. Enter the message text on the properties pane.

Note: The new message is automatically saved.

 To modify an existing message:

1. Select the message you want to modify.
2. Enter the name of the message on the properties pane.
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 3. Enter the message text on the properties pane.

Note: The new message is automatically saved.

 To delete an existing message:

1. Select the message you want to modify.
2. Click D e le te .

Note: Deleted messages cannot be recovered.

Note: Canceling the Dialog does not affect the modifications performed on the Messages
tab

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Viewing and Modifying Scripts
The Aeonix Contact Center GCCS Administration window displays a list of all
existing scripts. It is possible to modify the list of scripts by adding or deleting scripts.
Selecting a script in the list displays the script’s flow in the Script flow pane.
The script actions are executed according to the flow shown in the chart. It always begins
with the action and continues along the path described in the flow and affected by
various yes/no conditions or multiple choice junctions that determine the course of the
script.
Each action has one entry point, and may have one or multiple exit points, one for each
possible result, depending on the type of action. When the script is executed, the result of
each multiple-exit-points action determines the next action. For example, the Give Menu
action has an exit point for each possible digit input and additional exit point for timeout.
If the customer presses the ‘1’ digit, the script will continue to the action that is
connected to the ‘1’ exit point). If no action is connected to the exit point of the current
action – the script ends. One action can be connected to multiple exit points (of same or
different actions.)
A maximum number of 500 scripts are allowed in this application. Up to 100 actions can
be defined for each script. There are several ‘protected scripts’ that are supplied with the
system and cannot be edited or deleted.
The script’s actions can be used to affect the destination of a call, gather information
from the caller, present information to the caller or to make logical decisions that affect
the call routing based on the information gathered from the user or the company’s
supporting systems. Some of these actions are telephony (for example: Transfer) and
some obtain information from the organization’s database (for example: SQL Query) and
others require IVR (Interactive Voice Response). When the system executes IVR actions,
such as Give Menu, Get Digits, or Play File, the call is automatically transferred to an
available IVR port.
The properties of an action can be defined by selecting the action in the Script flow area.
The action properties will be displayed and can be edited in the Action area.
From the Aeonix Contact Center GCCS Administration window, the following
procedures may be executed on a script or action:

 To add a new script to the list:

Click the New Script icon from the toolbar.
- Or -
Select the New CFS option from the File menu.
A new script item will be added at the end of the list.

 To add an action to a script:

1. Select the required script from the Scripts list.
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 2. Click the Palette tab.
3. In the Pallet, click the desired action.
- Or -
Drag and drop the desired action from the Palette into the Script pane.
4. Connect the new action to its appropriate place in the script flow:
a. Hover the mouse on the exit point of the previous action until it turns into a
red star.
b. Click and hold the red star, drag the connecting line and drop it on the new
action.
c. Repeat steps a and b until every exit point in the new action is connected to its
appropriate next action.
5. If you wish to adjust the script layout, drag and drop actions to any desired
location in the script pane.
6. Click the new action to select it and display the action’s properties in the
properties pane.
7. Fill in the action properties.
8. Select Save Script or Save all Scripts.

 To copy scripts in the list:

1. On the Script Flow Chart Pane, Click an action. Or, to copy more than one action,
Click and drag the mouse to select part, or all, of the script.
2. Select the Copy option from the Edit menu or click the Copy icon from the
toolbar.
3. In order to paste the copied part of the script in the new script, Select the Paste
option from the Edit menu or click the Paste icon from the toolbar

 To delete a script from the list:

Click the Delete icon from the toolbar.
- Or -
Select the Delete CFS option from the File menu.
A new script item will be added at the end of the list.

 To rename a script:
Click the script to be renamed and type a name.

Note: A script name may contain up to 31 characters.

Note: When saving a script, all ‘not connected’ actions are removed automatically.

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Browsing for Wave files
Many scripts uses voice prompts files (*.wav). In order to be played, the files should be
accessed by the server (or by the distributed IVR server that contains the IVR port
allocated for the call). During the process of building scripts, the full path for the wav file
as seen by the computer that plays the file may not be available since the administrator
who defines scripts seldom works on the server (or on the distributed server). Therefore,
a special ‘file browse dialog’ is supplied. In this dialog box, the administrator sees the
directory tree as viewed by the server. The viewable part of the directory tree starts in the
IVR folder on the server. When a file is chosen, the system makes sure to store the path
in such a way that the file will be accessible by the system.

The IVR also includes multilingual support. Instead of writing a different script for every
supported language, the administrator can write a single script so that the caller will hear
the announcements in the required language.

 To enable multi-language scripting:

1. Attach a mandatory CP field - ’Language’ to every call (this can be done in the
IRN’s CP configuration screen in the Aeonix Contact Center Administration
2. Use the ‘Match multi lingual file’ option in the ‘file browse dialog’.
3. Make sure that any file used is available in each of the required languages and
located under the correct language folder under the server’s IVR folder.

The list of supported languages is available in the System miscellaneous configuration

screen in the Aeonix Contact Center Administration.

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GCCS Available Actions

Configuring the Announce Action

The Announce action announces numerical values to the caller (for example: “Your
customer number is 2763”). Numerical values are defined in the Call Profile fields. The
announcement is in the call’s language.

Figure 1 - 3: The GCCS Administration Announce Action

The Action area displays the following fields for configuring the Announce script action:

Aeonix Contact Center – Administrator User Guide 212

Announce Field Select the field that you want to announce from the drop-down
list.

File to Play Select the recording that precedes the number announcement.

Format Select, from the drop-down list, the numerical format. You may
choose from number, digit by digit, sequential, date, money or
time. The formats have different characteristics and therefore the
window changes accordingly.

Number In this format, the system will announce the contents of the
announced field as a number (integer or decimal).
Languages This table is used to define, for each supported
Gender language, the gender in which the numbers will be
table announced

Type Choose from decimal or integer.

Decimal This field is active only if decimal is selected in the

Places ‘type’ field. It defines how many digits to the right
of the decimal point are to be announced.
Negative Select the file that plays the recording denoting a
Number negative numerical prompt.
Prompt

Before Check this box if the ‘Negative Number prompt’

Number file should be played before the number

Positive Select the file that plays the recording denoting a

Number positive numerical prompt.
Prompt

Before Check this box if the Positive Number prompt file

Number should be played before the number

File to Play Select the file that plays the concluding

[end]: announcement.

Highest No. This area states the highest number announced.

Announced: Anything above this number will be announced in
single fragments.

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Digit by Digit In this format, the system will announce the contents of the
announced field digit by digit. This may be used to announce
social security numbers.
Language This table is used to define, for each supported
Gender language, the gender in which the numbers will be
Table announced.
Negative Select the file that plays the recording denoting a
Number negative numerical prompt
Prompt
Before Check this box if the ‘Negative Number prompt’
Number file should be played before the number.
Positive Select the file that plays the recording denoting a
Number positive numerical prompt.
Prompt

Before Check this box if the Positive Number prompt file

Number should be played before the number.

File to Play Select the file that plays the concluding

[end]: announcement.

Sequential In this format, the system will announce the contents of the
announced field as a sequential number (this is the format that is
used to announce the place in queue).

File to Play Select the file that plays the concluding

[end]: announcement.

Language This table is used to define, for each supported

Gender language, the gender in which the numbers will be
table announced
Date In this format, the system will announce the contents of the
announced field as a date.

Announce Select the format of the date announcement (for

Format example: mon/dd/yyyy)

Week Day Check this box if the day of the week should be
played before the date.

File to Play Select the file that plays the concluding

[end]: announcement.

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Money This is the same as the number format but with the addition of
units and subunits (for currency it may be Dollars and Cents, for
weight it may be Kilos and Grams, and so on). The same format
as number but with the addition of units (currency, weight, and so
on).

Language This table is used to define, for each supported

Gender language, the gender in which the numbers will be
table announced

Type Choose decimal or integer.

Decimal This field is only active if decimal is selected in the

Places ‘type’ field.

Currency Select the file that plays the recording denoting the
Units type of currency units prompt (e.g., Dollars).
Prompt
Currency Select the file that plays the recording denoting the
Subunits type of currency subunits prompt (e.g., Cents).
Prompt

Negative Select the file that plays the recording denoting a

Number negative numerical prompt.
Prompt

Before Check this box if the ‘Negative Number Prompt’

Number file should be played before the number.

Positive Select the file that plays the recording denoting a

Number positive numerical prompt.
Prompt

Before Check this box if the ‘Positive Number Prompt’

Number file should be played before the number.

File to Play Select the file that plays the concluding

[end]: announcement.

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Time In this format, the system will announce the contents of the
announced field as a time.

Announce Select the format of the time announcement (for

Format example: hh:mm:ss: AM)

File to Play Select the file that plays the concluding

[end]: announcement.

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Configuring the Announce Place in Queue Action

The Announce Place in Queue action announces the caller’s position in the queue
(Example: “You are the fifth caller in queue”).

Figure 1 - 4: The GCCS Administration Announce Place in Queue Action

The Action area displays the following fields for configuring the A n n o u n c e P la c e in Q
script action:

File to play [start]: Select the recording that precedes the place in queue
announcement.

File to play [end]: Select the recording that follows the place in queue
announcement.

Place in queue offset: Enter a number to be added to the true queue position in
order to offset the caller’s position. This allows a high
priority call to go before someone in line without the person
in line querying the wait time.

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Configuring the Announce Wait Time Action

The Announce Wait Time action announces the expected wait time in the queue for this
call.

Figure 1 - 5: The GCCS Administration Announce Wait Time Action

The action area displays the following fields for configuring the Announce Wait Time
script action:

File to Play [Start]: Select the recording that precedes the wait time
announcement.

File to Play [End]: Select the recording that follows the wait time
announcement.

Wait time offset (sec) Enter a number of seconds to be added to the expected wait
time in order to offset the caller’s wait time. This allows a
high priority call to go before someone in line without the
person in line querying the wait time.

Resolution Defines the minimal resolution of the time announced. If,

for example, it set to ten seconds, any time that is smaller is
rounded up. It means that the wait time of fifteen seconds
will be announced as twenty seconds.

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Configuring the Branch To Script Action

The Branch To Script action stops processing the call according to the current script and
continues processing the call according to the specified script.

Figure 1 - 6: The GCCS Administration Branch to Script Action

Branch to script Select the script to branch to from the drop down list.

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Configuring the Change Call Profile Script Action

The Change Call Profile action allows you to directly change the profile of a call being
processed by a script. Any new profile fields defined here are added to the call’s profile.

If the fields already exist in the profile, then their value is updated according to the
modifications defined by the script. Specific fields of the Call Profile can also be
modified by the following actions: Logic Switch, Menu, Get Digits and Customer Query.
All User defined Call Profile fields (user fields and skills) are defined in the
administration.

Figure 1 - 7: The GCCS Administration Change Call Profile Action

The field’s value is maintained throughout the call’s life. For example, it may be viewed
by the agent using the agent application.

The Call Profile Modifier area does not show the whole call profile. It only shows fields
that are changed in the profile during the execution of the action.
As an example of call profile management, consider the following call sent to a script
with the following fields already defined in its call profile:

Field Value
Service Req’d Sales Dept.
DNIS 7100

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The call passes through an action that defines the following fields in the call profile
editor:

Field Value
Service Req’d Complaints Dept.
Customer Type Foreign

After processing of the action the call profile will be as follows:

Field Value
Service Req’d Complaints Dept.
DNIS 7100
Customer Type Foreign

 To insert a new field:

1. Right-click the mouse anywhere in the Call Profile Modifier area and select the
In s e rt option. A pop-up list opens, displaying all the predefined call profile fields
specified in the Aeonix Contact Center Administration.
2. Select the required field from the list. The selected field will be added to the fields
displayed in the Call Profile Modifier area. It will also be displayed in the Call
Profile Field Value Editor area.
3. Enter a value in the Call Profile Field Value Editor to be assigned to this field
when the action executes.
The newly defined user field and its value will be displayed in the Call Profile
Modifier area.

 To delete a field:
1. Right-click the user field to be deleted in the Call Profile Modifier area.
2. Select the D e le te option.
3. The field will disappear from the list in the Call Profile Modifier area.

 To delete a field:

1. In the Call Profile Modifier area, select the user field to be edited. The selected
user field and its value will be displayed in the Call Profile Field Value Editor
area.
2. Set the required value in the editing field. The edited user field will be displayed
in the Call Profile Modifier area

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Configuring the Collect Callback Info Action

The Collect Callback Information action defines the dialog that is necessary to obtain
information from the user for callback purposes.

Figure 1 - 8: GCCS Administration Collect Callback Action –Get Destination Tab

The action has four steps:

1. Ask the caller to enter the phone number that the system has to dial (the callback
destination).

Aeonix Contact Center – Administrator User Guide 222

 2. Ask the caller to enter the time that the caller wants that the system to dial (the
callback time).
3. The IVR announces the confirmation announcement.
4. Finally, the IVR disconnects the call.

The properties pane displays the following fields for configuring the Collect Callback
Info action:

Get Use ANI as CB Check this box if the caller’s number is to be used
Destination destination for the call back.
Tab
Prompt before Select an audio file which asks if the user’s caller
announcing ANI number is the correct one to be used for the call
back. This announcement is followed by the user’s
caller number.
Prompt after Select an audio file which prompts the user to
announcing ANI confirm that the user’s called number just
announced is the correct number to be used for the
call back. The confirmation is a digit to be pressed.
Digit to confirm Enter the digit to be pressed to confirm that the
ANI # number read back to the caller is the number to be
used for the call back.
Prompt A voice file prompting the caller to enter the
number to be called back.

Timeout Prompt Define the prompt file to be played if the caller has
not responded within the predefined time.
# of Digits If the number of digits is known in advance the
system will wait for the specified number of digits
to be entered.
Variable Number Check this box if the number of digits is variable.
of Digits

End Digit This field is activated if the variable length is

checked and specifies the character that should be
entered to signal the end of the number (Usually *
or #).
Retry The number of times that the system will try to
obtain the callback number when a timeout has
occurred.

Timeout (sec) Define the length of time in seconds that the

system should wait for information to be entered.

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 Announce Check this box if you want the information entered
Destination to be read back to the caller.
Prompt This is the announcement preceding the
information ‘read back’ for example: “The number
you have dialed is…”
Customer This is the prompt for information confirmation.
Feedback Prompt For example: “To confirm this number, please dial
one. To change the number please dial two.”

Confirmation Define the digit to be dialed for confirmation.

Digit
Retry Digit Define the digit to be dialed to re-enter the
information.

Get Time Callback Time Click this option if you want the customer to enter
Tab a specific time to be called back. This time is
entered in five digits using the number 2 and 7 to
denote am and pm for example: for 7:00am dial
07002 (2 denotes am), for 4.55pm dial 04557 (7
denotes pm).
Callback Period Click this option if you want the customer to enter
how long the system should wait before callback.
This time is entered in four digits, for example: For
2 hours and 10 minutes dial 0210.
Prompt A voice file played to the customer prompting
them to enter the time they want to be called back.
Timeout Prompt Define the prompt file to be played if the caller has
not responded within the predefined time.
Error Prompt A voice file is played to the customer prompting
them that an error has occurred.
Retry The number of times that the system will try to
obtain the time when a timeout has occurred.
Timeout (sec) Define the prompt file to be played if the caller has
not responded within the predefined time.
Announce Time Check this box if you want the information entered
to be read back to the caller.
Prompt This is the announcement preceding the
information ‘read back’. For example: “The
number you have dialed is…”
Customer This is the prompt for information confirmation
Feedback Prompt For example: “To confirm this number, please dial
one. To change the number please dial two.”

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 Confirmation Define the digit to be dialed for confirmation.
Digit
Retry Digit Define the digit to be dialed to re-enter the
information.
Ending File to Play Select the recording that precedes the end of the
call.
Hang-Up

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Configuring the Customer Query Action

The Customer Query action is used to check that a customer exists in the database, and, if
so, to route the call according to customer-specific routing rules. Any field in the Call
profile can be used to find a matching customer in the database. The value used as key is
either the Caller ID, or a number received from the caller using the Get Digits action and
stored in the Call Profile.

Figure 1 - 9: The GCCS Administration Customer Query Action

The properties pane displays the following fields for configuring the Customer Query
action:

Look up customer Select the Call Profile field you want to use as a search
according to the value in key for a customer in a database
the call profile field The default is Caller ID but it can be changed to any Call
Profile field by using the pull down list
The selected field’s value will be used to search the
database for a customer with a customer ID that matches
this value.

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Configuring the Decision Action

The Decision action compares a call profile to either another call profile field or a
constant (number).

Figure 1 - 10: The GCCS Administration Decision Action

The properties pane displays the following fields and check boxes for configuring the
Decision action:

If Selects the Call Profile field whose value you want to compare.
Use the drop-down list in this field to select a call profile parameter, user
defined field, or user defined skill, to use as a comparative value for a
Logic Branch.

As As a String or, As a Number.

This definition is required only for customized Call Profile fields (User
Field).
Select whether the compare is a String or a Number.
Numeric compare relates to the value of the number.
String compare is alphabetic compare (for example: ‘abzzz is ‘<‘ from
‘aca’).

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Operation This field provides a drop-down list from which an operation can be
selected to define how the comparison between the Call Parameter and
Compare Values are made.
The comparison operations are:
= Call parameter value is exactly equal to compare value.

<> Call parameter value is not equal to compare value.

< Call parameter value is less than compare value.

> Call parameter value is greater than compare value.

<= Call parameter value is less than or equal to compare value.

>= Call parameter value is greater than or equal to compare

value.

Else An Else (otherwise) operation can be implemented for no

previous match was found.

Constant Constant Compare with constant value; define the value in the edit
or CP box.
field
CP field Select the CP field to compare with from the drop-down
menu list.

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Configuring the Dial Digits Action

The Dial Digits action allows the system to dial digits to the other call’s party. It may be
used, for example, in outbound calls, to send DTMF digits to the other party if the other
party is an automatic machine that responds to DTMF. The dialed digits may be
predefined or may be the contents of a CP field.

Figure 1 - 11: The GCCS Administration Dial Digits Action

The properties pane of the Dial Digits action displays the following fields and check
boxes:

Dial predefined digits Check this option in order to dial a predefined sequence
of digits. Enter the digits to dial in the edit box that
appears on the right.

Dial digits from CP field Check this option in order to dial a sequence of digits
according to the contents of a call profile field. Use the
drop-down list that appears on the right to select a call
profile.

Dialing protocol Displays the protocol that is used to send telephone

digits.

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Configuring the Factory Hook Action

The Factory Hook action performs specific operations that are not supported by the rich
set of actions.

Figure 1 - 12: The GCCS Administration Factory Hook Action

The properties pane displays the following fields and check boxes for configuring the
Decision action:

Link to DLL Selects the DLL to be invoked by this Factory Hook. A dialog box
opens enabling you to browse the available DLL-s.

Clear Select to clear the dll field.

DLL notes Enter any note concerning the selected DLL.

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Configuring the Get Digits Action

The Get Digits action prompts the caller to enter a sequence of digits which will be stored
in a Call Profile field. For example, the caller may be prompted to enter a customer ID.

Figure 1 - 13: The GCCS Administration Get Digits Action

The properties pane displays the following fields and check boxes for configuring the Get
Digits action:

Prompt The path of the file containing the voice prompt for the
caller (for example: “Please enter your five digit
Customer ID now.”).
Timeout Prompt: The path of the file containing the voice message that the
caller hears if digits were not entered within the defined
timeout (for example: “If you do not have a touch-tone
phone, please wait for operator assistance.”).
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Insert into CP Use this drop-down list to select a Call Profile field in
which the digits entered by the caller should be placed.

Retry Use this field to define the number of times that the
system will prompt the caller to enter digits if the caller
does not enter them. The prompt that the system will
give the caller is the ‘Timeout Prompt’.

Retry Timeout This field defines the time that the system will wait for
the caller to enter the required number of digits.

Number of Digits Defines the number of digits expected. If the caller

enters fewer digits and a timeout occurs, the system will
retry unless the number of retries has been exceeded. If a
variable number of digits is expected, this field defines
the maximum number of digits to collect.

Variable Number of Digits If checked, the system will collect the digits dialed by
the caller until the caller presses the terminating digit, or
until ‘Number of Digits’ value is reached.

Terminating Digit Use this field to define the terminating digit that the
caller is expected to enter in order to tell the system that
all the digits were dialed.

Decimal Number Check this box if the digits that the caller is supposed to
dial represents a decimal number. In this case, the
Decimal Point Digit becomes active and must be
defined.
Decimal-Point Digit Defines the digit that represents the decimal point. When
the caller dials it, the system takes all the digits that have
been collected and make it the integer part of the
decimal number. The digits that the caller continues
dialing will be counted as the fraction part of the decimal
number.
Clear DTMF on Start When unchecked, any previously dialed digits will be
entered in this action. When checked, the system will
ignore all the previously dialed digits and will restart
digit collection.

Stop Prompt on Caller Checking this box will cause the voice prompt to stop
DTMF when the caller starts to dial a digit

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Configuring the Get Next Record Action

The Get Next Record action is associated with a SQL Execute action. It loads the results
of the next record from the associated SQL Execute results set into the call profile
according to the associated SQL Execute assignment rules.

Figure 1 - 14: The GCCS Administration Get Next Record Action

The properties pane displays the following fields for configuring the Get Next Record
action:

Refer to SQL Execute Select from the drop down list the name of the SQL
Execute action to which this Get Next action refers.

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Configuring Hang-Up Action
This action will hang-up the call.

Note: This action terminates the call as well as the script. Any action that follows it in
GCCS Administration will not be performed

The Hang Up action has no properties fields or check boxes.

Configuring the Increase/Decrease Action

The Increase / Decrease action allows numerical changes to the call profile field content,
in relation to its current content. This capability allows the administrator to perform
numeric functions, such as managing a counter and increasing the current priority.

Figure 1 - 15: The GCCS Administration Increase Decrease Action

The properties pane displays the following fields and check boxes for configuring the
Increase Decrease action:

CP field Selects the Call Profile field that needs to be changed.

Increase/Decrease Selects the operation to Increase or Decrease.

By Defines the number to increase or decreased from the current

value of the Call Profile Field.

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Configuring IVR Application Start Action

An IVR application is a statistical entity that may be used to collect data about how calls
perform a script (or a part of a script). IVR applications are defined in Configuring the
IVR Applications in the Aeonix Contact Center Administration. This action starts data
collection for the required IRV Application

The properties pane displays the following field for configuring the IVR Application
Start action:

IVR Application Select from the drop down list the application name. When this
action is performed on a call it will be counted as part of the
statistics for this application

Configuring the IVR Application End Action

An IVR application is a statistical entity that may be used to collect data about how calls
perform a script (or a part of a script). IVR applications are defined in Configuring the
IVR Applications in the Aeonix Contact Center Administration. This action stops the
data collection for the required IRV Application

The IVR Application Start action has no properties fields or check boxes.

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Configuring the Logic Switch Action

The Logic Switch action enables a logical selection of how a call will be handled, based
on the values of Call Profile fields. Some fields are user defined - such as customer ID -
and others are defined by the system, such as time, priority, DNIS, etc.

Each Logic Switch action relates to one Call Profile field, but can contain up to 10 (0 to
9) Logic Branches and 11 exit points. A Logic Branch consists of a compare value, (for
example, Friday) and an operation (for example, equals =). The Logic Switch action
matches a single call profile field with the Logic Branches one by one according to their
order, and the first condition that holds true determines which exit point will be taken. If
no Logic Branch holds true, the continue exit point is taken.

Figure 1 - 16: The GCCS Administration Logic Switch Action

The properties pane displays the following fields and check boxes for configuring the
Logic Switch action:
If (the tested Select from the drop down list a call profile parameter (mandatory
field) field/user defined field/user defined skill) as the value for
comparison in this Logic Switch action.
For example:
o The current time / day of week / date·
o A built-in field in the call profile (for example: Caller Id,
DNIS, Priority)·
o A user-defined field in the call profile.
o A user defined skill.
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As Displayed only when the compared call profile field is a system-
defined field that can be compared as a number or as a string. Select
from the drop down list the required comparison type (number or
string).

Operator Provides a drop-down list from which the comparison operator can
be selected.
Note: Comparison of text fields is not case-sensitive. All user fields
and skills are treated as text fields and you must ensure that
comparisons of these fields make sense.
The comparison operations are:
!= The Logic Branch will be triggered if the value of the
selected call profile field is not equal to the compare
value.
= The Logic Branch will be triggered if the value of the
selected call profile field is equal to the compare value.
< The Logic Branch will be triggered if the value of the
selected call profile field is less than the compare value
> The Logic Branch will be triggered if the value of the
selected call profile field is greater than the compare
value.
<= The Logic Branch will be triggered if the value of the
selected call profile field is less then, or equal to, the
compare value.
>= The Logic Branch will be triggered if the value of the
selected call profile field is greater then, or equal to, the
compare value.
Else The Logic Branch will be triggered by all the relations
not mentioned before.
Note: A branch using the ‘Else’ operator should be
placed as the last Logic Branch in the list since,
otherwise, branches that follow it will never be checked.

This parameter is context sensitive to the Tested Field’s type. For

example, if the Call Profile Field parameter is ‘Media’ the Compare
Value offers a drop-down list including “voice”, “chat” and “E-
Compare to
Mail”. Day of week will offer a list of day names. Other types of
fields will expect compare values to be entered in the text field
provided (for example, priority).

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Configuring the Login Primary Groups Action

The Login Primary Groups action performs a login to the Primary Groups. Before
performing this action, the ‘Agent Number’ CP field must be filled with the required
agent number (using the Get Digits action). The agent extension is assumed to be the
call’s calling device. The system is shipped with a predefined script, named ‘login,’ that
implements it. The agent’s primary groups list is defined in the Aeonix Contact Center
Administration in the agents’ configuration screens.

The Login Primary Groups action has no properties fields or check boxes.

Note: This action is obsolete and exists only for backwards compatibility. Please use the
Login/Logout action instead.

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Configuring the Login/Logout Primary Groups

The Login/Logout Primary Group action plays a file that tells the caller its current status
(logged in or logged out) and allows the caller to change the login/logout state.
This action is constructed from three steps, each represented by a different tab:

Details This tab points to wave files that tells the agent its current status
and ask the agent for an input in order to change its state.

Get Agent When the Login is activated, it compiles the agent number.
Number

Action Results This tab points to wave files that tell the agent the action results
(success or failure) of both the login and logout.

Figure 1 - 17: The GCCS Administration Login/Logout Primary Groups Action

The properties pane displays the following fields and check boxes for configuring the
Login/Logout Primary Groups action:

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Details Tab This tab points to wave files that tells the agent its current status and
asks the agent for an input in order to change its state.
Logged-In This section is used if the caller is an already logged on
Status extension
Logged-In Status Defines the prompt that tells the
Prompt caller that the extension being
used is already logged on.

Logout option Defines the prompt that tells the

prompt caller to change the current state
and perform a logout.

Press 1 To Logout By pressing 1 the status change

Otherwise Hang Up is initiated. Otherwise the system
will hang up the call.
Logged-Out This section is used if the caller is a non logged on
Status extension
Logged-Out Status Defines the prompt that tells the
Prompt caller that the extension being
used is logged-out (not logged in
yet).

Login option Defines the prompt that tells the

prompt caller to change the current state
and to perform a login.
Press 1 To Login By pressing 1 the status change
Otherwise Hang Up is initiated. Otherwise the system
will hang up the call.

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Get Agent When the Login is activated it compiles the agent number
Number Prompt A voice file that prompts for the agent number.
tab Timeout Defines the prompt file to be played if the caller has not
Prompt responded within the predefined time.
# of Digits The number of digits to collect. The system waits for the
specified number of digits to be entered.
Note: The number of digits is fixed.
Retry The number of times that the system tries to obtain the
agent number when a timeout occurs.

Timeout Define the length of time in seconds that the system

(sec) should wait for information to be entered.

Announce Check this box if you want the entered information to be

read back to the caller.

Prompt This is the announcement preceding the information

‘read back.’ For example, “The number you have dialed
is…”

Customer This is the prompt for information confirmation such as

Feedback “To confirm this number, please dial one. To change the
Prompt number please dial two.”
Note: This parameter supports a multilingual
environment.

Confirmation Define the digit to be dialed for confirmation.

Digit

Retry Digit Define the digit to be dialed to re-enter the information.

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Action This tab points to wave files that tell the agent the action results
Results tab (success or failure) of both the login and logout.
Login Success Prompt Define the prompt to play when login
activation succeeds.

Failed Prompt Define the prompt to play when login

activation fails.

Logout Success Prompt Define the prompt to play when

logout activation succeeds.

Failed Prompt Define the prompt to play when

logout activation fails.

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Configuring the Logout Primary Groups Action

The Logout Primary Group action performs a logout from the Primary Groups. The agent
extension is assumed to be the call’s calling device. The system is shipped with a
predefined script, named ‘logout,’ that implements it. The agent’s primary groups list is
defined in the Aeonix Contact Center Administration in the agents’ configuration screens.

The Logout Primary Group action has no properties fields or check boxes.

Note: This action is obsolete and exists only for backwards compatibility. Please use the
Login/Logout action instead.

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Configuring the Menu Action

This action provides a menu to the caller. The caller receives a voice prompt and can
choose an option by dialing a digit.

Figure 1 - 18: The GCCS Administration Menu Action

Setting the Menu action is a two step procedure. First define the voice prompts and other
parameters such as number of retries, the wait time for the caller input, and so on. Then
define the behavior of the system as a consequence of the caller’s choices.

The properties pane displays the following fields and check boxes for configuring the
Menu action:

Prompt: The path of the prompt file, heard by the caller, when a
digit from the menu should be pressed. For example: “For
technical support please press one, for product
information please press two”.
Invalid prompt: The path of the prompt file that will be played if the caller
presses a meaningless digit (one that has not been defined
in the next step) and for which there is no specific
behavior defined for “Error”.

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Clear DTMF on entry: When checked, the system clears any previously received
digits for this call. When unchecked, the system uses any
previously received digits.

Stop prompt on DTMF: When this box is checked, any digit pressed by the caller
will terminate the currently played voice message, without
waiting to the end of the message.

Retry: Define the number of times the Invalid Prompt will be

repeated if the caller does not respond or enters an invalid
choice.

Timeout (sec): Define the length of time (in seconds) to wait for a digit to
be pressed.

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Configuring Overflow Action

This action causes the call to overflow to the groups defined in the overflow groups list
defined here. If the call has already overflowed to those groups, the action is ignored.

Figure 1 - 19: The GCCS Administration Overflow Action

The properties pane displays the following fields and check boxes for configuring the
Overflow action:

Overflow Groups This is the list of groups that the call will overflow to once
the action is performed.
To add groups to the Overflow Groups list, select them from
the Available Groups list and click A d d .
To delete groups from the Overflow groups list, select them
from the Overflow groups list and click R e m o v e .

Available Groups This area is automatically filled with the list of available
groups in the system. The groups that are already in the
Overflow Groups list are not shown on this list.

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Configuring Play Callback File Action

One of the options of a callback call is to transfer the call to a CC script before the call is
transferred to an agent. Usually this script is used to play a file to the customer. In these
scripts, this action should be used instead of the Play File action. It plays a file to the
called customer at the beginning of a callback call. One of two files is played depending
on whether the call was picked up by a person or an answering machine.

Figure 1 - 20: The GCCS Administration Play Callback File Action

The properties pane displays the following fields and check boxes for configuring the
Play Callback File action:

File to play to customer. Select the file to be played if a person answers

the call.

File to play on answering machine Select the file to be played if a machine answers
the call.

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Configuring Play File Action
The Play File action plays a pre-recorded voice file to the caller. The file name may be
either defined in the action (predefined) or dynamically defined by a content of a CP
field.

Figure 1 - 21: The GCCS Administration Play File Action

The properties pane displays the following fields and check boxes for configuring the
Play File Action action:

Predefined File name: Check this option if the action is used to play a
predefined file. Define, in the edit box to the right, the
path of the predefined voice file that should be played.
Click the <…> in order to use the browser to set the file
name.
Use CP Field: Check this option if the action will play a file with a
name defined by a content of a CP field. Use the list box
to the right to define the CP field that should contain the
file name. Use the <B ro w s e F o ld e r> button to define
the path where the files should be found.
Timeout After the pre-defined timeout, the call will stop to hear
the file and will continue to the next action in the script.
Play continuously in loop When this box is checked, the file should be played
repeatedly until the timeout (see previous parameter)
expires. If not checked, the voice file will play only
once.
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Clear DTMF on start When checked, any digits received before the action
started will be cleared. When unchecked, previously
received digits may be used in this action.

Stop play on caller DTMF When checked, any digit entered terminates the currently
playing message.

Configuring the Release Action

When an agent is in a Release state, the system will not route ACD calls to the agent’s
phone. The agent may still receive calls through transfers from other agents or incoming
private calls. The Release action is used to release an agent. PC-Less agents may use a
script that contains a release action to release from their groups. The action assumes that
the call’s calling device is the agent device. It then looks for the agent who is logged in to
this extension. If such an agent is found, it verifies that the agent is not already released,
and if so, the agent’s state changes to released.

The Release action has no properties fields or check boxes.

Note: This action is obsolete and exists only for backwards compatibility. Please use the
Release/Resume action instead.

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Configuring the Release/Resume Action

The action assumes that the call’s calling device is the agent device. It then looks for the
agent who is logged in on this extension. If an agent is found, it then finds its current
status (released or resumed).The action then plays a wave file telling the calling device,
(assumed to be an agent device), the current status, and then prompts the agent to press
the ‘1’ key to toggle the current status. After the button is pressed, the action tries to
change the status and then plays a wave file to tell the agent the action results (success or
failure).
The action contains two tabs. ‘Details’, contains the definition of the announcements that
tells the current status. ‘Action Results’ contains the definition of announcements that
tells the action results.

Figure 1 - 22: The GCCS Administration Release/Resume Action

The properties pane displays the following fields and check boxes for configuring the
Release/Resume action:

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Details Tab This tab points to wave files that tells the agent its current status and
asks the agent for an input in order to change its state.
Released This section is used if the agent is in the released state.
Status
Released Status Defines the prompt that informs the
Prompt agent that he or she is in the released
status.

Resume option Defines the prompt that asks the agent

prompt to press 1 to resume the call.

Resumed This section is used if the agent is not in the released

Status status.

Resumed status Defines the prompt that tells the agent

prompt that he or she is in not in the released
status.

Release option Defines the prompt that asks the agent

prompt to press 1 to release the call.

Action This tab points to wave files that tells the agent whether the status
results tab changed ended with success or failure.
Release This section is used if the agent is in the released status.
Success prompt Defines the prompt that informs the
agent that the call was successfully
resumed.

Failed prompt Defines the prompt that informs the

agent that the call failed to be
resumed.

Resume This section is used if the agent is not in the released

status.
Success prompt Defines the prompt that informs the
agent that the call was successfully
released.

Failed prompt Defines the prompt that informs the

agent that the call failed to be
released.

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Configuring the Resume Action

Returns the agent to normal ACD mode (When in Release state):

This action establishes the agent in the Ready State. In Ready state, the system will route
ACD calls to the agent’s phone. The Resume action is used to resume an agent. A PC-
Less agent may use a script that contains it to resume to a normal ACD mode. The action
assumes that the call’s calling device is the agent device. It then looks for the agent who
is logged in on this extension. If an agent is found, and the agent is in released state, the
agent’s state changes to idle.

The Resume action has no properties fields or check boxes.

Note: This action is obsolete and exists only for backwards compatibility. Please use the
Release/Resume action instead.

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Configuring the Send Message Action

The Send Message action is a chat-related action. Here you can define a message to be
sent to a chat caller. Any of the messages predefined in the GCCS Admin Setup under the
Messages tab may be sent.

Figure 1 - 23: The GCCS Administration Send Message Action

The properties pane displays the following fields and check boxes for configuring the
Send Message action:

Message From the drop down list, select a predefined message to be sent to
the chat caller

Message text In this area, the selected message’s text will appear. This area
cannot be edited.

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Configuring the Send Page Action

The Send Page action is a chat-related action. Here you can define a message to be sent to
a chat caller. Any of the messages predefined in the GCCS Admin Setup under the
Messages tab may be sent.

Figure 1 - 24: The GCCS Administration Send Page Action

The properties pane displays the following fields and check boxes for configuring the
Send Page script action:

URL Enter the URL for the internet page you want to send to a chat caller.

Note: No validity check is performed on the text entered in the URL field

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Configuring the SQLConnect Action

The SQLConnect action enables connection to an external database in order to make a

query. For example, this action may be used to establish a connection with the
organization’s database, after which it is possible to branch to other scripts containing
database queries, assuming that this connection has been established.
The SQLConnect action uses the database connections as defined in the system
management configuration window in the Aeonix Contact Center Administration.

Figure 1 - 25: The GCCS Administration SQL Connect Action

The properties pane displays the following fields and check boxes for configuring the
SQLConnect script action:

Connection Name From this drop down list select the connection name.
Connections can be added in the Aeonix Contact Center
Administration, in the system-interfaces configuration
screens.

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Configuring the SQLDisconnect Action

The SQLDisconnect action enables you to disconnect from one of the databases that you
are currently connected to (i.e. through the SQLConnect action).

Figure 1 - 26: The GCCS Administration SQL Disconnect Action

The properties pane displays the following fields and check boxes for configuring the
SQLDisconnect script action:

Connection Name From this drop down list select the connection name.
Connections can be added in the Aeonix Contact Center
Administration, in the system-interfaces configuration screens.

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Configuring the SQLExecute Action

The SQLExecute action enables you to send a query to the database to obtain specific
information. The query is an SQL statement. For example, the query can find and retrieve
the caller’s priority and update the call profile’s call priority value. If the result of the
query is more than one record, there is an option to loop over the result set (using the Get
Next Record action) and to perform actions on every record fetched. In order to do so, the
SQLExecute action has a name that is referred by the Get Next Record action.

The SQLExecute action assumes that the connection to the database has already been
made.

Figure 1 - 27: The GCCS Administration SQL Execute Action

The properties pane displays the following fields and check boxes for configuring the
SQLExecute script action:
Aeonix Contact Center – Administrator User Guide 257
Query Name A name that may then be referred by the Get Next
Record action in order to loop over all the records
fetched by the SQLExecute action.

Connection Name This field displays the name of the database that you are
currently connected to.

Execution Timeout In this field, you define the period of time that the
system will try to query the database before timing out

Handle single Record Handle single Record

Handle multiple records Check this option if the query is expected to fetch more
than one record. In this case, use the list box below to
select a CP field in which the system will set the number
of fetched records. Use the Get Next Record action to
perform actions for every record fetched.

SQL Statement In this field you enter the query that you want to send to
the database. The query is a SQL statement and contains
an input & output command. Aeonix Contact Center
supports stored procedures as an SQL statement. The
database administrator is usually responsible for writing
this statement.
Note: No automatic syntax checking is performed on
this field.

Assign Column for DB to To insert a new CP Field to the list of fields to be

Update CP Field updated, right click in the area and Insert a field from the
drop down list. In the Column field, enter the name of
the database column that should be used as a source for
updating the CP Field.
Note: The column names are not automatically checked
against the database and should be entered
carefully.

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Configuring the Transfer Action

The Transfer parameters define the destination to which a call will be transferred. The
destination may be either defined in the action itself (predefined), or dynamically defined
by the content of a CP field.

Figure 1 - 28: The GCCS Administration Transfer Action

The properties pane for Transfer call to displays the following fields and check boxes for
configuring the Transfer script action:

Predefined destination Check this option if the transfer destination is defined

by this action. In the edit box to the right, enter the
destination to which the call should be transferred. This
must be a valid dial number in the PBX. (It may be an
external dial number to the PBX).

Use CP Field as destination Check this option if the transfer destination is

dynamically defined by the content of a CP field. From
the drop down list to the right select the CP field that
will contain a value of a dial number. The system will
transfer the call to the dial number contained in the
specified call profile field.

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Configuring the Wait Action

The Wait Action causes a delay in the execution of a script. It may be used to allow a
previous action to complete before the execution continues.

Figure 1 - 29: The GCCS Administration Wait Action

The properties pane displays th,e following fields and check boxes for configuring the
Wait script action:

Seconds to wait Enter the length of the delay in seconds.

The Maximum length of delay is 1000 seconds.

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Chapter 5 — The Wall Board Administration Application

Overview of the Wall Board Administration Application

Aeonix Contact Center Wall Board Administration enables supervisors to
communicate with entire groups of telephone agents simultaneously and provides
supervisors with important information instantaneously.
Using this application, a supervisor can create new agent boards, create and store new
wallboard messages, modify existing messages and customize messages for individual
groups. The supervisor also can create customized message scenarios, which may include
messages and pop-up messages. Pop-up messages display at specific times for predefined
periods.

Aeonix Contact Center Wall Board Administration Main Screen

The Aeonix Contact Center Wall Board Administration main screen is displayed once
you have successfully logged into the application. The main screen is comprised of a
menu bar with menu options, and a toolbar with three tool icons that provide you with
quick access to the most frequently performed procedures.
The toolbar provide the following functions:

Wallboard Click the button to open The Wallboard Window

Message Editor Click this button to open The Message Editor Window

Logout Click this button to exit the wallboard administration and any
other currently open Aeonix Contact Center Visor application.

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The Message Editor Window

Figure 1 - 1: The Message Editor Window

The Message Editor window is used to create and edit messages to be displayed on the
wallboard.
A new message can be created, or an existing one can be edited, using the following
fields and buttons in the Message Editor:

Message Library The Message Library displays the messages that are available for
use in the wallboard. Each time a new message is created, it is
placed in the Message Library. The Message Library is displayed
both in the Message Editor and the Wall Board window in the
same format. A message is not removed from the list after being
added to a scenario, allowing you to use any message an
unlimited number of times.
Message Name This field displays the name of the selected message. When
creating a new message, you must fill in this field. When
modifying an existing message, you have the option to change
the message name. The message name can contain a maximum
of 32 characters.
Default Group For any parameter in any message, a group must be assigned in
order to be displayed. The parameter’s group may be defined in
various stages during the process of inserting a message to a
scenario or to a popup.
Line 1 This area displays the first line of the selected message. This
read-only area displays modifications made to the message in the
work area of the Message Editor window. Each set of parenthesis
represents a parameter that has been included in the message.

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Line 2 This area displays the second line of the selected message. This
read-only area displays modifications made to the message in the
work area of the Message Editor window. Each set of
parentheses represents a parameter that has been included in the
message.

Message Area In the Message Area you can enter and edit messages.
Each box represents one character and the paragraph marks
represent parameters included in the messages. You can change
the color of individual characters by right clicking their boxes.
Each line has 40 characters for a total of 80 characters. The two
lines of the message area are not continuous. Therefore, a
message that begins on Line 1 and extends longer than 40
characters will not automatically continue on the next line. You
must either press the <E n te r> key or click where you want the
message to continue.

New Click N e w to create a new message. All of the fields in the

Message Editor are cleared, except for the Message Library. All
of the fields in the Message Editor must be filled in for a new
message to be complete.

U p d a te Click U p d a te after you have created a new message or modified

an existing message selected from the Message Library. The
changes are saved in the system.
Note: Changing a message that is part of a scenario will take
affect only after pressing the Run button in the Wallboard
window.

C ancel Click C a n c e l to undo any changes you have made and return to
the original message.

P a ra m e te rs Click P a ra m e te rs to open the select parameter dialog box in

which you can select preset parameters from the Parameters list.
Parameters selected from this list are included in the message.

D e le te Click D e le te to erase a selected message. A warning appears.

Click Yes to delete the message or No to cancel the process.

H e lp Click Help to open Aeonix Contact Center Wall Board

Administration Help.

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 To create a new message:
1. In the Messages Editor window, click N e w . All the fields become blank except
for the Message Library.
2. In the M e s s a g e N a m e field, enter the name of the new message .
3. In the D e fa u lt G ro u p field, select from the drop down list the default group for
the message (see Parameter’s group assignment rules.
4. In the work area, at the lower part of the window, type the new message.
5. If you need to add a parameter to the new message, place the cursor where you
want the parameter to appear within the message and click P a ra m e te rs .
6. When you have finished editing the message, click U p d a te in the Message Editor
window to save the new message. The new message’s name appears in the
Message Library.

When using the Message Area in the Message Editor, it is important to keep a few rules
in mind:
• To begin typing, position the cursor where you want to begin the message and click
the left mouse button.
• Clicking the spacebar on the keyboard inserts a small rectangle in the box
(representing a space in the massage). You cannot type another character in a box
with a space rectangle until you delete the space.
• You can highlight a block of text and press either <Delete> or <B a c k s p a c e > on the
keyboard to erase the selected text.
• Parameters cannot be modified in any way, but you can remove them from, or add
them to, existing messages.

 To edit a preprogrammed message:

1. In the Message Editor window, select the message that you want to edit from the
Message Library.
2. Make any corrections within the Message Editor or the Parameters sub-window.
3. When you have finished making the corrections, click U p d a te at the bottom of
the window. The changes are saved in the system.

 To delete a message:
1. In the Message Editor, click the message that you want to delete.
2. Click D e le te at the bottom of the window. A warning message appears.
3. Click Y e s to delete the message. The message is erased along with all the
information related to it.
- Or -
Click N o to cancel.

Note: Deleting a message removes it from any scenario in which it appeared.

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Adding Parameters to a Message
The messages displayed on the wallboard often contain important information that
supervisors may want to convey to agents. The information is taken from real time
reports. This information comes in the form of a predefined parameter. Each message can
have its own combination of parameters, which represent information in a group

 To add message parameters:

1. Place the cursor where you want the parameter to appear within the message and
click P a ra m e te rs . The Parameters dialog box opens.
2. From the Group list, select one of the groups to which the selected parameter will
refer (see

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 Parameter Group Assignment Rules).
3. The Parameter list displays all the various parameters that can be added to a
message. The L e n g th field below the Parameter list indicates the maximum
number of characters used to present the parameter’s value. You can modify the
displayed length by clicking the field and entering the required number.
4. For example, you may have a message that informs the agents in the Sales group
of their progress in answering calls. Click Sales in the Group field, then, select
ASA from the list of parameters. This parameter indicates the Average Speed of
Answer by the agents. Thus, when this parameter is included, a number indicating
the ASA follows the message.
5. To add the parameter to the message click O K . The Parameters dialog box closes.
The new or modified parameter is added to the message and displayed in the work
area of the Message Editor in the form of paragraph marks. The number of
paragraph marks reflects the number of characters the parameter will take on the
wallboard (as defined in the Length field in the Parameters sub-window).

Note: Parameters and groups cannot be added to or edited in this application.

From the Parameters List, you can select any of the following parameters to be included
in your message.

General Parameters
Grp name Use this parameter in order to display the name of the group

Grp num Use this parameter in order to display the group number

Currently in Queue
Que calls Number of Incoming ACD calls waiting in the groups queue.
Above T.ASA Number of Incoming ACD calls waiting in the groups queue
more than T.ASA seconds.
Avg que time Average wait time of Incoming ACD calls waiting in the groups
queue
Max que time Longest wait time of Incoming ACD calls waiting in the groups
queue
STI 1 STI6 One more step in the STI will be the target ASA in order to see
how many call wait more than the target ASA.

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Information for now
Agents Number of logged in agents
Rls agns Number Of Agents On Release
Wr-Up agns Number Of Agents On Wrap-Up
Idle agns Number Of Agents On Release
ACD agns Number Of Agents On Release
Non-ACD agns Number Of Agents On Release
Too long talk Number Of Agents On Release
Max talk time Longest ACD Call Talk Time (min:sec).

On The Current Time-Interval

TSF The TSF For The Current Time-Interval
Inc calls Number Of Incoming ACD Calls.
Ansd calls Number Of Answered ACD Calls.
% ansd calls Percentage Of Answered ACD Calls out of all incoming ACD
calls.
Abnd calls Number Of Abandoned Calls.
% abnd calls Percentage Of Abandoned Calls out of all incoming ACD calls.
Avg time abnd Average Wait Time Of Abandoned Calls (sec.)
Max time abnd Longest Wait Time Of Abandoned Calls (sec.)
Intrfl out Number Of Calls Interflowed From Group
% Intrfl calls Percentage Of Calls Interflowed From Group out of all
incoming ACD calls
Avg time Intrfl Average Wait Time Of Calls Interflowed From Group (sec.).
Max time Intrfl Longest Wait Time Of Calls Interflowed From Group (sec.).
Intrfl in Number Of Calls Interflowed To Group.
% Intrfl in Percentage Of Calls Interflowed To Group out of all incoming
ACD calls.
RPH The Groups RPH. Calculated as the number of answered calls
divided by the average number of agents thus giving the average
number of calls answered by an agent of the group
Avg que time on Average Wait Time In Queue (sec.).
Max que time on Longest Wait Time In Queue (sec.).
Avg ACD talk on Average ACD Talk Time (min:sec).
Max ACD talk on Longest ACD Talk Time (min:sec).
ASA Average Answer Time (sec.).
RQD agns Required Number of Agents In Order To Meet The Target-
ASA.
T ASA This is not a statistical parameter but displays the target ASA
for the group as defined by the administrator.

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Changing the Message Colors
Many wallboards support multiple background and foreground colors (foreground color
is the text color). The Message Editor window enables the administrator to change these
colors.

Figure 1 - 2: The Change Color Dialog Box

 To change the colors:

1. In the work area of the Message Editor, highlight the area on which to apply the
color changes.
2. Click the right mouse button in the work area. The Select Colors window opens.
3. Select a color from the color boxes. The options are:

Blue Background is blue; text is yellow

Yellow Background is yellow; text is blue.

White Background is white; text is black.

Red Background is red; text is black.

Green Background is green; text is black.

Note: In order to set the blink option (i.e., the text will blink on the wallboard), check the
Blink checkbox.

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Parameter Group Assignment Rules
For any parameter in any message, a group must be assigned in order to be displayed.
The parameter’s group may be defined in various stages during the process of inserting a
message to a scenario or to a popup:

1. In the Add/Edit message to scenario/pop-up dialog box, there is an option to

assign the parameter to a specific group, for each parameter in the message.
2. In the Add/Edit message to scenario/pop-up dialog box, there is also an option to
define a default group that, if defined, is used for every parameter that has no
group assigned in the previous stage.
3. In the message editor, in the select parameter dialog box, there is an option to
assign the parameter to a specific group. This assignment is used if no assignment
made in one of the previous options.
4. In the message editor, there is an option to define a default group for the message.
This group is used for every parameter is not assigned to a group in any of the
previous stage.

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The Wallboard Window
The Wall Board window displays the wallboard list and contains three tabs, C o n fig ,
S c e n a rio and P o p -U p . The C o n fig tab is used to define the communication parameters
to the selected wallboard. The S c e n a rio tab is used to define the messages scenario for
the selected wallboard. The P o p -U p tab is used to define the pop-up scenario for the
selected wallboard. The Wallboard window enables the administrator to add new
wallboards to the list, remove wallboards from the list and to ‘run’ the scenario or pop-up
when changed.

The Wallboard Window – Config. Tab

Figure 1 - 3: The Wallboard Window – The Config tab

A new wallboard or agent board can be created, or an existing one can be edited, using
the following fields and buttons in the Wallboard Window –Config. tab:

Name This field displays the name (up to 32 characters) of the selected
wallboard or agent board.

Address This field must contain the address of the wallboard connected to the
COM port. When using chained wallboards, each wallboard must use a
different address. (The address field for agent boards is disabled).
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Type This drop-down list contains the following options that enable you to
select the type of wallboard or agent board currently used:

AgentBoard No actual wallboard. The messages appear on the

agent’s computer using the Agent Board
application.
Comfuture This wallboard conforms to the comfuture wall
board protocol.
Spectrum/ Alpha This wallboard conforms to the Spectrum wall
board protocol.
Comfuture Type II
CallScan
Dimensions
Com Port Click on one of the radio buttons in this area to define the com port to
which the wallboard is connected.

Parity Click on the appropriate radio button in this area according to

manufacturer definitions. When selecting the wallboard type, this
parameter is changed to the manufacturer’s default.

Stop Bits Click on the appropriate radio button in this area according to
manufacturer definitions. When selecting the wallboard type, this
parameter is changed to the manufacturer’s default.

Data Bits Click on the appropriate radio button in this area according to
manufacturer definitions. When selecting the wallboard type, this
parameter is changed to the manufacturer’s default.

Baud Rate Click on the appropriate of the radio buttons in this area according to
manufacturer definitions. When selecting the wallboard type, this
parameter is changed to the manufacturer’s default.

Threshold Thresholds are specific event values that, if exceeded, are marked by
Colors special colors. These colors are used in the wallboard to show values
that have exceeded the threshold values. The color on the right indicates
that the threshold of calls is almost reached and could become a
problem. The color on the left indicates that the threshold has been
surpassed and a major problem is at hand. You can change the colors by
double clicking the left mouse button and using the Select Colors
window.
Save Click this button to save the data choices that have been entered and
return to the wallboard main window.

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Cancel Click this button to undo any actions you performed or any new data
you have entered. You will return to the previous window without
saving any changes.
Run Clicking this button downloads the new scenario/pop-up settings to the
wallboards and restarts the scenario.

 To create a new wall board or agent board:

1. On the left side of the Config window, click N e w . The N a m e field becomes
untitled.
2. In the N a m e field, enter the name of the new wallboard or agent board.
3. When creating a new agent board, define its T y p e as Agent Board.
4. Enter the information in the other configuration fields (see above).
5. Proceed to the Scenario and Pop Up windows and create the new wallboard
message scenario.

Changing Threshold Colors

Thresholds are specific event values that, if exceeded, are marked by special colors.
These colors are used to show values that have exceeded the threshold values. Two colors
are used to signify that a parameter has exceeded its threshold. The default colors are
yellow and red.

 To change the threshold colors on the wallboard:

1. In the Wall Board window, click the Config tab. The Config window appears.
2. In the Threshold Colors field, at the bottom of the Config window, double click
the color you want to change.
3. Select a color from the color boxes. The options are:

Blue Background is Blue; test is Yellow

Yellow Background is Yellow; test is Blue

White Background is White; test is Black

Red Background is Red; test is Black

Green Background is Green; test is Black

Note: In order to set the blink option (i.e., the text will blink on the wallboard), check the
Blink checkbox.

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The Wallboard Window – The Scenario Tab

Figure 1 - 4: The Wallboard Window – The Scenario Tab

A message scenario is a sequence of messages. Each message within the scenario is

displayed on the wallboard for a specific amount of time. The Scenario window is used to
build or modify message scenarios for the wallboards.
The Message Library on the left of the window contains all of the messages created in the
Message Editor. The Scenario Table, on the right side of the window, contains the names
of the messages (in order of appearance) and the display time (in seconds).

The six action buttons, in the middle of the window,

allow you to edit the scenario as follows:

Up arrow Click the up arrow to move the selected message up within the
message scenario.
Down arrow Click the down arrow to move the selected message down within the
message scenario.
Add Click A d d to open the Add Messages to Scenario window and add a
message to the message scenario.
Edit Click E d it to edit the selected message within the scenario; for
example, to change the amount of time the message will be
displayed or the group to which the message is directed. The Edit
Message window opens.
Remove Click R e m o v e to remove a selected message from the Scenario
Table (the message is not removed from the Library).
Msg Editor Click M s g E d ito r to open the Message Editor and edit the selected
message.
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 To create a message scenario:
1. Select the wallboard for which you want to create a scenario from the list in the
Wall Board window, and click the Scenario tab.
The Scenario window opens.
2. In the Message Library on the left side of the Scenario window, select a message
to be added to the message scenario and click A d d .
The Add Message window opens.
3. In the Time field, enter the amount of time, in seconds, that you want the message
to appear on the wallboard.
4. In the Default Group field, enter the appropriate group. This group will be used
for any parameter that is not specifically assigned a group in the next step.
5. Using the up and down arrows, select a parameter in the P a ra m # field. Note that
the selected parameter is highlighted in the message area and the parameter’s
name appears in the Name field.
6. You can now change the Group assignment for this field. Continue to do this
until you are satisfied with the parameters and their respective groups.
Note: If you have decided to skip one field and not to assign a group for it, this
parameter will display values that are related to the default group selected in step
4 of this procedure.
7. When all of the information has been entered, click O K to include the message in
the scenario.
Repeat steps 2-7 until all of the required messages are included in the scenario. A
message can be used more than one time in a scenario.

 To change the position of a message within the scenario,

Click on the message in the scenario and use the Up/Down arrow buttons to either
promote or demote the selected message.

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The ‘Add/Edit Message in a scenario’ dialog box

This dialog box is displayed when the A d d / E d it buttons in the Wallboard Window in the
scenario tab are clicked.

Figure 1 - 5: The ‘Add/Edit Message in a Scenario’ Dialog Box

The ‘Add/Edit Message in a scenario’ dialog box comprises:

Time The time in seconds the message will appear on the Agent/Wall board.

Default Group The default group is automatically assigned to every parameter in the
message that is not assigned to a specific group.

Param # Use this section to assign a parameter to a group other than the default
group. Use the up and down arrows to select a parameter, then change
its assignment to a group using the G ro u p list box.

Name This field displays the selected parameter name.

Group Changes the assignment of the selected parameter to a different group.

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The Wallboard Window – The Pop-up Tab

Figure 1 - 6: The Wallboard Window – The Pop-up Tab

A pop-up message is a message that appears at a specific date and time or at specific time
interval. The pop-up window allows you to define when and how these messages are
shown on the wallboard.
The Messages Library on the left of the window contains all of the messages created in
the Message Editor. The Pop-Up table, on the right of the window, contains the message
names and the date and time of their appearance.

The five action buttons allow you to edit the Pop-Up window, as follows:

Send Now Click S e n d N o w to send the selected message to the wallboard. It will
appear immediately in the message scenario.

Add Click A d d to add a selected message to the pop-up list on the right of
the window. The Add Message window opens.

Edit Click E d it to edit the selected pop up message within the scenario (for
example, to change the amount of time or the intervals that the message
will be displayed).

Remove Click R e m o v e to remove a selected message from the pop-up list.

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Msg Editor Click M s g E d ito r to open the Message Editor and edit the selected
message.

 To insert a pop-up message to a scenario:

1. In the Pop-Up window, select a message to add to the Pop-Up scenario from the
Message Library.
2. Click A d d . The Add Pop-Up Message window opens. (This window is identical
to the Edit Pop-Up Message window, except that the latter displays the parameters
of the message you want to edit.)
3. In the F ro m D a te field, enter the date when the message is to start appearing on
the wall board. The date must be entered in the DD/MM/YY format.
4. In the T o D a te field, enter the date when the message is to stop appearing on the
wall board. The date must be entered in the DD/MM/YY format.
5. In the F ro m T im e field, enter the time when the message is to start appearing on
the wall board. The time must be entered in the 24 hour format (00:00).
6. In the T o T im e field, enter the time when the message is to stop appearing on the
wall board. The time must be entered in the 24 hour format (00:00).
7. In the D a y o f th e W e e k area, click the days of the week when you want the pop-
up message to appear.
8. There are two ways to add a pop-up message: Concatenate to Scenario or Wipe
Out. In the Concatenate to Scenario mode, the message is incorporated into the
message scenario for the indicated amount of time. In the T im e field, enter the
exact length of time that the message should appear in the scenario. In the Wipe
Out mode, the pop-up message overrides the scenario for the length of time that
the message should appear. This type of pop-up message appears for the specific
amount of time defined in the T im e field and according to every time that was
predefined in the every field. If two pop-up messages, defined by the Wipe Out
method, are configured to appear at the same time, the message with the higher
priority (as defined in the P rio rity field) will display.
9. In the D e fa u lt G ro u p field, enter the appropriate group. This group will be used
for any parameter that is not specifically assigned a group in the next step.
10. Using the up and down arrows, select a parameter in the P a ra m # field. Note that
the selected parameter is highlighted in the message area and the parameter’s
name appears in the N a m e field.
11. You can now change the G ro u p assignment for this field. Continue to do this
until you are satisfied with the parameters and their respective groups.
Note: If you have decided to skip one field and not to assign a group for it, this
parameter will display values that are related to the default group selected in
step 4 of this procedure.

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The ‘Add/Edit Pop-Up Message’ dialog box

This dialog box is displayed when you click the A d d / E d it buttons in the pop-up tab in
the Wallboard Window.

Figure 1 - 7: The ‘Add/Edit Pop-Up Message’ Dialog Box

The ‘Add/Edit pop-up Message’ dialog box comprises:

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From Date / To Date Select the date range where the pop-up will be activated

From Time / To Time Select the time range where the pop-up will be activated

Day of Week Select the Days Of Week where, within the date range, the pop-
up should be activated.
Method Use this area to select between two pop-up modes:
Concatenate In this mode the Pop-Up message is added to the
to scenario scenario as if it was part of the scenario. It does
not replace the scenario messages but added in
between.

Wipe Out In this mode, the pop-up message will be

displayed cyclically (the cycle time is defined by
the ‘E v e ry ’ parameter) for the duration defined by
the ‘T im e ’ parameter. When the pop-up message
is displayed, it replaces the currently ‘supposed to
be displayed’ message. If it happens that two pop-
up messages should be displayed simultaneously,
the one with the highest priority will be actually
displayed.

Default Group The default group is automatically assigned to every parameter in

the message that is not assigned to a specific group.
Param # Use this section to assign a parameter to a group other then the
default group. Use the up and down arrows to select a parameter,
then change its assignment to a group using the G ro u p list box.

Name This field displays the selected parameter name.

Group Changes the assignment of the selected parameter to a different

group.

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Israel +972-3-9262000

USA +1-678-506-7200

Russia +7-495-7750855

China +86-10-58696418

India +91-11-41523168 / 23353822

V is it u s a t: w w w .ta d ira n te le .c o m

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