Table of Contents

How to login in to BCT Software?.............................................................................................................3

1. Process...................................................................................................................................................4
1.1 Campaign.........................................................................................................................................4
1.1.1 What is a Campaign ?...........................................................................................................4
1.1.2 How to create a campaign ?..................................................................................................4
1.1.3 How to view the list of different created campaigns ?..........................................................5
1.1.4 How to Modify the Campaign?.............................................................................................6
1.2 List ..................................................................................................................................................7
1.2.1 What is a List ?......................................................................................................................7
1.2.2 How do we create a List? .....................................................................................................7
1.2.3 How to view lists ?.................................................................................................................8
1.2.4 How to Modify the List ? .....................................................................................................9
1.2.5 How to delete the list ?.........................................................................................................9
1.2.5 How to Reset the List ? .........................................................................................................9
1.2.6 How to Upload the List ? ...................................................................................................10
1.2.7 What is Lead check ?...........................................................................................................11
1.2.8 Lead checked.......................................................................................................................11
A. How to start the Dialer, what are the steps to be followed?............................................................11
1.3 Block callers ................................................................................................................................12
1.3.1 How to add DNC Number ?................................................................................................12
1.3.2 How to View list of DNCs? ...............................................................................................13
1.3.3 How to Upload DNC numbers from single sheet?..............................................................13
1.3.4 How to Download all DNC's on a single click?..................................................................13
1.4 Dial Prefix Settings ......................................................................................................................13
2. IVR.......................................................................................................................................................14
2.1 Audio Files.....................................................................................................................................14
2.1.1 How to Add/Upload Voice File ?.........................................................................................14
2.2 Recording Studio ..........................................................................................................................14
2.2.1 Recording Settings: .............................................................................................................15
2.3 IVR ................................................................................................................................................17
2.3.1 Creating a new IVRS...........................................................................................................17
 2.3.2 IVRS Actions........................................................................................................................18
2.3.3 Modifying and Deleting an IVRS.........................................................................................19
3. Live Monitoring ..................................................................................................................................19
3.1 Dashboard.....................................................................................................................................19
4. Reports ................................................................................................................................................20
4.1 Call connectivity report.................................................................................................................20
4.2 PRI Line Call Connectivity Report................................................................................................21
4.3 Lead Check Report........................................................................................................................22
4.4 DTMF Report ...............................................................................................................................22
4.5 Delete CDR Log.............................................................................................................................23
Introduction
ConVox BCT is a bulk communication tool which allows you to have bulk communication with the
multiple users at a single stroke. Allows same IVR or Voice or SMS or Email to be sent to one user
or group of Users.

How to login in to BCT Software?

Login to the ConVoxBCT using your Firefox browser. URL would be the IP Address configured in the
initial installation of the operating system. Ex: 192.168.1.122/ConVoxBCT .

Once you log on to your account with your user name and password which was provided by your
administrator, The Main Page of the Interface will be displayed as follows.
Browse the features by dragging/using Left Panel or can use them from Right side pane of the HOME
screen

1. Process

1.1 Campaign

1.1.1 What is a Campaign ?

Campaigns are used for grouping call lists together that target a specific criteria. Criteria Type may
include Outbound or Inbound Dialer. As our BCT is a complete Outbound, we consider our campaigns
only to Type Outbound.

1.1.2 How to create a campaign ?

1. Go to Home->click on campaign icon -> click on icon to create a campaign.

Campaign : Enter Campaign Name.

Active : Set Active to “Y” if want to run your campaign otherwise select “N”.
Campaign Description : Enter campaign description.
Campaign Type : Select Dialer type here i.e., shows by default Outbound – Broadcast.
DNC Enable : Set to “Y” if want to restrict DNC otherwise select “N”.
1.1.3 How to view the list of different created campaigns ?
1. Go to Home->click on campaign icon, Here you can view the list of campaigns or
click on icon to view campaigns.

SNO: Serial number of the campaigns.

Campaign: Displays name of the campaign.
Active: Shows the Active status either “Y” or “N”.
Campaign Description: Shows description of the campaign.
Campaign Type: Displays campaign allotted dialer type.
Dialed Leads: Status of the Call Leads which are dialed will display here.
Leads to be Dialed: Status of the leads which are rest to be dialed will display here.
Total Leads: Status of Total Leads will display here.
Dial Status:
Start Dialing: Click here on blue icon to start the Dialer.
Running:- This icon indicates dialer is running over this campaign.
Stop Dialing: Click on icon to stop the Dialer.

Action :-
From here on Action column, you can modify ( ) or delete ( ) the campaign .
1.1.4 How to Modify the Campaign?
1. Go to Home->Campaign->Action column (Last column from View Campaign page) ->click on
icon to modify the campaign .

2. Here you can view the lists associated with this campaign and you can edit or save the fields as per
your requirement.

1.2 List

1.2.1 What is a List ?

The Call Lists tab is used to upload and manage your imported call lists. Currently only comma
delimited text files can be imported. Multiple call lists can be run simultaneously and if needed, you
can set multiple call lists to multiple call center campaigns.

1.2.2 How do we create a List?

1. Go to Home-> click on Lists icon ->click on icon to create a list.
2. Complete the shown fields to create a list.
List name: Enter List Name
Lead Check: Enable this & specify less number of seconds to check all leads are valid phone
numbers or not.
Process: Select the campaign associated with this call list.
Application Type: Specify IVR to be played associated with this call list.
Application Files: Specify the Voice/Play file to be played for this call list.
 Dial Prefix: Specify the provider dial prefix for this particular call list.
Channels: Channels defines number of simultaneous calls that you are able to make/receive on
this list.
Suppose if channel value is 20, it means that when dialer started, system will dial 20 calls from the
uploaded list at same time. After calls are made, answered & disconnected, System will pick the next
20 calls or leads from the uploaded call list.

NOTE: One PRI contains 30 channels, Based on the number of PRI lines availability assign the
channel value as per business requirement.

What is a PRI Line ?

There is only one line physically terminating on the customer PBX but still a PRI line can receive/send
30 calls simultaneously! A PRI line is end to end digital circuit.
A PRI line is a form of ISDN (Integrated Services Digital Network) line which is a telecommunication
standard that enables traditional phone lines to carry Voice, IVR etc.

1.2.3 How to view lists ?

1. Go to Home-> click on Lists icon ->click on icon.

SNO : Serial number of the list.

List Name : Displays name of the list.
List Created Date : Shows list created date and time.
Schedule : Shows status of scheduler whether it is active or not.
Dialed Leads : Status of the Call Leads which are dialed will display here.
Leads to be Dialed : Status of the leads which are rest to be dialed will display here.
Broadcast Type : Shows assigned destination type whether it is a IVR or Voice file etc.
IVR/Audio File : Based on the selected Broadcast type this drop down will effect, If IVR is selected
shows all IVR names here or if play file is selected shows all list of voice files here.
Select the corresponding one as per requirement.
Channels : Assigned channel value will display here.
Dial Prefix: Displays assigned dial prefix for this call list.
Activate: Activate the selected call list for dialing.
Deactivate: Deactivate the selected current call list so it is no longer dialed.

Action :-
From here on Action column, you can modify , delete , reset and upload the list.

1.2.4 How to Modify the List ?

1. Go to Home->Lists->Action column->click on icon to modify the list .

2. On modify List, you can edit or save this fields. Also option to schedule the timings for this
particular list.

Schedule? Set Yes if want to use scheduler or select No.

Most obvious usage of Scheduler is to provide different functionality for Business Hours & Non-
Business Hours.

Start Time and End Time: Specify the hour range here, Scheduler will act during this Time Period.

1.2.5 How to delete the list ?

1. Go to Home->Lists->Action column->Click on this icon to delete the list .
1.2.5 How to Reset the List ?
1. Go to Home->Lists->Action column->Click on this icon to reset the list .

2. Use this option if want to reset your leads. Suppose there may be some calls where caller not
answered or agent not answered etc. so you can redial this leads by enabling reset check for this
particular disposition statuses.

Enable/Check for a required Status and click on reset button to reset list .

1.2.6 How to Upload the List ?

1. Click upload icon from view list screen.

2. Click browse and select the list from file system and click on next button.
Note: Supports only csv file, create the call data list in csv format.
3. Now clicking on Upload button will upload your list successfully .

1.2.7 What is Lead check ?

Lead check allows you to identify the lead status like whether it is valid phone number or not. If it is
valid then shows different statuses like ringing, not reachable,switch off etc. By specifying less number
of seconds, one can identify the lead status by starting the dialer and by checking the lead check
report.

1.2.8 Lead checked

This menu displays the number of lists which are activated with only Lead check .

A. How to start the Dialer, what are the steps to be followed?

1. Login in to BCT, first create the process .

2. Now create the list by selecting the process, IVR or play file, and enter channels and dial prefix.
Note: On Add list screen, if you selected Lead check then process selection drop down will not effect.

3. Upload the customers data in csv format from view list page.
4. On View List Page, You can able to see the created list under selected Process Section with leads
count in To be dialed column.

5. click on Activate button to make the list active.

(Under Action column from View list page, you can see the Activate button).

6. Now from View list page or from View Campaigns page, Click on Stopped button which turns to
Running indicates that your dialer system has been started. Now callers can receive the calls and they
can able to listen voice file or IVR .

1.3 Block callers

1. If want to restrict any phone number to be dialed then add those phone numbers in to DNC list.
2. Server first checks whether this phone number is present in the blocked caller list. If yes, this number
will not be allowed to dial, skips this number and checks/dials for next number from the uploaded call
list.

1.3.1 How to add DNC Number ?

1. Go to home page, click on block caller -> click on DNC icon to add the Number in to DNC
List.
Enter phone number to be blocked, select active “Y” and click on Add button to add the DNC number .
1.3.2 How to View list of DNCs?
1. Go to home page, click on block caller -> click here to view list of DNC numbers.

1.3.3 How to Upload DNC numbers from single sheet?

1. Click upload icon from view DNC screen.
2. Click on Browse button to locate the list on your machine. Now click on Upload button to load this
list in to the DNC List.

1.3.4 How to Download all DNC's on a single click?

1. Go to Home page, click on block caller -> click on icon to download all DNC numbers in
single excel sheet.

1.4 Dial Prefix Settings

A four digit number which prepends to phone numbers for placing outbound calls.

1. Enter dial prefix number .

2. Enter the provider name for the path of dialing to go from.
2. IVR

2.1 Audio Files

You can create a library of audio files to use wherever you need them. Get to this menu item to add new
files to this library or remove the ones which are no longer needed. You can attach this files to IVR.

2.1.1 How to Add/Upload Voice File ?

Click to upload the file.

File Name: Enter name of the file .

Upload : Click on Browse button and select the sound file to be uploaded .

NOTE : Only gsm and wave format files are acceptable.

Delete file
To delete a File, go to the relevant list page, Find your entry then click on the Delete icon. Be sure that
you do indeed want to delete this entry, before clicking on the Delete icon.

2.2 Recording Studio

ConVox with its own Recording Studio which means you cut cost of going to a professional
recording studio & save plenty of time by doing it instantly. Generated recordings are visible on the
web interface for you to be able to attach them to IVRS based on your requirement.
2.2.1 Recording Settings:
These are the settings you need to do in order to set up your own recording studio. Click on edit
button to configure these.

DID Number: DID Number on which you want to set up the recording studio
Phone Number: This is the only phone number, which can reach recording studio, when it dials
above DID. Specify the phone number you think will be suitable for the purpose.

Next click on save button to save your settings. If you wish to test your set up, dial above configured
DID from the Phone Number you have configured above. Your call will connect to the recording studio,
prompts are in place guiding you to record and then save your voice.

You should then login to the web portal, find recording studio link on the side menu or from home page.
Click it and you will see the recording you have just done listed at the top.

Filters
Start Date – End Date: Use this filter to fetch all recordings done in studio during a specific time
period for instance last one week or last month. By default, all recordings
done today are shown. Dates can be selected through popup calender
menus.
 Caller ID: Specify a Caller ID to fetch all recordings done through this phone. Note: This is optional
filter which means leave this filter blank and you can still generate a recording report for the specified
period.

Output Columns:

Creation Time: Shows the date and time when this recording was saved in the studio

Recording File: System generated name for this recording

Size (in KB): Size of this recording in kilo bytes

Caller ID: Caller ID of the phone which called and saved this recording

DID: Incoming DID on which Studio was invoked to save this recording

Action->Add to IVRS

a) Add to IVRS: This is a tool to add one or more of these recordings to your audio library. Once it is
there in the library, it can be used anywhere in the system in the same manner as any
other audio file in the library would be used.

Find the recording you want to add to one of your IVRs, and click on "Add to IVRS". You are
prompted to name this recording, it will be visible in the library and other places of the system with this
name. On successful completion, you will see your file under “Audio Files” when you visit it next time.

• NOTE : All prompts added to the library through “Add to IVRS” need to have unique names
so they do not conflict with any of the existing prompts inside the library.

Delete: To delete a File, go to the relevant list page ,Find your entry then click on the Delete icon.
2.3 IVR
IVR or Interactive Voice Response automates the interaction (retrieval and input of data) with a
database, typically through the use of a touch-tone (DTMF) telephone. Its an automated telephone
system that interacts with callers, gathers information and gives you the ability to route calls according
to the caller's DTMF response.

2.3.1 Creating a new IVRS

Click to add a new IVRS.

Name: Enter a unique name for this IVRS.

Description:Additional information you might want to record.

Voice File: Specify the voice file which will be played right after the call connects to this IVRS.
Typically this file would play a welcome greeting for the callers followed by a menu of
choices.

Wait Seconds: Specify number of seconds IVRS should wait for the caller to press his/her input.
If this time is elapsed without any input from the caller, IVRS will hang up the call.

Options: This section allows you to configure your IVRS for a menu of 10 choices. In addition to
these,you can also specify actions in case your IVRS receives Invalid Input, or when it is
hanging up the call or if it timed out while waiting for the caller to enter some input.

There are number of actions to choose from and depending on the action you choose, you have the
space to provide relevant parameter.
2.3.2 IVRS Actions

Transfer to Extension : This action dials an extension you select from Parameter. The call leaves the
IVRS and rings that extension. This point onwards extension’s Call Rules apply.

Transfer to Process: Redirects call to the Process you select from the parameter.

Transfer to Voice Mail: This action sends the caller to the voice mail box of incoming DID.

Complete Call: This action hangs up the call.

Transfer to IVRS: Redirects current call to another IVRS.

Direct IP Dial: This action dials IP phone specified under Parameter.

Call Forward: This action forwards the call to an external Phone number.

Play Voice file: This action plays voice file specified under Parameter to the caller.
When you are done building your IVRS, click on Add IVR towards the bottom. This will save your IVRS
definition inside ConVox BCT database and you will be taken to IVRS List page with newly added IVRS
appearing on this page.

2.3.3 Modifying and Deleting an IVRS

Find your IVRS on the IVRS List page. Towards the right, you will find modify and delete options for
your IVRS. Click on them to carry out necessary action.

3. Live Monitoring

3.1 Dashboard
Open dashboard Status to monitor all the leads status. You can monitor live statuses like Ringing,
New and Connected.

Column Headers
List ID: Displays List ID.
Phone number: Shows customer/caller Phone Number
App Type: Displays Application destination type like IVR or Play file
App Value: Based on the App Type App value will be effected shows like list of IVRs or play-file names.
Status: Displays status of the call whether it is New, Ringing, Connected.
Duration: Displays duration status for answered and ringing calls.
.

4. Reports

ConVox BCT provides real time reports, These are accessible through the GUI and reports can be
selected by date & time interval and by selecting process and list group. Also they can be delivered in
Excel sheet format and download able.

4.1 Call connectivity report

This report shows connected call and Not-connected call details. Report will be generated with
different PRI status codes in each connected and non connected columns, So that admin can easily
identify the lead statuses by monitoring each status code.
4.2 PRI Line Call Connectivity Report
Monitor this report by selecting PRI Line wise. Same connected and non connected calls details will
display for each PRI.
4.3 Lead Check Report
Monitor this report to know the status of valid or invalid phone numbers list.

4.4 DTMF Report

Monitor this report to know the status of each digit pressed option by callers.

Detailed DTMF Report

4.5 Delete CDR Log

Use this option if want to delete the log data. Selecting date under CDR Log drop down and clicking
on Delete button will delete the calls data of that particular selected date. Similarly you can take the
data backup and can delete the same by clicking on Dump & Delete button.

You has the option to delete the CDR log data of last 7 days from current data.

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