HERMES.NET TRAINING

HERMES.NET TRAINING
Outbound Campaign

HERMES.NET Training – Outbound Campaign Level: Introduction Duration: 7 hours Prerequisites: operational client site or demonstration environment Validation: knowledge check Know how to create and assemble your outbound campaigns step by step, making the best possible use, based on your needs, of all the possibilities of Hermes.Net. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE About this course Objectives This course comprises: A self-training course Practical advice on identifying the possible causes of errors in setting parameters or actions taken and knowing the corrective actions to take Exercises at the end of each sequence to check what has been learned A knowledge test, suggested at the end of the course, to enable you to identify your strong points and points to improve At the end of this course, you will be able to perform the following tasks: The standard actions in configuring an outbound campaign: Choose a dialling option suited to your needs Manage client files and calls files Create scripts to associate with campaigns Assign agents and skills Manage opening hours Use sales associates' resources Customize and manage welcome messages Etc.

Creating an outbound calls campaign in HERMES.NET Teaching objectives Understand the steps in creating a campaign and the modules to be used for each step: Administration or Interface Designer Understand the relationship between telephony, script, client file and calls file Understand the various dialling mode issues Know how to create a campaign on the Administration module and begin setting parameters OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The steps in creating an outbound campaign: Only these 2 steps are covered in this 1st part 1 2 3 OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 4 5 6 7 8 9 10 11 12 13

Global view of elements in an outbound calls campaign Prepare the campaign 1 Launch the campaign 2 Interface Designer Script Compile information during the campaign 3 OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Administration Campaign Dialling Telephony Resources Administration Calls file Only these 3 elements are covered in this 1st part Statuses, Calls data Interface Designer Client file Answers ACD Database Client file Prospects

Setting the parameters for an outbound calls campaign (1/9) Configure your outbound campaigns using these various tabs This window displays the list of outbound campaigns defined in the system. When you create a new campaign, you will have the choice between creating a basic campaign (Calls Campaign) or a group of outbound campaigns (Virtual Campaign). OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (2/9) While an inbound campaign needs a queue to function correctly, an outbound campaign will need a calls file (to initiate dialling …) Configure your campaigns from this list displaying the outbound campaigns defined in the system. The Queue column indicates the system queue assigned to the campaign. This value is 0 if the campaign is inactive, and is the number of queues if the campaign is active. The Campaign ID column contains the short name for the campaign. The Type column indicates whether the campaign is basic or is part of a group of outbound campaigns called “Virtual Campaigns”. The Status column indicates whether the campaign is active or not. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (3/9) Create a new campaign by clicking the action button Fill out the various criteria based on the following elements: Type: you have the choice between creating a basic campaign (Calls Campaign) or a group of outbound campaigns (Virtual Campaign). Enter the desired ID and the name (by default, the same thing). Next, click "OK". Once created, the various options tabs enable access to the following information: General: used to change the overall configuration of the selected campaign (description, calls file, screen script, etc.) Dialling: used to define the dialling mode, the operator and other parameters. Customer Management: used to associate a Script and qualifications, and to manage address books and sales associates’ planning in relation to the “Agenda & CRM” menu. Opening: used to define the service’s opening hours. Callback rules: used to change the callback rules used by the system. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (4/9) Under the “General” tab, you can now choose: The on-hold music that you would like The number displayed to prospects when you call them. You will use this tab to finalize the campaign in clicking your calls file button OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (5/9) Define and configure the campaign dialling mode. To meet the various criteria, it is important to know the different types of dialling (the options under this tab very according to the mode selected) (1) Preview: The agent first receives a “preview” of the call of his/her screen. After familiarizing him/herself with the information, he/she initiates the call. This is the mode used for the most qualitative campaigns (e.g. collection or VIP campaign). Progressive: The system makes an automated call as soon as the agent is ready. Non-productive calls are not transferred to the agent (incorrect number, fax …). This is the classic prospection mode. Predictive: Similar to the progressive call, but based on an algorithm which over-dials with respect to the agents logged on. The maximum abandon rate, number of lines, average duration between calls and retention time parameters enable the administrator to influence the call algorithm. This mode is used for prospection on a large file with a time limit (surveys, time-limited marketing operation) Automated: This variant of the predictive mode makes it possible to automate calls which do not require an agent intervention. For example, it can be used to play an audio message to distribute announcements or advertising. The only parameter limiting the number of simultaneous calls is the maximum number of lines that can be used by the system. Continued on the next slide OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (6/9) Fill out the various criteria under the Dialling tab based on the following elements: Telecom operator: to define a default telecom operator for the campaign. Call attempts: to define the number of times a call must be tried before being considered “unreachable”. Maximum number of rings: to define the maximum number of rings that the system considers before treating the call as “no reply” and going on to the next one. Parameters to fill out based on the type of dialling: The following parameters are only available in preview mode: Autodialling. After [] seconds: indicates the time that the system waits before automatically dialling the phone number in preview. By default, use the parameters of the agent workspace: if this box is checkmarked, the agent workspace parameters are used, rather than the time previously defined. The following two parameters are for predictive and automated calls. Maximum abandon rates: maximum number of calls abandoned before stopping the dialling. Inter-call indicates the average wait time between two calls. In the automated calls mode, additional fields appear: Number of lines: maximum number of lines that the system can use. Disconnect: makes it possible to not use a maximum number of lines. OnNet script: used to indicate a specific IVR script used. The next section, Answering machine detection, is for modes other than preview: Noise detection = Voice analysis: indicates whether the voice detection system must be activated in order to detect calls taken by machines. Driver detection = Transition detection: indicates whether the transition detection (digital-analogue) must be activated to detect transfer to a voicemail. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (7/9) Go back to your campaign and under the “Callback rules” tab, configure the callback rules that you want to create It is possible to create a callback rule for each of the following failure types (1) Click Add (2) and a new tile is created in the lower portion It is then possible to choose from among three basic callback rules: “Callback in ….. hours” “Do not call back before ….. hours” “Do not call back” If you want, you can also configure the advanced callback rules: “If failure between … o’clock and ….. o’clock, call back on this day between …. o’clock and ….. o’clock” OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (8/9) Configure multiple outbound campaigns (or “Virtual Campaigns”) The virtual campaign mode makes it possible to manage several outbound campaigns as a single campaign. This function makes it possible to pool campaigns at the end of their life in order to improve the agent’s productivity. In creating a campaign, you have the choice between a basic campaign and a virtual campaign Under the “General” tab, configure the campaign's general parameters Sub-campaigns: Used to include outbound campaigns in the group (1). OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Setting the parameters for an outbound calls campaign (9/9) Manage agents’ “manual calls” from the “Free calls” sub-menu to standardize all outbound manual calls generated using the Vocalcom system. Fill out the General, Dialling and Customer Management tabs, to configure the campaign by choosing criteria such as the network operator, number to display to prospect, on-hold music, etc. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Testing your knowledge (1/2) Complete the following test to check that you have properly understood the sequence. Your answers are confidential. 1. Can I configure the number that the prospects will see displayed? OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) Yes b) No c) That depends on the type of dialling 2. Why might I be required to create a virtual campaign? a) To group campaigns in media blending b) To pool outbound call campaigns at the end of their life c) To construct an outbound e-mail campaign 3. What are the Hermes.Net modules to be used in constructing an outbound campaign? a) Administration and Interface Designer b) Administration, Database and Interface Designer c) Administration, Script, Client file and Calls file

Testing your knowledge (2/2) 4. I must handle a large number of calls for simple questions and with a tight deadline. In general, what type of dialling should I use? OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) Automated b) Progressive c) Predictive 5. What are the two recommended answering machine detection modes? a) Noise detection and Driver detection b) Machine detection and Driver detection c) Operators options and Detection driver

MCQ answers OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE Teaching objectives Know how to interact with the Supervision module: basic navigation principles and main objects Know how to create a Script from a blank page to starting production Know how to connect a client file Know the basic rules and good practices for using Interface Designer OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The basic navigation principles (1/5) The Interface Designer module welcome page comprises three parts: A header (1) in which the screen resolution can be adjusted A main part, (2) itself divided into three parts (each of the main parts is accessible by clicking the corresponding tab): Part 1: Display script list Part 2: Create a new script Part 3: Restore a script from a file A status line (3) that is used to: Exit the application. Know the information concerning your login, company and identifier. Know the version of the application (to be given when requesting support) Each of the main parts is accessible by clicking the corresponding tab (4) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The basic navigation principles (2/5) To create a new script, click the “Create a new script” tab Enter the name of the new script From the pop-up list, select the group in which to create this script and enter a description (optional) Click the “Screen Script” icon To reuse an existing script, click the “Display Script List” tab To open a script in the editor, double-click the icon (1) or click (2) To duplicate a script, click (3) To view a published script, click (4) (only scripts generated in “production” mode can be previewed) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The basic navigation principles (3/5) Once a script is created/open, you arrive in the script editor which comprises five parts: (1) Pop-up menus: access to various interface actions (2) Objects: creation of different types of objects (3) Properties: changes to object and page properties (organized by tabs which can be displayed or not) (4) Script page: displays the page in progress (5) Page list/Status/Miscellaneous info OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The basic navigation principles (4/5) Constructing a script involves creating, organizing and setting the parameters of elements based on your needs: Pages: These are the various screens to which the tele-consultants will have access Objects: These are the various elements that will be present on these screens and which will enable the tele-consultants to: Have information Note the prospects’ answers (enriches the client file) Move from one page to another Etc. Actions: these are the logical and conditional follow-on of events, created in a dedicated module called “Action Builder”, which makes it possible to animate the script: They are connected to one or more objects and make it possible to create links between the pages, change object properties, create CTI events, etc. For example: It is possible to route a user who answers YES to a question to another page of the script with new questions. When answering NO, the user will be routed to an end page. To do this: Create 3 Pages: Page 1 Welcome / Page 2 Questions / Page 3 End On page 1: Create a YES object button associated with a YES action which moves to page 2 where you can ask questions using different types of objects Create a NO object button associated with a NO action which moves to the end page OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The basic navigation principles (5/5) To view the script, use the “Generation ...” sub-menu (1) located in the “Script” menu This enables you to generate the script in progress on the publication platform(s) defined in Administration. A dialogue box enables you to choose which type of generation to make: Production, Integration, Development (2) Only the scripts generated in Production mode will be visible from Administration For finalized scripts, choose the Production mode and click Generate (3) If you want to check whether the script functions, choose Development mode and click Preview (3) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The main objects available (1/3) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The steps in creating a script To create a script, it is important to respect the following steps In the rest of this part, we will detail more specifically steps 5 and 6 3 OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 4 5 6 7 8

5.1 – Creating the script: creating and organizing the objects Here are the steps to be respected in creating and organizing objects In the object bar, click the object that you want to add Place the object on the script page As needed, rename the object - specifically: If it is going to be associated with a column in the client file for displaying or updating data (for example: TextBox or Combo) If it is going be used in an action Double-click the object to open the window used to edit its content. Use the tabs on the left of the screen to define its properties - for example: Appearance > Colour: if you want to highlight the object against the background Font: if it is a text object that you want to format Layout > Visible: if you want to have the object appear by way of an action Behaviour > Evaluate: if it is text that includes variables If you want to apply an action to this object: Open the “Action” tab Choose the type of event (click, double-click, rollover, etc.) for initiating the action If it has been created, choose and apply the corresponding action If it has not been created, run “Actions Builder” to create it (see the following pages) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

5.2 – Creating the script: creating the actions and applying them to objects (1/3) Using the relevant tabs, you can create actions according to your needs Click an object All of the possible actions for this object are displayed on the left, under the Action tab (1). If they do not appear, click Action (2). To create/edit what will happen when an action is initiated, run the action creation interface called “Actions Builder” Click (3); a pop-up “Actions List” window will open Click (4) A new pop-up module opens: “Actions Builder” Click OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

5.2 – Creating the script: creating the actions and applying them to objects (2/3) Presentation of the “Actions Builder” module interface (1) Workspace (2) Menus: access the various functions (3) Edition functions: places browsing, test and verification commands on the workspace (4) Main: Places predefined action commands on the workspace (5) Action name: the floppy disk is used to save (6) Command list: Select a command in the list to display its parameters (7) Command name and type: customize the name (8) Display and edit the list of parameters corresponding to the selected command (9) Display of the various types of global variables available for the command OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

5.2 – Creating the script: creating the actions and applying them to objects (3/3) Here are the steps to be respected in creating actions In the “Main” part, click the type of predefined action command that you need => the corresponding element appears on the workspace Connect the element to the preceding element (for the first “Start” (1)) Configure the command in the dedicated portion on the right of the screen Save each command separately Repeat these steps for all the predefined action commands you need to create your action Save and name the action Here are the steps for applying an action to an object Click the object to which you want to apply the action you created Under the “Action” tab (on the left), click the event type (click, double-click, rollover, etc.) which must initiate the action A window opens with the list of actions Find and select the action you just created Click “Apply” If you want to check that the action functions properly in interaction with the object, you can run a script preview Open the Script menu and click Generate the script Choose Development mode and click Preview Scroll down the script and check that the action functions OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

6.1 – Connecting the script’s client file: Choosing the DB and creating a new Data grid Once the script has been created, the client file must be created into which client data will later be imported Click the “Connections” menu and select “Customer file Management”: Choose the “Connection” to the desired base and create a new table in “Data table”. NOTE: It is prudent to name your table "C_xxx", C for clients, to be able to quickly find it later in your lists. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

6.2 – Connecting the script's client file: connecting, checking and saving (1/2) Click the "Select all" button (1) and delete the 2 suffixes _VAL (2) Check in the objects list that the columns to be created correspond to the info that you want to keep in the client file. For example, you may not want to keep the choices visited in an objections list Click "Connect all" (3). In the objects list, you can see which connection has been established to read and write data. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

6.2 – Connecting the script's client file: connecting, checking and saving (2/2) Click "Save". A pop-up displays a summary of your connection. Click "Save" to save the client file. If you change your script later and add fields that you fill out on the client file, you will have to redo this operation. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

7 – Creating the global variables (1/2) After creating your client file, you must deal with the various variables placed in your text fields (e.g. $NOM) Remember to check mark “Evaluate” in the “Behaviour” tab of the text field Click the “Modules” menu and select “Set global variables” Look for the right base in “Connection” and place the cursor on the client file that you created in “Table”. Then click “Auto Create Variables” OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

7 – Creating the global variables (2/2) Your list will contain all of the variables present in the script Delete the first two: "$INDICE" and "$GUID_CONTACT_ID" Next, click “Apply” In case of variables solely present on actions, remember to manually create them in your list of global variables OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

8 – Generating the script in production Generate your script in production (unlike in development, i.e. in closed circuit for test), to make it available in Administration. Click the “Scripts” menu and select “Generate script” Next, checkmark the “Production” box, then click “Generate”. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

Basic rules and good practices (1/2) Interface The floppy disk indicates that there are no recordings. It is possible to manually record or set the parameters in the “Preferences” menu (1) At each change of page, a recording takes place and overwrites the previous version of the page The star (2) is used to define the selected page as the script startup page. To change it, go to the “Page” menu. To facilitate formatting, it is possible to align the objects on a grid in the “Preferences” menu By clicking Development in the “Generate a script” sub-menu of the “Script” menu, you view the scripts in test mode Objects Once created, certain objects must be renamed in the upper portion (3) to be able to (i) easily use them in the actions and (ii) so they give the names of the relevant columns in the client file Renaming an object is not retroactive: if you do it, remember to change all the elements that refer to or use this object. If you “cut-and-paste” an object, this also copies the associated actions and parameters => remember to delete/change them OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 3

Basic rules and good practices (2/2) Actions (in Actions Builder) Each command must be recorded separately To disconnect two tree elements, double-click the connector If you try to connect two non-logical elements, the software will prevent the connection Actions (outside Actions Builder) Once the actions are created, remember to “Apply” them to each of the objects to which they are associated Variables To place a variable in a field, you must enter $ before the word The variables must be activated by checkmarking the “Evaluate” box in the “Behaviour” tab of the text field Here are the texts displayed by the variables according to progress in the script: OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Define the variables Do the mapping and import the data

Get going Here is an example of a script scenario that you would need to write down on paper Learn how to do it! OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Page 1 = Welcome Page 2 Logo TITLE Logo TITLE Welcome question Question 1/ YES or NO Client info block Client info block YES NO Alert message If Yes, question 2 appears: Pop-up list Confirmation text + thank-you appears >>> Website with link <<< >>> Logo TITLE Pop-up web page Text end + thank-you Go back to "previous page" <<< Page 3 = End

FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE Teaching objectives Know how to import data into the files Know how to connect a calls file to a campaign Know how to associate a script to a campaign Finalize the campaign parameters Know how to use the campaign summary and activate the campaign OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

The final steps in setting the parameters Here are the final steps in setting the parameters of the campaign OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 9 10 11 12 13

9 - Creating the Calls file: Functioning principles (1/2) Click “Outgoing media”, then select “Calls files list” Click “Add” to create a new calls file Functioning principles In the scripter, we have created the client file base; we must now insert data into the file (for example, from an Excel file), and from the client file, we will create a second file, the calls file, that will be used by the ACD for dialling and retaining call statuses. On exportation, we can couple these two files to link the answers to questions asked in the script and the call status. The correspondence between these two files is done using the indice (record 1 of the client file will be record 1 of the calls file). See diagram on the following page OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9 - Creating the Calls file: Functioning principles (2/2) Script ACD The Script is used to fill out the pre-completed client file from the Source file The Calls file is created from the Client file so that the ACD can dial OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 1 2 3 4 5 6 … 1 2 3 4 5 6 … Extraction of telephone data Source file (Excel, SQL, Oracle) Global export

9.1 - Creating the Calls file:Link to the Client file, DB and campaign Enter the desired name for your calls file, place the cursor on the database and client file that you created in Interface Designer NOTE: It is prudent to name the file "A_xxx", A for calls, to be able to quickly find it later in your lists. In the “Information” menu, in “Linked Campaign” look for the name of the campaign that you previously created; click the floppy disk to record it OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.2 - Creating the Calls file:Choosing the source file Under “Client file management”, click “Import” to begin the importation of data A pop-up window appears Under “Provider”, select the format of the source file, then go to your file. When you have obtained the preview, click “NEXT” to pass to the next step. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.2 - Creating the Calls file: Filtering the source data (optional) At this step, you can place an importation filter on the client file. If you do not want to filter your source file, click “NEXT” OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.2 - Creating the Calls file: Doing the assisted mapping for the client file In this step, you perform the mapping between the columns in your source file and those in your client file. The “Automatic Correspondence” function can be useful in facilitating the mapping, if the terms correspond (e.g. TEL for TELEPHONE). You can remove the duplicate values from your columns, and for phones you can indicate the necessary lengths and add a zero if necessary (as in Excel files, for example). Click “NEXT” to go to the next step OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.3 - Creating the Calls file: Importing data (1/4) Click “Importation” to import data into the client file OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.3 - Creating the Calls file:Importing data (2/4) Your client file is complete. You now go to exporting phone values and creating the calls file Click "IMPORT INTO CALLS FILE" OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.3 - Creating the Calls file: Importing data (3/4) The filtering and mapping procedure will again take place for the calls file. Follow the procedure on the pages of part 9.2 Your calls file is almost finished Click “IMPORTATION” to finish the importation OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.3 - Creating the Calls file: Importing data (4/4) The importation is completed. Your calls file is now complete, as is your client file. You can close the window. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

9.4 - Creating the Calls file: Checking the number of “not processed” Using the magnifying glass in the basic menu, you can see that your files now contain records: OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

10 - Connecting the Call file to the campaign Go back to your campaign, and under the “General” tab, choose your calls file OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

11 - Associating the Script to the campaign Under the “Customer Management” tab, choose your script OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:List of elements It remains only for you to set the parameters for the final elements of the campaign: Call statuses Assignment of work planning Assignment of agents or agent groups and supervisors Resources dedicated to sales associates: Address book Sales associates’ planning Sales associates’ account In the rest of this part, we will detail only the elements in bold. To configure the other elements, go to “Module 1 – Administration” OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:The call statuses (1/4) So that your tele-consultants qualify the calls they receive, you will have to create a group of call statuses (also called call qualifications). It is important to have a precise idea of the call statuses you want for your campaign before starting the activity, since if you change the call statuses later, your statistics will no longer be accurate. Changes in call statuses are not retroactive. Click “Outgoing media”, then select “Call status” Click “Add” to create a new call status group OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:The call statuses (2/4) Two tabs are available in which you will be able to set the parameters of your statuses General: the name of the call status group and the currency you want to use for the profits from one or more statuses Qualifications(1): Create a new status by clicking “Add qualif.” (2) You can also add sub-statuses (3) by placing the cursor on the status and clicking “Add detail”. A sub-status is useful if you want to refine a general status (for example, under a SALES status, I have just placed the details on this sale). For each status, select a category (4): Positive, Argued and Not Argued These categories will give the conclusion rates in the campaign and agent statistics. You can also place a profit on one or more statuses, as well as the quota validation (5) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:The call statuses (3/4) There are statuses delivered with the system, such as 93-Answering machine or 92 Absent When you create new statuses, checkmark the “system” box Save your call status group and return to your campaign. Under the “Customer Management” tab, select your group in “Call status group” and save OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:The call statuses (4/4) You can also implement a calls file for all statuses or certain statuses selected by the agents For example, you want to keep all calls qualified in SALE by your tele-consultants for administrative reasons Under the "General" tab of your campaign, in "Auto Records," click the magnifying glass (1) Choose between "Recording for all status" and "Recording for some status" (2), and checkmark the desired statuses Save by clicking "OK" OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:Sales associates' resources – Address book (1/2) If you want to make appointments using the Hermes agenda module, and if you want to create a client base in Hermes, you now need to set up an address book that uses your client data, and then a sales associate’s planning and sales associates’ accounts. Click “Agenda & CRM”, then select “Address book management”. Click “Add” to create a new address book. Give your address book a name and place the cursor on your database Next, click to import data into the address book OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:Sales associates' resources – Address book (2/2) At the end of the eight steps to define the structure of your file, save your address book and return to your campaign. Under the “Customer Management” tab, select your address book under ”Address book” and save it. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:Sales associates' resources – Planning Once your address book is in place, you must create an activity planning for your sales associates, that you will then put on the campaign. Click “Agenda & CRM”, then select “Planning management” Click “Add” to create a new planning. You can configure in the various tabs (1): General: time ranges for the week; you can make 15-minute slots unavailable by clicking on them, which turns them gray. You can also choose a holidays plan Appointment type: various types of appointments for which you can limit the time frame and that tele-consultants will be able to choose when making an appointment on the agenda. Appointment place: various appointment places that tele-consultants can choose when making appointments on the agenda. Agents rights: the rights of agents when making appointments on the agenda. When the tele-consultant makes an appointment on the agenda for a sales associate, the range becomes immediately unavailable for the other tele-consultants, should they want to make an appointment for the same sales associate. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:Sales associates' resources – Accounts The planning is in place, you must now create sales associates’ accounts that you will then place on the planning. Click “Agenda & CRM”, then under sales associates, select “Sales associate management”. This menu is used to create sales associates intended to be attached to one or more plannings. You can configure in the various tabs (1): General: the sales associate’s login and password (optional), his/her personal data and colour code such as it appears in the agenda. Remember to determine his/her status. In filling out the sales associate’s e-mail, when the appointment is made, you can send him/her an e-mail alert. Assignments and areas: select your planning, then fill out the geographical areas (optional) and appointment quotas (optional). OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

12 - Finalizing the campaign parameters:Sales associates' resources – Assignment planning Save the changes and return to your campaign. Under the “Customer Management” tab, select your planning in “Agenda planning” and save OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

13 - Checking the Campaign summary and Activating it! Your campaign is complete at this stage Using the Campaign summary, check that the mandatory elements are indeed in place Click In a complete campaign, all elements are green If all the elements are in place, it remains only for you to activate the campaign using the “Activate/Deactivate” key OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE TRAINING

Anticipating potential difficulties (1/3) "What to do in case of …" Complete the following test. OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 1. What should I do if I have finished my script and my variables come back as ‘$...’ ? Remember to “Evaluate” the text Declare the global variables Import the data 2. What should I do if I created an action but when I test my script, the action is not applied? Remember to “Apply” the action If the object has been renamed, remember to rename it in the action Delete the page and start again 3. What should I do if I have already generated my script, but I need to add Combo objects? Duplicate the script and change the copy Remember to create the new connections and the new global variables Ask the Root administrator to change the database

Anticipating potential difficulties (2/3) 4. What should I do if I have an error message when loading the script? Check the object or the action indicated in the error message Call Vocalcom support Duplicate the script and change the copy OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 5. What should I do if I placed a “preceding” link on a button but when I test it, I go nowhere? Recreate the action This is normal, it is the first page that I open Rename the page in the action 6. What should I do if I press a button and the action does not fully execute? Recreate the action Rename the objects and reapply Check that all commands in the action are complete 7. What should I do if I get an error message when I activate my campaign? Use the Campaign summary to check the element in question Redo the campaign Check the element indicated in the error message

Anticipating potential difficulties (3/3) 8. I have to place a campaign in Preview; what are the recommended call statuses? OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Customized statuses and all system statuses Customized statuses and all system statuses except Callback and Rerun Only customized statuses 9. What should I do if I have to mount an appointments campaign, but the desired sales associate does not appear on the planning? Create the sales associate’s account Unassign and reassign the planning in the campaign Check that the sales associate is actually assigned to the planning in question 10. What should I do if on completion of my importation, no records have been created? Redo the script Check that the phone numbers have been recognized Redo the importation

Testing your knowledge (1/7) Complete the following test to check that you have properly understood the sequence. Your answers are confidential. 1. What are the 4 dialling modes for outbound calls? OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) Display, Progressive, Over-dialling, Automated b) Preview, Progressive, Over-dialling, Automated c) Preview, Progressive, Predictive, Automated 2. In which module are data imported into the files? a) Interface Designer Module b) Administration Module c) Data Importation Module 3. Which scripts are visible from the Administration? a) Scripts that have been recorded b) Scripts that have been associated with at least one campaign c) Scripts which have been generated in production

Testing your knowledge (2/7) 4. Constructing a script consists in creating and assembling a) Pages, objects and actions b) Objects, statuses and actions OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE c) Buttons, actions and agents 5. I want to configure a campaign to achieve a complex coverage. In general, which type of dialling should I use? a) Preview b) Predictive c) Display 6. What are the functions of the calls file? a) Dialling and conservation of call statuses b) Dialling and conservation of answers to questions c) Dialling, conservation of call statuses and conservation of answers to questions

Testing your knowledge (3/7) 7. What can be defined in the “call attempts” field a) The number of rings before the call is qualified as “unanswered” b) The number of times a call must be tried before being considered “unreachable” c) The number of times a call must be tried before switching to automated call dialling OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 8. Which tool will use the calls file? a) The DID b) The script c) The ACD 9. In predictive dialling mode, I have too many agents taking too few calls. Which parameter can I adjust? a) Call tries b) Retention level c) Maximum abandons level 10. In which order are data imported in the files? a) Client file, then Calls file b) Calls file, then Client file c) They are imported simultaneously

Testing your knowledge (4/7) 11. What can be done when mapping files? a) Rename columns in the client file b) Inverse columns in the client file c) Add a zero if necessary OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 12. What type of dialling is dedicated the parameter: “Automated dialling after [] seconds”? a) Preview b) Predictive c) Progressive 13. True or false: an action can be applied to several objects? a) True b) False 14. Which of these statements is true? a) The dialling data in the Calls file come directly from the client/prospect database b) The dialling data in the Calls file come from the Client file c) The dialling data are imported into the campaign ACD

Testing your knowledge (5/7) 15. Based on which criteria is it possible to configure the recording of conversations? a) Clients/prospects b) Dialling type OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE c) Call statuses 16. Which steps are necessary for variables to be recognized in a script? a) Under the “Behaviour” tab of the text, checkmark “Evaluate” and complete the process for defining global variables b) In the action associated with the variable, click “Apply” and complete the process for defining global variables c) Complete the process for defining global variables and declare them in the Administration Module 17. Can a sales associate be assigned to several plannings? a) Yes b) No

Testing your knowledge (6/7) 18. In which module is the client file connected to the database? a) Administration module OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE b) Interface Designer module c) Actions Builder module 19. I have finished my script and generated it in production, but I have not yet imported the data into the client file and calls file. Which text is returned by the variables? a) “zero” b) “undefined” c) “false”

Testing your knowledge (7/7) 20. What needs to be done to activate this inbound campaign? OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) Associate a calls file and agents b) Associate a calls file c) Associate a calls file, agents and a planning

MCQ answers (1/2) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

MCQ answers (2/2) OVERVIEW OF THE TRAINING CREATING AN OUTBOUND CALLS CAMPAIGN CREATING A SCRIPT IN THE INTERFACE DESIGNER MODULE FINALIZING THE PARAMETER SETTINGS FOR A CAMPAIGN IN THE ADMINISTRATION MODULE "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

HERMES.NET TRAINING