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HERMES.NET TRAINING

HERMES.NET TRAINING. IVR Creation and Maintenance. HERMES.NET Training – IVR Creation and Maintenance. Level : Introduction Duration : 3 hours Prerequisites : operational client site or demonstration environment Validation : knowledge check.

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HERMES.NET TRAINING

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  1. HERMES.NET TRAINING IVR Creation and Maintenance

  2. HERMES.NET Training – IVR Creation and Maintenance Level: Introduction Duration: 3 hours Prerequisites: operational client site or demonstration environment Validation: knowledge check Know how to create a simple IVR in Hermes.Net and connect it to a campaign OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "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: • In the Interface Designer Module – IVR: • Choose, connect and configure commands • Use the basic menus • Generate the IVR • in the Administration module: • Connect the IVR to an existing campaign

  3. Steps, functioning and interface for creating an IVR in HERMES.NET Teaching objectives • Know the steps for creating an IVR and the module to be used for each step (Administration or Interface Designer) • IVR functioning principles: features, relationship to inbound campaigns and telephony • Know how to interact with the Interface Designer module - IVR: interface, functioning principles • Know the main commands of the Interface Designer module – IVR OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  4. The steps in creating an IVR 1 OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 2 3 4 4 5 6

  5. IVR functioning principle (1/2) • The Hermes.Net script editor enables you to construct your own IVRs, from the simplest to the most complex. All expected functions of an IVR are available: • Verification of call dates and times • Conditional tree structure • Replay of recorded messages • DTMF menu • DTMF input according to your parameters (entered by the caller on his/her keypad) • Vocal summary • Connection to the databases • Statistics • Supervision • Etc. • A tracking mode enables you to check your scripts in real time and make changes before starting them in production • The generated IVR scripts can be monitored in the Supervision and Reports modules: track user traffic and their navigation OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  6. IVR functioning principle (2/2) • The basic IVR functions are the following: • Message suggesting to call back for a call outside service hours • Use of a DTMF input to qualify the call and direct it, via the campaign and queue, to the agent with the right skills • Take messages based on predefined situations • Example of the relationship between IVR and telephony: OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Inbound phone number DID (Root) Campaign – Incoming Media Optional IVR  Qualification A or B Queue A B

  7. Interface Designer Module – IVR:Interface • Workspace (1): where commands (2) open and must be connected • Menus (3): the various actions in the editor (save, generate, manage functions, edit commands, open tools (e.g. tracker) etc.) • Record button (4) to save the configuration at each step • Command currently selected (5) to be renamed • List of commands (6): lists all commands that can be added – functions by command categories, the list of which opens when clicking the category title • Parameters of the currently selected command (7): configures the command in progress – varies according to the command (info to record, sound file to connect, number of DTMF outputs, choice of ending strategy, etc.) OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  8. Interface Designer Module – IVR: Functioning principles • Like the Action Builder used for Scripts, using this module consists in: • Organizing commands (instead of actions) by linking their connectors • Configuring each command and, if necessary, associating sound files • Recording the configuration progressively • Once the configuration is satisfactory, generating in production • Connecting commands • In the commands list, select and click the one you wish to add. It appears in the workspace • Move the new command while holding down the mouse button until the connectors are green • Release the mouse button – the commands position themselves and the connectors turn gray. You can now move a command without breaking the link. To break a link, double-click the connector OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  9. Interface Designer Module – IVR: Command principles (1/3) OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE The configuration of underlined commands is detailed later in the document

  10. Interface Designer Module – IVR: Command principles (2/3) OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE The configuration of underlined commands is detailed later in the document

  11. Interface Designer Module – IVR: Command principles (3/3) OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE The configuration of underlined commands is detailed later in the document

  12. Creating an IVR in the HERMES.NET Interface Designer module Teaching objectives • Know how to configure and generate a basic IVR OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  13. Creating a new IVR or opening an existing IVR • Open the Interface Designer module • 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 “IVR script” icon – the editor then opens • To reuse an existing script, click the “Display Script List” tab • To open a script, double-click the icon (1) or click (2) • To duplicate a script, click (3) OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  14. Creating and configuring a "Check openings" • Open the HR & Campaign group and click the command • It appears in the workspace, connect it to the preceding command • Parameters to set: • Choose the reference DID: • If you leave it empty, the system will look in the campaign planning to which the IVR is connected • Enter a DID number to test the planning of another campaign • Save the command OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  15. Creating and configuring a "Play a .wav file" command • Open the "Messages and IVR Menu" group and click the command • It appears in the workspace, connect it to the preceding command • Parameters to set: • Associate a sound file to the command (in .wav format) • Click the file icon (1) to open a pop-up window to look for files on your computer's hard drive – select the desired file • Click the green arrow (2) to place the filename in the parameters (3) • Once you have selected a sound file, it is placed in the pop-up list (4) and you will not have to open the pop-up window again • Rename and save the command OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  16. Creating and configuring an "Interactive menu" command • Open the "Messages and IVR Menu" group and click the command • It appears in the workspace, connect it to the preceding command • Parameters to set: • Associate 3 sound files to the command (see previous page): (1) Welcome message giving the options (2) Invalid entry message (3) Elapsed time message • Create (4) andconfigure (5) the number of the content of the DTMF inputs, as stated in your message (1) • The same number of connectors as choices created appear on the command in the workspace; they are placed over the corresponding DTMF options • You can then link to these connectors, depending on the caller's options, the successive commands on your IVR’s tree structure • Configure the number of tries and maximum input time (6) • Rename and save the command OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  17. Creating and configuring a "Jump" command • Open the "Test & Jump" group and click the command • It appears in the workspace, connect it to the preceding command • Parameters to set: • None: simply allow the IVR script to continue to another script command in progress • Link the right-hand connector to the destination connector – for example: • To make a loop after an audio message: OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • To link to a branch on the IVR tree structure, by jumping the “Set a profile”

  18. Creating and configuring a "Marker Reporting" command • Open the "Comments & Debug" group and click the command • It appears in the workspace, connect it to the preceding command • Parameters to set: • Enter the name of the information to record that will be: • Displayed in Supervision when the client selects this command • Compiled in Reports • Record the command and continue the IVR configuration OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  19. Creating and configuring a "Set a profile" command • Open the HR & Campaign group and click the command • It appears in the workspace, connect it to the preceding command • Parameters to set: • From the list, select one or more of the skills required to process the call and indicate the required level (between 0 and 9) • Once in a queue, a call that has arrived via this branch will be “marked” with the selected skill level and only an agent with a sufficient level will be able to process the call • All skills created (in the Administration module) for the site campaigns are accessible • Rename and save the command OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  20. Creating and configuring a "Ending strategy" command • Open the "Other IVR Functions" group and click the command • It appears in the workspace, connect it to the preceding command • Parameters to set: • Select the type of ending desired, i.e. the type of IVR ending: • Disconnection  no parameters set • Call Queueing  if necessary, indicate the specific queue number (if empty, return to the campaign queue)/you can also configure a second priority, as well as data or a memo that can be recovered in a script screen • DID Redirection  indicate the DID number • Outsourcing  indicate the phone number • Save the command OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  21. Generating the IVR (1/2) • Once the configuration is completed, generate the IVR so that it can be used by connecting it to a campaign • In the IVR menu, click “Generate the script …" • Upon launching the generation, the following summary screen will appear, which shows: (1) the source code (2) the name of the IVR script (3) the files used OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE (4) the generation options (5) the help bar showing the configuration errors

  22. Generating the IVR (2/2) • Once you have corrected any errors: • The following screen appears (without the yellow help bar) and you can click "Generate the IVR" • This system generates the IVR script and the sound files and the name is highlighted in blue • You have completed the configuration of your IVR, you can close the Interface Designer module • If you change your IVR, remember to regenerate the Script OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  23. Get going • Here is an example of a basic IVR scenario that you would need to write down on paper: learn how to do it! • Remember to place markers to enable tracking of the activity OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Inbound call Service hours voice message Welcome message yes no Open? End of call Caller's menu options Max time elapsed: 5 sec. Max. invalid tries: 3 Request for information Opening a contract Other request 1 2 0 Qualification "contract" Information message Send to the call centre

  24. Connecting an IVR to a campaign in HERMES.NET Teaching objectives • Know how to connect an IVR to a campaign OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVRTOA CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  25. Connecting an IVR to a campaign • Open the Administration module • In the Incoming Media menu, click “Campaign configuration” • Select the campaign to which you want to associate the IVR • Under the General tab, “IVR script” field, click the magnifying glass • The following pop-up window opens In the IVR folder, find and then click your file's name (file.onc) • The "IVR script" field is filled with red, you can then record OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  26. Anticipating potential difficulties (1/3) "What to do in case of …" Complete the following test. • 1. What should I do if my options in an interactive menu command are such that calls go round in a loop? OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Review the various commands and their organization Call Vocalcom support to test the ACD Restart the IVR from the beginning • 2. What should I do, if, during the generation, I get an error message indicating a missing output? Remember to place the corresponding Jumps Call the DID to test the IVR Check that the commands are correctly connected • 3. What should I do if, when I test the DID, I go directly to the queue? Repeat IVR Script configuration Remember to connect the IVR to the campaign Call Vocalcom support

  27. Anticipating potential difficulties (2/3) • 4. What should I do if I am unable to load the sound files on the server? Call Vocalcom support to have them loaded on the server Restart the computer, after having checked the sound file format Reopen Interface Designer, after having checked the sound file format OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 5. What should I do if the recognition of opening hours is only done on Mondays, from 6 pm to 11 pm? Reinsert the planning into the campaign Ensure the time check is indeed a “check openings” and not a “check time range” Enter the DID of the associated campaign on the hard drive • 6. What should I do if the voice messages are distorted during test calls? Call Vocalcom support Re-record the audio messages in .mp3 format Check that the format meets the standard required by Hermes • 7. What should I do if I am unable to find messages left by clients on the Voice Mail? Go to the “Voice messages” menu in Administration or Supervision Filter the Agents’ recordings Delete and re-create the Voice Mail command

  28. Anticipating potential difficulties (3/3) • 8. What should I do if I have to use two identical IVRs on two different campaigns? Use the same IVR on both campaigns Duplicate the IVR OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE Redo the IVR • 9. What should I do if clients cannot cut off the audio messages? Delete and recreate the defective commands Integrate the “interruption” command at the start of the IVR Remember to checkmark the “interruption authorized” boxes • 10. Would should I do if my IVR requires skills and the calls are not managed by agent level? Call Vocalcom support Manage the skills by creating dedicated queues Check the agents’ levels and that the skills are decremental

  29. Testing your knowledge (1/3) Complete the following test to check that you have properly understood the sequence. Your answers are confidential. • 1. What are the steps for implementing an IVR on an inbound campaign? OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) Declare the IVR in the campaign / Construct the IVR in Interface Designer b) Construct the IVR in Interface Designer / Activate the IVR in the campaign c) Construct the IVR in Interface Designer / Generate / Connect to the campaign • 2. In Interface Designer, where are the parameters set for each command? a) In the menu bar, "Command" menu b) In the "Parameters" section, located in the bottom left of the window c) In a pop-up window that opens when double-clicking the command • 3. Among the following functions, which one cannot be configured in a basic IVR constructed in Hermes.Net? a) Input by the caller of an option on his/her phone keypad b) Taking a message on an answering machine c) Making an appointment based on a sales associate's agenda d) Transferring the call to a provider e) None, all of these functions can be configured

  30. Testing your knowledge (2/3) • 4. Which command must be used to check whether a call centre is open? a) "Check openings" with configuration of the campaign planning b) "Check time range" with the hours on the hard drive c) "Check openings" with configuration of the agents' planning OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 5. Regarding an "Interactive menu" command, which of the following statements is false? a) 3 files must be associated with the command b) The maximum number of attempts parameter must be set c) The DMTF command number and type are predefined • 6. Which of the following statements is true? a) An inbound call arrives via a DID, assigned to a campaign to which the IVR is connected b) The IVR and the ACD must be connected under the "General" tab of the campaign c) When configuring the IVR, the Stations used by agents must be declared • 7. Which command is used to transfer a call? a) "Jump" b) "Ending strategy" c) "Call transfer"

  31. Testing your knowledge (3/3) • 8. Which command is used to assign a minimum required skill to a call? a) "Set a profile" b) "Skill marker" OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE c) "Market Reporting" • 9. What is the purpose of the help bar that can appear in the IVR generation window? a) Summarize the sound files used in the IVR b) Select the generation options c) Indicate the configuration errors made • 10. Under the "General" tab of the campaign, what is the name of the field used to connect the IVR? a) "IVR" b) "IVR script" c) "Disconnection option"

  32. MCQ answers OVERVIEW OF THE TRAINING STEPS, FUNCTIONING AND INTERFACE CREATING AN IVR IN THE INTERFACE DESIGNER MODULE CONNECTING AN IVR TO A CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

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