Download - CCU Basic Operations Course
Confidential © 2000 CosmoCom, Inc.
CCU Basic Operations
CosmoCall Universe 5.1
by Mark Stuart
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Agenda – Day 1
CosmoCall Universe 5.1 Overview CCU System Interfaces Acronyms and URLs Agent and Call types
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Agenda – Day 1
Agent Operations Login / logout, Go Available / Go Unavailable Answer / transfer / put on hold / hang up Telephone, Email, Chat CosmoTracker & mini Wallboard Web Agent Guide Agent Exercises
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Agenda – Day 1
Supervisor Operations Supervisor Monitoring Real Time / Wallboard Historical Reports CosmoCorder Documentation Supervisor Exercises
Agent Integration Demonstration
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Agenda – Day 1
Tenant Administrator Operations CCU Routing and Prioritization Configuring a Tenant using WebAdministrator
Skills, Queues, Groups, & Personnel Permission Profiles Applications Folders Wrap up codes & Release codes
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Agenda – Day 2
CosmoDialer - Configuring Campaigns Service Requests
Verifying Symptoms and Scope Gathering Logs Provide the All required information
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Agenda – Day 2 Introduction to CosmoDesigner
Using CosmoDesigner Applications and Rules
Coordinating WebAdministrator Queues and Skills with Designer Loading XML and WAV files into tenant’s Web
Directories CosmoDesigner Script Service Requests
Exam Written section: 20 multiple choice questions – 1 hour Practical section: 4 part practical exercise – 2 hours
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CosmoCall Universe 5.1 Overview
CCU System Interfaces Acronyms and URLs Agent and Call types
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CCU System Interfaces CosmoAgent (Agent or Supervisor)
Mail (OWA) RealTimeReports (Supervisor) Wallboard Historical Reports (Supervisor) CosmoCorder (Supervisor) CosmoTracker WebAdministrator (Administrator) CosmoDesigner (Call Flow Designer) Campaign Manager (Administrator)
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CosmoAgent
Answer Phone, Email and Chat calls.
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CosmoAgent – Mail Tab Uses OWA to access email and folders.
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RealTimeReports Live Call and Agent status, by group or Queue
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Wallboard Live Call and Agent status, by Queue
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Historical Reports
Shows all calls completed for a date and time period, export to csv or excel files.
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CosmoCorder
Plays back recorded calls with agents; can be searched by DNIS, Agent name, etc.
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CosmoTracker
CosmoTracker tracks all call activities. Can be accessed directly or easily
integrated with CCU Agent.
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WebAdministrator
Tenant Administrator(s) and sub administrators
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CosmoDesigner
CosmoDesigner is a tool for designing Call Flow scripts using a graphic interface.
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Campaign Manager
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Acronyms
CSR – Customer Service Representative OWA – Outlook Web Access MWA – Message Web Access RTR – Real Time Reports A2A – Agent to Agent (Voice Call) AIS – Agent Interaction Server APS – Agent Proxy Server DP – Dialing Plan
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URLs
CosmoAgent URL – http://ccu-a.domaina.com/cosmoagent
RTR – Real Time Reports URL – http://ccu-a.domaina.com/realtimereports
Historical reports URL – http://sql-a.domaina.com/reports
CosmoCorder URL – http://sql-a.domaina.com/cosmocorder
Wallboard – http://ccu-a.domaina.com/ccwallboard
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Agent types
Web Agent URL – http://ccu-a.domaina.com/cosmoagent
Desktop Agent Agent.msi creates Agent Workstation desktop
icon. Hybrid Agent
Agent – Preferences: use voice device Can be set by administrator
Phone Agent Call a script, enter numerical user name and
password.
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Call types
VoIP – Phone Call Inbound Outbound Campaign (called by Dialer) Agent to Agent (Voice) Video (IVVR) Direct Inward Dial
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Call types
Email Text Voicemail (WAV file attachment) Callback (Delivery Date and Time, Number) Outbound Personal Email (InBox instead of Folder)
Chat Text With Audio (2-way) With Video (1-way or 2-way) With Collaborative Web Browsing
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Agent Operations
A. Launch / Login the Agent program / Close the Agent program
B. Go Available / Go Unavailable / Chose a release code
C. Calls (All Media) – answer / transfer / accept transfer / put on hold / answer from on hold / Hang up
1. Telephone calls – Agent to Agent call / Conference
2. Email calls – Text / VoiceMail
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Launch / Login the Agent program
Navigate to the virtual directory cosmoagent to launch the agent.
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Login the Agent
Enter the Windows Account (UPN Login) and Password, then click OK.
UPN logins look like email addresses:[email protected]
Passwords MUST meet the domain security password complexity requirements.
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Go Available
Click on the Availability button in the upper left corner of the window to make your agent available to answer calls.
The “Availability ” button will change from a RED ball to a Green ball.
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Go Available
Right Clicking on the Enhanced Web Agent system tray icon and clicking “Go Available” or pressing Win-F3 will also make your agent available to answer calls.
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Go Unavailable
Clicking on the Availability button, on Go Released or pressing Win-F3 will make your agent unavailable to answer calls.
Choose a release code from the menu.
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Logout the Agent
To Logout the Agent, click on the Logout link in the upper right corner of the window.
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Answering Calls
Click on the Green Answer button on the right side of the Web Agent Screen to answer calls.
Win-F4 or clicking on Answer in the System Tray Icon Menu will also answer the call.
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Transferring CallsClick on the Xfer/Conf button under Line-1 to transfer or conference calls.
The call can be transferred to an agent, a phone or to a system queue, script or for messages a folder.
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Putting Calls on Hold
Click on the Hold button under Line-1 to put a call on hold.
To pick up a call on hold, click the Hold button again.
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Hanging up Calls
Click on the RED Hang Up button to end a call.Clicking on Hang Up in the Web Agent System Tray menu, or pressing WIN-F12 will also hang up a call.
Choose a wrap-up code and enter any comments about the call.
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Outbound Telephone Calls
Click on the GREEN Phone Icon to make a call.
Click on the Speed Dials or Agents Tab.
Or click on the Dial Pad and enter the new number.
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Email CallsEmails can be text emails that can be sent an email reply or forwarded to another email address.
Emails can also have attachments: WAV files for Voicemails, which require a phone call to answer.
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Canned Phrases
Canned phrases can be used to answer emails or Chat calls.
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Defer Email Calls
Emails can be deferred and answered later. If they stay in the deferred folder too
long they can be routed to another agent to be answered.
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Email History
Email history shows all email replies related to the
original email call.
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Queues Folders
Agents can see folders assigned to their group or permission profile. Agents can
PULL emails or wait until the system routes
the email.
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Chat Calls
Chat calls are only inbound. Agents can open a Co Browsing window to guide a caller through web Pages.
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CosmoTracker
Calls are activities, assign them to cases and accounts.
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Mini Wallboard
Shows Queues agent is servicing, How many calls are in queue, and how long the
oldest call has been waiting.
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Web Agent Guide
Agent Help link in Web Agent https://support.cosmocom.com Printable Web Agent Guide - CCU 5.1.pdf
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Agent Exercises
Agent Launch an agent Make your agent available Answer calls: Phone, email, chat Hang up a call, choose a wrap-up code Make an outbound call
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Agent
Launch the agent User Name, Password
Make your agent available Choose a release code when becoming
unavailable. Answer CCU “Calls”
Telephone E-Mail
Text VoiceMail
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Agent
Telephone Put a call on Hold Transfer a call
To a Phone Number To another Agent To the System
E-Mail Reply to an E-mail
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Agent
Choose a wrap-up code after hang-up Make an outbound call
Dial Speed Dial Agent to Agent
Menus and Hot Keys Change the Agent’s password
Change Agent Preferences
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Supervisor Operations
Supervisor Monitoring Real Time / Wallboard Historical Reports CosmoCorder Documentation Supervisor Exercises
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Supervisor Monitoring
Supervisor MonitoringHas 2 steps1. Select the agent tobe monitored.2. Select the mode.
Agents in any group orTeam supervised by thissupervisor can bemonitored.
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Monitoring Modes
Silent – The Supervisor can auditthe agents.Whisper – The Supervisor canmentor the agents.Barge In – The Supervisor canassist the agent.
To change modes, the supervisorMust click the stop button.
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Real Time ReportsReal Time Reports – RTRDisplays all Call and Agent Data and has five displays: Call Center, Queues, Campaigns, Groups and Agents.
RTR indicates the status of all logged in Agents, # of Calls in queue and the longest waiting time in queue.
RTR also indicates if each Queue’s TQoS and Service Level is being met.
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Real Time ReportsRTR is documented in the supervisor guide
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Historical Reports
Historical Reports are documented in the Tenant Administrator Guide.
They are grouped into five catagories: ACD – Call center averages Agent – Calls answered, time in each state Queue – Service levels achieved or missed Event Audit Trail - individual call records Licensing Reports – agent license usage
reports Historical reports include all completed
calls
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Historical ReportsHistorical report data can be exported to a XML, CSV, TIFF, PDF, Web Archive or Excel file.
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Historical Reports
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Historical Reports
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CosmoCorder
CosmoCorder allows supervisors to access recordings of calls to agents from a web site. Calls can be searched for by ANI, DNIS, Agent or time of day.
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Documentation
Agent Documentation https://support.cosmocom.com/display/DOC/C
osmoCall+Universe+Web+Agent+User+Guide+Table+of+Contents
CosmoCall Universe Web Agent User Guide Supervisor Documentation
https://support.cosmocom.com/display/DOC/Introduction+-+Supervisor+CCU+5.0-5.1
Web-based Supervisor Guide Table of Contents
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Supervisor Exercises
Monitor an Agent in call. Access Real Time Reports. Access Historical Reports. Access CosmoCorder. Access Queues Folders. Access Supervisor Documentation.
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Web Agent Integration Demo
Edit Integration.js; change the variable IntegrationPresent = false to true
Then set the variable IntegrationTitle = “” to “CRMData” with a non breakable space in front to prevent cropping the first letter " MyCRMData” This will be the displayed label for the CRM window.
To Open a web page upon launching a web agent, edit the function Integration_AgentStarted(objAgent, objBrowser)
To do a screen pop when the agent is in the Ringing state edit the function Integration_NewCall(objCall, objBrowser)
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Original integration.js// <SCRIPT LANGUAGE="JavaScript">var IntegrationPresent = false;var IntegrationTitle = "";
function Integration_AgentStarted(objAgent, objBrowser){
//objBrowser.navigate("http://www.google.com");}
function Integration_AgentClosing(){}
function Integration_NewCall(objCall, objBrowser){}
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Edited integration.js
// <SCRIPT LANGUAGE="JavaScript">var IntegrationPresent = true;var IntegrationTitle = " CRMData";function Integration_AgentStarted(objAgent, objBrowser){
objBrowser.navigate("http://Trainer.Training.com/DTScripts/DBLookup.asp?CustID=");
}function Integration_AgentClosing(){}function Integration_NewCall(objCall, objBrowser){
var CRMData = objCall.CallInfo.OptPar.CustomerID;objBrowser.navigate(" http://Trainer.Training.com/DTScripts/DBLookup.asp?CustID =" + CRMData);
}
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Tenant Administrator Operations
CCU Routing and Prioritization Configuring a Tenant using
WebAdministrator Skills, Queues, Groups, & Personnel Permission Profiles Applications Folders Wrap up codes & Release codes
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CCU Routing And Prioritization
Tenant Determination Media specific tenant determination Default Tenant ID for phone calls Application Rules (XML Scripts) Event Flow Chart and Media Types Queue and Skill(s) Validation
Prioritization Primary and Secondary Queues Target Quality of Service (TQoS)
Agent Determination Skills are used to disqualify agents
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CCU Routing And Prioritization
Scripts for unanswered calls Call Rejection or InQueueTimeout Scripts Pickup Timeout or Call Aged Scripts
Real Time Report considerations RTR detail Handling calls within TQoS
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Tenant Determination
Media Specific Tenant Determination Tenant ID is set by the DNIS for Phone calls Tenant ID set by Public Folder for Emails Tenant ID is set by Tenant Name for Web calls.
Default Tenant ID for Phone calls If a Phone call’s DNIS does not match any
assigned in WebAdministrator, DNIS Pool, the call will be routed to the DefaultTenant, the Tenant whose ID = 0
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Application Rules(XML Scripts)
For Phone calls and emails, application rules are evaluated in ID order; the first application whose rule returns TRUE determines which set of scripts is run.
Rules can be in the form: TRUE DNIS=9404200 or MAILFOLDER=SalesEmail
Wildcards (*) and Placemarkers (?) can be used.
Web Calls ignore Rules, Application Name is set in the Web Call Page or a Default Application is set for the Tenant.
If none of the Applications return TRUE, the Default Application will run for any media call.
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IVR Script TimeoutIVR Timeout
Script
Call Arrival Script
Agent Picks Up Call
#1
[IVR]
Music On HoldWhile In Queue
script(Phone caller only)
Request to Queue Call
Call Queued
Call Routed to Agent
Phone Call Rejectedor
No Agents Response(Internet) Script
In Queue TimeoutScript
Pickup TimeoutScript
Reject
Timeout
Timeout
Phone CallerInternet Caller
Music On Holdscript
(Phone Calleronly)
In Call
Done
Hangup
Hold
Music On Holdscript
(Phone calleronly)
Transfer
Wait for Agent
#1
LegendGray shaded boxes=scripted eventWhite boxes=non-scripted event
(Call TerminationScript)
Post-CallProcessing
OK (new agent)or rejected
(same agent)
#1#2
#2
#2
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CCU Queue and Skill(s) Validation
After IVR, Call Arrival, InQueue Timeout, Pickup Timeout and CallRejected events where Terminate is set to no, the Queue and Skill(s) are validated and the Call is (re)submitted to the Call Management Server (CMS) for Accept or Reject Determination.
Emails with Invalid Queue or Skill(s) are placed in the Dead Letter Folder and NOT routed to Agents.
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Primary and Secondary Queues
Primary Queues are always answered first; Secondary Queues are only answered if:
No calls in any of the primary queues exist, or The next available agent does not “qualify” for any
calls in any of the primary queues. TQoS
If there are more than one Primary or Secondary queues assigned to a group, their relative priority is determined by setting the TQoS of each queue.
TQoS sets the arrival time bias for the call; calls are answered in arrival time (plus TQoS) order.
Skills Skills are used to Disqualify agents who do not have
at least all the skills of the call. Agents who do not qualify to answer a call will answer the next call in line they do qualify to answer.
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Queues and Skills
Calls Queues Agent Groups Agents
Skills SkillsSkillsTQOS
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Scripts to handle unanswered calls
Call Rejected or In Queue Timeout scripts If a call is rejected or reaches its In Queue
Timeout, scripts can offer Voicemail or send the call to the “Operator”.
Pickup Timeout or Call Aged scripts If a call times out ringing an agent or if an
email is unanswered or deferred for too long, scripts can resubmit the call to the system and ring the same or a different agent.
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Real Time Report considerations
RTR Detail If French Sales phone calls are waiting a long
time in the Sales Queue, putting those calls into a FrenchSales Queue could make supervisors more aware of the situation.
Handling calls within TQoS If calls are not being answered within their
TQoS, A Tenant Administrator could add that queue to other agent groups to help out.
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Configure a Tenant Skills, Queues and Group(s) Teams Permission Profiles Personnel Licenses DNIS Pool Applications Folders Release Codes Wrap-up Codes
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Skills Skills are assigned to personnel. Skills can also be assigned to Queues or
Folders from the Web Administrator. Skills are used to disqualify agents who
do not have at least ALL the skills of the call.
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Queues Queues have several settings:
Assignment as a primary or secondary queue to one or more groups.
InQueueTimeout, in seconds. Skills to be inherited if call has no skills, this
should only be used when ALL calls in this queue should always have the same skills.
TQoS, an arrival time bias to give this queues’ calls higher or lower priority than other queues.
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Groups In some tenants, one group may be sufficient Multiple groups are used for two reasons
1. Different queues are to be assigned to different groups and the tenant does not want to use skills to separate these calls.
2. The tenant wants to use standard reports, both realtime and historical, to track the performance of different groups of agents even though all or most queues are services by all groups
Calls can be transferred to other agents in other groups whether or not they are servicing that queue or have all the skills of the call
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Calls Queues Agent Groups Agents
Skills SkillsSkillsTQOS
Teams
Adding Teams to Your Configuration
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Teams
Does not affect Routing. Teams are used to group agents for
supervisor monitoring purposes: French Speaking Agents, New Agents, Agents trained in Product XYZ
Teams can span groups. Teams can be sub groups. Teams can be used in Permission Profiles.
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Permission Profiles
RAPS Report Administer Playback Supervise
Report or Administer by Campaign, Group, Queue or Team
Playback or Supervise by Group or Team
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Configure a Tenant
Personnel Agents: Assign to a group, add skills, Licenses Add (Permission) profile to make Supervisor or
Administrator Agent Login Licenses
Concurrent Agent Logins: allows agents to login and be in call for as long as they want.
Named Agent Logins: Limits the number of agents that can be configured for a tenant.
Flex Agent Logins: allows agents to login for as long as they want but limits the number of hours they can be in call.
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Media Session Licenses
Simultaneous Inbound Telephone Sessions: the number of simultaneous inbound telephone calls your tenant may receive.
Simultaneous Outbound Telephone Sessions: the number of simultaneous outbound telephone calls your tenant may receive.
IVR Sessions: the number of simultaneous interactive script (running a script with a GetDigits or GoTo block) sessions your tenant may receive.
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Configure a Tenant
Optional Services Licenses PD Server Agent Logins: allows an agent to
receive PDS dialed call. CosmoConnector License: allows an agent to
run integration scripts for screen pops from 3rd party software like Siebel.
DNIS Pool Tenant Resources, tenant name, DNIS Pool
can be used to assign DID numbers to agents.
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Configure a Tenant Applications
An HTTP path to the Web directory that contains a set of scripts for this tenant.
Alternate scripts can be run for testing before making them the production scripts.
Folders Folders can set TQoS and Queue values, you
may want to create 2 folders for each Queue, one for e-mail with a LARGE TQoS (ex. 1800 seconds i.e. 30 minutes) and one for Voicemails with a Moderate TQoS (ex. 300 seconds I.e. 5 minutes).
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Configure a Tenant Release Codes
Short breaks from being available. Calls will NOT be rejected if a qualified agent
is logged in, even if the agent is released. Wrap-up Codes
Track either time spent supporting call: Talked to supervisor
or Outcome of the call: Made Sale
Make sure to add Other for non standard Wrap-up activities or outcomes.
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CosmoDialer CosmoDialer Architecture
CCU Predictive Dialer Server (PDS) (one per system) Sytel Dialer (one per system) Sytel Campaign Manager (one per tenant)
Campaign Manager Campaign Types, Setting Up a Campaign & The
Campaign Wizard Dialing and Tuning Retry Options Database Input, Multiple Phone Numbers, Database
Output Filters Time Zone Management, Do Not Call Lists
Campaign Configuration via admin RTR Campaigns View
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CosmoDialer Architecture
AISAIS
AIS
VCSVCS
VCS
AgentAgent
Agent
CMS
GWGWGW
DB
PDS
DialerCM
AgentAgent
Admin
CFM DB
DP
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Campaign Types
Four Campaign types are supported Predictive - Sytel dialer controls Call rate Preview-Closed – Call data sent to agent
before call, call dialed automatically. Preview – Open - Call data sent to agent
before call, Agent determines if call is made. Agentless – Messages are played to people
called or answering machines, people can be routed to IVR.
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Setting Up a Campaign
Campaign Manager Interface
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The Campaign Wizard
‘Create’ starts the wizard, Name the Campaign
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The Campaign Wizard
‘Configure’ the General properties: Campaign type, Operational Parameters,
and End of List Behavior
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Dialing and Tuning
Telephony Setup: CT layer identifier (Tenant Name), Call Routing Options, and
Call Progress Analysis.
Predictive campaigns use “Switch determines route, all other campaign types use default.
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Dialing and Tuning
Dialing Tuning: Overdial Parameters Leave as is.
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Retry Options
Govern the behavior of all retry algorithms within Campaign Manager
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Database Input
Server-side data source configuration: link to System DSN, Run from table or view.
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Database Output
Result data can be stored in the database Must be configured for retries to work
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Filters
Filters allow specific types of contacts to be picked.
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Time Zone Management
Use to ensure your contacts are called at reasonable times
Requires
pre-processing
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Do Not Call Lists
Ensures contacts that shouldn’t be called aren’t
Requires pre-processing switch outcome
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Campaign Configuration via admin
WebAdministrator, Tenant Resources, Campaigns
Campaign Name in WebAdministrator MUST match Campaign name set in Campaign Manager.
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Submitting Service Requests
Verifying Symptoms and Scope Repeatable Consistent Scope
Gathering Logs Set Verbosity Install DebugView Identify CallID
Provide the following information Clear problem description Your initial assessment Steps to reproduce the problem (if possible) Exact time of problem CCU build numbers of all related components Environment: Operating System and Service Packs installed
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Verifying Symptoms and Scope
Verify that the problem is repeatable. Check if problem is consistent on more than one
machine. Determine scope of problem.
Problem affects occasional phone calls. Problem consistently affects every 3rd phone call. Problem affects every phone call. Problem is isolated to one agent. Problem is isolated to 2 of 5 agents machines checked. Problem is consistent on all agents checked (5).
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Gathering Logs
Set Verbosity Must be set to 255 for services affected Ex. Syslog Logs: VCS.txt, Messages.txt
Install DebugView Ex. WebAgentLog-2007-01-05-08-57-04.txt
Identify CallId (0x0810a9820001000a) by: Time symptom occurred: January 05, 2007,
8:59:05 AM Agent’s First and Last name, in Web
Administrator, who answered the problem call
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Provide the following information
Clear problem description New Mail tab on Web Agent does not populate in the
Default_Standard.htm Web Agent. Your initial assessment
Ran Standard Web Agent from 2 Lab machines and from the production system.
Steps to reproduce the problem (if possible) Open IE, Navigate to
http://TS1.U5Training.com/cosmoagent/default_standard.htm Exact time of problem
January 05, 2007, 8:59:05 AM CCU build numbers of all related components
CosmoCall Universe Version, 5.0.272 Environment: Operating System and Service Packs
installed Windows XP professional with SP2, IE 6.0
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Introduction to CosmoDesigner
Using CosmoDesigner Applications and Rules Coordinating WebAdministrator Queues
and Skills with Designer Loading XML and WAV files into tenant’s Web
Directories CosmoDesigner Script Service Requests
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Using CosmoDesigner
CosmoDesigner URL Starting CosmoDesigner
Set as trusted site in IE Download ActiveX control Documentation accessed through HTML help
Open a New Workspace Save, Save As, or Publish Scripts
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Applications and Rules
Applications (URL) in WebAdministrator Test by copying into IE and adding /ivr.xml
Rules affect Voice and Email, NOT Chat. If using test scripts, set that application
first and create the Production application second, set production application rule to true.
Set Default Application to Production application.
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WebAdministrator and Designer
Coordinating WebAdministrator Queues and Skills with Designer Copy and paste Queue and Skill names
between WebAdministrator and CosmoDesigner.
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Loading New Scripts and WAV Files
CosmoDesigner can load scripts into Web Directory Folders using the Publish feature if enabled.
WAV files must be sent to the Service Provider in 8KHz, 16bit, mono format for loading into the Web Directory Folders.
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WAV files
Audio files must be saved as 8KHz, 16bit mono WAV files, if a WAV file is missing, or not addressed correctly, the script will end at that block.
Wav Files can only play in IVR, IVRTimeout, MusicOnHoldWhileInQueue, MusicOnHold, and CallRejected scripts or scripts accessed from these scripts using a GoTo block.
Test by copying into IE
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Voicemail scripts
Record Voicemail Block Records WAV file and sends email with WAV file
attached. Enter correct email address from Folder setting in
WebAdministrator.
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Email scripts
Call Deferred (runs before mail is forwarded to deferred folder by agent) Edit Email file
Call Aged (runs when email has been waiting in Folder for Aging Timeout Interval) Tenant Resources, Properties: Ageing Timeout Interval
(480 minutes by default). CCU MBX ToDO (ReRoute or leave)
Call Pre Sent (runs when Agent replies or forwards an email message) Edit Email file
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CosmoDesigner Script Troubleshooting
View XML in web browser Test Application URLs and GoTo URLs.
Log block Writes Error, Warning and Info messages to the
Application Log on the connection server the scripts are running on.
Testing of XML Scripts Test all paths in scripts in as short a time as possible,
ex. Set inQueuetimeout low ~20 sec for testing, bypass long Playaudio blocks in MusicOnHoldWhileInQueue, etc.
CallerMessage block can be used to collect “flags” indicating path of call in scripts.
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CosmoDesigner Logs
Logging Control block Sends an email of XMLInterpreter log. CallID is in subject of email. Contains the input and output of every block in
that script from that block to end of the Event.