www.vocalcom.com the social contact center company hermes.net training ivr creation and maintenance

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The Social Contact Center Company

www.vocalcom.com

HERMES.NET TRAINING

IVR Creation and Maintenance

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HERMES.NET Training – IVR Creation and Maintenance

Know how to create a simple IVR in Hermes.Net and connect it to a campaign

Level: Introduction

Duration: 3 hours

Prerequisites: operational client site or demonstration environment

Validation: knowledge check

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

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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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





"FIRST AID" METHODS


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The steps in creating an IVR

Module Interface Designer

-IVR

In advance, sketch out the scenario : number of steps, tree structure, commands and texts

Create the necessary commands and organize them according to the desired scenario

Configure and record each command

Associate the sound files (.wav) to the objects that use them

Generate in production

Administration module

Open the inbound campaign to which the IVR must be associated

Enter the IVR number as an IVR script

1

2

3

4

5

6





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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





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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 relationshipbetween IVR and telephony: Inbound phone

number

DID(Root)

Campaign – Incoming MediaOptional IVR Qualification A or B

Queue

A B





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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.)





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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 commandwhile holding down the mouse buttonuntil 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





"FIRST AID" METHODS


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Interface Designer Module – IVR: Command principles (1/3)

CategoryCommand name

Command visual Command function

Tests & Jumps

JumpContinue the IVR script to another script command in progress

Check time range

• Check time ranges in the week: 3 time ranges for one or more days of the week

• To configure a centre’s service, use the “Check openings” command to combine with the campaign planning configuration in the Administration module

Conditional test

Test variable and redirect the script to a command based on the test result

Comments &

Debug

Marker Reporting

Place markers in the script which will make it possible to track the client inside the IVR (via Supervision) and to display navigation statistics (in Reports)

Add comments

Note a comment, for example on tasks still to be done (useful for completing the configuration)





"FIRST AID" METHODS


The configuration of underlined commands is detailed later in the document

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Human Resources

&Campaign

Check openings

• Recover the opening hours from a DID

• If the inbound campaign on the DID entered is open, the call is directed to the output on the right, otherwise to the output on the left

Set a profile

• Assign a required skill to the call which takes the branch where the command is located

• All skills created (in the Administration module) for the site campaigns are accessible

Connected agents

Know whether agents are available on the queue for this campaign (Online and/or Ready)

Messages &

IVR menu

Play a .wav file

• Read the audio file

• Format required: .wav / CCIT Alaw 8 bit 8 k Mono

Interactive menu

• Create a vocal scenario with the caller is asked to indicate his/her choice by pressing a key

• Requires 3 audio messages: 1/ Welcome message giving the options 2/ Invalid entry message3/ Elapsed time message

• The number of options and the option keys can be configured





"FIRST AID" METHODS



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Messages &

IVR menu(cont.)

Confirmation

• Give the caller a double-entry option

• An audio file states the 2 DTMF keys (configurable) that correspond to the two possible options

DTMF inputRecord the caller’s entry of one or more DTMFs and save them in a global variable

Other IVR functions

Ending strategy

• Define the actions to perform when the scenario is completed

• Possible choices: Disconnection Call Queueing DID Redirection Outsourcing

Voice Mail Record a client’s audio message





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Creating an IVR in the HERMES.NET Interface Designer module

Teaching objectives

• Know how to configure and generate a basic IVROVERVIEW OF THE TRAINING




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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)





"FIRST AID" METHODS


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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





"FIRST AID" METHODS


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Creating and configuring a "Play a .wav file" command





"FIRST AID" METHODS


• Open the "Messages and IVR Menu" group and click the command– It appears in the workspace, connect it to the preceding command


– 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

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Creating and configuring an "Interactive menu" command





"FIRST AID" METHODS


• Open the "Messages and IVR Menu" group and click the command– It appears in the workspace, connect it to the preceding command


– 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) and configure (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)


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Creating and configuring a "Jump" command





"FIRST AID" METHODS


• 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:

– To link to a branch on the IVR tree structure, by jumping the “Set a profile”

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Creating and configuring a "Marker Reporting" command





"FIRST AID" METHODS


• Open the "Comments & Debug" group and click the command– It appears in the workspace, connect it to the preceding command


– 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

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Creating and configuring a "Set a profile" command





"FIRST AID" METHODS


• Open the HR & Campaign group and click the command– It appears in the workspace, connect it to the preceding command


– 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


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Creating and configuring a "Ending strategy" command





"FIRST AID" METHODS


• Open the "Other IVR Functions" group and click the command– It appears in the workspace, connect it to the preceding command


– 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

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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





"FIRST AID" METHODS


(4) the generation options(5) the help bar showing the

configuration errors

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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





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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





"FIRST AID" METHODS


Inbound call

Open?Service hours

voice messageno Welcome

messageyes

End of call

Caller's menu options

Send to the call centre

Request for information

Opening a contract Other request

1 2 0

Information message

Qualification"contract"

Max time elapsed: 5 sec.Max. invalid tries: 3

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Connecting an IVR to a campaign in HERMES.NET

Teaching objectives

• Know how to connect an IVR to a campaignOVERVIEW OF THE TRAINING




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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





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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?

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?

Check that the commands are correctly connected

Call the DID to test the IVR

Remember to place the corresponding Jumps

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





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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 serverRestart the computer, after having checked the sound file formatReopen Interface Designer, after having checked the sound file format

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 campaignEnsure 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?


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





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8. What should I do if I have to use two identical IVRs on two different campaigns?

Duplicate the IVR

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?


Manage the skills by creating dedicated queues

Check the agents’ levels and that the skills are decremental

Use the same IVR on both campaigns





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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?

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

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

c) Construct the IVR in Interface Designer / Generate / Connect to the campaign

d) Transferring the call to a provider

e) None, all of these functions can be configured





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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

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 campaignc) 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"





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8. Which command is used to assign a minimum required skill to a call?

a) "Set a profile"

b) "Skill marker"

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

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"

c) Indicate the configuration errors made





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MCQ answers





"FIRST AID" METHODS


Question RéponsesCocher si

bonne réponse

Connaître les étapes pour mettre en place un SVI

1c) Construire le SVI dans Interface Designer / Générer / Connecter à la campagne

Connaître les fonctionnalités des SVI dans Hermes.net

3c) Prise d’un rendez-vous en fonction d’un agenda des commerciaux

Comprendre le rapport entre SVI et téléphonie

6a) Un appel entrant passe via une SDA, affectée à une campagne à laquelle est connecté le SVI

Connecter un SVI à une campagne 10 b) « Scénario vocal »

4a) « Test horaires de service » avec configuration du planning de la campagne

7 b) Commande « Stratégie de fin d’appel »

8 a) Commande « Affecter un profil »

2b) Dans la partie « Paramètres » situées en bas à gauche de la fenêtre

5c) Le nombre et le type de commande DMTF sont prédéfinis

Générer le scirpt d'un SVI 9 c) A indiquer les erreurs de configuration commises

Choisir la bonne commande

Note sur 4 :

Configurer les commandes

Savoir faire

Note sur 6 :

Principes de fonctionnement

des SVI

Configuration des SVI dans

Interface Designer

www.vocalcom.com the social contact center company hermes.net training ivr creation and maintenance

Documents

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generated ivr scripts

training steps

knowledge slide

administration module

knowledge check