Administration Module V3.0 EN

Administration Module V3.0 EN

Introduction

This article aims to detail the features of the administration module of the NCS tool.

Interface Access

Once the application is launched, choose via the module selector, the administrator interface.



Home Page

Once connected to the administration interface, you will be able to navigate in different windows using the navigation options in order to be able to administer the NCS tool.

Window Structure


  1. General toolbar
  2. Object manipulation options
  3. Subscreen

Browsing Options


Quit


‌This option allows you to quit the application or, if the context allows it, to return to the cockpit in order to be able to go to another module. Example ; supervision or statistics module, among others.

Cancel


This option allows you to undo various modifications in order to revert back to the state of the last saved version.

Save


This option saves the changes.

Users


This option allows to create or modify the rights or configurations.

Skills


This option allows to manage skills.

Languages


‌‌This option allows you to manage the languages.

Teams


This option allows you to manage teams.

Queues


This option allows you to manage queues.

Campaigns


This option allows you to manage campaigns.

Operational Parameters


This option allows you to manage different options.
Example; Management of breaks, address books, among others.



Toolbar Options

Integration


This feature allows you to manage elements with integration.



Technical Parameters


‌This feature allows you to manage the technical parameters. Example; Phones, preprocessors, resources, among others.


Swap


This option allows you to invert the display of settings.

Object Manipulation Options


Add: This option allows the user to add an object with neutral parameters.
Duplicate: This option allows the administrator to duplicate an object along with its associated parameters.
Delete: This option allows you to delete an object.
Move up: This option allows you to move an object upwards.
Move down: This option allows you to move an object downwards.
Data: This option allows you to manage data.
Print: This option allows you to print the list of objects on the screen.

Sub-Screen

When you click on an object, the subscreen gives information about the selected object:
For example ;
  1. The name of the object.
  2. The date and time of creation.
  3. The name of the user who created the object.
  4. Last modification information.
  5. Additional information depending on the selected object.




User Management

Once the "Users" option is selected, accessing this section allows you to manage user accounts.

Creating a User

In order to create a user account, just click on Add. It is possible to create a user account or a series of users.

Account : Enter a short code. This is the code to use to connect to the Nixxis software.
First name: Agent First Name.
Last name: Agent Name.
Description: Appropriate agent description.


The list of possible assignments is displayed.


Visualize different Users


  1. Allows filtering by group
  2. Free filter - Allows filtering by name, first name, role, among others
Column 1: Allows you to see the roles assigned to the user through the icons of the NCS interface.
Account: Short code representing the user. This is the code to use to connect to the Nixxis software.
Password: The (optional) encrypted password, used to connect to the Nixxis software.
First name: User first name.
Last name: Username.
Description: User profile description.
Group: This is the group associated with the user. You can use an existing group (drop-down list) or create a new one by directly editing the text.
Roles: Allow to see the roles assigned to the user through text.

General Tab



Account: Short code representing the user. This is the code to use to connect to the Nixxis software.
First name: User first name.
Last name: Username.
Profile: Allows to associate a profile to the user.
External employee Id : Allows you to associate an ID with the user for statistical purposes to facilitate payroll for example.
Phone: Displays the phone associated with the user account.
Password: The (optional) encrypted password, used to connect to the Nixxis software.
Description: User profile description.
Group: This is the group associated with the user. You can use an existing group (drop-down list) or create a new one by directly editing the text.
Supervision group: Allows the user to be associated with a supervision group.
Originator: The value here will be used as the "Caller ID" for manual calls made from this agent account. It will be used for manual calls (using the toolbar in the agent interface). This value overrides the original call no. field in a phone's properties.
GUI language: Allows to configure the NCS language according to the user.
Theme: Dark or Light Mode.
Define wrap-up and auto ready behaviours: Allows you to configure encoding and auto-ready settings in post-call.
Define address book options: Allows you to configure an address book based on this user.

Affectations Tab


The Agent Affectations tab is a column-structured window that looks like this in this example:

The icon displayed in the list indicates whether it is a campaign or a team.

Check box
The level (% displayed using the slider): allows the Nixxis ACD ( Automatic Call Distribution/ distribution engine) to check the availability of the most appropriate agents to take the call.
When two agents with equal skills are available, the agent with the highest affectations level will be selected first.
Affectation: List of campaigns (in single mode) and teams. The icon displayed in the list indicates whether it is a campaign or a team.

Skills Tab



The Agent Skills tab is structured in columns which appear as follows in the example:

Check box
The level % displayed using the cursor): allows the Nixxis ACD ( Automatic Call Distribution/distribution engine) to check the availability of the most appropriate agents to take the call.
When two agents are available to handle a contact in the queue, the agent with the lowest level but high enough to handle the call will be selected first.
Skill: List of defined skills.
Note: The default level is 100: this is the value that is used when checking a skill for the first time.

Languages Tab



Check box
The level (% displayed using the slider): enables the ACD Nixxis ( Automatic Call Distributor ) distribution/distribution engine) to verify the availability of the most appropriate agents to take the call .
When two agents are available to handle a contact in the queue, the agent with the lowest level but high enough to handle the call will be selected first.
Language: The list of different languages defined by the system.

Roles Tab


In the "Roles" tab, the user can be assigned additional rights.

Check box
Role: The list of different roles defined by the system.

Skills Management


Once the Skills option is selected, you will be on this page. A skill allows the ACD to distribute the call.

Creating a Skill

In order to create a skill, just click on Add. You must then associate a description with the example skill; Level 1, Level 2, accounting, customer service, etc...


It is possible to associate the create skill to users with this skill.


This screen allows you to specify the activities requiring knowledge ofskill being created.



General Tab



Description: Description of the skill.
Group: This is the group associated with the skill. You can use an existing group (drop-down list) or create a new one by directly editing the text.

Users Tab



Check box
The level (% displayed using the slider): enables the ACD Nixxis ( Automatic Call Distributor ) distribution/distribution engine) to verify the availability of the most appropriate agents to take the call.
When two agents are available to handle a contact in the queue, the agent with the lowest level but high enough to handle the call will be selected first.

Activities Tab



As explained in the introduction, each campaign can manage incoming and outgoing calls, emails and chat and also work in Search mode.
Skills only apply to incoming calls

The activity skills tab is a column-structured window appearing as follows:

Check box

The level (% displayed using the double cursor): the level of the skill required for the activity. This allows the Nixxis ACD ( Automatic Call Distribution/distribution engine) to check the availability of the most appropriate agents to take the call.

When two agents with equal skills are available, the agent with the lowest level of skills attribution but high enough to handle the call will be selected first.

Activity: the different incoming activities that are defined on the system.

Note: The double cursor allows you to specify the minimum skill value (left cursor) as well as the desired value (right cursor). The system always tries to find an agent with the desired value but gradually reduces this constraint if no agent matches the criterion. This decrease stops when the minimum value is reached, after which the system waits indefinitely for an agent with the skill to free up.

Language Management



Once the "Language" option is selected, accessing this section allows you to manage languages.

Creating a Language



In order to create a language, just click on Add. To select a language, use the arrow to the right of the window to activate the menu drop-down list in alphabetical order.


One or more agents can be assigned to the language by clicking on the check box.
Activities requiring a specific language can be selected here.

General Tab


The General tab provides an overview of general language data:
Description: Description of the language.

Tab Users 



The Users languages tab is a column-structured window appearing as follows in the example:

Check box
Level (% shown using slider): Allows the Nixxis ACD ( Automatic Call Distribution/distribution engine) to check the availability of the most suitable agents to take the call.
When two agents with equal skills are available, the agent with the lowest level of language allocation will be selected first.
Note: Once the box is checked the agent is assigned to the language, even at level 0.

Activities Tab


As explained in the introduction, each campaign can manage incoming and outgoing calls, emails and chat, also work in Search mode. The activity languages tab is a column-structured window that appears in this example:

Check box
Level (% displayed using double slider): Allows the Nixxis ACD ( Automatic Call Distribution/distribution engine) to check the availability of the most suitable agents to take the call.
When two agents with equal skills are available, the agent with the lowest level of language allocation will be selected first.
Activity: the different incoming activities that are defined on the system.
Note: The same remarks as those mentioned for skills also apply for languages.

Team Management


Once the "Team Management" option is selected, access to this section allows for team management.

Creating a Team



In order to create a team, just click on Add. You must give a description to the example team; level 1, level 2, customer service, etc...



Select the agents who will be assigned to the team.


Select the campaign(s) and queues of waiting concerned by this team.

General Tab



Description: Description of the team.
Group: This is the administration group associated with the team. You can use an existing group (drop-down list) or create a new one by directly editing the text.
Security context: Allows to associate a security context to the selected team.
Break group used by this team members: Group of break justifications to be used when team member agents request a break.
Cost: Cost to use team members agents. This cost is used in the calculation of distribution of calls to agents. The system tries as much as possible to reduce the cost of distribution.
Define wrap-up and auto ready behaviours: Allow you to configure encoding and auto-ready settings in post-call.
Define address book options: Allows you to configure an address book according to this team.

Queues Tab



The queues tab is a structured window that appears in this example:

Check box
The level (% displayed using the slider): Indicates to the system the level of the team on the handling of calls related to the queues. The system will always try to maximize the level of treatment of the agent on the call (knowing that this level takes into account the level of the agent on the team but also the level of the team on the call).
Condition Minimum wait time: Minimum wait time before taking into account the relationship between the team and the queue. Before this time, no distribution can be made to the queue in question via the team (but this same distribution can of course be made by another team).
Condition Maximum wait time: Maximum wait time before taking into account the relationship between the team and the queue.
Queue: Queues assigned to this team.
Note: The default level is 100: this is the value that is used when checking a queue for the first time.

Users Tab



The Users languages tab is a window structured in columns appearing as follows in the example:

Check box
Level (% shown using slider): Allows the Nixxis ACD ( Automatic Call Distribution/distribution engine) to check the availability of the most suitable agents to take the call.
When two agents with equal skills are available, the agent with the lowest level of language allocation will be selected first.
Note: Once the box is checked the agent is assigned to the language, even at level 0.

Rights Tab


Queue Management


Once the "Queues" option is selected, accessing this section allows you to manage queues.

Creation of a Queue


In order to create a queue, just click on Add. You must give a description to the sample queue; customer service, accounting department, etc...

You must then associate the team(s) that will be assigned to this queue.

General Tab


Description: Queue description.
Workflow: Subject to integration.
Group: This is the administration group associated with the queue. You can use an existing group (drop-down list) or create a new one by directly editing the text.
Security context: Allows to associate a security context to the selected queue.
Short code: Code (usually numeric) that allows calls to be transferred to this queue.
High priority: Indicates whether a call waiting notification should be sent to agents linked to this queue. This then allows agents to react and request an interception of the call that generated the notification.
Contacts pickup allowed: This feature allows the agent to select a contact in the queue and to treat it as a priority according to criteria left to their discretion: time in line, name of the service, etc).
Generate overflow: Indicates whether the queue is likely to overflow calls when certain criteria are met. In this case, the overflow conditions appear as a drop-down list.

Overflow Management

Overflow Conditions

Never: Indicates that overflow will never be activated by this queue.
Always: Indicates that all calls inserted in this queue systematically overflow.
No agent connected: A call overflows on this queue if no agent can be linked to this queue (by analyzing team memberships).
Number of objects in queue greater than: A call overflows on this queue if there are already a number of calls in queue greater than the specified parameter.
Calls waiting/agents working" ratio greater than: The queue generates overflow when the ratio between the number of calls waiting on this queue and the number of active agents on this queue is greater than the specified parameter. By “active agents”, we mean here agents who are online or scheduled, waiting for calls or encoding.
Waiting time greater than: The overflow is initiated when the waiting time reaches a value specified by the parameter entered.
Estimated wait time greater than: The overflow is initiated when the estimated maximum wait time is greater than the value specified by the specified parameter.
Number of agents ready to be less than: The system can determine which agents will go on loan. The overflow will be initiated when the number of agents who will be on loan is less than the specified parameter.

Actions in case of overflow

None: No action will be performed. The call will still be marked as overflowed for supervision or statistics reasons.
Disconnected: Hangs up the call.
Playback of the recording: Broadcasts a sound file, as specified by the parameter to be entered in the interface.
Run SVI: Runs the SVI selected in the drop-down list.
Reroute the call: Transfers the call to the destination entered in the area provided for this purpose.

Profit Evaluation Tab


This tab is used to define that the profit associated with calls passing through the queue varies according to time. By default, the profit of a call is not a function of time. By checking "Evaluation of profit over time", a graph showing the evolution of profit over time is displayed.
This graph can be adjusted by moving the control points. These checkpoints also show tooltips that allow you to view the exact values. On the ordinate, the graph shows the value of profit expressed as a percentage of its initial value while the abscissa axis represents time.

Teams Tab



The teams tab is a structured window appearing as follows in this example:

Check box
The level (% displayed using the slider): Indicates to the system the level of the team on the handling of calls related to the queues. The system will always try to maximize the level of treatment of the agent on the call (knowing that this level takes into account the level of the agent on the team but also the level of the team on the call).
Condition Minimum wait time: Minimum wait time before taking into account the relationship between the team and the queue. Before this time, no distribution can be made to the queue in question via the team (but this same distribution can of course be made by another team).
Condition Maximum wait time: Maximum wait time before taking into account the relationship between the team and the queue.
Team: Team assigned to this queue.

Note: The default level is 100: this is the value that is used when checking a queue for the first time.

Prompts Tab



Rights Tab



Campaign Management



Once the "Campaigns" option is selected, accessing this section allows you to manage campaigns and activities.

Campaign Creation

A campaign can contain different types of activities such as outgoing calls, incoming calls, chat processing, mail and ticket. When creating a campaign, it is necessary to choose the type of campaign management which can be in simple or advanced mode. If the simple option is used, it will be possible to switch the campaign to advanced mode in order to have an optimal management of the campaign and in the opposite case, once the campaign switches to advanced mode, it will not be possible to change it to simple mode.


In order to create a Campaign, just click on Add. You will have to choose “Add a new campaign”.


You must give a description to the campaign and then choose whether the management mode will be "simple" or "advanced". It is recommended to choose the advanced option.

General Tab



Description: Description of the campaign.
Group: This is the administration group associated with the campaign. You can use an existing group (drop-down list) or create a new one by directly editing the text.
Workflow: Subject to integration.
GDPR Provider: Allows via an external provider to integrate a policy in order to comply with GDPR measures in the tool.
Security context: Allows to associate a security context to the selected queue.
Appointments context: Appointment context associated with the campaign.
Number format: Format used for storing phone numbers. This is how the numbers will be recorded in the "telephone number" type fields of the Campaign database.
Datasource: Allows you to define the structure of the database.
Define recording behavior: Allows you to configure the recording settings of the campaign.

Standard Datasource Tab



Fields Tab



The Fields tab is a column-structured window appearing as follows:

Name: Name of the field used in the Nixxis application , it can be modified.
InitialName: Original name of the field as it existed during the initial import. This value will be used to automatically determine field matches when adding records.
Type: Type of field, ex: 'String'.
Length: Length of the field; '-1' is the default value for data types that have no predefined length. For strings, it means that it is a maximum length string.
Meaning: Meaning of the field for the Nixxis platform. The meanings "telephone number" are particularly important since they indicate the destinations to be dialed.
Unique: Indicates the uniqueness of the value.
Indexed: Indicates the presence of an index in the database to improve query performance.

Dispositions Tab


The dispositions are the statuses used at the end of the call for each contact. They form a tree structure whose leaves are the most important nodes since they are the only ones selectable by the agents. All intermediate nodes only have a grouping function.

It is possible to associate a main value to each qualification:
  1. Positive
  2. Neutral
  3. Negative
An argued value can also be associated.
A disposition can also be associated with an action.

Prompts Tab


Allows you to see the list of sound files associated with the campaign and also to add a sound file.

Rights Tab

Creating an Inbound Activity - Voice


In order to create an activity, just click on Add. You will have to choose “Add a new campaign”.

For voice activity, you must select SIP.


Voice activity can be inbound or outbound.

Inbound Voice Activity - General Tab



Inbound Voice Activity - Call flow Tab



Inbound Voice Activity - Dynamic Parameters Tab


Inbound Voice Activity - Skills Tab



Allows you to see the list of skills needed to process a contact.

Check box
Level: (% displayed using the slider) allows the Nixxis ACD ( Automatic Call Distribution/distribution engine) to check the availability of the most suitable agents to take the call.

Skill: Skill Name.

Inbound Voice Activity - Languages Tab



Allows you to see the list of languages required to process a contact.

Check box
Level (% shown using slider): Allows the Nixxis ACD ( Automatic Call Distribution/distribution engine) to check the availability of the most suitable agents to take the call.

Inbound Voice Activity - Dispositions Tab



The box dispositions are mandatory in this activity makes it possible to force the agent to rule on each call at the end of his contact otherwise he will not be able to close the file.
The manual dispositions box is disabled if this box is checked, it is necessary to have a script that allows the agent to qualify the form.

Inbound Voice Activity - Planning Tab



Inbound Voice Activity - Prompts Tab

Allows you to see the list of sound files associated with the campaign and also to add a sound file.

Inbound Voice Activity - Rights Tab


Creating an Outbound Activity - Voice

In order to create an activity, just click on Add. You will have to choose “Add a new campaign”.


For voice activity, you must select SIP.



Voice activity can be inbound or outbound.



For an outgoing activity

Originator: The number that will be used to reach the contacts of this activity.
Call out mode: 9 kinds of call out mode are available by default.
Search: Allows the agent to search for a file and then call the file at the desired time.
Reminders only: Allows you to have an activity, which will number the qualified records as reminders.
Preview: The dialer does not generate numbering but screen pops. The agent then receives the information relating to the customer so that he has time to analyze it. He can then ask the system to call the form at the desired time.
Progressive: The dialer dials a new record as soon as the agent is ready. The agent does not see the different dialing attempts until he is connected to the customer. At this time, the file opens and the agent can see the customer data at the same time as this one is online.
Power: This mode was created to eliminate wasted time on unsuccessful dialing attempts. When the agent is ready, the dialer then generates several calls knowing that not all of them will go through. This drastically reduces the time it takes to get a customer online.
Limited power: Unlike power mode, here it will be possible to set a limit.
Predictive: Predictive dialing is optimal with respect to the effectiveness of outbound dialing. It is based on an advanced algorithm that attempts to predict when agents will be ready for the next call by calculating when one of the call attempts is actually connected. These predictions make it possible to generate calls before the agents are ready, which greatly reduces the waiting time of the agents.
Agentless:
Workflow: Subject to integration.

Script:
Allows you to associate a Callscripter type script or eScript that will be available to the agent when processing calls.
Tabbed Browser: Makes available via the agent module a browser with one or more predefined tabs.
Record all this activity conversations automatically: Allows you to record or not record calls on this activity by default.

Voice Outbound Activity - General Tab



Voice Outbound Activity - Sort Order Tab



It is possible to choose the priority order of the numbering of the blank records by adding a new sorting field at the activity level.

Select the sort order: The list of the different fields of the Nixxis database will be displayed.
In ascending order for numbering of blank records in FIRST IN - FIRST OUT (FIFO)
In descending order for a numbering of blank files in LAST IN - FIRST OUT (LIFO)

Voice Outbound Activity - Data filtrer Tab


Voice Outbound Activity - Dispositions Tab


The box dispositions are mandatory in this activity makes it possible to force the agent to decide on each call at the end of his contact otherwise he will not be able to close the file.
The manual dispositions box is disabled if this box is checked, it is necessary to have a script that allows the agent to qualify the form.

Voice Outbound Activity - Rights Tab



Global Settings



Once the global settings option has been selected, you will be in this screen.

You have the possibility to choose between Default settings which corresponds to the default settings of the instance. The settings that will be configured here will apply to all activities.
Information’s allows you to view information about your sample instance; Information on the current user, Validity of licenses, among others.

Global Settings - Tab General



Default theme: Allows you to choose a default theme.
Default originator: This is the number that will be displayed for any outgoing call.
Dialer settings: Allows you to enter the congestion ratio that will trigger an alert.
Automatic recording settings: This is the possibility of recording or not the conversations.
Recording persistence flags: The option allows you to be able to mark a term of % the records to be kept or deleted.
Manual call settings: Allows you to define a script that will be available during manual calls. It is also possible to choose the tabbed browser option and be able to define the pages that will open automatically during a manual call.



Wrap-up settings: Allows you to manage encoding behaviors.
  1. Wrap-up duration can be extended – Corresponds to the wrap-up time available to the agent.
  2. Send alert – Send an alert to the agent to let them know that they have exceeded the default encoding time.
  3. Send supervisor alert – Allows you to send an alert to the supervisor allowing him to see which agent has exceeded the encoding time.
  4. Close the script – This option closes the script if the encoding time is up.
  5. Force ready – Allows the agent to go into ready status if the encoding time is exceeded.
Auto ready settings: Allows you to manage the agent's automatically ready mode.
  1. Inbound auto ready delay – Allows the agent to be on loan after a predefined delay for incoming calls.
  2. Outbound auto ready delay – Allows the agent to be on loan after a predefined delay for outgoing calls.
  3. Closing the script sets the agent ready – Allows the agent to be ready when closing the script.
Address book: Allows an address book to be made available during outgoing calls, call transfer or manual call.

Workflow settings: Subject to integration.

Address Book



Once the address book option has been selected, you will be in this screen. Here you have the option of managing existing address books and creating new address books or adding entries to an existing address book.



Address books can be configured at the level:
  1. general settings
  2. about the team
  3. on agent
  4. on incoming activity
  5. on outgoing activity
Append the specified address book to the current address book  --> allows to merge a 2nd address book to the one configured by default.
Subtract the specified address book from the current address book --> allows to remove the entries of another address book from the one configured by default.
Replace the current address book with the specified address book --> replace the address book configured by default with another address book.

Address Book - General Tab



Description: The name of the address book.
Group: The address book display group.
Include coworkers: If the "Include teammates" option is checked, the agent has the possibility to make a call or a transfer (blind or accompanied) to another agent who is a member of the same team.
Destination is not restricted to address book list: If the option "The destination is not limited to the address book list" is not checked, only the contacts of the address book addresses or records of an activity are available for dialing - thus making manual calls impossible.

In order to create an address book, just click on Add. You must give a description to the address book.


You will need to specify the type of value to add:
  1. Agent
  2. Agents from a team
  3. Queue
  4. Activity
  5. External contact
Available when calling manually: if the box is checked, during a manual call, the address book will be available to the agent.
Available when consulting: if the box is checked, during the search mode, the address book will be available.
Available when forwarding: if the box is checked, during a transfer, the address book will be available to the agent.

Address Book - Entries Tab



The address book is accessible in agent mode and can contain:
Entries / contacts (agent, team agent, queue or external contact).
These entries are manageable and added to the address book by a user with the administrator role and cannot be added or deleted by an advisor.
The contacts are visible in the "address book" tab when the adviser opens it.
The history of calls made for the advisor, automatically incremented with each call.
This data is visible in the "history" tab when it is opened by the advisor.
Call history is visible only for calls made by an advisor - this information cannot be viewed by another advisor.

Plannings



Once the plannings option has been selected, you will be in this screen. Here you can configure plannings according to your operating hours.

Creating a Planning

In order to create a planning, just click on Add. You must give a description to the example schedule; Production planning.


Planning – General Tab & Week days schedule



The general planning tab gives an overview of the general data:

Description: Planning description.
Group: This is the administration group that allows the display to be filtered for more readability.



The opening and / or closing periods can be defined by clicking on the desired period.

Special days



Two types of special days can be defined:
  1. Repetitive (e.g. Christmas)
  2. Non-repetitive (for example, Easter Sunday, which varies each year, holidays, etc.)
For each special day, you can indicate whether the special day should be considered as a closed or open day.

Breaks & General Tab


Once the breaks option is selected, you will be in this screen. Here different types of “Breaks” can be defined.

Description: Simple description of the break.
Group: This is the administrative group used for filtering the break list in the administration tool but also a group to be specified at the team level.

Creating a Break Description



To create a break description, just click on Add. You must give a description to the example break; Coffee, Lunch, Training, Brief, among others.

General Tab - Appointments contexts Tab



Once the Appointments contexts option is selected, you will be in this screen. Here you can configure Appointment contexts.
Appointment context is required for use of Nixxis Calendar control.

Creating an Appointment Context 

In order to create an Appointment context, simply click on Add. You have to give a description to the context.


Appointment - General Tab



The general tab gives an overview of the general data of the appointment booking:

Code: Enter an identification code for this appointment context.
Description: Simple description of this appointment context.
Base URI: Reserved for integrations.
Group: Administrative group to allow filtering the list.
Planning: Schedules linked to this context of making appointments. Select a schedule from the drop-down list.
Minimum time for appointment taking: Defines when the first appointment can be positioned in this context.
Maximum time for appointment taking: Defines when the last appointment can be positioned in this context.
Granularity: Adjust the level of granularity of the calendar of appointments associated with this context. Click on the field and type the time or use the arrow.
Default appointment duration: Set the normal duration for an appointment linked to this context. Click on the field and type the duration or use the arrow.
Minimum delay before appointment: Defines a time frame to avoid scheduling new appointments within too short a time. By default it is set to “no appointments can be made for 24 hours”, which occurs by enabling the checkbox. Click on the drop-down menu.
Maximum delay before the appointment: Specify the number of days or appointments can be positioned. By default it is set to "no appointments can be made for 7 days", which occurs by activating the checkbox. Click on the drop-down menu.

Appointment - Areas Tab



Area regexp: Regular expression that will be used to determine whether a record belongs to this area.
Area work without members: If the box is checked, it is not necessary to add members to this area. Instead, the number of concurrent appointments will determine possible appointments.
Maximum number of appointments per day limit: If the area can be used without members, a maximum number of daily appointments can be set there.
Maximum number of concurrent appointments: If the area can be used without members, a maximum number of simultaneous appointments can be set there.

Callback Rules



Once the Callback rules option is selected, you will be in this screen. Callback rules are evaluated one at a time in a specified order until the current condition is matched. The order of the rules is therefore crucial.
In the General tab, it is possible to configure the default duration of reminders as well as the maximum number of attempts.

Default callback duration:
Enter the default duration for reminders to be valid by entering the time in the field or by using the arrow.
Click on the field and enter the time or use the 'up and down' arrows to set the delay. Click on “Ok” to confirm the data and close the window or press “Cancel” to return.

Callback Rules - Tab Rules



For each of these rules that appear on the left side, you can display the 'Condition to apply rule’ and the 'Action when rule matches', by clicking on the corresponding label on the right.
The conditions used for callback rules can be selected from the drop-down menu of the following call end causes:
  1. Abandoned ( ContactRoute.ContactState .= 6): the call attempt was successful, the correspondent picked up but hung up before the card was presented to an agent.
  2. Handled by agent ( ContactRoute.ContactState .= 9): the call attempt was successful, the correspondent picked up, the card was presented to an agent and the correspondent was put in touch with the agent.
  3. Not handled by agent ( ContactRoute.ContactState .= 10): the call attempt succeeded, the correspondent picked up, the card was presented to an agent but the agent did not pick up the call and closed the form.
  4. Answering machine ( ContactRoute.ContactState .= 4): the call attempt resulted in an answering machine being picked up.
  5. Busy ( ContactRoute.ContactState .= 5): the call attempt resulted in a busy number.
  6. Congested ( ContactRoute.ContactState .= 11): The call attempt did not go through due to lack of outgoing carrier channels at the time of the attempt.
  7. Disturbed ( ContactRoute.ContactState .= 2): the call attempt resulted in a wrong number.
  8. Fax ( ContactRoute.ContactState .= 1): the call attempt resulted in a fax.
  9. Unanswered ( ContactRoute.ContactState .= 3): the call attempt was successful but the caller did not pick up.
  10. Exceeded ( ContactRoute.ContactState .= 7): the scheduled targeted callback was not dialed before the expiry date of the scheduled callback due to the unavailability of the agent.
  11. ? : when none of the conditions listed in the callback ruleset matches the cause for ending the attempt.


The configurable actions for each of the rules and available in the drop-down menu are as follows:

Default: System action so that the form is recalled.
Do not retry: the form will not be renumbered and the system qualification "Do not retry" / _DNR is applied.
Retry at: the callback attempt will be scheduled and performed when the specified time has been reached.
Retry not before: the callback attempt will be made after the specified time has been reached and depending on the other calls already in progress.
Callback: a targeted or group reminder is scheduled with a delay between the attempt and the reminder as well as a validity of the reminder.
Black list: the file is added to the blacklist of numbers not to be called as part of the campaign.

Prompts


Once the Prompts option is selected, you will be in this screen. Here you can add sound files that will be used for playback of a recording or announcement.

Creating a Prompt & Import Sound file

In order to create a prompt or import a sound file, just click on Add. You must give a description to the prompt.



Description: Description of the prompt.
Language: Prompt language.
File Path: As part of a file import, you will have to select the corresponding sound file. The recommended format is “. wav ", 8KHz PCM, 16-bit, mono.
Text content: This field allows you to enter a text which will then be transformed into a sound file.



Description: Description of the prompt.
Language: Prompt language.
Short code:



Related prompts are used to distinguish the alternative version of a specific prompt. The main purpose is to provide a personalized version (depending on the language) of recording. Column structured window tab shows 'language' and 'path' it was in transferred.

Note: The “Play” button in front of the recording allows you to listen to it.

Managing Preprocessors

Type of preprocessors

The 3 types of SVI available by default in the system are:

Default callback IVR: Voice server to automatically call back a caller (reverse IVR).
Default IVR: Standard IVR.
Default voicemail IVR: IVR allowing a caller to leave a message.

Each SVI can be enabled in the Nixxis Contact Suite (NCS) administrator interface for different functionalities, including:
  1. for incoming calls.
  2. for the management of closing times.
  3. for managing situations without an available agent.
  4. for queue overflow management.
  5. for the management of voicemail messages left ( voicemail IVR).

Création d'un Default Callback IVR

1. This defines whether the callback will be made with the caller's number or whether the caller will have to enter their phone number.


2. This allows to specify the audio files that will be played when using the IVR.


3. Reminder setting.


4. If a date/time request is configured, you will have to specify the different audio files that will be used to guide the caller in entering the date and time.


5. It is important to specify the different audio files for each situation or scenario.


Creating a Default IVR

1. This feature allows you to define an audio file for the welcome message and offer a choice of language and menu to the caller.


2. Once the language request has been activated by ticking the corresponding box, it is necessary to specify the language choices by assigning the DTMF keys corresponding to the number of possible choices.


3. It is necessary to specify the audio file and the language associated with each DTMF key that will be played.


4. After activating the menu request by checking the corresponding box (step 1), it is necessary to specify the menu choices by assigning DTMF keys corresponding to the number of possible choices.


5. For each DTMF key, it is necessary to specify the audio file that will be played for each of the configured languages (step 2), to specify the queue and the skill that will be associated with the chosen DTMF (optional). It is also possible to change. 


Default Voicemail IVR

1. This feature allows you to define the audio file that will be broadcast.



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