Motion

This is a complete Guide to setting up a location to support xCally and Open answer

Kyle Johnson | Account Setup Guide | 3/28/2018

Verison 1.0

This guide details in-depth how to tutorials designed for use by site managers. Throughout the guide there are screen shots of what to look for while following the directions outlined. The beginning of this guide will show how to first setup accounts in Open Answer and their corresponding content. Following that this guide will outline how to setup accounts within xCally. This guide will then outline how to setup agents and administrators in both Open Answer and xCally. It is recommended to use the Account Setup Check List during the setup and to review once complete to ensure everything has been completed correctly.

xCally Motion is a virtual asterisk based telephone switch. It has a web portal used to setup, monitor, and view reports in regards to phone call traffic and assignment. This is closely related to the functionality of the administrative capabilities of the Startel Software.

Motion Bar is a desktop application that is used by the agent to place and receive calls. This is also where a majority of call functionality will be handled. It is closely related to the functionality of the Startel physical box.

Open Answer is a TAS messaging platform that uses a web portal by both the agent and administrators to handle call messaging, instructions, dispatching, and review. This is closely related to the functionality of the agent capabilities of the Startel Software.

Table of Contents Account Setup Guide 1 Abstract 3 xCally Motion: 3 Motion Bar: 3 Open Answer: 3 Table of Contents 4 Naming Conventions 8 Phone Numbers: 9 Account/Company Names: 12 Agent Names and User Names: 12 Employee Names: 14 Call Types Names: 14 **Account Setup Checklist 15 xCally Motion 17 Dashboard 18 Main Dashboard: 18 Your Dashboard’s: 18 Staff 19 Create Agent: 19 Agent/Queue Management: 21 Delete An Agent: 22 Edit An Agent: 22 Team Management: 24 **Contacts Manager 26 Contacts: 26 **Companies: 28 **Lists: 28 Queues 29 Queues Explained: 29 Voice Queues: 29 Queue/Agent Management: 30 Penalty: 32 Voice Channel 33 Create Inbound Route: 33 Manage Inbound Route: 35 **Chat Channel 36 Create Inbound Route: 36 **Chat Queues: 36 **Mail Channel 36 Create Inbound Route: 36 **Mail Queues: 37 **Fax Channel 37 Create Inbound Route: 37 **Fax Queues: 37 **SMS Channel 37 Create Inbound Route: 37 **SMS Queues: 38 **Open Channel 38 Create Inbound Route: 38 **Omni Realtime 38 Create Inbound Route: 38 **Open Channel Queues: 38 Tools 39 **Create a Dashboard: 39 PAA Upload 40 Upload custom PAA: 40 Configure custom PAA in xCally Motion 41 Open Answer Setup 42 Create Account 43 Parent Account: 43 Subaccount: 45 Account Content 53 Employees: 53 Call Type: 56 Additional Files: 67 On Call Lists: 68 Message Summary: 71 Applications: 72 Notes: 73 Print Account Summary: 74 Agent Managment 75 Add an Agent: 75 Remove an Agent: 76 xCally User Guide 78 Logging In and Out 79 Logging into xCally Motion: 79 Logging out of xCally Motion: 79 Logging into Motion Bar: 81 Logging out of Motion Bar: 81 Call Handling 82 Answering a Call: 82 Holding a Call: 82 Parking a Call: 84 Answering a Parked Call: 86 Park into a Different Queue: 86 Conference Call: 88 Warm Transferring a Call: 90 Transfers to Internal Extensions: 92 Call Monitoring: 94 Open Answer User Guide 96 Logging In and Out 97 Logging into Open Answer: 97 Logging out of Open Answer: 97 Transferring Messages in Open Answer 99 Outbound calls in Open Answer 100 Operator Screen: 100 Message Review Screen: 100 Account Basic Info Screen: 100 Example Account 102 Creating the account in Open Answer 103

This is a Guide to use for phone numbers, acount names, agent names, Employee names, and Call Types

This details the situations in which to use a “+1” or “1” in front of the ten digit phone number. This will guide you through everywhere a phone number is required or needed and the correct naming convention. This applies to account setup, dialing, employee info, faxes, and texting. Not following these rules will result in errors or phone number not working correctly.

1. xCally Motion:

a. Contact Manager:

i. The phone number required in the contact list will always require a “+1” followed by the ten digit phone number

ii. Example: +15551234789

2. xCally Phone Bar:

a. When Dialing out using both the keypad and yellow entry prompt always use “1” followed by the ten digit phone number.

b. Example: 15551234789

3. Open Answer:

a. Sub-Account Info:

i. The DID phone numbers required in the Sub-Account basic info will always require a “+1” followed by the ten digit phone number.

ii. Example: +15551234789

b. Employee:

i. Email:

1. Email – This is the standard email address.

2. Fax - The phone numbers required in the fax field will always require a “1” followed by the ten digit phone number. This is then followed by “@sitename.fax.answer.com”

ii. Phone:

1. Phone – The phone numbers require a “1” followed by the ten digit phone number.

2. Numeric Pager - The numeric pager require a “1” followed by the ten digit phone number.

iii. Text:

1. Text – Texting require a “1” followed by the ten digit phone number. Select Answer SMS as the carrier.

2. Alpha Pager - Texting require a “1” followed by the ten digit phone number. Select Answer SMS as the carrier. Some alpha pagers may need to use the service provider if Answer SMS does not work.

iv. Web URL – This is a standard website link or URL.

v. Examples:

When naming accounts throughout both xCally and Open Answer, be sure to keep everything exactly the same. It is not recommended to use abbreviations. Open Answer will allow the Account and Company Name to be used in the answer phrase.

The SA Billing 4 digit resource id is used in both xCally and Open Answer. Within xCally when setting up the Contact list it is to be used as the Last Name and the Resource ID. While in the Dial Patch it is to be used in the Description Field. In Open Answer the SA Billing 4 digit resource id is to be used in the Account Number field for parent accounts and Bill to Account in Sub Accounts. This number needs to be identical for the Billing reports to correctly process call information and bill accordingly.

Agent Names will always be in the following format first and last with capitalizing the first letter of each. When creating a User Name use the following format: “first.last” do not capitalize any characters.

Open Answer Agent and Admin Login

1. Agent Name Example: John Doe

2. User Name Example: john.doe

Motion Agent Login

1. Agent Name Example: John Doe

2. Username Example: john.doe

Motion Admin Login

1. Admin Name Example: John Doe

2. Agent Username Example: john.doe (The Staff -> Agent Tab)

3. Admin Username Example: john.doe.admin (The Staff -> Users Tab)

Employee Names will always be in the following format, first and last with capitalizing the first letter of each. You may use a suffix if needed. Do not include fax, email, or text in the name as they will be specified within the employee contact information.

· Employee Name Example: John Doe

When naming Call Types in Open Answer, be sure to keep everything specific as possible. The more detail the better. It is not recommended to use abbreviations.

This is a complete Checklist to setting up an account in xCally and Open answer

detailed xCally Motion Related setup topics

The dashboard provides easy and convenient access to real time statistics and metrics on all of the Motion Channels. There is also the ability to create custom dashboards that contain metrics chosen and designed by the Admin. These are shown in daily time periods.

1. Voice: Overview of the Voice Channel

a. Inbound: Displays current inbound voice call statistics

b. Outbound: Displays current outbound voice call statistics

2. Chat: Displays a summary of website chat messages

3. Mail: Displays a summary of the Email messages

4. Fax: Displays a summary of the Fax messages

5. SMS: Displays a summary of the Text, Pager, and SMS messages

6. Open Channel: Displays a summary of the Social Media messages

This is where your custom made dashboard environments are available to be selected.

1. Click on the “Your Dashboards” tab and select one.

1. Once logged into Motion click on the Staff tab, then select Agents.

2. Click on the “New Agent” button and select Standard.

3. Fill out the information below:

a. Full Name. This is first and last name of the agent

b. Username. This is the username for the agent in format “first.last”. Example: “john.doe”

c. Email. This is the email for the agent. Email addresses must be unique. If the agent doesn’t have one, use [email protected].

d. Password. This is the agent’s password. Strong passwords are required. Do not use the same password for every agent.

e. Description: This is for internal use and is not used by the system.

4. Click Continue.

5. Make sure the following are set as the defaults:

6. Click Continue and then click Confirm.

Once you have completed an agent creation wizard there are a few additional settings that need to be adjusted in each of the following tabs. Be sure to click “Update” on each page after making any changes.

· Account:

a. Login in Pause should be turned “ON”

b. Show Web Bar should be turned “OFF”

· Queues:

a. Assigned queues per channel accordingly.

· Voice:

a. ChanSpy should only be turned “ON” when needing to actively monitor an agent. Please keep turned off when not in use.

· Motion Bar:

a. General Tab everything should be turned “OFF”

b. Call Forwarding Tab everything should be turned “OFF”

c. Advanced Tab:

i. Remote Control MUST be turned “ON”

ii. SIP Expires[sec] should be set to “60”

Follow these instructions to assign queues to each Agent.

1. Once logged into Motion click on the Staff tab then select Agents.

2. Select the Queue button in the row of the agent you are wanting to modify.

3. ADD: In the left column click on the name of the queue you want to assign to the queue.

4. REMOVE: In the right column click on the name of the queue you want to remove from the queue.

Follow this guide to remove an existing agent in xCally Motion.

1. Once logged into Motion click on the Staff then select Agents.

2. Click the box to the left of the agent name or on trash can icon in the same row as the agent.

3. Click on “Delete” to confirm.

To edit an existing agent in xCally Motion.

1. Once logged into Motion click on the Staff then select Agents.

2. Click on gear or edit icon in the same row as the agent.

3. Proceed to make and changes then click “Update” to save those changes.

Motion contains the ability to create teams of agents. These teams consist of multiple agents grouped together. This makes it easy to assign a team of multiple agents to queues without needing to individually add each agent. When assigning teams to queues, be assured that all agents assigned to that team will be added or removed. The ability to remove a specific agent from a queue after being added by a team is still possible. Example: One may add Team A to the Sales queue and then remove one of the agents from within Team A; while the rest of the agents in Team A will still be assigned to the queue.

Agent/Team Management:

1. Once logged into Motion click on the Staff tab then select Teams.

2. To create a new Team, click the green New Team button on the left.

3. To edit a Team, click the Agent button in the row you are wanting to adjust.

4. ADD: In the left column click on the name of the agent you want to assign to the Team.

5. REMOVE: In the right column click on the name of the agent you want to remove from the Team1.

Note: You cannot edit or delete the Default Team

Team/Queues Management:

1. Adding or removing teams to queues, perform the same steps outlined in “Queue/Agent management” section.

2. However rather than clicking on the individual agent name; select the team name. This will transition all agents from within that team.

This is where your clients account settings are. This is where you will specify the Queue, PAA, Voicemail and DID Number. This is the minimum required information per contact.

1. New Contact

a. Once logged into Motion click on the Contacts Manager tab, then select Contacts.

b. Click on the “New Contact Button”

c. Fill in the following information:

i) First Name: This is the Account or Company name

ii) Last Name: This is the SA Billing Resource ID

iii) Phone: This is the ten digit phone number preceded with “+1”

iv) Email: This is the Email address for the account

v) List: The default list for all contacts is “Account List”

d. Click Save

e. Fill in the following information in Custom Fields:

i) Queue: This is the assigned queue for the company.

ii) Use PAA: Select yes if the account uses a Greeting or PAA, select no if you want to use the generic PAA. You must choose yes or no.

iii) VM PAA: This is the name of the VM PAA audio file on the server.

iv) VM Box: This is the Voicemail box extension.

v) Custom PAA: This is the name of the PAA’s audio file on the server.

f. Click Save

2. Edit Contact

a. Once logged into Motion click on the Contacts Manager tab, then select Contacts.

b. Click on the “Edit” button

c. Make all changes and then click Save

3. Delete Contact

a. Once logged into Motion click on the Contacts Manager tab, then select Contacts.

b. Click on the “Delete” button

c. Click “Delete” to confirm.

4. Import Contact

a. This function is rarely used. Contact tech support before using this function.

This is where your client’s company info can go. It is not required for normal daily use at this time.

1. New Company

2. Edit Company

3. Delete Company

This is most likely be used by tech services. There should only be one list per Channel. Do not create lists. Please contact the Help Desk.

1. New List

2. Edit List

3. Delete List

This guide will help explain what queues are and how they are used. Each queue can have an unlimited number of DID’s and agents assigned to it. Queues allow the site to manage where the calls go and which agents will answer those calls. Below is an overview of each Queue; its name and a brief description and recommended use. It is up to each site to utilize these to their accounts and needs.

Follow the below instructions to assign agent to each queue.

1. Once logged into Motion click on the Channels tab

2. Next select Voice, Chat, Mail, Fax, SMS, or open Channel.

NOTE: Each category has their own queues that are independent of each other.

3. Click Queues.

4. Select the Agent button in the row of the queue you are wanting to adjust.

5. ADD: In the left column click on the name of the agent you want to assign to the queue.

6. REMOVE: In the right column click on the name of the agent you want to remove from the queue.

The greater number penalty when adding an agent to a queue will place that agent lower in priority to answer when a call comes in under that specific queue. This is useful if you want available agents to take calls before the call is assigned to a supervisor. This can be used in a variation of techniques suited for your locations needs.

1. Once logged into Motion, click on the Channels tab, next select Voice, then select Routes, and lastly click Inbound.

2. In the top right corner click the new route button

3. Fill in the following information:

a. Phone Number: This is the DID or ten digit telephone number including “+1”. Example: “+14062482337”

b. Description: This is the SAB Resource ID of the company or client.

4. Click Confirm.

5. Click on the New Application button.

6. Click inside of the Application box and select “Cally-Sqaure Project”.

7. Click inside of the Project box and select “Auto Line Forward Check”.

8. Click Continue to proceed to the next page. Then leave the interval Type as “Always” and click Continue again.

9. Click Confirm to complete or click Back to make any changes.

1. Once logged into Motion click on the Channels tab, select Voice, then select Routes, and lastly click Inbound.

2. Select the Gear icon in the row to make any changes or edits.

3. Select the Trash Icon to delete the route.

Create Voicemail Box:

1. Once logged into Motion, click on the Channels tab, next select Voice, then select Voicemails.

2. In the top right corner click the new Voicemail button

3. Fill in the following information:

a. Full Name: This name will be used when the email notification is sent.

b. Email: This is the email address used to receive notifications of new voicemail messages.

c. Password & Confirm: This must be a four digit pin code that the client will use to verify his account in order to check their messages.

4. Click Continue and Confirm.

5. Click the gear icon next to the newly created voicemail.

6. Select the Advance tab in the top right

7. Change the following:

a. Time Zone: Set this accordingly per each client. i.e. eastern, pacific, mountain, central.

b. Attach: Set this to ‘yes’ in order to attach the recording to the email notification. This is recommended.

c. Envelope: Set this to ‘yes’ to include date and time the message was left inside of the recording.

d. Delete: Always keep this set to ‘no’

8. Click Update.

Create Voicemail Internal Route:

Follow these directions to setup a route to allow for your agent to dial into the voicemail box and leave messages.

1. Once logged into Motion, click on the Channels tab, next select Voice, then select Routes, and lastly click Internals.

2. In the top right corner click the new route button

3. Fill in the following information:

a. Phone Number: Use the 8000 equivalent number to the mailbox extension. Example Voicemail box is “1004”; then use “8004”.

b. Description: This is the SAB Resource ID of the company or client.

4. Click Confirm.

5. Click on the New Application button.

6. Click inside of the Application box and select “Voicemail”.

a. Select the mailbox number from the drop down labeled: “Mailbox@context”.

b. Leave options blank and click Continue.

7. Set interval type to ‘Always’ and click Continue.

8. Lastly click Confirm.

Create Voicemail External Route:

Follow these directions to setup a route to allow external calls to route into the voicemail box and leave messages.

1. Once logged into Motion, click on the Channels tab, next select Voice, then select Routes, and lastly click Inbound.

2. In the top right corner click the new route button

3. Fill in the following information:

a. Phone Number: This is the DID or ten digit telephone number including “+1”. Example: “+14062482337”

b. Description: This is the SAB Resource ID of the company or client.

4. Click Confirm.

5. Click on the New Application button.

6. Click inside of the Application box and select “Voicemail”.

a. Select the mailbox number from the drop down labeled: “Mailbox@context”.

b. Leave options blank and click Continue.

7. Set interval type to ‘Always’ and click Continue.

8. Lastly click Confirm.

NOTE: The following sections marked with ** will be covered in separate training at a later date.

Upon the websites interface there will be a webchat dialog available for viewers to select in order to initiate a web chat with an agent. The design and prompts in the initial dialog will be setup through the submission of helpdesk ticket. Once completed our tech services will provide you or the client directly with the code snippet that will need to be placed onto their website.

NOTE: This will be completed by tech services. But they will need the following information:

1. Initial prompts:

a. Offline messages: These are the prompts for when an agent is not available and an email message will be sent instead to allow for an agent or client to follow up once available.

b. Online messages: These are the prompts for when an agent is available and will be sent to the agent upon initiating the chat.

c. Example prompts consist of the following: Name; Email; Phone; Reason; etc.

2. Queue: This may be either a new queue or an existing queue.

a. NOTE: Keep in mind that the Chat Channel queues are independent or separate from your other channels queues.

3. Dispatching:

a. Please specify if the chat will need to be dispatch to Open Answer or Call scripter. If so, please specify the account number is Open Answer or the URL for Call Scripter.

Please see the Queues section above for details on how to assign agents to queues and an overall explanation of what queues are.

Please submit a helpdesk ticket with approval from your Plus One in order to have a new queue created.

NOTE: Queues are independent of each channel. Example you may have a queue Names ‘Sales’ in both your Voice channel and your Chat channel. However, they are completely separate of each other.

This is most likely be used by tech services.

1. New List

This is most likely be used by tech services.

1. New List

This is most likely be used by tech services.

1. New List

This is most likely be used by tech services.

1. New List

This is most likely be used by tech services.

1. New List

This is where you can have multiple customized dashboards with different channel widgets. The three pre-built dashboards are as follows:

1. Voice Inbound

2. Outbound Calls

3. Agents Status

Below are instruction to follow to upload a PAA from the VCC Portal.

NOTE: The audio recording must be in WAV format.

1. Click on Tools; then click on PAA Upload.

2. Select desired account

3. Provide a file name for PAA

NOTE: it is recommend to use all lower case and not to use special characters such as periods, forward slash, backwards slash, etc.

a. If needed to replace and existing PAA, please chose the exact same file name as the current one. You may find the file name located in the contact list in xCally Motion.

4. Select “Choose File” and navigate to the audio recording.

5. Click Upload recording

6. Copy the file name exactly as shown.

Below are instruction to follow once a custom PAA has been uploaded by following the sets outlined in the previous section.

1. Navigate to Contact Manager then Contacts.

2. Find correct account in the list. You can search for the account by name or phone number using the search box below each column.

3. Click on the “Edit” button

4. Enter the exact file name specified above under the Custom PAA prompt.

5. Select “Yes” for Use PAA.

6. Click Save

Detials OpenAnswer related setup topics

1. Log into Open Answer with and Admin Account.

2. Click on the “Accounts” button from the left panel.

3. Click the “Add New Account” button from the top center of the page.

4. Fill in all fields below. Be sure the “Account Num” matches the SA Billing Resource ID. The “Contact Name” is whom to contact when there are account issues. The “Billing Phone” number should be the office, unless specified differently.

5. Once all information is filled in. Click “Save”.

Basic info:

1. After creating a Parent Account, Scroll down to the bottom of the screen and click “Add Sub-Account”.

2. Please fill out all of the information prompts. Descriptions for each prompt will follow the screen shot.

a. Phone Number. This will be in format (123)555-1234 during this step.

b. Time Zone. This is the client’s time zone.

c. Taking Calls. This is “Yes” for Inbound calls or “No” for Outbound calls.

d. Company. This is the Company’s Name. Keep in mind you can use the company name in the answer phrase and abbreviations are not recommended.

e. Answer Phrase. This you can choose a preset message which will auto populate the company names, and operator names accordingly. The custom answer phrase will only show exactly what is typed in.

f. Answer Phrase Color. This is can be any color you want. By default for looks and readability we recommend Green.

g. Queue difficulty. This does not need to be set. It is not used.

h. Contact Name. This is the Main Contact for the company or client.

i. Contact Phone. This is the Main Contact direct phone.

j. Contact E-Mail. This is the Main Contact direct email.

k. Type. This is what service we provide for the Client. Most accounts will fall under Receptionist or Answering Service.

l. Industry. This is the clients industry. You may enter this manually if the presets do not match the client.

m. Description. This is used internally for details about the account, but are not viewable on the operator screen.

3. Please click Save.

4. Please click on the “Pencil” icon to edit the Sub-Account after saved. This is to update the specific details on the account. DO NOT SKIP!

5. Review and fill out the rest of the information

a. Service SKU. This is the type of service. Examples: Doctor, Restaurant, Towing, etc.

b. Bill to Account. This is the matching SA Billing number.

c. Phone Numbers. DO NOT SKIP!

i) Click “Add Number”

ii) Re-enter the client phone number, you must type in. You cannot copy and paste.

iii) You must type in the phone number with a ‘+1’ before the ten digit phone number.

iv) Click “Go”

v) Delete the old number and make sure to only keep the number in format: “+155513244567”

d. Scheduling Calendar. This should be set to “No”.

Message Delivery Options:

1. Include Caller ID. This will always be “Yes”

2. Exclude prompt titles from text message. This will by default be “No”, unless the client prefers shorter text messages set to “Yes”.

3. Include Msg ID in Messages. This will by default be “No”. If you wish to include each message ID generated by the system into each message please change to “Yes”. Setting this to “Yes” will be helpful in tracking specific message issues.

4. Email Format. This will always be “HTML”

5. Email Subject Template. This is the subject line for emails. This will be set to “a% - Message from Answer”.

6. Below is the expected settings:

Operator Screen Info:

1. All the information about the client you want to appear when the agent takes a call will be below.

2. You may also record the correct pronunciation of a company name.

Call Volume Info:

1. Please follow the defaults below.

NOTE: You must be in a client sub account before you can add employees.

1. From the account in the “Setup” tab please click “Employees”

2. Click “Add Employee”

3. Fill out all the boxes as shown below.

4. Adjust “Sort” to separate different types of employees.

a. Each number will organize the employees together. All employees with “0” will be grouped at the top of the list. Employees with “1” will be grouped under them. Employees with “2” will be grouped underneath them and so forth.

5. Click “Add Contact” to add E-Mail, Phone, Text, and Web URL as needed per each contact. (Keep in mind all faxing is done through email)

6. To add a Fax Number:

a. Click “Email”

b. Hover over the email label and click to change its label to “Fax”

c. After changing to fax it should look like below

d. Now enter the fax number in the following format. This includes a “1” in front of the ten digit fax number. Please replace “XXXX” with your sites location name accordingly.

i) Format: [email protected]

ii) Example: [email protected]

iii) You must include a “1” in front of the fax number for faxing to work.

7. To add a SMS, Pager, Alpha Pager, or Texting Number:

a. Click “Text”

b. Type in phone number

c. Choose “Answer” as the carrier.

NOTE: Only select a different carrier if specifically instructed by Helpdesk. Using the Answer SMS Server provides the fastest and successful routing of texts and pagers.

8. To reorder the employees contact options:

a. You will need to click and hold on the three lines to the left of each option.

b. Drag and drop into the respective over.

9. In the top right of the screen; Click “Save” to save changes, or “Cancel” to not save the changes.

Create call type:

NOTE: You must select a sub account first.

1. From the account in the “Setup” tab; Click “Call Types”

2. Click “Add Call Type”

3. Choose from one of the default call types or create a custom type. Most call types will be a custom type.

4. If you want the call type to only show at specific hours and days; click “Yes” for the instruction will vary depending on time of day.

5. Specify hours and days accordingly:

6. After specifying the call type click “Save”.

7. “Make this active” is set to “Yes”. Adjust this to “no” if this call type is not to be used.

8. Start building your message template. Notation below:

Call Prompt Types:

There are three types of call prompts that can be added to your call type instructions:

1. Single-line. This is a simple input field.

2. Multi-line. This is a text box where new line characters are permissible.

3. Drop-down. This is a selection box with only predefined options accepted.

a. Options within the drop-down list are separated by the ‘|’ character. Please see examples below:

Call Type Prompt Actions:

1. Saving:

a. After you have made any additions or alterations you must click the “Save button in the top right.

2. Adding a prompt:

a. Click the “+” symbol in the top right on the field:

3. Deleting a prompt:

a. If you have added to many prompts or need to remove a prompt; click the small “x” to the right of the prompt that needs to be removed.

4. Changing the order of prompts:

a. If you need to reorder prompts; Click and Hold the reorder icon located to the right of the prompt: . It will look like three lines. Then drag and drop into the correct order.

5. Identify the maximum number of characters for each prompt.

a. Note fields may need more than the preset amount and adjust accordingly. Known fields may be “Regarding, Descriptions, More Details, etc.

b. This will appear on the Operator screen as “X/X”, showing first the number of characters used, and second the maximum number of characters allowed in the field.

6. Identify if the field is to be required. If the agent is required to take information into the prompt, select the checkbox located on the right side of the prompt.

7. Select a validator/formatter if needed on your call prompt. This is useful to have the agent take information in a specific format. It also helps prevent agents from obtaining incorrect or incomplete information.

8. Building your Instructions:

a. Please click on the “Text/Info Box”

b. Add all dispatching instructions and any notations the employee will need to take and dispatch the message. A simple example is displayed below.

9.

10. Adding a website or URL to your message.

a. Click on the yellow highlighted part next to “Helper”

b. Type in the text you want to be a link and highlight it.

c. After highlighted click the Icon

d. Type in the website or URL

e. Click OK.

f. Click Save.

11. Adding dispatching options to your call type.

a. Click “+Action Step”

b. Select the type of dispatching option desired. Widely used options are: Email, Save and Hold, LMR to and Text to. These options also have the availability to mark the message delivered in the same step, please use with caution.

c. The example will show email and deliver:

d. After selecting your “Action”, please select the recipient(s) of the message. To have the agent during the call be able to select whom to dispatch the message to; select “Requested staff”.

e. Click “Done” to save.

Upload Files:

To upload files that will be viewable by the agent at the operator screen. Files are not viewable from the message review screen.

NOTE: You must already have selected a sub account in “Setup”.

1. Click “Setup” from the panel on the left.

2. Find and select the corresponding account.

3. Click “Files”

4. Click “Add File”

5. Click and choose; or drag and drop files to upload

6. Click “Okay”

Delete Files:

NOTE: You must already have selected a sub account in “Setup”.

1. Click “Setup” from the panel on the left.

2. Find and select the corresponding account.

3. Click “Files”

4. Click the Trash can icon next to the file.

Setup On-Call Lists:

This will outline how to add new on call lists.

1. Click “Setup” from the panel on the left.

2. Find and select the corresponding account.

3. Click “On-Call”

4. Click “Add New List”

5. Fill out the requested times. Click “Save”. Example below titled “Weekend” will show during Friday after 5 PM to Monday at 7 AM.

Edit On-Call Lists:

This will outline how to edit existing on call lists.

1. Click “Setup” from the panel on the left.

2. Find and select the corresponding account.

3. Click “On-Call”

4. Click the Pencil icon to edit. Click the Trash can icon to delete.

5. You can view the edit history via “Edit History” tab.

6. Click “Save”

Message summaries are used to send out a batch of messages. This can be delivered via a time based setup. You may specify to deliver messages on certain days, between certain times, and how often. You can specify to deliver all messages or only undelivered messages. There is also an option to send a message stating there were no new messages as well.

1. Click “Setup” from the panel on the left.

2. Find and select the corresponding account.

3. Click “Msg Summary”

4. Click “Add New Schedule”

5. Select desired schedule and destination. Click “Save”

Applications allow for a third party integration into Open Answer. The main use for an application is to automatically open a popup window of a provided link.

1. Click “Setup” from the panel on the left.

2. Find and select the corresponding account.

3. Click “Applications” tab

4. Click “Add External Application”

5. Fill in the following fields

6. Click Save.

Applications allow

1. From the account in the “Setup” tab; Click “Notes”

2. Click “Add Note”

3. Fill in a format the note accordingly. The ability to use HTML source and URL links are integrated.

4. Check “Make this note visible on the operator screen”

5. Specify the location and back ground color to be used

6. If you want the border to flash on the note please check “Flash this note to increase visibility”

7. If you want the call type to only show at specific hours and days; uncheck “Make this note visible all the time.

8. Specify hours and days accordingly:

9. After specifying all details of the note click “Save”.

This is very similar to the Print Client report found in Startel. It will only print one client at a time.

1. From the account in the “Setup” tab.

2. Click Basic info Tab.

3. Found under the Account Title in the top center, click “Service Summary”

4. Click the envelope Icon to Email, or the Printer Icon to print.

Follow this guide to add a new agent into Open Answer. This will allow the basic ability to log into the Open Answer.

1. Click “Users” from the left panel

2. Click “Add New User”

3. Fill out the form:

a. Username. This is the username for the agent in format “first.last”.

b. Password. This is the agent’s password.

c. First Name. This is the first name of the agent.

d. Last Name. This is the last name of the agent.

e. Email. This is the email for the agent. You may use the locations supervisor email if the agent does not have one.

f. Role. This is the agent’s role. Select “Operator” is agent will not have administrative permissions. Administrator is reserved for site GM, Plus 1’s, etc.

4. Click Save.

Follow this guide to remove an existing agent from Open Answer.

1. Click on “Users” in the left panel

2. Click on the trash bin icon: Located in the same row as the agent.

3. Click “Yes”

details using xCally

1. Open Google Chrome

2. Navigate to your sites URL. Example: site-vcc.answer.com/login

3. Fill in your username.

4. Fill in your password.

5. Click “Login”

1. Hover over the agent name in the top right.

2. Click “Logout” from the drop down.

1. Click on the Icon on the desktop or located in the programs menu.

2. Use the correct host. Example: site-vcc.answer.com

3. Fill in your username.

4. Fill in your password.

5. Click “Login”

1. Click on the Red icon in the top right to logout and quit.

Please follow these steps:

1. Answer the incoming call by clicking on the green phone/dial button or the popup on your screen.

2. The call is now active and both parties can communicate.

Please follow these steps:

1. Answer the incoming call by clicking on the green phone/dial button.

2. The agent will then inform the caller they will be placing them on hold.

3. Click on the Pause button.

4. The caller is then placed on a separate line and will be listening to hold music.

NOTE: To bring the caller back from hold, the agent will need to click on the Play button.

Please follow these steps:

1. Answer the incoming call by clicking on the green phone/dial button.

2. The agent will then inform the caller they will be placing them on hold.

3. Click on the Pause button.

4. The caller is then placed on a separate line and will be listening to hold music.

5. The agent then dials extension 700 into the entry bar, then presses the ENTER key on the keyboard or clicking the green phone dial button

6. This will announce to the agent what extension the call has been parked on. This number should be between 701 and 750.

7. The agent will then click the transfer button and select the original call from the drop down. Then click “Transfer”.

8. The agent can then inform the recipient agent of the call via the instant messenger or verbally, the extension number provided in step six. The recipient agent will follow the below steps to answer the parked call.

Please follow these steps:

1. The agent will dial the extension the call is parked on into the white entry bar, then pressing the ENTER key on the keyboard or clicking the green dial button. The extension number will be between 701 and 750.

2. The agent will then be placed on the parked call with the caller. Please greet the caller and proceed with the call.

Please follow these steps:

1. Answer the incoming call by clicking on the green phone/dial button.

2. The agent will then inform the caller they will be placing them on hold.

3. The Agent will click the Blind Transfer button

4. The agent then dials extension of the queue desired to park the call onto:

a. 100 - Priority queue

b. 101 - Skill Level 1

c. 102 - Skill Level 2

d. 103 - Skill Level 3

e. 104 - Skill Level 4

f. 105 - Skill Level 5

5. The agent will then click the “Transfer” option. This will rotate the caller into that specified queue and proceed to be assigned to the next agent.

Using ChanSpy a supervisor will be able to listen and/or talk with the agent and/or the caller on an active call. Using the three spy channels below the supervisor can listen in on calls without notifying the agent.

Spy1:

The supervisor can listen and talk to the agent. The customer will not hear the supervisors’ voice.

Spy2:

The supervisor can only listen the agent channel (neither the agent nor the customer can hear the supervisors’ voice).

Spy3:

The supervisor can both listen and talk to the agent and to the customer, like a pure 3 way conference call.

Instructions:

First enable the agents to be spied. Click on “Staff” then select “Agents”. Click on the “Edit” icon to the right of the agent requested. Select the “Voice Tab and then set the parameter "ChanSpy" to ON.

In order to use the ChanSpy you have to write into the xCally Phone Bar the following structure: [ChanSpy code] [Agent's SIP] and click on the green dial button.

To stop listening to the call, click on the Red button.

Chat Handling

Accepting a chat:

1. A new Chat request will appear in the top right corner of your Motion Screen.

2. Click on “Accept” to start the chat.

3. You will been shows a success message if assigned properly

Responding to a chat:

1. Click on the chat tab to view the conversation.

2. Once in the conversation you will see some of the information on the left panel. You will also see the chat conversation panel on the right.

3. To send a message type a response in the “Type a message here” entry field.

4. Click on the blue check box to send the message.

Using canned responses in a chat:

1. Click on the chat tab to view the conversation.

2. Once in the conversation you will see some of the information on the left panel. You will also see the chat conversation panel on the right.

3. To send a message canned response click in the “Canned answers..” field

4. Begin by typing the account name/label and a drop down list of matching results will appear for you to select.

Adding another agent or supervisor to a chat:

Please follow these steps:

1. In the top right corner of the chat you will see 4 buttons.

2. The blue button with a person and plus icon, will allow you to invite other users to the chat.

3. You will then need to click in the “Selected Agents” field and from the dropdown list choose which agents too add.

4. NOTE: You can add more than one agent by repeating step 4 appropriately. You may also remove an agent by selecting the “X” next to their name.

5. Once all agents are listed accordingly click confirm to add them to the chat.

Closing or completing a chat:

1. In the top right corner of the chat you will see 4 buttons.

2. The green button with a box and an up arrow will allow you to close the chat.

3. You will need to select a disposition for the chat.

4. Choose the appropriate disposition and click Confirm

NOTE: Once a chat is closed you cannot reopen it or send any more responses.

Locating a previous chat:

1. Once logged into Motion, click on the Channels tab, next select Chat, then select Interactions.

2. Select External then select Open or Closed appropriately.

3. You can then search by tag or by full name to find a previous chat.

Saving or exporting a chat:

1. In the top right corner of the chat you will see 4 buttons.

2. The blue button with a box and a down arrow will allow you to save the chat to your local station in s CSV format.

3. Your chat will then be downloaded locally and you may use your favorite CSV file editor to view. Examples of programs: Notepad, WordPad, Excel, Word, etc.

Dispatching a chat to Open Answer:

Coming soon.

Dispatching a chat to Call Scripter:

Coming soon.

Details using Open answer

1. Open Google Chrome

2. Navigate to your sites URL. Example: site-oa-vcc.answer.com/users/login#

3. Fill in your username.

4. Fill in your password.

5. Click “Re-enter station id”. Be sure to use the correct Station ID.

6. Fill in your station ID, it should match the number next to your name in the xCally Phone Bar.

7. Click “Let’s Go!”

1. Click “Logout” located in the bottom of the left panel.

Message attended transfer:

You can only transfer new messages that are still on the initial operator screen.

1. The agent answers the incoming call by clicking on the Dial button. The Dial button changes its status from green to yellow color.

2. The agent clicks “Operator Transfer”

3. Selecting the corresponding agent Station ID of who to transfer the message to.

4. Click “Transfer”. This will send the account and message content enter to the corresponding agent selected.

5. You will then want to transfer the call via the xCally Phone Bar. It is recommended to do a warm transfer in order to introduce both callers.

There are a three sections to place outbound calls from Open Answer. Each of them perform the same outbound calling function buy are available from different locations.

NOTE: These are only accessible by an agent login and are in the following locations.

1. Once the operator screen has been initiated. An agent may click on the employee drop down menu and select an employee.

2. Next the agent can then click on the phone button to bring up the dial out dialog.

3. From here the agent will insure all other calls are currently on hold.

4. The agent will also check the phone number and then click dial.

5. This will then pass the phone number into the Phone bar and dial out.

1. After an agent clicks on a previous message from either the Minders or Messages tab.

2. An agent may click on the employee drop down menu and select an employee.

3. Next the agent can then click on the phone button to bring up the dial out dialog.

4. From here the agent will insure all other calls are currently on hold.

5. The agent will also check the phone number and then click dial.

6. This will then pass the phone number into the Phone bar and dial out.

1. The agent may search for an account from the setup tab.

a. Clicking on the desired account will navigate the agent to the basic info page.

2. Next the agent can then click on the phone button located in the top right.

a. This will create a new blank outbound message that is tied to the account and will bring up the dial out dialog.

3. From here the agent will insure all other calls are currently on hold.

4. The agent will also check the phone number and then click dial.

5. This will then pass the phone number into the Phone bar and dial out.

Follow instructions listed to create an account start to finnish

Follow below to add the parent account information and sub account:

1. Login to Open Answer via the provided site’s web URL.

2. Click on the “Accounts” button from the left panel.

3. Click the “Add New Account” button from the top center of the page.

4. Fill in all fields below. Be sure the “Account Num” matches the SA Billing Resource ID. The “Contact Name” is whom to contact when there are account issues. The “Billing Phone” number should be the office, unless specified differently.

5. Once all information is filled in. Click “Save”.

6. After creating a Parent Account, Scroll down to the bottom of the screen and click “Add Sub-Account”.

7. Please fill out all of the information prompts. Descriptions for each prompt will follow the screen shot.

a. Phone Number. This will be in format (123)555-1234 during this step.

b. Time Zone. This is the client’s time zone.

c. Taking Calls. This is “Yes” for Inbound calls or “No” for Outbound calls.

d. Company. This is the Company’s Name. Keep in mind you can use the company name in the answer phrase and abbreviations are not recommended.

e. Answer Phrase. This you can choose a preset message which will auto populate the company names, and operator names accordingly. The custom answer phrase will only show exactly what is typed in.

f. Answer Phrase Color. This is can be any color you want. By default for looks and readability we recommend Green.

g. Queue difficulty. This does not need to be set. It is not used.

h. Contact Name. This is the Main Contact for the company or client.

i. Contact Phone. This is the Main Contact direct phone.

j. Contact E-Mail. This is the Main Contact direct email.

k. Type. This is what service we provide for the Client. Most accounts will fall under Receptionist or Answering Service.

l. Industry. This is the clients industry. You may enter this manually if the presets do not match the client.

m. Description. This is used internally for details about the account, but are not viewable on the operator screen.

8. Please click Save.

DO NOT SKIP!

1. Please click on the “Pencil” icon to edit the Sub-Account after saved. This is to update the specific details on the account.

2. Review and fill out the rest of the information

a. Service SKU. This is the type of service. Examples: Doctor, Restaurant, Towing, etc.

b. Bill to Account. This is the matching SA Billing number.

c. Phone Numbers.

i) Click “Add Number”

ii) Re-enter the client phone number, you must type in. You cannot copy and paste.

iii) You must type in the phone number with a ‘+1’ before the ten digit phone number.

iv) Click “Go”

v) Delete the old number and make sure to only keep the number in format: “+155513244567”

d. Scheduling Calendar. This should be set to “No”.

3. Include Caller ID. This will always be “Yes”

4. Exclude prompt titles from text message. This will by default be “No”, unless the client prefers shorter text messages set to “Yes”.

5. Include Msg ID in Messages. This will by default be “No”. If you wish to include each message ID generated by the system into each message please change to “Yes”. Setting this to “Yes” will be helpful in tracking specific message issues.

6. Email Format. This will always be “HTML”

7. Email Subject Template. This is the subject line for emails. This will be set to “a% - Message from Answer”.

8. Below is the expected settings:

9. All the information about the client you want to appear when the agent takes a call will be below.

a. You may also record the correct pronunciation of a company name.

10. Please follow the defaults below.

Follow below to add Employees

NOTE: You must be in a client sub account before you can add employees.

1. From the account in the “Setup” tab please click “Employees”

2. Click “Add Employee”

3. Fill out all the boxes as shown below.

4. Adjust “Sort” to separate different types of employees.

a. Each number will organize the employees together. All employees with “0” will be grouped at the top of the list. Employees with “1” will be grouped under them. Employees with “2” will be grouped underneath them and so forth.

5. Click “Add Contact” to add E-Mail, Phone, Text, and Web URL as needed per each contact. (Keep in mind all faxing is done through email)

6. To add a Fax Number:

a. Click “Email”

b. Hover over the email label and click to change its label to “Fax”

c. After changing to fax it should look like below

d. Now enter the fax number in the following format. This includes a “1” in front of the ten digit fax number. Please replace “XXXX” with your sites location name accordingly.

i) Format: [email protected]

ii) Example: [email protected]

iii) You must include a “1” in front of the fax number for faxing to work.

7. To add a SMS or Texting Number:

a. Click “Text”

b. Type in phone number

c. Choose “Answer” as the carrier.

8. To reorder the employees contact options:

a. You will need to click and hold on the three lines to the left of each option.

b. Drag and drop into the respective over.

9. In the top right of the screen; Click “Save” to save changes, or “Cancel” to not save the changes.

Follow below to add a Call Type/Script

NOTE: You must be in a client sub account before you can add call types.

1. From the account in the “Setup” tab; Click “Call Types”

2. Click “Add Call Type”

3. Create a custom type and label it “Hold For Office”

4. After specifying the call type click “Save”.

a. “Make this active” is set to “Yes”.

b. Click the “+” icon within the prompt dialog

c. From the new dropdown option select “Regarding”

d. Click “+ Text/Info Box” and enter the following:

i) Take detailed message.

ii) Save and Hold message.

e. Click the “+ Action Step”

i) From the dropdown select “Save & Hold”

ii) Click Done.

f. Click Save in the top right to finish the Call Type.

5. Click “Add Call Type”

6. Create a custom type and label it “Emergency Calls”

7. After specifying the call type click “Save”.

a. “Make this active” is set to “Yes”.

b. Click the “+” icon within the prompt dialog

c. From the new dropdown option select “Regarding”

d. Click “+ Text/Info Box” and enter the following:

i) Confirm this is an Emergency

ii) Take Detailed Message

iii) Inform Caller you will be placing them on hold and then attempting to reach and On-Call Employee

iv) Place caller on hold

v) Contact On-Call. If reached patch Caller and On-Call.

vi) If no response Leave message and Inform Caller you will be attempting to reach them every 15 minutes until reached.

vii) Disconnect Call

viii) Place message on Hold Till for 15 minutes.

e. Click the “+ Prompts”

f. From the dropdown select “Other”

i) Type In “On-Call Reached”

g. Select the “D” icon in the top right of the dialog to mark it for use by Dispatch

h. Click “+ Action Step” and select LMR to Requested Staff

i. Click Save in the top right to finish the Call Type.

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