Voice Management Guide

The Voice Management user guide

To start
- Prerequisite
- Home
Administrator
- Importing sounds to your IVR
- Creating a routing
- Importing a directory
- Prohibit transfers to certain numbers
- Creation of a skill group
- Gestion of an operator
- Creation of an IVR
- Satisfaction survey
  - Carrying out a satisfaction survey from an IVR
- Campaign
  - Outgoing calls
- Webcallback
  - Link WebCallBack
  - Generating a WebCallBack link
- Gestion of a supervisor
  - Creation of a supervisor
- SMS service
  - SMS in the operator toolbar
  - SMS in the operator toolbar
    - SMS in the operator toolbar
Statistics
Operator
Supervisor
Technical side
- API
- SSO authentification
  - SAML Authentication & Voice Management
  - SAML authentication with Microsoft Azure AD
Call recording
- Recordings of conversations
Integration
- Application setup (Microsoft Dynamics)
- easiware integration
- Salesforce
  - Integration with Salesforce
  - Transcripts of conversations in Salesforce
- Zendesk
  - Configuration of integrations

Description of statistics: Outgoing call campaign

Find here all the data usable in the statistics static on data related to outbound call campaigns.

Statistics are saved for 18 rolling months.

1 – Campaigns - Campaigns

Name	#	Waiting	Hit (%)	Failure (%)
Campaign name	Number of calls	Waiting time during the campaign	Percentage of calls answered	Percentage of unanswered calls

2 – Campaigns - Details

Name	Break	Recording	Number	Type	Variables	Ringing duration	Trials	Duration of attempt	Deallocation timeout	Date (min)	Date (max)	Time (min)	Time (max)	Group	Operator	Step	Submitted	Assigned	Assigned to	Status
Campaign name	Pause activated (1) or not (0)	Recording enabled (1) or not (0)	Numbers called	Automatic or Manual	Variables added in the campaign	Ringing time configured	Number of trials configured	Configured Retry Duration	Deassignment timeout configured	Start date	End date	Start Time	End Time	Groups set up to campaign	Operators configured to run the campaign	Sending headings of the campaign	Campaign submission	Campaign Assignment	Campaign Manager	Campaign in progress, or pending

3 – Campaigns - Summary

Period	# requests	# processed	#Ok	#No action	Reactivity
Campaign date	Number of requests	Number of calls handled	Number of calls answered	Number of unconnected calls	Campaign time