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Using account codes to track phone usage . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-6
About multiple organizations _______________________________
With TeleVantage you can have multiple businesses or contractors in an office that share the same Server and trunks, yet are independent of each other in terms of caller experience and internal billing. TeleVantage refers to such groups as Organizations.
With the Organizations feature, callers to a user hear an auto attendant greeting specific to that user’s Organization, and from the auto attendant can dial only the extensions of users within that
Organization. The Call Log also shows which outbound calls belong to each Organization, allowing easy accounting and billing to the appropriate Organizations for the calls their users make.
TeleVantage also provides full support for user-entered account codes. With account codes you can distinguish any group of calls for reporting and accounting purposes. The calls can include both outbound and inbound calls. For example, if your office contains employees or contractors whom you bill separately for their phone use, you can use account codes to mark calls by the user they belong to. Other uses of account codes include marketing campaigns, case and issue tracking, and more.
Using Organizations ______________________________________
Once you define one or more Organizations, and assign each user to the appropriate
Organization, you can do the following:
Q
Log outbound calls by Organization for purposes of tracking or billing.
Q
Restrict callers at the auto attendant to dialing only the extensions of users in the
Organization they’re calling.
Q
Distribute outbound trunk use between Organizations.
This section covers the following aspects of using Organizations:
Q
“Defining an Organization” (page 10-3).
Q
“Assigning users to Organizations” (page 10-3).
Q
“How calls are logged by Organization” (page 10-4).
Q
“Creating an auto attendant for each Organization” (page 10-4).
Q
“Restricting outbound trunk use by Organization” (page 10-4).
Q
“Configuring Operators for multiple Organizations” (page 10-5).
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Defining an Organization
To use Organizations, you must first define them.
1.
Choose
Tools > Organizations
. The Organizations dialog box opens, listing all the
Organizations you have defined so far.
2.
Use this dialog box to edit or delete an existing Organization. Click the Organization, then click
Edit
or
Delete
.
To add a new Organization, click
Add
. The Organization dialog box opens.
3.
4.
5.
Enter the name of the Organization, for example, the name of the company that is sharing the TeleVantage Server.
Click
OK
to return to the Organizations dialog box.
Click
OK
.
Assigning users to Organizations
Once you have defined Organizations, you can mark outbound calls by which Organization they belong to. You can view a call’s Organization using the Organization column in the Call Log, and TeleVantage reports, and easily sort by Organization for tracking or accounting purposes.
You can also display a call’s Organization in the Client’s Call Monitor.
To assign a user to an Organization, edit the user, and use the
Organization
field, on the Other tab of the User dialog box.
See “Adding users” on page 6-7 for complete information about setting up a user’s account.
All calls placed by the user are associated with the user’s Organization.
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How calls are logged by Organization
Only outbound calls are logged by Organization. Incoming calls appear in the Call Log with the
Organization column blank.
Outbound calls are logged with the Organization of the user who placed the call.
Note:
If a call center queue agent uses the *14 telephone command to place calls as the queue, the call is still logged with the Organization of the agent, not the Organization of the queue.
Conference calls are logged with the Organization of the user who started the conference call.
Creating an auto attendant for each Organization
Assuming that each Organization has its own phone number, you can define a separate auto attendant for each Organization. Callers will then hear a greeting and menu choices specific to the Organization they’re calling, and they will be unable to accidentally dial users in other
Organizations, either by extension or dial-by-name.
To create an auto attendant for an Organization
1.
2.
3.
Create a public workgroup containing the same users that are the members of the
Organization. For instructions see “Creating a Workgroup” on page 7-4.
Define an auto attendant as described in “Setting up an auto attendant” on page 9-6.
Check
Restrict dial-by-name and extension matching to members of
on the Menu
Choices tab, and select the workgroup.
Route the trunk(s) corresponding to the Organization’s phone number to the auto
attendant. See “Assigning an auto attendant to a trunk” on page 9-16. Alternately, edit
Restricting outbound trunk use by Organization
You can restrict the use of one or more outbound trunks to specific users, such as the members of an Organization. For example, if one company within an office has paid for extra trunks for its business, you can ensure that only members of that business use those trunks for outbound calls.
To restrict outbound trunk use by user, you set up dialing services and a routing service as follows:
1.
Create one dialing service for each group of trunks. Set up each dialing service to route calls to the trunks appropriate for that group.
When creating these dialing services, make sure that
Include in dial plan
is unchecked, so users cannot access these dialing services directly.
For example, if the members of company ABC can use trunks 1-4, and the members of Company YYZ can use all trunks 1-8, create two dialing services, one that routes calls to trunks 1-4, and a second that routes calls to trunks 1-8.
2.
3.
Create a routing service as described in “Adding a routing service” on page 8-26. Give
it an easily-to-use access code, for example, 9.
In the routing service, make sure there are routing rules for each dialing service you
created in step 1. For each routing rule, do the following:
Q
Click
Route the call to another dialing service
and specify one of the dialing
Q
Check
Membership
and click . Add as members all the users (or other entities) who can use the dialing service’s trunks.
Optionally, click
Schedule
if you want to restrict an Organization’s calls over a set of trunks to a particular time.
For added convenience, you can define a role for each company that contains all the
employees of that company, then add the role as a member here. See “Managing roles” on page 6-46.
For example, if you selected the dialing service for Company YYZ, add as members all the users from Company YYZ.
When you have completed these steps, all users can dial the same access code to place outbound calls (for example, 9), but each company’s users will have their calls routed on the trunks reserved for that company.
Configuring Operators for multiple Organizations
At several places in the TeleVantage system, callers can press 0 to transfer to an Operator (see
“Operators” on page 6-3). With multiple Organizations, you might want to have a different
Operator for each Organization. To set up multiple Operators and make sure that callers reach the right Operator for the Organization they are calling, do the following:
1.
2.
3.
Decide which extensions will be the Operators for the different Organizations. For example, 101 for Company ABC, and 102 for company YYZ. These examples are used in the following steps.
Edit each user. On the General tab under
Operator
, select the Operator extension appropriate to the user’s Organization. For example, if a user belongs to Organization
ABC, select extension 101. This ensures that callers pressing 0 while leaving a user voicemail are handled correctly.
For full instructions, see “The General tab” on page 6-10.
auto attendant. On the Dialing tab under
If no answer, transfer
, select the Operator extension appropriate to the Organization. For example, if the workgroup holds the
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5.
members of Organization YYZ, select extension 102. This ensures that callers pressing 0 at an auto attendant are handled correctly.
For full instructions, see “When no one answers a call to a workgroup” on page 7-6.
If you are using TeleVantage call center queues, edit each queue. On the General tab under
Operator
, select the extension appropriate to the queue’s Organization. For example, if the queue belongs to Organization ABC, select extension 101. This ensures that callers pressing 0 while leaving the queue voicemail are handled correctly.
See the TeleVantage Call Center Administrator’s Guide for complete information on creating and using a call center.
You can set up the default Operator at extension 0 to automatically transfer calls to the correct custom Operator based on who is calling. To do so, you must have created a workgroup for each Organization, containing all the users in that Organization. Edit the default Operator in the Client. For each Organization, create a call rule that activates for that Organization’s workgroup, and sends calls to the appropriate custom routing list. For each Organization, define a custom routing list to have no steps, only a final action that transfers the call to that Organization’s custom Operator. For example, the call rule that activates for workgroup ABC would send calls to a routing list that transfers them to extension 101.
See Using TeleVantage for instructions on creating call rules and routing lists.
Using account codes to track phone usage ___________________
TeleVantage allows you to track your phone traffic by either forcing or optionally allowing users to enter an account code for each call. Account codes can represent any aspect of your phone traffic—customer number, product line, department, and so forth—that you want to track.
You can define the available account codes and tell your users the codes that they should or must enter under specific circumstances.
Some of the ways you can use account codes are as follows:
Q
For billing clients.
With account codes you can track calls to various customers whom you bill for the phone time you spend with them. You can associate account codes with contacts for automatic customer tracking.
Q
For internal accounting.
If phone bills are a significant part of your company’s expenses, you can use account codes to perform detailed expense analyses. For example, you can track phone use by department.
Q
For marketing campaigns.
By setting up an account code for the campaign and having agents use it whenever they place or receive campaign calls, you can track the time, resources, and results of the campaign.
calls by account code. For information about the Call Center Reporter, see TeleVantage Call
Center Administrator’s Guide.
10-6
Example:
Your office is working on the Gould case and the Avellanos case. You give the Gould case an account code of 88 and the Avellanos case an account code of 55. Whenever users place or receive calls relating to the Gould case, they enter 88. Whenever they place or receive calls relating to the Avellanos case, they enter 55. You can then run a report that sorts calls by account code and see the phone traffic for the Gould and Avellanos cases separately. You can also run a report that sorts by user, so that you can see how much phone time a specific user spent on each case.
Account code modes
On a per-user basis, you can set account code entry to be voluntary or required. You can also choose to have the system verify account codes against a list of valid account codes.
The following account code modes are available:
Q
Optional non-verified.
The user is not prompted to enter account codes, but can enter one if desired. If the user does enter an account code, it is not checked against the list of valid account codes.
Q
Optional verified.
The user is not prompted to enter account codes. If the user does enter an account code, it is checked against the list of valid account codes. If the account code is invalid, the user is prompted to enter it again.
Q
Forced non-verified.
The user is required and prompted to enter an account code when placing an external call. The account code is not checked against the list of valid account codes. This option is not available for inbound or internal calls.
Q
Forced verified.
The user is required and prompted to enter an account code when placing an external call, and the account code is checked against the list of valid account codes. If the account code is invalid, the user is prompted to enter it again in order to make an external call. This option is not available for inbound or internal calls.
How users enter account codes
Users can enter account codes for calls in the following ways:
Q
When prompted by the system while placing an outbound call.
Only users forced to enter account codes encounter this prompt. Exactly where the prompt occurs in the dialing sequence depends on whether you checked
Collect account code before dialing number
(see “Setting general account code options” on page 10-9).
Q
During a call.
On an inbound or outbound call, users can press
Flash
to put a caller on hold, then
*11
to enter an account code for the current call. In the Client, they can right-click the call in the Call Monitor and choose
Enter account code
from the shortcut menu. Users can use this command as many times as they want during a call to change or correct the account code. The last account code entered is the one that is used for the call.
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Q
Before dialing a call.
A user can press
*11
before dialing a call to enter an account code for that call. The user picks up the phone and dials
*11 <account code> <access code>
<phone number>
. In the following example, spaces are shown for clarity:
*11 8877 9 212 123 4567
In this example, 8877 is the account code and 9 is the access code.
In the Client, users can enter an account code before placing a call by using the Place
Call To dialog box (or the
Dial
field in any view). To do so, they type the phone number, then a vertical bar ( | ), then the account code.
Q
After a call has finished.
In the Client, a user can enter an account code for a completed call by selecting the call in the Call Log and choosing
Actions > Enter account code
.
The user must have the permission
Access Call Log folder
set to “View and Edit” (see
“TeleVantage permissions” on page 6-49).
Indicating the end of an account code
When users use the phone to specify account codes, TeleVantage detects the end of an account code when any of the following occurs:
Q
The account code reaches the maximum number of digits. To define the maximum
number of digits, see “Setting general account code options” on page 10-9.
Q
The user presses #.
Q
Three seconds elapse after the user entered a digit. The system uses the digits already entered as the account code that the user intended to enter.
If a user does not enter an account code before 5 seconds have elapsed after the beep, the system beeps again to prompt the user to enter the account code.
Note:
If you have a high maximum number of digits and your account codes can be of variable lengths, you should encourage users to press # when they reach the end of an account code.
Users can cancel an account code entry while they are entering it by pressing
*
.
Setting general account code options
Before setting up account code modes for individual users, you should configure the system-wide account code options as follows:
1.
Choose
Tools > Account codes
. The Account Codes dialog box opens.
2.
3.
4.
Under
Default inbound mode
and
Default outbound mode
, choose the account code modes that you want to be active at stations to which a user has not been assigned. For
an explanation of the modes, see “Account code modes” on page 10-7.
Check
Collect account code before dialing number
to prompt users for an account code immediately after they dial a dialing service access code (for example, 9).
Uncheck the box to prompt users for an account code after they have finished dialing the entire phone number.
Check
Verify account code according to range
to have the system verify account codes by length. If an account code contains too many digits or too few digits, users are prompted to enter it again. Under
Minimum length
and
Maximum length
, specify the acceptable range for account code length. For example, if account codes in your system can be two, three, or four digits, enter a
Minimum length
of 2 and a
Maximum length
of 4.
Note:
It is more efficient to set Minimum length and Maximum length to the same number and use account codes that are all the same length. When set up this way, the system immediately recognizes when users finish entering an account code, so they do not need to press # at the end of the account code. When account codes are of variable length, users must press # to end the account code or there will be a slight pause while the system waits for more digits.
5.
If
Minimum length
and
Maximum length
are both set to 0, account codes will not be verified by length.
Click
OK
.
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Setting a user’s account code modes
For each user, you can define whether account code entry is voluntary or forced, and whether the system verifies entered account codes against a list of valid account codes.
For complete instructions on defining a user, see “Adding users” on page 6-7.
To set a user’s account code modes
1.
2.
3.
4.
5.
Double-click a user in the Users view. The User dialog box opens. You can also set account code modes when you create a new user.
Click the Dialing tab.
Under
Account codes
at the bottom of the dialog box, select the user’s account code
modes for inbound and outbound calls. See “Account code modes” on page 10-7.
Check
Allow automatic account code lookup
to enable automatic association of account codes with contacts for this user. If enabled, the user can enter an account code for each contact, and the system automatically applies the account code to calls to and from the contact. See Using TeleVantage for more information about using contacts.
Click
OK
.
Creating a valid account code list
If you want to use verified account codes for some or all users, you must create a text file that lists your valid account codes. The text file must be called
Accountcode.txt
and must reside in the \Accountcode directory on the TeleVantage Server computer. By default, the complete path is:
C:\Program Files\TeleVantage Server\Accountcode\Accountcode.txt
When a user whose account code mode is set to “Verified” enters an account code, TeleVantage checks the account code against the contents of the text file. If the account code is not listed in the text file, TeleVantage prompts the user to enter it again.
Formatting the text file
Type each account code as a separate line in the text file. Blank lines are permitted and are ignored by the system. If you want to add a comment line that is ignored by the system, begin the line with a semicolon (;).
Account codes can contain only the numbers 0 through 9 and the wild card characters ? and %
(see the next section).
Note:
Account codes in the text file must meet your account code length requirements or they will not be added to the list of valid account codes. For example, if your account codes must be between 2 and 4 digits, a 5-digit account code will be rejected even if it appears in the text file.
See “Setting general account code options” on page 10-9 for instructions on setting account code
length requirements.
Using wild card characters
You can use the wild card characters ? and % when you enter valid account codes in the text file:
Q
Question mark (?).
Indicates any single digit. For example, an account code entry of 12? would make 123, 124, and 129 all valid account codes. In this case, however, neither 12 nor 1233 would be valid account codes.
Q
Percent sign (%).
Indicates any number of digits, including none. For example, an account code entry of 12% would make 12, 123, 1233, and 12789213120 all valid account codes.
If you use either of these wild card characters in an account code, it must be the final character in an account code, and if you use both of these wild card characters in the same account code, the % character must be the final character.
Valid
12?
12??
12%
12?%
12?????%
Invalid
1?2
1%2
?12
%12
12%?
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Note:
Account codes that are identical except for wild card characters conflict with each other.
For example, 1234 conflicts with 1234? and 1234%. In the case of conflicting entries, only the first entry is used to verify account codes.
Using a verbal account code prompt
By default, the account code prompt is a single beep. You should explain to your users that they must enter an account code when they hear the beep. TeleVantage provides an alternate account code sound file, with a verbal prompt that says, “Please enter an account code.”
To use the verbal account code prompt instead of the beep
1.
2.
Find the file
AccountCodePrompt.vox
in the user directory. This file contains the beep.
By default the path is
C:\Program Files\TeleVantage
Server\Vfiles\User\AccountCodePrompt.vox
.
Rename the file, for example, to
AccountCodePrompt.vox.beep
.
Users now hear the verbal prompt instead of the beep when they are prompted to enter an account code.
Note:
By renaming the beep file, TeleVantage automatically uses another
AccountCodePrompt.vox file, which is found in your language directory and which contains the verbal prompt. The default path for the English language verbal prompt file is the following. It (or any other language version of this file) can be rerecorded using the System Prompts view.
C:\Program Files\TeleVantage Server\Vfiles\EN00\AccountCodePrompt.vox
Viewing account codes in the Call Log or Call Monitor
The Call Log view contains an Account Code column that shows the account code associated with each call. If the Account Code column is blank, no account code was entered for the call.
Click the Account Code column header to sort the Call Log by account code. For more
information, see “Using the Call Log view” on page 11-10.
Note:
In the Call Log you can you can change a call’s account code or enter a new one. Select the call and choose Call Log > Enter Account Code. You must have the permission Access
Call Log folder set to “View and Edit” (see “TeleVantage permissions” on page 6-49).
The Client’s Call Monitor view also contains an Account Code column, but it is hidden by default. In the Call Monitor view, choose
View > Current View > Show Columns
to display it.
Generating account code reports
For information about generating reports that show account code usage, see the TeleVantage
Call Center Administrator’s Guide.
You can also export the Call Log, with its account code information, to a .CSV file that you can
view in spreadsheet applications. See “Exporting the Call Log” on page 11-13.
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