Preview All Service

The Preview All Service Type provides a preview of the customer record to the agent. Once the customer record is displayed to the agent, a definite timeframe is provided for the agent to respond. The agent can choose to dial the number, enter a different number to dial the customer, or skip dialing the customer number and move to the next customer record in the list.

This topic provides information about how to configure the Preview All service and how to use it in a campaign.

You cannot create a service; however, you can copy an existing service and modify the new service as needed. 

The following describes the overall actions required when setting up and making an outbound call using the Quick Connect service. 

1. Create/copy the Preview All service.
2. Associate the message with the Preview All service.
3. Specify the callback phone number.
4. Configure Preview Settings.
5. Configure the routing type.
6. Assign the agent desktop to the agent.
7. Configure termination/disposition code.
8. Associate the dialing profiles, strategies, and contact timings.
9. Configure the Maximum CIP limits.
10. Create a campaign through the Campaigns editor or Contact Manager.
11. Connect to the customer through the agent desktop.

SmartReach sets up the services you intend to use when it creates your client portal. However, you can modify these settings or add a new service by copying an existing service, as required.

Below are the details for each step:

1. Create/copy the Preview All service.

   1. Navigate to Configure > Services > Services.
   2. To create a new Preview All service, copy an outbound or existing Preview All service. Hover on the required service and click the Copy icon.
      
   3. The Copy Services pop-up appears.
      
      
   4. Specify the Name of the new service.
   5. Click Copy.
   6. After the service is copied, double click the copied service. The Edit Service window appears.
      
   7. In the General tab, configure the following fields:
      
      
      1. Select the Service Type as Preview All (Preview) from the drop-down list.
      2. Select the Call Direction as Outbound or blended from the drop-down list.
      3. Select the ACD mode as Agent At Ready In from the drop-down list.

2. Associate the message with the Preview All service.

   In the Messaging tab, configure the following fields:
   
   
   1. The Inherited Filter displays the client-level default filter or the filter that is used, if nothing is specified in the Input Filter field.
   2. The service-level filter supersedes the inherited or client-level default Input Filter. If required, select the required Input Filter from the drop-down list. 
   3. The Contact Flow Results Rule Set displays the Rule Set associated with the given Contact Flow of the specific message that is assigned to the service. Check if QC_ALL_TYPE_result.xlsmis assigned as a rule set.
   4. Add the Preview Message property with the standard QC template.

3. Specify the callback phone number.

   In the Phone Numbers tab, configure the following fields:
   
   
   1. Specify the Phone Number to TTS. This number is used in answering machine messages for text-to-speech (TTS). This is optional.
   2. Specify the Operator Phone. This number is used when dialing using extensions rather than Direct Inward Dialing (DID). This is optional.
   3. Enter the Agent Call In Number. This is the number that agents are prompted to dial when using Agent at Ready In ACD mode to establish their audio pathway to SmartReach.
   4. Add the Caller ID to the Caller ID List. This is the list of phone numbers that can be set (default option) to appear on the call recipient's caller ID display.

4. Configure Preview Settings.

   In the Preview Settings tab, configure the following fields:
   
   
   1. Preview Mode: Allows a preview of all options and forces the agent's acknowledgment before launching a call.
   2. Preview Manual Allowed: If checked, an agent can enter and dial a 10 digit number manually on a Preview call.
   3. Preview Timeout: The number of seconds an agent has to confirm, manually enter (if enabled) or skip an account, while in preview before the Preview Default Action occurs.
   4. Preview Skip Allowed: If checked, it enables an agent to skip a presented account and move on to the next account. The preview default action of skip can still occur when the agent skip ability is disabled.
   5. Preview Confirm Dial: Allows controlling the level of human intervention required before the call is launched. Available options from the drop-down list include:
      1. Select One: Single click confirmation
      2. Dial Button: Secondary confirmation of the number
      3. 10 Digit Entry: 10 digit manual entry
   6. Preview Auto Completion: If checked, the agent will be presented with the next account number once all the loaded numbers from the previous account have been dialed. 
      
      

      The Preview Manual Allowed must be enabled to disable this feature.

5. Configure the routing type.

   In the Routing tab, select the Routing For Synchronous Channels as Service from the drop-down list.
   
   

6. Assign the agent desktop to the agent.

   In the Settings tab, select the required Agent Desktop from the drop-down list.
   
   

7. Configure termination/disposition code.

   1. On the Termination tab, select the Termcode Enabled checkbox to make term codes visible to agents.
      
      
   2. Click Save.
      

8. Associate the dialing profiles, contact timings, and strategies.

   1. In the Settings tab, select the dialing Profile as the default dialing profile which is LV_Standard_SDR_A.
      
      
   2. In the Settings tab, select the Contact Timing from the drop-down as per your requirement.
      
      
   3. Click Save.
   4. To assign the Strategy, navigate to Configure > Voice > Strategy. From the Strategy editor, double click a required strategy from the list. Assign a service using the check box in the Assign Call Center/Service tab.
      
      
   5. Click Save.

9. Configure the Maximum CIP limits.

   Configure the MAX CIP (Call In Progress) limit to required value by navigating to Monitor > Call center > Service > Activity widget. Click the revise icon. The Revise Limits pop-up is displayed. Revise the limit as required.
   
   

10. Create a campaign through the Campaigns editor or Contact Manager.

    Campaigns Editor

    This section describes the procedure to create a campaign from the Campaigns Editor.

    1. On SmartReach, navigate to Configure > Campaigns > Campaigns editor.
    2. Click Upload, the Upload Campaign pop-up appears.
       
    3. On the Basic tab, select Campaign Type as Outbound from the drop-down list.
    4. Click Select a File to upload, and then select the campaign file to upload.
    5. Select the Quick Connect service on which you want the campaign to run.
    6. Enter the Operator Phone number.
    7. Select the Caller ID from the drop-down list.
    8. Enter the Callback Phone number.
    9. Select the voice that you want to be used in the calls from the Voice drop-down list.
       The following types of voice talent are supported:
       1. Claudine: French Canadian Female
       2. Juanita: Spanish Female
       3. Kate: British Female
       4. Gisele: Portuguese Female
       5. Julie: American Female
       6. Bob: American Male
       7. Gruff - F: American Female
       8. Gruff - M: American Male
       9. Lee: American Male
       10. Scarlet: American Female
    10.  Select the AM (answering machine) Option that you want to use for the calls. The available options are as follows:
        1. Don't Leave Messages: If an answering machine is detected, does not leave a message and disconnects the call.
        2. Leave Messages: Detects answering machines and leaves a message.
        3. Transfer all Connections: Does not detect answering machines and transfers all connections to agents.
    11. Select the Dial Strategy that to be used for contacting the phone numbers. 
    12. Click Upload. 
        
        
        
    13. The success message appears.
        
        
    14. Click Refresh, the Build () and Play () campaign icons appear in green color.
        
        
    15. Click the Build () icon to build a campaign. The success message appears.
        
        
    16. Click the Play () icon to play a campaign. The below message appears.
        
        
    Contact Manager

    This section describes the procedure to create a campaign from the Contact Manager.

    1. On SmartReach, navigate to Configure > Contacts > Contacts manager.
    2. Search the contact list to create a campaign by using Search or Advanced Search options.
    3. Click Make a Campaign, the Create Campaign pop-up appears.
       
    4. On the Basic tab, select Campaign type as Outbound from the drop-down list.
    5. Enter the Campaign Name for identifying the campaign throughout the SmartReach Portal.
    6. Select the Quick Connect service on which you want the campaign to run.
    7. Enter the Operator Phone number.
    8. Select the Caller ID from the drop-down list.
    9. Enter the Callback Phone number.
    10. Select the voice that you want to be used in the calls from the Voice drop-down list.
        The following types of voice talent are supported:
        1. Claudine: French Canadian Female
        2. Juanita: Spanish Female
        3. Kate: British Female
        4. Gisele: Portuguese Female
        5. Julie: American Female
        6. Bob: American Male
        7. Gruff - F: American Female
        8. Gruff - M: American Male
        9. Lee: American Male
        10. Scarlet: American Female
    11.  Select the AM (answering machine) Option that you want to use for the calls. The available options are as below:
        1. Don't Leave Messages: If an answering machine is detected, does not leave a message and disconnects the call.
        2. Leave Messages: Detects answering machines and leaves a message.
        3. Transfer all Connections: Does not detect answering machines and transfers all connections to agents.
    12. Select the Dial Strategy that to be used for contacting the phone numbers. 
    13.  Click Create.
        
    14. The successful message appears.
        
        
    15. Navigate to Configure > Campaigns > Campaigns editor, the Build () and Play () campaign icons appear in green color.
    16. Click the Build () icon to build a campaign. The success message appears.
        
    17. Click the Play () icon to play a campaign. The below message appears.
        
        

11. Connect to the customer through the agent desktop.

    For an agent, once logged in to the service assigned, the Agent Desktop displays the contact information for the accounts that are selected in the campaign. 
    
    
    • Manual: Allows the agent to enter and dial a 10-digit number manually on a Preview call.
    • Dial: Allows the number to be dialed directly.
    • Skip: Allows the contact to be skipped.
      

      You can add or remove Manual and Skip options through the Configure > Service > Preview Settings Tab.