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3.2 Update Training - 1

Unified Communications

CallAttendant Office Database IVR

3.2 Update Training

P/N CAO-1011-405 v3.2

04/05

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Please: Sign the “Class List” provided Fill in your “Nameplate” Enjoy yourself!

Good Morning & Welcome!

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Housekeeping

Training facilities Phones Messages Coffee & tea Refreshments Washrooms Emergency exits

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mmmmmm...

Brief Introduction

Your full name Your background - training/education Your organization Current position How many years in this industry? What do you hope to get from this course?

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About Objectworld Inc.

Established 1994 Objectworld is an emerging leader in affordable and advanced software-based unified communications solutions Objectworld’s technologies reduce the complexity and cost of traditional telephony solutions while increasing users productivity

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The Intended Audience

VARs System integrators Telecom/Datacom professionals Prerequisites CallAttendant Office Administrator Training

or

CAO OA&M Training

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Course Master Objectives

Build services that use databases Configure CAO to use both internal and external databases Demonstrate topics with real life hands-on demo Your real life experiences? Problems that you see IVR solving

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Course Agenda

Database IVR IVR Overview (15 minutes) Service Elements (50 minutes) Lab – Pet Locator Service (30 minutes) Database and data management (60 minutes) Personal Tables Lab – Create Real Estate Personal table (20 minutes) ODBC Tables Lab – Create ODBC data source (15 minutes) Other Release 3.2 features (20 minutes) Fax Transmission reports Personal Operator Personal DID Handset playback / record

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What about...?

Any Questions?

Please ask questions ANYTIME...

Don’t be shy!

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Database IVR

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Self service overview

Turns the telephone keypad into a keyboard Retrieve, query, change, delete, add information over the telephone Responds to DTMF Keypad input Better service at less cost Repetitive inquiries Frequently changing information 24 x 7 responsiveness Free up time for staff to pursue more valuable non-repetitive job functions Leverage technologies for better service Improving moral, agent labour, burnout – talk to Dean

Auto-attendant

3) Your order has been confirmed. It was received January 24. Payment was received by Credit Card. Your product shipped on January 14, 2005.

1) Thanks for calling. To hear the status of your order, enter your order number now.

2) DTMF Input

> 9086586

Database

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Database IVR Overview

Why CAO Database IVR integration? Builds on existing service self service model without professional services Auto-attendant trunk level services End user PAA services No scripting required Caller self service Provide callers with the ability to help themselves DTMF responses from callers to give them the information that they need Gather information from callers Can put information gathered from caller into a database Service interaction with your personal database settings to influence your personal agent / PAA service E.g. callback numbers, out of office settings, alternative transfer destinations

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Database Enabled IVR

Database Enabled IVR Integration CallAttendant Office has simplified the creation, administration and use of databases – you no longer have to be a database expert! Requires CallAttendant Office IVR license to enable functionality 5 new elements specifically for database integration. Multi-media capabilities Save recorded audio and incoming faxes to a database Play audio or send faxes (Fax on demand) from a database Speak back information through Text-To-Speech (TTS) CallAttendant Office supports two styles of database integration: Personal tables Personal tables allow PAA users to manage their information and use it in a personal automated-attendant (PAA) service – all without knowing database technologies. ODBC – compliant databases ODBC database integration allows you to leverage the information from your customer databases, CRM applications, and any ODBC – compliant database to provide your customers with self-service applications. Ability to combine voice announcements, incoming and outgoing faxes, text information read back using text-to-speech.

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Database Elements

Service Editor

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Service Editor

New database tab Only visible if database option is enabled New elements Fetch Data accesses the specified data source and fetches the required data Dial for Data accesses the specified data source and fetches the data specified by the caller Add Data allows a caller to add data to a specified data source Delete Data allows a caller to delete data from a specified data source Update Data updates the data contained in a specified data source

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Standard look and feel to select options

Consistent selection of elements throughout the service editor Selecting values Value selector literal values—for example, a number or piece of text references to data files—for example, a fax, announcement, or greeting references to database values—references that were fetched from a database special system values—for example, caller ID digits gathered by a Gather Digits element Data source selector Data Source Select from the list of data sources configured by the CallAttendant Office administrator Filter field The data source field which is used for the comparison Equals The actual data that is used to fetch the information from the data source. Uses value selector to select the comparison value.

Note: The Data source can be a defined data source or the results of another fetch data element

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System Values

System Values insert specific system information into a service Purpose Reporting Call Routing Database lookups Time/Date Today – Today’s date (e.g. April 7, 2005) Current Time – The current time (e.g. 10:47:13) Current Date/Time – The current date (e.g. 4/7/2005 10:47:13 AM) User Information User Name – The user name of current service User Extension – The extension/mailbox of the user the service (uses the mailbox extension) Caller Information (Depends on system and configuration) Caller-Id – Combined name and number presented from the CO. (e.g. OBJECTWORLD [5999698]) Caller-Id Name – The name as presented from the CO (e.g. OBJECTWORLD) Caller-Id Number – The number as presented from the CO (e.g. 5999698) Matched Contact Name – If a contact match is made it will use If contact integration is being used and a unique contact match is made it shows the Display name from the contact system selected for that user. Caller Name – This is the best “name” as determined by CAO. It uses the values in the following order of precedence Contact match, Caller-id name or Caller-Id number. Called Information Called-Id – Combined called party information (name and number) Called-Id Name – The called party name Called-Id Number – The called party number System Information Port Name – The CAO port that answered the call (e.g. CAO 1 [500, dxxxB1C3]) Trunk Name – The trunk name of the PBX (only applies on an external call) New Unique ID – A unique ID that is generated by CallAttendant Office. Note, this number is generated only by an Add Data element or an Update Data element

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Service Elements – Fetch Data

One row fetched A single row is retrieved Primary goal is to retrieved a single row Many rows fetched More than one row is retrieved Typically requires further interaction with caller to refine the search to retrieve to a single row No rows fetched No rows were returned by the fetch data query Otherwise Typically a database connection failure Ensure that error recovery is incorporated into the service design

Exit paths

Data source – database that was created by CAO Admin Filter Field – Which database column/field are you comparing the information to Equals Gather Digits values Other database values System values Specific values that you enter

Required Info

Retrieve information from a data source based on user input. This element uses DTMF key strokes collected from the caller or other system collected information (typically from a gather digits element or other Fetch Data search results).

Purpose

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Service Elements – Dial for Data

One row fetched A single row is retrieved, the goal. Many rows fetched More than one row is retrieved Typically requires further interaction with caller to refine the search to get to a single row No rows fetched No rows were returned by the fetch data query On single digit A single DTMF digit was pressed. The single DTMF digit is passed along to the next element connected to the “on single digit” pin Otherwise Typically a database connection failure Ensure that error recovery is incorporated into the service design

Exit paths

Data source – database that was created by CAO Admin Filter Field – The database column/field that you are comparing the information to Equals Gather Digits values, other database values, system values Specific values that you enter Select on The field used to compare the user input Allow numbers If enabled, each numeric key pressed may represent three possible letters (e.g. 3 represents D, E, or F) If disabled, the key press represents those letters plus the digit itself. Enable this box to search for data with numbers in it

Required Info

Retrieve information from a data source based on user input. Telephone DTMF input is mapped to numbers and characters, allowing callers to dial for information such as “123main street.” This element continues to accept DTMF input from the caller until a unique match is made or less than six records exist, prompt the caller to choose from one of the selected records.

Purpose

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Service Elements – Add Data

Success A row was added to the data source with the fields that were included Otherwise Typically a database connection failure Ensure that error recovery is incorporated into your service design

Exit paths

Source – database that was created by CAO Admin Field – a field in the selected data source New Value – The new value that will be inserted into a new row in the database. Database values Gather Digits values System values Constant – Typed-in value Fields that are not specified in the field assignments assume the default values as specified by the data source definition created by the CAO admin

Required Info

The Add Data element allows you to add a single row to the selected Data source. You can add different fields from the information collected by the CAO service. Any fields that are not included use the default values configured in the data source.

Purpose

Note: Multimedia elements such as receive fax and record audio require and Add Data element prior to saving it to a database.

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Service Elements – Update Data

Success A row was added to the data source with the fields that were included No rows deleted No rows matched the selected criteria, nothing was updated from the data source Otherwise Typically a database connection failure Ensure that error recovery is incorporated into the service design

Exit paths

Source Data Source – database that was created by CAO Admin Filter Field – a field in the selected data source Equals – The search criteria to uniquely identify a single or series of rows. Any rows that match are deleted from the data source. Database values Gather Digits values System values Constant – Typed-in value Field Assignments Field – a field in the selected data source New Value – The new value is updated to the selected row in the database Fields that are not specified in the field assignments do not get updated

Required Info

The Update Data element allows rows to be updated based on caller input to a specified data source.

Purpose

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Service Elements – Delete Data

Source Selected rows matching the criteria were successfully deleted from the data source No rows deleted No rows matched the selected criteria, nothing was deleted from the data source Otherwise Typically a database connection failure Ensure that error recovery is incorporated into the service design

Exit paths

Data Source – database that was created by CAO Admin Filter Field – a field in the selected data source Equals – The search criteria to uniquely identify a single or series of rows. Any rows that match are deleted from the data source. Database values Gather Digits values System values Constant – Typed-in value

Required Info

Deletes row(s) from the selected data source. You can specify which rows to delete by configuring the data source, filter field, and equals configuration options.

Purpose

Warning! The delete data element deletes any and all rows that match the criteria specified in the source.

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Service Elements – Audio and Fax

Receive Fax element and Record audio element update a database table Similar to Update Data element Must reference a unique entry in a database “New Unique ID” – system generated E.g. Customer ID, order number, tracking number, etc. If goal is to insert a new fax Must use Add Data element first Require use of system value “New Unique ID” Use “Last Unique ID” in media elements Implications: Data source must have a text field that can accept a “New Unique ID”

Note: Audio or faxes that are received but cannot be added to a database (Otherwise tab on a Add Data or Update data element) will be delivered to the CAO system defined mailbox

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For Database administrators and those who speak SQL

Fetch Data, Dial for Data SELECT * FROM <DATA SOURCE> WHERE <FILTER FIELD> = <EQUALS>; Update data UPDATE <DATA SOURCE> SET <FIELD-1> = <VALUE-1>, …, <FIELD-n> = <VALUE-n>; Add Data INSERT INTO <DATA SOURCE> (<FIELD-1>, … <FIELD-n) VALUES (<NEW VALUE-1>, … , <NEW VALUE-n>); Delete Data DELETE FROM <DATA SOURCE> WHERE <FILTER FIELD> = <EQUALS>;

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Elements - Lab

Pet Locator example Follow the procedure as outlined in Appendix, Lab 1

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Q&A – Database elements

Summary Self service What is an IVR Builds on current Service Editor capabilities Requires IVR license Available for PAA and Admin users Basic database functionality

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Database Management

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Personal Table versus ODBC

2 Different type of data sources Personal Tables ODBC Databases Differences between personal tables and ODBC databases

PAA or Admin can use database elements in services

Data managed by ODBC manufacture tools or other business access points (web, CRM applications, etc)

Data managed by PAA users through CAO client

Data sources can be published to one of the following: Everyone, Admin only or Disabled.

CAO Admin can choose to reveal a subset of fields from the ODBC database. For example, do not map company sensitive fields into CallAttendant Office.

Database Security on the ODBC database. Managed by database administrator. The ODBC database controls the ultimate security through database access permissions.

Table data is used by individual PAA users only. Each PAA user ONLY has access to own personal data.

Security

Table definition created by database administrator using the ODBC manufacturer’s tools

Table definition created in CallAttendant Office

ODBC

Personal Tables

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Personal Tables

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Personal Tables

Created by the CAO administrator Table structure and layout is created by the CallAttendant Office administrator Table definition and field types Configure title or personal table Provide instructive text to assist the user on how to manage the information Managed by PAA User Each Personal Auto-attendant user can manage their own copy of personal data Ensures privacy of information for each user Can use the personal data tables in their personal call flows Callers can use and/or change the information Data fields are read/write (Dependent on configuration) Admin also has a personal copy of the data table

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Steps for personal tables

Step 1. Create data source in CAO Admin

Create database fields and select information type Audio, Fax, Number, etc. Choose to publish to Admin Only, Everyone or Disabled

Step 2. Individual users complete information in their personal table

In PAA client or admin data source view Table information can be changed Similar to Excel table format

Step 3. Use data sources in PAA or Admin trunk level services

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Personal Tables – From creation to use!

Example of how Personal Tables relate to PAA user Information entered by the CAO Administrator appears in PAA Personal Tables The fields, numbered 1 through 5, are displayed in the Personal Auto-attendant Office client

1

2

3

4

5

1

2

3

4

5

Admin Data Source Management

PAA Client

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Admin Personal tables

The Admin can also manage personal table data Data is only accessible running admin trunk services From CAO Administrator application Right click an existing personal table > Select Edit

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Step 1 - Managing Personal Tables

To add a User Data Table In the Administration view, click Data Sources. Right-click anywhere in the content pane. Click New > User Data… In the Name box, type a name for the data source that you want to define. it is added to the Data Source Administration list To define the personal table Double-click the target data source

OR

right click and select open

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Step 1 - Personal Tables – User Data Sources

User Data Sources have: Name – The table name appears to each PAA user Description – The title of the personal data table Instructions – A textual description to provide guidance for CAO users about how to use the table and its purpose “Add button” label – A short text description that explains how to add a row to the personal table Fields – The name, data type, default value and display width that are used by PAA Personal Table users.

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Step 1 - Personal Tables - Fields

Database fields have: Sequence Number – Defines the order in which the fields appear in the user’s personal table Name – Descriptive label which appears in the top row for each user’s personal table Data Type – The type of information that is contained in this field. (e.g. Phone number, audio, fax, text, etc.) Decimals – Defines the decimal accuracy of number fields. Only applies to fields defined as Number Default Value – Defines the default value for a field Display Width – Determines the default column width when displayed in the user’s personal table Managing Database fields Add a new field Click the New button Delete a field Click the trash can icon Change the order Change the order in which columns are displayed in the user’s personal table Move up Move down

Warning! Deleting a field from a personal table erases the information contained in each user’s personal table.

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Personal Tables – Data Types

The Data Types are Audio – audio .wav format. (e.g. Play announcement, Record audio elements) Date – A date that includes the month, day and year Day of week – The english text for a day of the week. (e.g. Monday, Tuesday, Wednesday, etc.) Day of Year – A date without a year. (e.g. Dec 25) Fax – A standard TIFF file format. Used by Receive fax element, Fax on demand element Logical – A string whose value can be only "true" or "false" Number – A string that represents a number. There is an optional sign (+/-) and decimal place Phone Number – A number that can be parsed as a canonical form telephone Text – A string of characters Time of Day – A time that includes the hour, minutes, and seconds (optional) Time Range – Two times of day separated by a hyphen, which indicates a time range

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Step 2 – Personal table – Change information

Highlight field and type in appropriate value Copy and paste windows commands Ctrl-C ? Copy Ctrl-V ? Paste Type matching Numbers do not allow alpha characters Date fields allow only valid dates Date controls

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Step 2 – Personal table – Record audio

Selecting an audio field Record new audio Announcement editor Browse existing audio Announcement editor View configured audio Record or re-record audio Use handset or microphone

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Step 2 – Personal table – Add faxes

Faxes created using OW Fax printer driver Print document Save into your CAO workspace Selecting a fax field Browse existing faxes Copy or move fax into personal table Preview fax using OW Fax viewer Fax viewer View fax .TIF document

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Lab 2 – Real Estate

Real Estate example Follow the procedure as outlined in Appendix, Lab 2

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Q&A –Personal Tables

Can configure user data table management framework Define fields and User Interface (UI) aspects for management Multimedia – Voice, fax and text Can use PAA or Admin service editor to leverage the data in the tables

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ODBC Databases

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ODBC Database

Allows interaction by callers with corporate centralized databases Service elements interact with databases to provide information Created by customer database administrator Database, table, and field mapping are configured by the CallAttendant Office administrator Used by PAA User or Admin Auto-attendants Users can offer callers information contained in databases by creating PAA services

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Steps in ODBC Database design

Step 1. Install ODBC Driver on CAO Server

Microsoft has native ODBC drivers for many databases 3rd Party ODBC provider may have new drivers

Step 2. Configure ODBC Data source

Administrative Tools > Data Sources (ODBC) Configure information such as: Location of database, security (username and password), additional connection parameters

Step 3. Create data source in CAO Admin

Create mapping of Database fields into CAO fields that services can use Re-enforce database security by selecting only fields that need to be exposed to callers Sensitive information can be excluded from CAO data source Choose to publish to Admin Only, Everyone, or Disabled Choose to allow writing to the database by configuring “Allow updates” option

Step 3. Use data sources in PAA or Admin trunk level services

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Step 1 – Install ODBC Driver

Microsoft provides as part of their O/S native support for many databases Support for Microsoft Access, Excel, SQL Server, Oracle, Paradox, etc. The data source can be any ODBC version 1.1 compliant database conforming to Microsoft defined Core-level conformance Additional or newer versions of the ODBC drivers are available from the 3rd party database manufacturer Make sure that the latest driver is installed for the target database Typically a Windows installation file Follow 3rd party ODBC Manufacturer for installation instructions Installed on CallAttendant Office Server Once installed, the ODBC database becomes accessible to the CallAttendant Office server

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Step 2 – Configure ODBC Database

Configure ODBC Database on the CAO Server Use Microsoft ODBC Management tool Microsoft ODBC Management Start > Settings > Control Panel > Administrative Tools > Data Sources (ODBC)

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Step 2 - Create New Data Source

From the ODBC Data Source Administrator Add a new System Data Source Click Add Select the Data Source Type If your database driver appears in the list Double-click the correct database driver If your database driver does not appear in the list Locate the 3rd party ODBC driver and install according to manufacturer directions

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Step 2 - Create New Data Source (2)

Configure the Data Source Configure according to manufacture’s recommendations. The example shows the configuration for a Microsoft Access database. Consideration for Data Sources Access privileges? Exclusive mode? Read only?

Note: This example uses Microsoft Access. Each ODBC database will have different configuration options.

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Step 2 - Create New Data Source (3)

The data source has been added it is added to the ODBC Data Source Administration list The CallAttendant Office administrator allows you to: Configure the new ODBC database Manage the information from a service and call flow

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Step 3 - Managing External Databases

To add an external database to CallAttendant Office In the Administration view, click Data Sources Right-click anywhere in the content pane. Click New > ODBC Source… In the Name box, type a name for the data source that you want to define If you do not want to further define the data source, you can click OK to save it It is added to the ODBC Data Source Administration list

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Step 3 - Managing External Databases (2)

User ID and Password Most ODBC data sources require a user ID and password. Consult the individual ODBC manufacturer’s documentation for what is required in this field Table Shows the tables that are contained in the selected Data source Accessing different tables in a single database can be done by creating multiple ODBC databases in CallAttendant Office Available Fields Shows the available fields from the ODBC database Using the [Selected>>], [All>>], [<<Selected], [<<All] buttons to select which fields can be used by end user call flows or administrative trunk service call flows Filter Field Select a filter value that can reduce the number of entries retrieved from the database For example, if you only want the database results where a customer table entry is “active”, you can define this by a combination of filter field and value Sort Field Define the default sort order when results are retrieved from the database

Note: Data conversion will match the native format of the ODBC database. For example, date or time will match the database properties.

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Step 3 - External Database Security

Database security is managed by: Root database security Setting a username and password on the main database that is entered by the CallAttendant Office Administrator Included field selection Only include fields that do not contain sensitive information You can select a subset of information that is available in the master database Allow updating setting De-selecting “allow updates” creates a read only database Data source access setting The CallAttendant Office administrator for each data source can choose the access level Disabled – nobody can use this data source Admin only – only administrator trunk services can use this data source Everyone – everyone can use this data source

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Hands on – Education

Education example Follow the procedure as outlined in Appendix, Lab 3

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Import/Export Data

Use the existing Import /Export functionality Import / Export Services, Announcements, Faxes, etc.

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Database diagnostics

Displays status of database Last accessed Access status Database Elements Otherwise tab provides alternative handling Recommend notifying administrator if database access fails

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Q&A –Personal Tables

Configuration of Microsoft ODBC Database configuration Same element concepts

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Fax Transmission Reports

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Fax Transmission Reports

Allows industries that use fax for legal transactions to support claims that faxes were sent Models hard fax machine fax transmission reports The fax transmission page can either be saved for future use or printed directly to a printer Fax transmission information is rendered as a TIFF image Includes fax transmission summary information on first 1/3 of page Includes scaled-down image of the first page of the fax Applies to Fax confirmations (Sent Items folder) Fax failure reports (Inbox folder)

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Fax Transmission Reports

Managed as a system option in the CallAttendant Office Administrator 3 Modes Entire fax only Entire fax with transmission report Fax transmission report only Defaults: New installations Entire fax with transmission report Existing systems (pre 3.2) Entire fax only

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Administrative Notifications

Diagnostics

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Administrative Notifications

Administrative Notifications Displayed in CallAttendant Office Administrator client Errors are red Warnings are orange Notifications can be sent as e-mail Ensures that technical personnel are notified of issues prior to users Accept Notifications Click on menu bar to view the system error or warning user logs Accept the notification to remove the alarm Right-mouse click on the last entry and select “Accept Notifications”

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Diagnostic System Options

Exception reports Results from unexpected behavior on the CallAttendant Office server Exception reports are system reports that can be diagnosed by Objectworld personnel Used by Objectworld to increase the reliability of CallAttendant Office Recommended to include

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