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HERMES.NET TRAINING

HERMES.NET TRAINING

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HERMES.NET TRAINING

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  1. HERMES.NET TRAINING Administration module

  2. HERMES.NET Training – Administration Module Become familiar with the standard administration functions of Hermes.Net version 4.0 and personally perform all of the regular tasks. Level: Introduction Duration: 6 hours Prerequisites: operational client site or demonstration environment Validation: knowledge check OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE About this course Objectives • This course comprises: • A self-training course • Practical advice on identifying the possible causes of errors in setting parameters or actions taken and knowing the corrective actions to take • Exercises at the end of each sequence to check what has been learned • A knowledge test, suggested at the end of the course, to enable you to identify your strong points and points to improve • At the end of this course, you will be able to perform the following tasks: • The standard actions for setting telephony and archiving parameters • The Human Resources management actions: create ID codes, manage resource assignments and activity planning parameters • Navigate in the inbound and outbound campaign management menus and understand the key issues in managing campaigns in Hermes.Net.

  3. To begin: configure the user station • Start Internet Explorer and click "Tools", then "Internet Options" • ATTENTION: There must no POPUP Killer or other similar applications running. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  4. To begin: configure the user station • Next, click the "Security" tab (1) • Click "Trusted sites" (2) • Click the "Sites" button (3) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  5. To begin: configure the user station • Check that the “Require server verification (https:) for all sites in this zone” box is not checkmarked (1) • Add the URL address "http://86.64.204.18/hermes_net_v4", then click "Add" (2) • You must obtain this (3) • Next, click "OK" (4) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  6. To begin: configure the user station • On return to this window, click "Custom level" OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  7. To begin: configure the user station • In the “ActiveX controls and plug-ins” parameters, set all sub-parameters to “Enable” (approximately 7 sub-parameters). Also remember to enable scriplets. (1) • Click "OK". (2) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  8. To begin: configure the user station • If you are using Internet Explorer 6 (optional if version IE 7, but recommended) • Set the Internet Explorer cache parameters • Start Internet Explorer and click "Tools", then "Internet Options" OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  9. To begin: configure the user station • Under the General tab, click Settings in the Browsing history section OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  10. To begin: configure the user station • Increase the size of the cache (disk space to be used) depending on existing parameters, and set the maximum size (as below) if you are using Internet Explorer 6. (1) • Under "Check for newer versions of stored pages," select "Automatically." (2) • You have finished setting your browser's parameters. You can re‑enter the URL http://86.64.204.18/hermes_net_v4. • When first running the application (agent or supervisor only), ActiveX must be accepted. This request is made only the first time or during an update. To do this, you must be the local administrator of the station. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  11. General presentation of Administration in HERMES.NET Teaching objectives • Learning the functional and ergonomic boundaries of Hermes.Net • Knowing the two types of administration in Hermes: "ROOT" administration and "SITE" administration • Identifying features that affect me • Navigating in Hermes.Net and knowing how to interact with the tool: the navigation and use principles • Based on my Hermes.Net solution, knowing how to distinguish between: • Actions that only VOCALCOM can perform • Actions that only a Root administrator can perform • Actions that I must perform as Root and/or Site administrator OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  12. Knowing the two types of administration in Hermes: "ROOT" administration and "SITE" administration • There are two types of administration configurations • The integrated solution (hosted at the client) gives access to the “Root” administration functions + the “Site” administration functions. • The solution in ASP mode (hosted at Vocalcom) does not give access to the “Root” administration functions. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE Supervisor Site Administration Agent Supervisor Root Administration Site Administration Agent Supervisor Site Administration Agent ASP

  13. Connection to Hermes.Net • Enter your identifiers (1) • Select the language you want to use in Hermes.Net (2) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 1

  14. Connecting to the desire module • Hermes V.4 Edition provides a call centre administration tool called “Administration” • The application enables administrators to manage campaigns and queues, and the configuration of supervisors and agents. • These modules are available depending on the rights given to the administrator account used. • Click the button of the Administration module. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  15. Mastering the four areas of the Root screen 1 • The main menus (1) • Major site elements listing the sub-functions. • The Explorer window (2) • Complete tree structure of all entities that a user can access. This window appears only on the screen of the main administrator or company administrator, but not a site administrator. This is the only difference between the Root and Site screens. • The main selection list (3) • Displays the list of selected sites or campaigns of a selected site. • The options of the selected element (4) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 3 2 4

  16. Understanding the architecture of sites and companies • Using the Explorer window, create and manage agents, campaigns, queues, administrators, etc. that will be restricted to their specific entity. • This restriction makes it possible to keep the data (reports, supervision, script editor) of each site independent from each other. • Under this tree structure view, see the accesses granted and the structure organizations. Remember that only a main administrator has access to the Root. • A site is the smallest unit and cannot contain other entities such as sub-sites or branches. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  17. Understanding the various buttons (1/2) • The and buttons are used to create or delete. • Save or cancel the latest changes with the and buttons in the top right-hand corner of the screen. • The last unsaved changes are marked in red and an asterisk* appears beside the tab name until the changes are saved. • Click the button to obtain information on the creation and the latest change to the element selected in the list. • If you try to quit a window in which changes have been made but not yet saved, the following message appears: • This enables you to save the changes by clicking or to restore the situation of the last save by clicking OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  18. Understanding the various buttons (2/2) • Use the button to display a dialogue box used in constructing a formula. • The is used to move an element from one list to another. • The is used to select the whole list at once. • The is used to deselect the whole list at once. • The is used to start or stop: It starts or stops the service created. • Update using the button. • The is used to go to the next screen. • Generate a new password with the button. • The is used to change the criteria. • The is used to move a criterion. • Listen to the sound with the button. • The button is used to publish a URL. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  19. Managing an Administrator profile • Only a main administrator can create other main administrators. • Under the General tab, define the personal information of administrators (1). • Under the Rights tab, define the access rights of an administrator (2). OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 2 1

  20. Managing your module's resources • Press the "About" option in Root/Tools to display this screen: OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  21. Knowing the elements in the Root Human Resources menu • Create or delete the DID from the Root “Incoming media” menu, then from the “Campaign configuration” sub-menu. • A DID identifies an inbound campaign definition. Generally, the DID comprises the last four digits of the actual telephone number used to route calls in an inbound campaign. • Establish a black list from the Root "Incoming media" menu • This option will enable you to create a black list of phone numbers. These lists can be applied to specified call files to avoid calling identified phone numbers on several specific campaigns. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  22. Knowing the elements of the Root Resources menu (1/3) • Use the “Company/Site choice” option to manage the various companies and sites defined in the system. • Under the “General” tab, fill out the general information on the selected company or site (1). OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 1

  23. Knowing the elements of the Root Resources menu (2/3) • Attribute the components using the “Components” tab (1) • These components are installed by Vocalcom in the Resources/Components menu. After the installation, the administrator attributes them only to a site or a company. • The “Database” tab is used to assign the site or company database connections. • The "Telephony" tab is used to attribute the DID (Direct Inward Dialling) of the selected site. • The DIDs are first created in the "Incoming media/DID creation and deletion" menu • The “Backup” tab is used to save critical production data (calls, agents’ actions). OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 1

  24. Knowing the elements of the Root Resources menu (3/3) • In the “Components” sub-menu, define the application components that can be attributed by site and company administrators. • The parameters defined here enable the Hermes V 4 system to locate and connect each component required by the entire application: Web Scripter platforms, Proxy agent, Agent link, services used for various media such as e-mail. • The components are installed by Vocalcom and may never be deleted or updated by the user without Vocalcom’s knowledge. • Under the “CTI proxy” sub-menu, configure and attribute proxies in progress on the current server. • A proxy is the intermediate portion of the system between the telephony server and the clients (agents, supervisors). It is used to isolate each communication of client data on a common ACD machine. • Define the database connections that will be used by the sites for creating calls files and for creating client files in the Web Scripter application under the “Connections” sub-menu. • A connection can be SQL or ORACLE. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  25. Learning the Site Human Resources menu (1/4) • Use this menu to manage the configuration of Users, Groups, Contacts, Opening hours and Holidays plan, and Pause codes (at Root level, the menu displays only administrators). • The Supervisors menu is used to create supervisors, attribute certain rights and give access to supervision groups. • General tab • Used to update identifiers and passwords • Rights tab • Change the user rights in agreement with the phones and applications (Reports) or control agents (agent application). • Supervision tab • Attribute the current supervisor to a supervision group for monitoring. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  26. Learning the Site Human Resources menu (2/4) • Under the "Agents" menu, assign Agents to a specific site. • Using the various tabs, you can assign agents to different campaigns (inbound or outbound) and rights (1) . OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  27. Learning the Site Human Resources menu (3/4) • The “Agents skills” menu enables you to create and configure the profiles used in defining agents’ skills and campaigns (2). • A specific profile can be assigned to an inbound call or e-mail when entering the campaign. The agents also receive a profile based on their knowledge level. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 2

  28. Learning the Site Human Resources menu (4/4) • In the “Supervision group” window, you can define a group of elements (agents, campaigns, chat campaigns and queues) that are assigned to one or more supervisors (1). • The "Agent group" window is used to configure several agents with a single action. The administrator will group agents having similar skills. The agent group is configured in the same way as the agent. The various tabs are exactly the same. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  29. Understanding the functioning of an inbound call campaign • An inbound campaign is the sum of various elements, whose goal is to welcome clients and maintain contact from call pick-up to hang-up. As soon as a call is received in the Vocalcom system, it is sent to a queue linked to a specific campaign. An IVR (Interactive Voice Response) script can be defined for the campaign, welcome messages can be read, services hours and overflow procedures can be selected, etc. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE ROUTE OF AN INBOUND CALL IN HERMES IVR (option) • Calculates the expected wait • Calculates the number of loops • Calculates the number of channels Pre-pickup Agent Normal closing Abnormal closing • Overflow management • Dissuasion message • -Rerouting • -Callback • -Voice Mail

  30. Knowing how to use the Incoming media menu (1/3) • This menu is used to configure your “Queues”, “Inbound call campaigns”, “E-mail campaigns”, “Inbound chat campaigns” and “Call status”. • Manage the various queues used for inbound, e-mail or chat campaigns. All required queues must be defined here. • The queues are a mandatory component of the inbound campaign because, in the Vocalcom system, agents are linked to queues and not to campaigns. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  31. Knowing how to use the Incoming media menu (2/3) • Configure your inbound calls campaigns using these various tabs (1) • General: to change the global configuration of the selected campaign • Customer management: Used to associate a script to a campaign • Messages: to configure audio files (wav) • Opening: define the service’s opening hours as well as the audio file played when calls arrive during closing hours. • Overflow: to configure overflow strategies. • Skills: to define the profile parameters for this campaign • An inbound campaign is a telephone number that clients call (e.g. 0800…. Customer service) to talk to a customer service representative. • The DID (Direct Inward Dialling) is the identifier of your inbound campaign; each inbound campaign has its own unique DID. Generally, the DID is selected based on the last four digits of the call number used for the inbound campaign. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 1

  32. Knowing how to use the Incoming media menu (3/3) • Configure your e-mail campaigns using these various tabs • The various option tabs give you access to the following information: • General: for changing the global configuration of the selected campaign (description, queue, database information and web script). • Account: to enter information on the e-mail account used. • Answers: to specify the predefined answers. • Opening: to specify the campaign opening hours. • Skills: to define the parameters of the e-mail profile for this campaign. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 1

  33. Knowing how to use the Outgoing media menu (1/3) • Configure your outbound campaigns using these various tabs • This window displays the list of outbound campaigns defined in the system. • When you create a new campaign, you will have the choice between creating a basic campaign (Calls Campaign) or a group of outbound campaigns (Virtual Campaign). OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  34. Knowing how to use the Outgoing media menu (2/3) • While an inbound campaign needs a queue to function correctly, an outbound campaign will need a calls file (to initiate dialling …) • Configure your campaigns from this list displaying the outbound campaigns defined in the system. • The Queue column indicates the system queue assigned to the campaign. This value is 0 if the campaign is inactive, and is the number of queues if the campaign is active. • The Campaign ID column contains the short name for the campaign. • The Type column indicates whether the campaign is basic or is part of a group of outbound campaigns called “Virtual Campaigns”. • The Status column indicates whether the campaign is active or not. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  35. Knowing how to use the Outgoing media menu (3/3) • Define and configure the campaign dialling mode. • To meet the various criteria, it is important to know the different types of dialling (the options under this tab very according to the mode selected) (1) • Preview: The agent first receives a “preview” of the call of his/her screen. After familiarizing him/herself with the information, he/she initiates the call. This is the mode used for the most qualitative campaigns (e.g. collection or VIP campaign). • Progressive: The system makes an automated call as soon as the agent is ready. Non-productive calls are not transferred to the agent (incorrect number, fax …). This is the classic prospection mode. • Predictive: Similar to the progressive call, but based on an algorithm which over-dials with respect to the agents logged on. The maximum abandon rate, number of lines, maximum inter-call duration and retention time parameters enable the administrator to influence the call algorithm. This mode is used for prospection on a large file with a time limit (surveys, time-limited marketing operation) • Automated: This variant of the predictive mode makes it possible to automate calls which do not require an agent intervention. For example, it can be used to play an audio message to distribute announcements or advertising. The only parameter limiting the number of simultaneous calls is the maximum number of lines that can be used by the system. 1 OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  36. Knowing the Telephony menu • In the “Telephony” menu, you can configure the ACD extensions and workstations. • Declare the phone stations in the system for use in in the “Telephone stations” sub-menu • The ACD numbers are the phone extensions used by the Vocalcom system. These extensions are generally used when the agents are connected to a PBX (private branch exchange). Each phone station must be declared in the system in order to be used. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  37. Knowing the Tools menu • The “Site management” sub-menu enables the administrator to see the resources (inbound and outbound) that have been attributed to the site to which the administrator belongs. • The administrator can choose a workspace and apply it to his/her site only. • Under the “SQL console” menu, create and execute requests (Selection, Insert, Update, Delete) on any server database table. • Working on databases can be very sensitive; accordingly, this window may only be used by properly trained personnel. • The “Recorded conversations” menu is used to define the file format, listen to the recordings and watch the videos. • In the “Sound files management” menu, manage the files recorded on the server. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  38. In the list, checkmark the functions that affect you (1/7) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  39. In the list, checkmark the functions that affect you (2/7) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  40. In the list, checkmark the functions that affect you (3/7) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  41. In the list, checkmark the functions that affect you (4/7) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  42. In the list, checkmark the functions that affect you (5/7) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  43. In the list, checkmark the functions that affect you (6/7) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  44. In the list, checkmark the functions that affect you (7/7) OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  45. Testing your knowledge (1/3) Complete the following test to check that you have properly understood the sequence. Your answers are confidential and the test results will not be recorded. • 1. On which browser can I use Hermes? a) Firefox OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE b) Internet Explorer c) Safari • 2. What is the difference between Site administration and Root administration? a) The Root administrator has access to the Root and the Site, whereas the Site administrator has access only to his/her Site b) The Root administrator has access to the Root and the Site, whereas the Site administrator has access to all Sites c) Both administrators have the same access, only the “privileges” change • 3. What actions can a Site administrator perform? a) All actions on the Root Resources menus b) All actions on the Site's Human Resources menus c) Create DIDs and databases

  46. Testing your knowledge (2/3) • 4. What is a DID number? a) It is used to connect the supervisor to the agent b) It is used to direct calls from a unique number to a campaign c) It is used to change the supervisor's user rights OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE • 5. Which types of connections are possible? a) SQL and Oracle b) Oracle only c) SQL only • 6. Which is the action button for adding an element? a) b) c) • 7. If I am hosted in ASP and I need to make an extraction from the DB, what must I do? a) Contact Vocalcom support b) In the “Tools” menu, choose the “Site management” sub-menu c) In the “Incoming media” menu, choose the “Site management” sub-menu

  47. Testing your knowledge (3/3) • 8. How can I listen to the sound files? a) By going to the “Incoming media” and “Outgoing media” menus b) By going to the “Tools” menu c) By going to the “Telephony” menu OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE • 9. What is a station number? a) The number of the agent's station as listed in Hermes b) The agent’s account number c) A speed-dial number • 10. What is crucial for an inbound campaign? a) Setting the agent scripts parameters b) Setting the e-mail parameters c) Setting the queue parameters

  48. MCQ answers OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  49. USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS Teaching objectives • Know how to create an administrator • Know how to archive data • Create a DID • Know how to connect a new DB OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE

  50. Knowing how to create and delete an administrator profile • Create an administrator profile by clicking the action button (1). • Delete an administrator profile by clicking the action button (2). • The General tab is used to define administrators' personal information. • Only an administrator is able to choose a personal password; agents and supervisors have randomly generated passwords. OVERVIEW OF THE TRAINING CONFIGURING THE USER'S STATION GENERAL PRESENTATION OF THE ADMINISTRATION IN HERMES.NET USING THE STANDARD ROOT ADMINISTRATION FUNCTIONS USING THE STANDARD SITE ADMINISTRATION FUNCTIONS TESTING YOUR KNOWLEDGE 1 2