Call Distributions (ACD)

ScopSTATS Admin Guide

ScopSTATS is the ScopServ toolkit for generating real time reports, historical data, and system statistics.  It also bundles ScopSWITCH utilities to manage your Call Centre and Operator functions.  This document is a must read for any ScopTEL Administrator.

ScopSTATS_Manuel_2016-en-1
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Avertissement Produit – Migration obligatoire du journal des files d’attente suite à la mise à jour de ‘scopserv-reports’ et ‘scopserv-realtime’ de la version 5 à la version 6 

Très Important

  • Les paquetages ‘scopserv-reports’ et ‘scopserv-realtime’ version 5 utilisent une méthode de transport plus ancienne et un fichier texte queue_log pour générer des rapports téléphoniques alors que ceux de version 6 sont hautement optimisés; nouveau transport par WebSockets et traitement des données ACD dans des tables SQL.
  • Mettre à jour les paquetages ‘scoperv-reports’ et ‘scopserv-realtime’ de version 5 vers la version 6 nécessitera l’exécution manuelle d’un script de migration du journal des files d’attentes sinon les nouvelles données pourraient ne pas être traitées.
  • Référez-vous immédiatement au bulletin ci-dessous avant la mise à jour des paquetages ‘scopserv-reports’ et ‘scopserv-realtime’ prévue le 31 janvier 2017.
  • Il est fortement recommandé de redémarrer votre serveur afin d’éviter des fuites de mémoire après avoir effectué une mise à jour des paquetages!
ScopTEL-scoptel-reports_scopserv-realtime_Release-5to6-queuelog_migration_fr

 

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ScopTEL Version 5 to Version 6 scopserv-reports scopserv-realtime post upgrade mandatory Queue Log Migration Product Bulletin

  • Importance HIGH!
  • Official Release date is January 31st 2017
  • ScopServ scoptel-reports and scoptel-realtime release 5 packages use an older transport method and a flat queue_log file to generate Telephony Reports while the release 6 versions are highly optimized using a new WebSockets Transport and process raw ACD data to SQL tables.
  • Upgrading scoperv-reports and scopserv-realtime release 5 packages to release 6 scopserv-reports and scopserv-realtime packages will require you to manually execute the Queue Log Migration script else post upgrade reporting data will not be processed!
  • Please refer immediately to the this official Product Bulletin prior to the scopserv-reports and scopserv-realtime packages release date scheduled for January 15th 2017.
  • It is highly recommended you reboot your server to kill processes which might leak memory after updating the packages!
ScopTEL-scoptel-reports_scopserv-realtime_Release-5to6-queuelog_migration-el56
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How to Configure a Mediatrix ISDN Gateway with ScopTEL

ISDN Gateways are very practical for adding ISDN interfaces to the ScopTEL server when SIP trunks are not used but additional features can be added to Legacy PBX’s using ISDN Gateways and leveraging ScopTEL to:

  • Add or replace existing voicemail servers
  • Add conference bridging
  • Add ACD (Automatic Call Distribution/Contact Center)
  • Add CDR (Call Detailed Reports) via ScopSTATS
  • Add Contact Center Reporting via ScopSTATS
  • Add Call Recording via ScopSTATS
  • Add VoIP phones and other mobility features
ScopTEL - Mediatrix ISDN Gateway Configuration
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How to implement Skill Based Routing (ACD) on ScopTEL PBX

Skills Based Routing Definition

The following is the Wikipedia definition for Skills Based Routing:

[note color=#ddd]“Skills based routing (SBR) is a call assignment strategy used in call centers to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor systems (and IVR systems) found in most call centers. The need for skills based routing has arisen as call centers have become larger and dealt with a wider variety of call types.”[/note]

 

Best way to describe Skill Based Routing is with an example.  If you have 3 agents in a call group each having a different skill level in their certain field :

  • Agent 1 best knows Windows and only speak French
  • Agent 2 best knows Linux and speak both English and French
  • Agent 3 best knows MacOSX speak French and moderate English

But each person may know a bit about the other skills. Each Agent has a weight rating:

[table style=”3″]

Agent Windows Linux MacOSX French English
Agent 1 100 50 25 100 0
Agent 2 25 100 50 100 100
Agent 3 50 25 100 100 50

[/table]

Example:

4 calls come, 2 asking for Windows support, one for Mac Support and one for Linux support
Agent 1 was free gets the first windows call
Agent 2 was free gets the second windows call
Agent 3 was free get the first Mac call
Caller 4 waits until an agent gets free for the system to reevaluate the skill table

Advantages of this method over a traditional Queue (ACD ):

  • Do not need to create a Queue for each language, department, etc (skills)
  • Used to train agents to build up their skill level
  • Used to get the best quality support to the calling client
  • Saves time of the higher trained agents (gets them away from password reset requests)

 

Requirements

If you want to use Skill Based Routing, the minimal requirements are:

  • ScopServ Telephony 2.5
  • Asterisk 1.8

 

Create the skills

You can create multiple Skills on the ScopTEL PBX using the Telephony -> Queues and Agents (ACD) -> Skill Based Routing menu.

Skills

Create a Skill Rules set

A Skill Rules set is a list of conditions that can be created on Telephony -> Queues and Agents (ACD) -> Skill Based Routing menu. Each conditions are evaluated against each Agent in order to see if it matches. The call is distributed according to the matching rule.

Each rule has two parts:

  • the first part is a dynamical condition. If its evaluation is false, the next rule is tried;
  • the second part is tested against queue member’s skills, to define a selection

You can get more details about Conditions, Rules,  and Arithmetic/logical operators, that can be used on a rules, on the Definition tab.

Skill Base rule

Skill Base rule

 Important Note : Never use <= or >= operators otherwise the rule will be omitted !

Once the Skill Routing Rule is created the list view will look like the following :

Skill Routing Rules

Skill Routing Rules

 

Apply the skills to the agents

 

Now that all the skills are created you may assign them to the agents on the  Telephony -> Queues and Agents (ACD) -> Agents menu under the Options tab.   You can specify  custom skills on a per agent basis like :

 

If you have multiple agents that share same Skills, you can go on  Telephony -> Queues and Agents (ACD) -> Skill Based Routing and create Skill Groups that can be assigned to agents.

Skills Groups

Skills Groups

 

 

Assign Skills to a destination

Now that skill rules are created and skills assigned to agents, you must assign the Skill Based Rule  to a Queue (ACD). In this sample, we assign the rule to a Queue directly on an Auto Attendant (IVR):

Assign Skill Based Rule

Assign Skill Based Rule

 

 

[note color=#ddd]

Note:  You must  issue a Commit in Telephony GUI after configuration modification.

Be carefull to have at least one Agent skills matching the first Rule of the Rules Set, otherwise the Queue Application will hangup incoming calls, omitting the following rules.

[/note]

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