ICTBroadcast SP Edition

Version: 4
Last Updated: 20/08/2019
By: ICT broadcast
Email: info@ictbroadcast.com

Administration Guide

Thank you for purchasing ICTbroadcast. If you have any questions that are beyond the scope of this help file, please feel free to email via contact form here. Thanks so much!

Table of Contents

  1. Overview
  2. Roles

    1. Administrator
    2. User
    3. Agent
  3. Modes

    1. Inbound
    2. Outbound
    3. Permanent
  4. Setup of ICTBroadcast

    1. Login as User
    2. Add new contact
    3. Add contact group
    4. Add voice recording
    5. Create new campaign
  5. Dashboard

    1. Contact Dialed
    2. Campaign Launched
    3. My Active Campaign
  6. Campaigns

    1. Campaign Management
    2. Add New Campaign

      1. Voice => Message Campaign
      2. Voice => Agent Campaign
      3. Voice => Interactive Campaign
      4. Voice => Inbound Campaign
      5. Voice => Survey Campaign
      6. Voice => IVR Campaign
      7. Voice => AppointmentReminder Campaign
      8. Voice => Integration Campaign
      9. Fax Campaign
      10. SMS Campaign
      11. Email Campaign
  7. Contacts

    1. Contact Groups
    2. Contacts
    3. DNC Contacts
  8. Messages

    1. Recordings

      1. Preparing Voice Recording
    2. Fax Documents

    3. SMS
    4. Email Templates
    5. IVR

      1. Introduction to IVR Designer
      2. Creating IVR Applications

    6.Email Footers

  9. Billing

    1. Regions
    2. Countries
    3. Destinations
    4. Rates
    5. Rate Plans
    6. Routes
    7. Payments
  10. Administration

    1. User Management

      1. Assign Resources
      2. Assign Extensions
      3. Assign DIDs
      4. Assign Access No
      5. Create User
    2. Agent/Extensions

    3. Gateways

    4. Voice Trunk Configuration

    5. Fax Trunk Configuration
    6. SMS Trunk Configuration
    7. Email Trunk Configuration

    8. Inbound DIDs

    9. System Configuration
  11. My Account

    1. My Account
    2. Change Password
    3. License Upgrade
  12. Reports

    1. Overview
    2. CDR Summary
    3. CDR
    4. Live Statistics
    5. Agent Statistics
    6. Campaign Statistics
  13. Agent Evaluation

    1.Evaluation Report

    2.Evaluation Report(Item)

  14. Miscellaneous

    1. DNC
    2. AMD

1) Overview - top

ICTbroadcast is multi-tenant Voice, SMS & Fax broadcasting software solution for SMB's and Service Providers. ICTbroadcast has smart autodialer and smart predictive dialer capabilities. It enables service providers to offer broadcasting services to their users. It can be scaled to blast thousands of simultaneous calls using either VoIP or PSTN. ICTbroadcast can handle most voice broadcasting scenarios. It is simple, reliable and easy to use and has user friendly web portal to manage.

How to Prepare ICTbroadcast

Voice Agent Campaign

2) Roles - top

ICTBroadcast support following roles Admin, User and Agent.

I) Administrator - top

This role actually manages overall resources of system like managing users, configuring trunks, making payments, adding new destinations, setting routes and most importantly allocating available extensions, DIDs and channels to users.

Admin Portal Login Screen

II) User - top

This role is enable user to manage his contacts, voice recordings and scheduling of campaigns. It also enables user to broadcast his message and interact with desired recipients by creating different type of campaigns and view results/statistics.

User Portal Login Screen

III)Agent - top

This role embed WebRTC based VoIP Phone in browser which will remain connected to the main server. It is also responsible for inbound and outbound calls, transfer calls as well as sending DTMF. Agent can access contents, contacts from a single application.

3) Modes - top

ICTBroadcast support following three modes of operation with all voice based campaigns of ICTBroadcast as listed below :

1.Outbound - top

Outbound is default modes of all ICTBroadcast campaigns all ICTBroadcast unified autodialer perform outbound calling as its default mode and originate calls toward remote destinations and perform required operation and actions on said calls as an example, in survey campaign , an outbound call will generated and when call get answered, pre recorded voice based questions will be played and call recipient will be asked to respond through DTMF or voice recordings and later these responses will be reported back as summary or full details to admin

2.Inbound - top

With inbound mode enabled , all campaign can receive incoming calls on published DID numbers and these campaign will respond with IVR or with prescribed action, as an example, we can conduct an inbound survey campaign where caller will call on published DID numbers and on answer , IVR may play voice message asking user to enter proper extension number to connect him with related professional or take prescribed act

3.Permanent - top

Permanent mode requires REST API's . With this mode activated , campaign always remain in listening mode, It accepts contact number from external application using Rest APi in real time and add said contact into contact list of campaign and said contact called real time and necessary action performed on it, ICTBroadcast Rest APi are used to automate business process and we can integrate any third party applications with ICTBroadcast using these Api's

4)Setup of ICTBroadcast - top

To configure ICTBroadcast follow the steps given below:

1.Login as User - top

ICTBroadcast allow user to login as type the user name and password and click on "log in" button. As the user is logged in a successfull message appears "Logged in successfully".

2.Add new Contact - top

ICTBroadcast allow to add new contact by going to the "Contacts" in menubar, then click on "Contacts" button, then click on "Add New" button.A form will appear type the detail given in the form as "Personal information","Contact Addresses","Groups","Custom data", and "Comments/Remarks",.Click on "Save" button to save the contact.

3.Add Contact Group - top

ICTBroadcast allow to add contact group by going to the "Contacts" in menubar,then click on "Contact groups",then click on "Add New" button. A form appears type the detail as "Group description" and "Import Contacts".Click on "Save" button to save the contact group.

4.Add Voice Recording - top

ICTBroadcast in this area allow to upload recordings, sms messages, fax and email documents . These could be messages, survey questions, introductory message etc. If user don't have recordings. Don't worry, system also provides user with TTS (text-to-speech) feature.

5.Create a new Campaign- top

ICTBroadcast in this area allow to create a new campaign by going to the "Campaigns" in the menu bar. Click on "Campaign Management".Click on "Add new' button.LIst of campaigns appears. Select the campaign that want to be created.


5) Dashboard - top

Dashboard is system monitoring page and It show important live statistics of overall system described below:

Dashboard

I)Contact Dialed - top

Shows currently Contact Dialed that are using the ICTbroadcast

II) Campaign Launched - top

Campaign Launched shows the number of active campaigns and total number of active channels

How to Manage Active Campaigns?

III)My Active Campaign - top

Campaign Statistics shows real time statistics of running campaigns with number of dialed , answers and failed calls

active campaign

6) Campaigns - top

User can click on "Campaigns" tab on main menu bar to access this functionality. It has two menu items. That is Campaign Management and Campaign Summary. These two are described below.

I) Campaign Management - top

When User click on Campaign Management menu, it will open a page as shown below. Here user have various options for campaign management.

test campaign user

Add new: User can create a new campaign (see section Add new campaign below)
Operations: Modify/Edit existing campaign parameters before it starts, Start and Stop Campaigns manually , Monitor Live calls of Campaign
Results: Call statistics of completed calls with data that called contact entered
Delete Selected button: Deletes selected campaigns

II) Add New Campaign - top

User can access this option from:

  1. Click on "Campaign" tab.
  2. Click on "Campaign Management" tab.
  3. Click on "Add New"
  4. Select the type of campaign (e.g. Voice, Fax and SMS)
Add new campaign

A detailed overview of each of the campaigns shown in figure above is given below. This detail will highlight the purpose of the campaign, how to create it, and its important fields that should be filled.

a) Voice Message Campaign - top

The purpose of this campaign is to broadcast a voice message. This type of campaigns dial numbers from contact list, on answer by the recipient, play recorded voice message and hangup. If user select “Message Campaign” from the figure above. This will open a form that lists all the options and settings for creating this campaign. The general parameters that user need to fill out for any type of campaign are:

Campaign:

Name: Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contact:

Contact group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type:Enter Caller ID type to use with outgoing calls.

Caller ID:Enter Caller ID to use with outgoing calls.

Caller Name:Enter caller name to use with outgoing calls.

Voice Message:

Select from list of already created / recorded messages.

General Options:

Introductory Message:

When enabled, this field allows the campaign manager to select an introductory message. This introductory message will be played immediately when the recipient receives call.

DNC (Do Not Call) Action:

DNC could be enabled and disabled. When disabled, no action is taken. When enabled, it will set a key "9" for DNC action. This means that when recipient presses 9 on his phone, his number will be deleted from contact list.

AMD (Answering Machine Detection) Action:

When it is disabled, it ignores Answering Machine. When hang up is selected, it detects AMD if found then hangup the call otherwise continue normally. Third option is to leave message, it detects AMD if found then play a different message and hangup. It has another field for Message recorded for answering machine.

Settings:

Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration:** Maximum allowed duration for each call. After this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.

voice campaign

b) Voice Agent Campaign - top

This type of campaign dial numbers from contact list and on answer by the recipient, directly forward call to agent/external call center/IVR system. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

Agent campaign

Steps to create an Agent Campaign

  1. Navigate To Campaign => Campaign Management => Add New=> Agent Campaign.
abc
  1. Fill the campaign form with required fields like:
    a) Campaign Name
    b) Campaign contacts

    c) Agent / Operator Extention

def
  1. Click Save to start the campaign

Glossary

Campaign:

Name: Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contact:

Contact group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type:Enter Caller ID type to use with outgoing calls. Caller ID:Enter Caller ID to use with outgoing calls. Caller Name:Enter caller name to use with outgoing calls.

General Options:

Dialogue/Scripts:Choose the Dialogue/Scripts.

Contact URL:Enter the contact URL.

Agent / Operater Extension: This field shows extension on which calls will be placed. The extension may be forwarded to agents or external call center or any IVR system for further handling of call.

AMD (Answering Machine Detection) Action:

When it is disabled, it ignores Answering Machine. When hang up is selected, it detects AMD if found then hangup the call otherwise continue normally. Third option is to leave message, it detects AMD if found then play a different message and hangup. It has another field for Message recorded for answering machine.

Settings:

Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration: Maximum allowed duration for each call. After this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


c) Voice Interactive Campaign - top

This option enable user to create an interactive campaign. This type of campaign dials number from contact list, on answer by the recipient, play recorded message and if recipient presses desired key, it forwards recipient to a live agent for further call handling. When user selects this type of campaign, it will open a form that lists all the options and settings for creating this campaign.

Prequisites for creating an Interactive Campaign

To create an interactive campaign, admin should make sure following steps are performed as pre-requisite:

  1. Create an "Extension" and assign this extension to a user.
  2. Add balance in user account so that he/she is able to make/receive calls.

Now that user should set transfer configurations for the assigned extension.

  1. Extension transfer setting by user can be set to following three options:
    a. Registered Agent
    b. External Call Center
    c. External Number

  2. Finally, user will create an interactive campaign from the campaigns menu as shown below.

interactive campaign

Steps to create an Interactive Campaign

  1. Navigate to Campaign => Campaign Management => click on "Add new" campaign button.
campaign m
  1. Select the Campaign => Interactive Campaign
interactive c
  1. Fill the detail as

    a) Campaign Name
    b) Campaign contacts Group
    c) Caller ID d)Voice e)General Option f)Settings g)Campaign Schedule h)3rd Party Integration

  2. Click Save to start the campaign

interactive detail

Glossary

The general parameters that needs to fill out for this of campaign are following:

Campaign:

Name: Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts:

Contact group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter Caller ID type to use with outgoing calls. Caller ID: Enter Caller ID to use with outgoing calls. Caller Name: Enter caller name to use with outgoing calls.

Voice Message:

Select from list of already created / recorded messages.

General Options:

Dialogue/Scripts: Choose the Dialogue/Scripts.

Contact URL: Enter the contact URL.

Introductory Message:

When enabled, this field allows the campaign manager to select an introductory message. This introductory message will be played immediately when the recipient receives call.

DNC (Do Not Call) Action:

DNC could be enabled and disabled. When disabled, no action is taken. When enabled, it will set a key "9" for DNC action. This means that when recipient presses 9 on his phone, his number will be deleted from contact list.

Required Input Key:

This defines on which key the system should transfer call to Agent/Extensions

Agent/Operator Extensions:

This field shows extension on which calls will be placed. The extension may be forwarded to agents or external call center or any IVR system for further handling of call.

AMD (Answering Machine Detection) Action:

When it is disabled, it ignores Answering Machine. When hang up is selected, it detects AMD if found then hangup the call otherwise continue normally. Third option is to leave message, it detects AMD if found then play a different message and hangup. It has another field for Message recorded for answering machine.

Settings:

Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration: Maximum allowed duration for each call. after this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


d) Voice Inbound Campaign - top

This option enables user to create an inbound campaign. This type of campaign works like IVR system. User publishes incoming numbers (DIDs) and interested callers call this/these number and listen a prerecorded voice message. If caller presses desired key, the call will be forwarded to live agents for further call handling. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

inbound campaign

Steps to create an Inbound Campaign

  1. Create a DID from Administration => Inbound DID.
inbound DID
  1. Create an Agent/ Extension from Administration => Agent/Extension.
agentextension
  1. Create New inbound Campaign from Campaign => Campaign Management => Inbound Campaign.
inbound c
  1. Fill the campaign from with required fields like:
    a) Name
    b) Contact Group
    c) DID Number
    d) Message Recording
    e) Required input key
    f) Agent / Extension
create inbound
  1. Click Save to start the campaign

Glossary

Campaign:

Name: Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts:

Contact group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter Caller ID type to use with outgoing calls. Caller ID: Enter Caller ID to use with outgoing calls. Caller Name: Enter caller name to use with outgoing calls.

General Options:

Introductory Message:

When enabled, this field allows the campaign manager to select an introductory message. This introductory message will be played immediately when the recipient receives call.

DNC (Do Not Call) Action:

DNC could be enabled and disabled. When disabled, no action is taken. When enabled, it will set a key "9" for DNC action. This means that when recipient presses 9 on his phone, his number will be deleted from contact list.

AMD (Answering Machine Detection) Action:

When it is disabled, it ignores Answering Machine. When hang up is selected, it detects AMD if found then hangup the call otherwise continue normally. Third option is to leave message, it detects AMD if found then play a different message and hangup. It has another field for Message recorded for answering machine.

Settings:

Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration: Maximum allowed duration for each call. after this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


e) Voice Survey Campaign - top

This campaign allows to create surveys and polls. This campaign dials number from contact list, on answer by the recipient, asks a set of questions by playing voice messages and then records their responses (DTMF key or Voice response) from recipient and prepares report for further analysis. In survey campaign, user can create choice based questions that require the call recipient to respond using the key press DTMF function, as well as open-ended questions that require the call recipient to record their message. These recorded voice responses (or feedback) is shown in a list of voice responses in campaign summary survey report. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

survey campaign

Steps to create Survey Campaign

  1. Navigate To Campaign => Campaign Management => Survey Campaign.
survey c
  1. Fill the campaign form a) Set Campaign Name
    b) Set contact Group
    c) Set your recorded message that will be played immediately after the call is received. It could be a message to the recipient that survey is coming next.
survey voice
  1. To create survey Questions:
    a) Select required number of questions under the survey section
    b) For each question select related question recording and click on [Answer Type] drop down. This will allow user to choose between DMTF Response (choice-based closed-ended question) or Voice Response (open-ended question). Choosing DTMF Response will show a link options. Clicking on this link will open a popup window to set answers of this question (next step). If user choose Voice response, it will show a drop down to choose the time in seconds to allow to the recipient to record his response. No further action is required for this question type.

Survey Campaign

  1. If user choose DTMF Response, then this step is required to complete the question. To create Answers of survey Questions:
    a) Set Question title that will be useful for viewing reports of survey campaign.
    b) There are Maximum of 7 possible answers for a questions, "key" is the DTMF key pressed for the answer choice. Action are the default answers for corresponding key like yes, no, not sure.
    c) To set a custom Answer, click [Custom] from the action dropdown. Similarly to unset a key, click [not is use] from actions given against that key. In picture below, answer settings for one of the question is shown.

Survey Campaign

  1. Once questions and their answers are set, Click Save to start survey campaign.
  2. To view question-wise graphical report for survey campaign, navigate to Campaigns => Campaign Summary => select campaign.
summary campaign

Glossary

Campaign:

Name: Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts:

Contact group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter Caller ID type to use with outgoing calls. Caller ID: Enter Caller ID to use with outgoing calls. Caller Name: Enter caller name to use with outgoing calls.

Voice Message:

Select from list of already created / recorded messages.

General Options:

Introductory Message:

When enabled, this field allows the campaign manager to select an introductory message. This introductory message will be played immediately when the recipient receives call.

DNC (Do Not Call) Action:

DNC could be enabled and disabled. When disabled, no action is taken. When enabled, it will set a key "9" for DNC action. This means that when recipient presses 9 on his phone, his number will be deleted from contact list.

AMD (Answering Machine Detection) Action:

When it is disabled, it ignores Answering Machine. When hang up is selected, it detects AMD if found then hangup the call otherwise continue normally. Third option is to leave message, it detects AMD if found then play a different message and hangup. It has another field for Message recorded for answering machine.

Survey Questions:

This field allows user to select number of questions in survey. At the moment, maximum of 10 questions are supported. Once user selected the number of questions, a question field is displayed that allows user to select recorded question and then configure desired responses.

Survey end: This field allow user to select End/Goodbye Message.Message could be enabled and disabled.

Settings: Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration:Maximum allowed duration for each call. after this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


f) Voice IVR Campaign - top

This is an advanced type of campaign. The purpose of this campaign is to broadcast message in the form of IVR (Interactive Voice Response). Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and keypad inputs.This type of campaign dials number from contact list, on answer by the recipient, plays IVR message and on the basis of responses from recipient, it performs some operation or plays some other message. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

IVR campaign

Steps to create an IVR Campaign

  1. Navigate to Messages => IVR => New IVR to create a new IVR. How to create IVR?
  2. Navigate to campaign => campaign Management => Add New => IVR Campaign.
ivr cam
  1. Fill the campaign form with required feilds like:
    a) Campaign Name
    b) Contact Group
    c) IVR
campaign step

Glossary

Campaign:

Name: Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts:

Contact group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter Caller ID type to use with outgoing calls. Caller ID: Enter Caller ID to use with outgoing calls. Caller Name: Enter caller name to use with outgoing calls.

IVR:

Select from list of already created IVRs.

Settings:

Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration: Maximum allowed duration for each call. after this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


g) Voice Appointment Reminder Campaign - top

This campaign places a reminder call to all the contacts in a group. This campaign requires that every contact should have scheduled appointment start time and appointment end time in any of the custom fields in contact form. All calls will be placed before appointment start time. Campaign administrator will set 'reminder call time' in the campaign creation form that will specify how many hours before the appointment start the call will be placed. There is also a 'reminder expiry time' field in the campaign creation form that makes sure no calls should be placed after the expiry time. When admin/user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

voice reminder

Steps to create a Appointment Reminder Campaign

  1. Navigate to Campaign => Campaign Management => Add new AppointmentReminder.
reminder c
  1. Fill the campaign form with required fields like:
    a) Campaign Name
    b) Contact Group
    d) Reminder Message
    e) Appointment Type: Appointment type can be either individual or group.

Individual Reminder
In individual reminder, every contact that is dialed may have different appointment schedule time. Examples of individual appointments are doctor's appointment or lawyer's appointment where each patient/client have different timings for the meeting. Administrator of the campaign will select where the appointments are stored for each contact by selecting the appropriate value in 'Appointment Start Field'. Then admin will select how many hours before the appointment time a reminder call should be placed. Reminder expiry field will ensure that no call should be placed after the expiry time. Campaign schedule will also apply on the calls to ensure legal time calling.

individual c

Group Reminder
In group reminder, a group of people will be dialed according to the campaign schedule time. Examples of group appointments are training attendees or class/school students where all the members of training or class students have time for a training session/class. Administrator of the campaign will himself manage how many days/hours before the appointment campaign should be run. In group appointments, campaign scheduling time will apply for dialling contacts.

group a

Glossary

Reminder information:

Name: Select the name of the contacts to whom had to send reminder message.

Appointment:

Contact Group:

Select contact group/List of phone numbers that this campaign will dial.

Reminder Message:

Select from list of already created IVR Messages.

Caller ID:

Caller ID:Enter Caller ID to use with outgoing calls.
Caller Name: Enter caller name to use with outgoing calls

Appointment Schedule:

Appointment Type: Select the type as "Group Appointment" or the "Individual Appointment".

General Options:

DNC Action: DNC could be enabled and disabled. When disabled, no action is taken. When enabled, it will set a key "9" for DNC action. This means that when recipient presses 9 on his phone, his number will be deleted from contact list.

AMD (Answering Machine Detection) Action:

When it is disabled, it ignores Answering Machine. When hang up is selected, it detects AMD if found then hangup the call otherwise continue normally. Third option is to leave message, it detects AMD if found then play a different message and hangup. It has another field for Message recorded for answering machine.

Settings:

Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration: Maximum allowed duration for each call. after this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


h) Integration Campaign - top

This campaign allows to create Integration. This campaign dials number from contact list, on answer by the recipient, asks a set of questions by playing voice messages and then records their responses (DTMF key or Voice response) from recipient and prepares report for further analysis. In integration campaign, admin can create choice based questions that require the call recipient to respond using the key press DTMF function, as well as open-ended questions that require the call recipient to record their message. These recorded voice responses (or feedback) is shown in a list of voice responses in campaign summary integration report. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

survey campaign

Steps to create Integration Campaign

  1. Navigate To Campaign => Campaign Management => Integration Campaign.
integration
  1. Fill the campaign form a) Set Campaign Name
    b) Set Campaign Contacts c) Set CallerID
integration c
  1. To create integration Questions:
    a) Select required number of questions under the integration section
    b) For each question select related question recording and click on [Answer Type] dropdown. This will allow user to choose between DTMF Response (choice-based closed-ended question) or Voice Response (open-ended question). Choosing DTMF Response will show a link options. Clicking on this link will open a popup window to set answers of this question (next step). If user choose Voice response, it will show a dropdown to choose the time in seconds to allow to the recipient to record his response. No further action is required for this question type.
s offer
  1. If user choose DTMF Response, then this step is required to complete the question. To create Answers of Integration Questions:
    a) Set Question title that will be useful for viewing reports of survey campaign.
    b) There are Maximum of 7 possible answers for a questions, "key" is the DTMF key pressed for the answer choice. Action are the default answers for corresponding key like yes, no, not sure.
    c) To set a custom Answer, click [Custom] from the action dropdown. Similarly to unset a key, click [not is use] from actions given against that key. In picture below, answer settings for one of the question is shown.
s general message
  1. Once questions and their answers are set, Click Save to start integration campaign.
  2. To view question-wise graphical report for integration campaign, navigate to Campaigns => Campaign Summary => select campaign.
summary campaign

Glossary

Campaign:

Name: Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts:

Contact group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter Caller ID type to use with outgoing calls. Caller ID: Enter Caller ID to use with outgoing calls. Caller Name: Enter caller name to use with outgoing calls.

Integration Offers: This field allows user to select number of questions in Integration. At the moment, maximum of 10 questions are supported. Once user selected the number of questions, a question field is displayed that allows user to select recorded question and then configure desired responses.

Integration general message:

This field allows user to select Greeting Message, Offer end message, Detail end message, Confirmation message,Thanks Message and Wrong Message. Each message is selected according to demand.

Integration APIs: This field allow user to select APIs.

Settings: Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration:Maximum allowed duration for each call. after this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected date and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


i) Fax Campaign - top

This option allows user to create Fax Campaign. This type of campaign dial numbers from contact lists and on answer by the recipient, transfers fax documents. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

fax campaign

Steps to create a Fax Campaign

  1. Upload a fax document that user want to broadcast from Messages => Fax document => New document.
fax docu
  1. Navigate to campaign => campaign Management => Add New => Fax Campaign.
fax select
  1. Fill the campaign form with required feilds like:
    a) Campaign Name
    b) Contact Group
    c) Fax Document
fax detail
  1. Click Save to start the campaign

Glossary

Campaign:

Name:

Name of the campaign for identification

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts

Contact Group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID:Enter Caller ID to use with outgoing calls.
Caller Name: Enter caller name to use with outgoing calls

FAX

Fax Document:

Select from list of already uploaded fax documents.

Settings:

Max. Concurrent Channels: Maximum number of concurrent channels that said campaign will support.
Max retries: Max number of retries to contact the said contact.
Max call Duration: Maximum allowed duration for each call. after this duration call will be disconnected automatically , If user is not sure about duration of call let it be maximum number so that it does not effect call conversation.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time

3rd Party Integration:

Request Call End:Select the call to be ended.

Click on "Save" button on top to start the campaign.


j) SMS Campaign - top

This option allows user to create SMS Campaign. This type of campaign dials numbers from contact list and send SMS messages to all recipients. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

sms campaign

Steps to create an SMS Campaign

  1. Create an SMS Message to Broadcast from setting => SMS Messages => New Text.
sms messages
  1. Navigate to campaign => campaign Management => Add New => SMS Campaign.
SMS campaign
  1. Fill the campaign form with required feilds like:
    a) Campaign Name
    b) Contact Group
    c) Text Message
camapign sms
  1. Click Save to start the campaign

Glossary

Campaign:

Name: Name of the campaign for identification.

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts:

Contact Group: Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter Caller ID type to use with outgoing calls.
Caller Name:Enter caller name to use with outgoing calls

SMS:

Text Messages:

Select from list of already created SMS messages.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time


k) Email Campaign - top

This option allows user to create Email Campaign. This type of campaign sends email to the specified email address of each of your contact.

email campaign

Steps to create an Email Campaign

  1. Create an Email Template from Messages => Email Template => New Template and then fill message subject, body and save.
email template
  1. Navigate to campaign => campaign Management => Add New => Email Campaign.
email cam
  1. Fill the campaign form with required feilds like:
    a) Campaign Name
    b) Contact Group
    c) Email Template
email add
  1. Click Save to start the campaign

Glossary

Campaign:

Name: Name of the campaign for identification.

Campaign Mode:

When selected to Normal, it stops campaign after processing all the contacts. When selected to Permanent, it allows campaign to keep running even after processing all the contacts and waiting for new contact in background.

Campaign Contacts:

Contact Group:

Select contact group/List of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter Caller ID type to use with outgoing calls.

Caller Name:Enter caller name to use with outgoing calls

Email Template:

Select an email template that user want this campaign to send from a list of already created Email templates.

Campaign Schedule:

Start campaign:Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected date and time


7) Contacts - top

Allows user to manage contacts. Contacts can be grouped together into a contact group. Contacts are basically telephone numbers to be dialed. A contact group can have telephone numbers of multiple destinations/countries. User can also manage regions, countries, and destinations for call termination to a particular group or contact.

I) Contact Groups - top

Contact group acts a container for contacts of a particular domain. Campaigns in ICTbroadcast also dials contacts from a particular contact group that is selected at the time of campaign creation.

contact group

How to create a contact group?

  1. Navigate To Contacts => Contact Groups => Add New
contact gro
  1. Enter Contact Group Description and Click Save
group title
  1. Next step is to fill contacts in a contact group

Glossary

Group Description:

Title:

Title allows user to distinguish between different contact groups.

Description:

Description allows to further elaborate contact group if title is not enough meaning.

Import Contacts(Optional)

Type of source:

Select source from where you want to import contacts.

II) Contacts - top

A contact is a phone number other personal information.

contact settings

How to fill contacts in a contact group?

  1. Navigate to contacts => contacts
contact gro
  1. There are 2 different ways to add contact.
    *** Add New Contact**
contact detail
**OR*****   Bulk import Contact**
import contacts
  1. Click Save

Glossary

Add new:

Allows user to enter contact in particular contact group by clicking on add new button.

Personal information: Type the "First Name" and "Last Name" of the contact to be added.

Contact Addresses: Type the contact "Phone number","Email", and "Address".

Groups: Select the group from already Available group in the list.

Custom Data: Type the custom data.

Comments/Remarks: Type the comments in the Description.

Import:

Import Contacts From:

This option enables user to import contact list from external text or CSV file by clicking on “import” button. The format of external file needs to be in CSV (comma separated values) format as show below:

923330000000, First Name, Last name, email@domain.com, address, custome value 1, custome value 2, custome value 3, comments

923331111111, First Name, Last Name, other@domain.com, address, custome value 1, custome value 2, custome value 3, comments

Import Contact Info: Select the Target Group. ...

First field is phone number that is mandatory while other fields are optional. Which means user can create a contact list simply using following format:

923300000000 923331111111 ...

Find Duplicate:

This option enable user to find duplicate contacts.

Find Invalid:

This option enable user to find invalid contacts form list. Invalid contacts will be defined as contacts that does not match with pre-selected destinations of contact group.

III) DNC Contacts - top

DNC Contacts are the contacts that user do not want to call. User can apply this DNC list on original contact list and it will filter out and eliminate those contacts from contact list which are present in the DNC list.

DNC Group: Select the DNC group.

Personal Information: Type the "First Name" and the "Last Name".

DNC Address: Type "Phone number", "Email", and "Address".

Comments/Remarks: Type the description.

DNC

8) Messages - top

This is very important area of ICTbroadcast. It allows user to manage Extensions, Trunks, DIDs, IVRs, Recordings, SMS and Faxes. All these options are required when user need to create a campaign. In other words, whenever user want to create a campaign of his/her choice, user first need to come to Messages menu to upload some recordings, SMS or faxes, user may need to add trunks for call termination, user may need DIDs if he/she want to create inbound campaign etc.

I) Recordings - top

This is an area where user will upload recordings. These recordings could be messages, survey questions, introductory message etc. If user don't have recordings. Don't worry, system also provides user with TTS (text-to-speech) feature. Select recording type to Text and write text that user want to play. System will create its recording and that message will be played. System also provides user with a feature to play the sound that user uploaded or written text.

recordings to add

a) Preparing Voice Recording - toptop

The required format of sound file need to 8 Khz sampling rate , 16 bit mono and supported types is wav file. User can use one of following methods to create 8 khz 16 bit mono wav files

a. Microsoft Windows built-in recording tool "Sound Recorder"

  1. Click on "start" button on windows operating system.
  2. Click on "All Programs"
  3. Click on "Accessories"
  4. Click on "Entertainment"
  5. Click on "Sound Recorder"
  6. Record your voice through mic using start and stop buttons
  7. Click on File menu
  8. Click on "Save as"
  9. Enter proper file name
  10. Select "Save as type" as wav file
  11. Click on "Change" button to change format to 8khz 16 bit mono
  12. Upload saved file to ICTbroadcast as new recording

b. TTS (Text-to-speech) programs

Open source solution like espeak, flite and festival and commercial solutions like cepstral, ispeech and voice forge. This feature has been added to new version of ICTbroadcast using festival TTS program. Now user just writes text, its audio will be created by system.

text to add

c. Open source software

Open source software like audacity for audio recording and editing

d. Professional voice overs

Professional voice overs from professionals from providers like voice123

Steps to Create Recordings

  1. Messages => Recordings => Add New.
message record
  1. Select recording source.

a) File

file to r

II) Fax Documents - top

This is an area where user will manage fax documents. User can also preview fax documents once they are uploaded.

Steps to create Fax Document

  1. Navigate To Messages => Fax Document => Add New.
fax doc
  1. Enter Document name and description.

  2. Fax document is to select "Fax Quality" and choose file of fax document ( pdf, tiff).

fax document

III) SMS - top

This is an area where user manages SMS messages. Following form is simple and just requires Text Title for message, description if any, and SMS message that user want to broadcast.

Using Tokens in SMS Messages:

In SMS, user can use tokens while creating an SMS. Tokens are useful when customer specific information is required. For example, using customer's name, address or email address in the SMS. Following pattern is allowed for using tokens:

[contact:first_name]

When ever above pattern is used, it means first name of contact will be replaced at this place. Similarly, you can use [contact:last_name], [contact:custom1], [contact:custom2], [contact:email] etc. You can use all the fields of ICTbroadcast contact as tokens. Following is a list of Tokens that can be used in SMS Messages:
[campaign:callerid]
[campaign:callerid_name]
[contact:first_name]
[contact:last_name]
[contact:phone]
[contact:email]
[contact:address]
[contact:custom1]
[contact:custom2]
[contact:custom3]
[contact:description]

Steps to create SMS Messages

1.Navigate To Messages => SMS => Add New.

new SMS

SMS Messages

IV) Email Template - top

Here user can create various email templates for Email broadcasting campaigns. Email template is a sample email text where user can provide subject of the email, email body, alternate email body (optional, If receiver don't have HTML support), file attachments, use custom tokens in place of receiver's name, email and contact information etc. Once email template is complete, user can use it to send to its contact list.

Template name:

Name of the template as it appears in campaign form

Description:

description of the template (optional)

Subject:

Subject line of the email that user wanted to send to its contact list

Message Body:

Actual message (email body) to send

Alternate Message:

Alternate message without any HTML tags (optional)

File/Image:

Any number of attachment files to send with email. To attach a file, select it from choose file field and click save button at the top of the page. To remove an attached file, simply check the select box against it and click save at the top of the page.

Using Tokens in Email Templates:

Tokens are useful when customer specific information is required. Following pattern is allowed for using tokens in email templates:

[contact:first_name]

When ever above pattern is used, it means first name of contact will be replaced at this place. Following is a list of Tokens that can be used in Email Templates:
[campaign:callerid]
[campaign:callerid_name]
[contact:first_name]
[contact:last_name]
[contact:phone]
[contact:email]
[contact:address]
[contact:custom1]
[contact:custom2]
[contact:custom3]
[contact:description]
Plus two extra tokens that can only be used in email templates are:
[url_confirm_yes]
[url_confirm_no]

Steps to create Email Templates

1.Navigate To Messages => Email Template => New template.

email t

Email Templates

V) IVR - top

IVR stands for Interactive Voice Response. It allows system to read custom information using text-to-speech or recorded message and to detect keypad inputs. IVR can be used to build systems such as virtual receptionists, custom appointment reminders, and advanced telephone surveys.

a) Introduction to IVR Designer - top

IVR Designer allows you to create advanced telephony systems with a simple drag-and-drop interface. The user can pick any application from the toolbar area, then drag it to the main drawing area and drop it. This will create that application at the dropped location. Its drag-and-drop interface makes it easy for users to create voice response applications in a web browser. IVR Designer's toolbar contains the applications to create an IVR. Following is a brief description of each of those application.

IVR Designer

Using Tokens in IVR Applications

Tokens are variables that replace their value dynamically while campaign is run. Tokens have predefined way to use. Some IVR applications allows you to enter or select tokens. IVR designer allows a specific pattern for using tokens which is described below:

[contact:first_name]

Whenever above pattern is used, it means first name of contact will be played. Similarly, you can use [contact:last_name], [contact:custom1], [contact:custom2], [contact:email] etc. You can use all the fields of ICTbroadcast contact as tokens. Currently, TTS, Say Alpha, Say Digit, Say Number, Say Date, and Say Time applications support using tokens. Following is a list of Tokens that can be used in IVR Applications:
[campaign:callerid]
[campaign:callerid_name]
[contact:first_name]
[contact:last_name]
[contact:phone]
[contact:email]
[contact:address]
[contact:custom1]
[contact:custom2]
[contact:custom3]
[contact:description]

Description IVR Applications

Call Answer:

Call answer applications answers an incoming call

Answer


Call Hangup:

Hangup application forces a call to be disconnected.

Hangup


Get Input:

get any input request from your IVR.

Get Input


Play Audio:

Plays a sound file. You can use a sound files from Recording section in the Messages area.

Play Audio


Call Transfer:

The Transfer application connects the active call to a specified phone number of an agent. This number is referred as Extension number in ICTbroadcast.

Transfer


Call Record:

The Record application can either create a recording, which starts with a beep and ends with the user pressing pound, or it can record the remainder of the call.

Record


Options Menu:

Options Menus are used to gather keypad input from the user. Each menu node requires at least one "Play" node to present options to the user, and one or more "Key Press" nodes to handle the incoming key presses.

Options


Answering Machine Detection (AMD):

It detects after answering of a call whether it is Human or Machine. Then on the basis of this decision, user can perform any action.

AMD


Do Not Call (DNC):

DNC Application add a number to DNC list.

DNC


Text-To-Speech (TTS):

TTS application allows user to enter text that will be played as sound.

TTS


Say Alpha:

Say Alpha application allows you to enter alphanumberic value or select some variable and then plays that value.

Say Alpha


Say Digit:

Say Digit application allows you to enter digits or select some variable and then plays that value.

Say Digit


Say Number:

Say Number application allows you to enter some number or select some variable and then plays that value.

Say Number


Say Date:

Say Date application allows you to enter date or select some variable and then plays that value.

Say Date


Say Time:

Say Time application allows you to enter time or select some variable and then plays that value.

Say Time


Set Caller ID:

As the name suggests, this application sets callerid for outbound calls. You can also use callerid when call is transferred. However make sure that callerid application should be placed before transfer application.

Say Time


a) Creating IVR Applications - top

In this section, working examples are given that demonstrate how IVR designer and IVR applications can be used to create various IVRs. These IVRs then can be attached to a campaign for broadcasting.

Glossary

IVR Application: A unique IVR element within IVR Desinger containing a specific function. E.g. Play Audio plays .wav recording. Call Hangup will disconnect the call.
IVR (IVRs): A complete IVR that contains one or more IVR Applications (elements) linked together. It is saved as a record, can be edited later and is available to be attached to a campaign.

How to Create IVR Through Web based Designer?

  1. Navigate to Messages => IVR => New IVR.
  2. Set IVR Name.
new IVR
  1. Drag and Drop Applications from toolbar area to the drawing area.

Creating IVRCreating IVR

  1. To Link one Application to other Applications, move the pointer to small rectangle at top left of Application. Press and hold down the button on the mouse.

Creating IVR

  1. Drag and Drop it over other Application by releasing the button.

Creating IVR

  1. To Remove link, Select the destination pointer of link that user wanted to remove. Drag it the source Application and drop it over the source Application.

Creating IVR

  1. To set Application settings, click on the small pencil at the bottom left of the Application.

Creating IVR

  1. This will open a popup window. Every Application has different parameters settings. In the example below, TTS application properties popup is shown.

Creating IVR

How to use Play Audio Application in IVR?

  1. Create New IVR => Drag and Drop Play Audio Application to Drawing Area.
  2. From popup window of Play Audio Applications. Select the required recording from drop down menu and Click Apply to save.

Play Audio IVR

  1. Link start Application with the Play Audio Application by dragging and dropping "Start Application" link on the "Play Audio Application". Click Save button on page menu to save this IVR.

Play Audio IVR

How to use Text to Speech (TTS) Application in IVR?

  1. Create New IVR => Drag and drop TTS Application to Drawing Area.
  2. In popup window, write the text that user want to play, and then click apply to save.

TTS IVR

  1. Link start Application with the TTS Application by dragging and dropping "Start Application" link on the "TTS Application". Click Save button on page menu to save this IVR.

TTS IVR

How to use SayAlpha Application in IVR?

  1. Create New IVR => Drag and drop SayAlpha Application to Drawing Area.
  2. From the popup window, user can select predefixed variables whose value will be played by this application. User can also select custom from dropdown menu. This will allow user to write alpha numeric value in the text box.

SayAlpha IVR

  1. Link start Application with the SayAlpha Application by dragging and dropping "Start Application" link on the "SayAlpha Application". Click Save button on page menu to save this IVR.

SayAlpha IVR

How to use SayDigit Application in IVR?

  1. Create New IVR => Drag and drop SayDigit Application to Drawing Area.
  2. From popup window, user can select predefined variables who value will be played by this application. User can also select customer option from dropdown menu. This will allow user to write only digits ( 0 - 9 ) in the text box. Click Apply to save.

SayDigit IVR

  1. Link start Application with the SayDigit Application by dragging and dropping "Start Application" link on the "SayDigit Application". Click Save button on page menu to save this IVR.

SayDigit IVR

How to use SayNumber Application in IVR?

  1. Create New IVR => Drag and drop SayNumber Application to Drawing Area.
  2. From the popup window, user can select predefined variables whose value will be played by this application. User can also select custom from dropdown menu. This will allow user to write only number (0 - 9 and " . ") in the text box. Click Apply to save.

SayNumber IVR

  1. Link start Application with the SayNumber Application by dragging and dropping "Start Application" link on the "SayNumber Application". Click Save button on page menu to save this IVR.

SayNumber IVR

How to use SayDate Application in IVR?

  1. Create New IVR => Drag and drop SayDate Application to Drawing Area.
  2. From the popup window, user can select predefined variables whose value will be played by this application. User can also select custom from dropdown menu. This will allow user to Select time ( mm:dd:year ) from the given field below. Click Apply to save.

SayDate IVR

  1. Link start Application with the SayDate Application by dragging and dropping "Start Application" link on the "SayDate Application". Click Save button on page menu to save this IVR.

SayDate IVR

How to use SayTime Application in IVR?

  1. Create New IVR => Drag and drop SayTime Application to Drawing Area.
  2. From the popup window, user can select predefined variables whose value will be played by this application. User can also select custom from dropdown menu. This will allow user to Select time ( Hour: Minute ) from the given feild below. Click Apply to save.

SayTime IVR

  1. Link start Application with the SayTime Application by dragging and dropping "Start Application" link on the "SayTime Application". Click Save button on page menu to save this IVR.

SayTime IVR

VI)Email Footer- top

Email footer is bottom section of e-mail message that contains information that does not change from one e-mail to another. Email footer will usually contain company's mailing address, phone number, e-mail contact address, Web site link, and often unsubscribe links or directions.

  1. To add a new Footer click on "Email Footers" on sub menu bar.
  2. Click on "New Email Footer"
  3. Enter "Email Footer Info"
  4. Enter "Email Footer Details"
  5. Click on "Save" button.
email footer

9) Billing - top

ICTbroadcast Service Provider edition provides a complete Billing package. Administrator has all the privileges to add Regions, Countries, Destinations, Routes, Rates and Payments.

I) Regions - top

Regions are continents and some part of continent. e.g. Eeastern Europe, Central Asia etc.

  1. To add a new Regions click on "Regions" on sub menu bar
  2. Click on "New Region" to add new region
  3. Enter "Region Code" (any unique alphanumeric)
  4. Enter "Region name"
  5. Click on "Save" button at top

Region

II) Countries - top

  1. To add new Country click on "Countries" on sub menu bar
  2. Click on "New Country" to add new region
  3. Enter Country Name
  4. Enter Country Code (Any unique identified)
  5. Enter Country Dialing Code. This will be a comma separated list of all dialing codes to that country e.g. UK can have 44 or 44,442 etc
  6. Select Region
  7. Select Time zone
  8. Click on "Save" button at top

Countries

How to create local prefixes?

By default ICTbroadcast is configured on international prefix format, if admin decide to use ICTbroadcast only for local destination and want to avoid extra (international prefix) digits, then admin can use following instruction to setup local or custom prefix system.

Clean all Existing Settings

  1. remove all routes
  2. remove all rates
  3. remove all destinations
  4. remove all countries

Setup Custom Prefix System

  1. Create new country for which you want to create local prefixes
  2. Provide all prefixes unique to that country in comma seperated list under "Country Dialing Code" field like "1204,1250,1289" for Canada or "923,92" for Pakistan
  3. Create required destinations
  4. Create rates
  5. Create routes

NOTE: while creating destination please make sure that initial digit of prefix can match with some "Country Dialing Code" in country like if "Pakistan Mobilink" destination has "92300" then it is OK as we have "923" in "Country Dialing Code"

III) Destinations - top

  1. To add new Destinations click on "Destinations" on sub menu bar
  2. Click on "New Destinations"
  3. Enter Description of destination
  4. Enter Prefix of destination
  5. Select Carrier type from list
  6. Select Country from list
  7. Select"Time Zone" from list
  8. Click on "Save" button at top

Destinations

IV) Rates - top

  1. Click on "Rates" on sub menu bar
  2. Click on "add new Rate" to add new rate
  3. Select the " Rate Plan".
  4. Select "Services".
  5. Select Billing Block (Mostly 60 seconds billing block are used)
  6. Enter Rate for given billing block
  7. Select First interval (If call duration is less than first interval , call charges will be made according to first interval)
  8. Select Increment interval (If call duration is greater than first interval, call charges for extra time will be charged accordingly )
  9. Select Region
  10. Select Country
  11. Select one or multiple Destinations
  12. Click on save button to save new rates

Rates

Steps to create Rates

  1. Billing => Destinations.
  2. Use "Add New" for adding destinations one by one. For Bulk import use "import" option to import destinations.
billing d
  1. To set rates for your destinations Navigate to billing => Rates.
  2. To set Rates you can use "New Rates" option that set one rate at a time.
billing r
  1. To set bulk rates, use import option. click on import, Select rate plan, select service and then upload your CSV file containing rates sample CSV is attached in the import form of ICTbroadcast.
rate p
rate import

V) Rate Plans - top

  1. Click on "Rate Plan" on sub menu bar
  2. Click on "New Rate Plan" to add new rate
rate plan

Steps to create Rates

  1. Billing => Rate Plans.
  2. Use "New Rate Plan" button.
  3. Select "Rate Plan Name"
  4. Type "Description'
  5. Click on "Save" button.
rate plan new

VI) Routes - top

  1. Click on "Routes" on sub menu bar
  2. Click on "add new Route" to add new route
  3. Select Service type
  4. Select Trunk
  5. Select Region
  6. Select Country
  7. Select one or multiple Destinations
  8. Click on save button to save new route

Routes

Steps to create Routes

  1. Billing => Destinations.
  2. Use "Add New" for adding destinations one by one. For Bulk import use "import" option to import destinations.
billing d
  1. To set routes for your destinations Navigate to billing => Routes
billing routes
  1. To set routes one by one you can use "New Route" option that sets routes one at a time.
select route
  1. To set bulk routes, you can use import option. Click one import, select your service, select your desired trunk and then upload your CSV file containing destnation.
import route

How Routing Works?

Voice Interactive Campaign

VII) Payments - top

  1. To add new payment Click on Payments ==> Payments ==> Add new payment
payment b
  1. Paid by: Select User to top up balance
  2. Comments: any comments
  3. Total paid amount: Enter amount paid by user
  4. Payment type: Select payment type
  5. Date: Enter payment date
  6. Select one or multiple Destinations
  7. Click on save button to save new route
new payments

10) Administration - top

I) User Management - top

ICTbroadcast Service Provider edition has two basic user roles i.e. Administrator and User. Administrator has all the privileges where as User has some restrictions which includes user management, trunks management, Extensions, DIDs, regions, countries and destination management etc. Following form shows User Management area for Administrator. Administrator can manage user and assign resources to users like Assign Extensions and Assign DIDs.

Resource Allocation

a) Assign Resources - top

Administrator can assign resources to the user. Resources include 'Timeslot' and 'Weekday' to run campaigns. User will only run campaign in the allotted time range and weekdays. As soon as the range is crossed, the running campaigns are stopped immediately. Administrator can also set the permissions for using Fax, Survey and Interactive campaigns.

Assign Resources

b) Assign Extensions - top

Administrator can assign extensions to the user.

Assign Extension

c) Assign DIDs - top

Administrator can assign DID to the user.

Assign DID

d) Assign Access No - top

Administrator can assign Access No to the user.

a number

e) Create User - top

Following form below shows the fields required to create a role.

User Management

II) Agent/Extensions - top

Agent/Extensions form allows user to enter extension name, password, SIP or IAX protocol, and forwarding. This setting is required for Agent Campaigns or Interactive Campaigns. User can forward any extension to external call center or IVR System.

agent extension

III) Gateways - top

Service Provider/Trunks is basically a call termination point. A trunk is an interface that enable users to connect with interested recipients using VOIP or PSTN networks. So user will provide trunk details here.

Trunk:

Trunk Name: Name of the trunk
Type: Inbound, Outbound, or Inbound and Outbound both
Status: Active or Disabled
Weight: weight sets priority of trunk. Trunks will lower values will be preferred from others while doing route selection Node:Select the type of nodes.

Technical Informations:

Gateway type:Asterisk for Voice/Fax, Kannel for SMS, and SwiftMail for Email

Outbound configuration: CPS limit:Select the limit Max Channel Capacity:Number of maximum channel allowed
Dial Prefix: If any prefix required by this trunk

Caller ID: Caller ID Format:Select the Format Caller ID Title Format:Select the Title

Trunk Configuration:

Protocol Type: IAX or SIP
Register String: Only if asked or required by trunk
Setting: Type, host, user and password for connecting to this trunk

Dial String(default):

  SIP dial string: SIP/%phone/%trunk 
  IAX dial string: IAX/username/%trunk/%phone
  Kannel dial string: to=%phone&smsc=%trunk

New Service provider Trunk

a) Voice Trunk Configuration - top

In this section, sample trunk configurations and settings are provided that should make it easier for the non-technical users to setup its gateways. Following are the sample Trunk configurations to set up a voice gateway.

Protocol Type:

SIP (for IAX you might need different settings)

Register string:

username:password@hostname.or.ip

Settings:

host=hostname.or.ip username=username secret=password

any further asterisk related settings as per your provider requirement

Dial String:

SIP/%phone@%trunk (for IAX: IAX2/%trunk/%phone)

b) Fax Trunk Configuration - top

Following are the sample Trunk configurations to set up a fax gateway.

Protocol Type:

SIP (for IAX you might need different settings)

Register string:

username:password@hostname.or.ip

Settings:

host=hostname.or.ip username=username secret=password

for fax following parameters can be used to improve quality

allow=alaw,ulaw t38pt_udptl=yes

any further asterisk related settings as per your provider requirement

Dial String:

SIP/%phone@%trunk (for IAX: IAX2/%trunk/%phone)

b) SMS Trunk Configuration - top

Following are the sample Trunk configurations to set up an SMS gateway.

Settings:

smsc = smpp host = hostname.com port = 9000 transceiver-mode = yes smsc-username = USERNAME smsc-password = PASSWORD max-pending-submits = 10 system-type = VMA

any further kannel related settings as per your provider requirement

Dial String:

to=%phone&smsc=%trunk

b) Email Trunk Configuration - top

Following are the sample Trunk configurations to set up an Email gateway. There are three different settings an email gateway can be setup i.e. Sendmail, smtp and mail as given below. Write any one of these in the settings field while creating a trunk.

Sendmail settings:

type = sendmail command = /usr/sbin/sendmail -bs

SMTP Settings:

type = smtp host = hostname.com port = 25 encryption = tls # or ssl username = usee@domain.mail password = PASSWORD

Mail Settings:

type=mail

Steps to create Trunks

  1. Administration => Gateway => New Trunk.
admin gateway
  1. Fill the new trunk form:
    a) Trunk Name
    b) Type: outbound, inbound or both
    c) Status: Active or Disabled
    d) Weight: -10 to 10. Trunk with low weight has high priority.
    e) Gateway Type: Asterisk / Kannel / Swift Maler.
    f) Cps (call per second) limit.
    g) Max channel capacity.
    h) Protocol Type: Sip / IAX.
trunk added

IV) Inbound DIDs - top

DID number is the number that caller will dial and the system will receive that call. Following form allows user to enter DID number, its description, and the DID application that is selected to "Assigned to ".

DID

V) System Configuration - top

This is the main configuration options area for the ICTbroadcast system. Admin can change these options. Some of the these options are application specific and don't need to change too often e.g. Database, Asterisk and Kannel. Following is a brief description and usage of each of these options:

Web Site:

It allows admin to change various options related to the Web site URLs and appearance.
a) Website Title allows to set custom title of ICTbroadcast.
b) Domain Name allows to set custom host/domain name. This option creates a link at title/logo of ICTbroadcast header.
c) Website base URL tells where on the web server ICTbroadcast can be located (directory path at web server).
d) Front page URL allows to set custom first page title. It can be helpful to redirect user to some custom page.
e) Website cookie Name is the cookie (temporary text file) that is stored at the client machine.
f) Default Language allows to set default language for ICTbroadcast system.
g) Running As tells the status of the ICTbroadcast system whether it is demo or live
_h)TTS engine_select the type.

List/Reports:

Set options to display lists and reports.
a) Items per page: Items to display in a list at a time (pagination).
b) Amount Precision: Display amount (currency) digits of precision.

Asterisk:

It tells the configuration options for connecting to the asterisk server.
a) AMI Host: IP address (alias) where database is hosted.
b) AMI Port: Port of the database to connect to.
c) AMI Username: Name of the user to connect to asterisk.
d) AMI Password: Password of the above user to connect to asterisk. _e)TTS engine_select the type. _f)Monitor QoS_As enabled or disabled.

Kannel:

It tells the configuration options for connecting to the kannel server.
a) Kannel Host: IP address (alias) where kannel is hosted.
b) Kannel Port: Port of the database to connect to.
c) Kannel Username: Name of the database user to connect to kannel.
d) Kannel Password: Password of the above user to connect to kannel.
e) URL path for sendsms: Path to the sendsms library of Kannel.
f) Kannel Message Size: Size of the Kannel message.

Campaign:

It allow to configure global options for all the campaigns.
a)Maximum Survey question:Maximum number of questions allowed in per survey campaign. b)Maximum Subscription offers:_Maximum number of offers allowed in per Subscription campaign. _c) Default CallerID: Sets default caller id for outbound campaigns. Admin can set any value here and it will be used as global caller id. Admin can also use tokens (variables) here such as [campaign:callerid]. It tells system to use caller id set by individual campaign.
d) Default CallerID Name: Set default caller id title for outbound campaigns. Similar to above, admin can use any value or token ([camapign:callerid_name]) in this field
e) CallerID on Transfer: Set caller id on transfer. For example, when call is transfered to call center / Agents. Admin can use [contact:phone] to show call recipients phone number when they are transfered to agents.
f) Keypress Timeout: Max time to wait for user to allow him to press his desired key.
g) Channel Incremental: Per step channel incremental while increasing or decreasing channels of running campaigns.
h) DNC Key: Call recipient will have to press this key on his dialpad to add his number to DNC.
i) Global DNC :_If enabled then contact will be checked again. _j) Message Replay Key: Call recipient will have to press this key on his dialpad when he wants to receive current IVR message.
k) Auto Message Replay: If call recipient fail to reply then automatically repeat IVR message.
l) Max Message Replay: After this number of repeat tries current IVR message will be skipped.
m)Block Cell:Select the number to disable or enable. n)Channel per Campaign:Maximum number of channels for each campaign. _o) Max Allowed Call Retries: Set maximum number of call retries option. If set to disabled, then Max Retries option will not be displayed on campaign form.
p) Repeat Contacts: Set how contact will be repeated to dial. Whether to repeat all contacts or just repeat those which are marked fail on previous attempt.
q)Call monitoring:_Number of calls monitoring

Messages: Invalid message recording:_ Please select a recorded message, which will be played when user failed to enter valid option.

Enforce email footer:_ If enabled each user will be enforced to include a predefined email footer in each outgoing email.

APIs:

It sets the configurations related to APIs
a) Security Key: Security key for connecting to the ICTbroadcast API services.

User Portal:

It sets configuration options for the user portal
a) User Portal: Enable or disable user portal.
b) API URL: Sets url for the API services
c) Account URL: Sets user account url
d) Login URL: Sets Login url
e) Logout URL: Sets Logout url

system config

11) My Account - top

I) My Account - top

This form provides account info, account status, personal information, contact information, and time zone settings.

account

II) Change Password - top

User can change password in My Accounts -> Change Password form as shown below. Pin code is required for phone call authentication like voice,Recording via call.

password

III) License Upgrade - top

If user have received our License Key, he/she can upgrade it to the system.

License Upgrade

IV) Payments - top

User update the payment list of Accounts.

list of payment

12) Reports - top

I) CDR Summary - top

CDR (call detail record) Summary presents the summary of each call placed of every campaign. Call Detail Report (CDR) gives you all the details about every call made during your campaign, how long it lasted, and how much it cost. CDR lists show the list of the successful calls made. If you want to analyze and find how many calls were answered and how many calls were failed, then you'll see Campaign Statistics. CDR Summary provides user a chart view of campaign status. It shows the Answered calls, Not Answered calls, Failed, Not Called, congestion etc

II) CDR - top

Call Detail Report (CDR) gives all the details about every call placed by a campaign, how long it lasted, and how much it cost. CDR lists are the successful calls made. If you want to analyze and find how many calls answered and how many calls were failed, then you should see Campaign Summary.

CDR

III)Queue Statistics- top

Queue Statistics shows the list of numbers added in queue while the call was in process. It gives the information about the offline agents, ready agents, busy agent, maximum calls and the maximum wait.

queue1

IV)Live Statistics

Live Statistics shows the information about currently processing calls. It shows the campaign, Agent, Extension, Status, Duration, time when agent logged in, For how much time the agent is login and operations.

live stat

V)Agent Statistics

Agent Statistics shows the overall summary of each Agent. It shows the agent login time, logout time, the time that agent take to answer the calls and each and every thing that we want to monitor about the agent. We can also filter out the desired agent result of some selected date.

agent stat

VI)Campaign Statistics

Campaign statistic shows the detail of the each campaign. The list of the Campaign will be displayed. We can also filter the desired result according to our own need and requirement.

campaign stat

13)Agent Evaluation- top

Agent Evaluation report shows the CDR summary associated with each extension. It shows the agent talk, ring and hold time. Through agent evaluation we can evaluate the performance of the agents. We can also filter out the desired result of the selected agent at some selected date.

evaluation1

I)Evaluation Report

Evaluation Report shows the list of the agent performance. It shows the call duration and the comments of each call. We can also filter out the result of the desired agent and the desired extension. It also provides the option to export and print the result.

ereport

II)Evaluation Report(Item)

Evaluation Report (Item) shows the list of the calls that were flag. During the process of calls there are unlimited calls taking place at a time and it is difficult to maintain all calls just few from these calls are flaged.

14) Miscellaneous - top

I) DNC - top

Working with DNC.

  1. Navigate To Campaign => Campaign Management => Add New=> select any Campaign.
DNC cam
  1. Fill the form as required fields:
    Select Action on DNC.
    When enabled, on key press 9 recipient number will be deleted from contact list. when disabled, Nothing will happen.
dnc action
  1. Click Save to start the campaign

II) AMD - top

Working with AMD.

  1. Navigate To Campaign => Campaign Management => Add New=> select any Campaign.
DNC cam
  1. Fill the form as required fields:
    Select Action on AMD.

  2. When option hangup is selected, call will be hanged up. When machine is detacted. When leave message to selected, then selected recording message will be played on detection of answering machine.

amd act
  1. Click Save to start the campaign

ICTbroadcast Team

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