ICTBROADCAST Tenant Guide

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Tenant Guide:

Thank you for selecting ICTBroadcast. If you have any questions that are beyond the scope of this help file, please feel free to contact us. Click here or email directly at [email protected]

Table of Content

1. Overview

2. Roles

i) Administrator Role

ii) Client Role

iii) User Role

iv) Agent Role

3. Modes

i) Outbound Mode

ii) Inbound Mode

iii) Permanent Mode

4. Setup of ICTBroadcast

i) Login as a Tenant

ii) Add New Users

iii) Add New Campaigns

iv) Add New Agents

v) Add New Contacts

vi) Add New Recordings

5. Dashboard

i) System Status

ii) My Campaigns

6. Campaigns

i) Campaign Management

Add New Campaign

i) Voice => Agent Campaign

ii) Voice => Integration Campaign

v) Voice => Message Campaign

vi) Voice => Appointment Reminder Campaign

vii) Voice => Survey Campaign

7. Contacts

i) Contact Groups

ii) Contacts

iii) DNC Contacts

8. Messages

i) Recordings=>Preparing Voice Recording

ii) Fax Documents

iii) SMS

iv) Email Templates

v) IVR=> Introduction to IVR Designer=> Creating IVR Applications

vi) Integrations

vii) Message Designer

viii) Dialogue/ Scripts

ix) Disposition

10. Administration

i) User Management

iii) Agent/Extensions

v) Inbound DIDs

11. My Account

i) My Account

ii) Change Password

iii) Payments

12. Reports

i) Overview

ii) CDR Summary

iii) CDR

iv) Call Recording

v) Queue Statistics

vi) Live Statistics

vii) Agent Statistics

viii) Campaign Statistics

13. Agent Evaluation

i) Evaluation Form

ii) Agent Evaluation

iii) Evaluation Report

iv) Evaluation Details

v) Evaluation Summary

1. Overview:

ICTbroadcast is white label, multilevel and multi-tenant unified communications contact center and telemarketing software supporting Voice, SMS, Fax, and Email communications technologies suitable for SMBs and Service Providers. ICTbroadcast has smart autodialer and smart predictive dialer capabilities. It enables service providers to offer their users call center and telemarketing services.

It can be scaled to blast thousands of simultaneous calls using VoIP or PSTN. ICTbroadcast can handle most telemarketing and call center scenarios. It is simple, reliable, and easy to use and has a user-friendly web portal to manage.

How to prepare ICTBroadcast:

2. Roles:

ICTBroadcast support the following roles Admin, Client, User, and Agent.

i)Administrator Role:

This role manages overall system resources like managing users, clients, agents, billing, configuring trunks, making payments, adding new destinations, setting routes, rates, gateways, and, most importantly, allocating available extensions, inbound DIDs, and channels to users.

ii) Client Role:

The client role is a manager or tenant whose purpose is to manage users centrally under his organization. This role enables the client to create users and assign resources to these users and also utilize resources centrally. E-resources. Resources include ‘Timeslot’ and ‘Weekday’ to run campaigns. It also allows clients to assign extensions and DIDs.

In the “Allowed Time Slot to run a campaign,” section client selects a time range. Campaign dial contact in the selected range. In the “Allowed Weekdays” section client fixes days. In the “Permission” section client sets our permission.

iii) User Role:

This role is enabled the user to manage his contacts, voice recordings, and scheduling of campaigns, manage fax documents, make payments, view his/her balance, and view Call Detail Reports and IVR. It also enables users to broadcast their message and interact with desired recipients by creating different types of campaigns and viewing results/statistics.

iv) Agent Role:

This role embeds a WebRTC-based VoIP Phone in the browser, which will remain connected to the central server. It is also responsible for inbound and outbound calls, transfer calls, and sending DTMF. An agent can access contents and contacts from a single application.

3. Modes:

ICTBroadcast supports the following three modes of operation with all voice-based campaigns of ICTBroadcast as listed below:

i) Outbound Mode:

Outbound mode is the default mode of all ICTBroadcast campaigns. All ICTBroadcast unified auto-dialers perform outbound calling as their default mode, originate calls toward remote destinations, and complete required operations and actions on said calls. For example, in a survey campaign, an outbound mode will generate a call, and when the call gets answered, pre-recorded voice-based questions will be played, and the call recipient will be asked to respond through DTMF or voice recordings. Later these responses will be reported back as a summary or full details to the admin.

ii) Inbound Mode:

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

iii) Permanent Mode:

The endless mode requires REST API. With this mode activated, the campaign always remains in listening mode. It accepts contact number from an external application using Rest API in real-time and add said contact into the contact list of the campaign, and said contact is called real-time and necessary action performed on it, ICTBroadcast Rest API is used to automate a business process, and we can integrate any third-party applications with ICTBroadcast using these APIs.

4) Setup of ICTBroadcast

To configure ICTBroadcast, follow the steps given below:

i)Login as a Tenant:

ICTBroadcast allows the tenant to log in firstly as admin, then go to administration from the main menu, t go to client management from the sub-menu.

Click on the new client button to show a form shown in the figure below.

Fill in all the required fields like “Client,” “Personal Contact Info,” and “Local Setting.”

Then again, go to administration, and click on user management from the sub-menu.

Click on add new user. It will show an interface.

Fill in all the required fields like “User name” and select “Owned by,” which clarifies that the user works under admin, user, client, or agent from the drop-down list.

Write max allowed channels.

Select the user role which you want.

Write Password from the required field.

Type E-mail in the field box.

Click on the save button to save the user.

For login as a Tenant:

Type the user’s name and password and click the “log in” button. As the tenant logs in, a message appears “Logged in successfully.”

ii) Add New User:

ICTBroadcast allows to add new users by going to the “Administration” in the menu bar, then clicking on the “User Management” button, then clicking on the “Add New” button. A form will appear. Type the detail given in the state as “User Name,” “Active Status,” “User Role,” “Password,” and “Personal Contact Information.”

Click on the “Save” button to save New User.

iii)Add New Campaigns:

ICTBroadcast in this area allows for creating a new campaign by going to the “Campaigns” in the menu bar. Click on “Campaign Management.” Click on the “Add new button. A list of campaigns appears. Select the drive that you want to be created.

iv)Add New agents:

ICTBroadcast allows you to add new Agents by going to the “Administration” in the menu bar, then clicking on the “Agent/Extensions” button, then clicking on the “Add New Extension” button. A form will appear to type the detail given in the state as “Extension or” or “Agents.”

Click on the “Save” button to save New Agent.

v) Add New Contacts:

ICTBroadcast allows you to add a new contact by going to the “Contacts” in the menu bar, then clicking on the “Contacts” button, then clicking on the “Add New” button. A form will appear to type the detail given in the state as “Personal Information,” “Contact Addresses,” “Groups,” “Custom data,” and “Comments/Remarks.” Click on the “Save” button to save the contact.

vi) Add New Recordings:

ICTBroadcast allows uploading recordings, SMS messages, fax, and email documents in this area. These could be messages, survey questions, introductory messages, etc. If tenants don’t have recordings. Don’t worry, and the system also provides tenants with TTS (text-to-speech) feature.

5. Dashboard:

The dashboard is a system monitoring page, and it shows critical live statistics of the overall system described below:

i) System Status:

It will show total logged-in users, total active Campaigns, and total active channels using the ICTbroadcast.

ii) My Campaigns:

My Campaigns shows the number of active campaigns, how many will be dialed, answered, or failed, and the total number of active channels.

6. Campaigns:

Tenants can click on the “Campaigns” tab on the main menu bar to access this functionality. In addition, there are Campaign Management and Inbound Campaigns, and Default Settings.

i)Campaign Management:

When the tenant clicks on the Campaign Management menu, it will open a page as shown below. Here tenants have various options for campaign management.

Add new:

Tenants can create a new campaign (see section Add new campaign above).

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 called contact entered.

Delete Selected button: Deletes selected campaigns.

Add New Campaign:

Tenants can access this option from:

  1. Click on the “Campaign” tab.

  2. Click on the “Campaign Management” tab.

  3. Click on “Add New”

  4. Select the type of campaign (e.g., Agent, IVR and Integration).

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

i)Voice Agent Campaign:

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

The general parameters that need to fill out for this campaign are:

Campaign:

Name: Name of the movement for identification.

Campaign Mode:

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

Campaign Contacts:

Contact group: Select the contact group/list of phone numbers that this campaign will dial.

Caller ID:

Caller ID Type: Enter the 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:

This field allows the campaign manager to select an introductory message. This initial message will be played immediately when the recipient receives a call.

DNC (Do Not Call) Action:

DNC could be enabled and disabled. When disabled, no action is taken. It will set a key “9” for DNC action when enabled. This means that when the recipient presses nine on his phone, his number will be deleted from the 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 hangs up the call; otherwise usually continues. The third option is to leave a message, and it detects AMD. If found, then play a different message and hang up. It has another field for messages recorded for the answering machine.

Settings:

Max. Concurrent Channels:

A maximum number of simultaneous channels that said the campaign would 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 the tenant is unsure about the time of the ring, let it be the maximum number so that it does not affect the call conversation.

Campaign Schedule:

**Start campaign: **

Schedule campaign starts it has following options.

  1. Immediately: Start the campaign immediately just after creation.

  2. On Scheduled Time: Start the campaign on selected data and time.

Stop/Pause campaign: Schedule campaign stop time it has the following options:

a) When Done: Stop the campaign when everything is completed.

b) On Scheduled Time: Stop the campaign on selected data and time.

3rd Party Integration:

Request Call End: Select the call to be ended.

ii) Voice Integration Campaign:

This campaign allows for the creation of Integration. This campaign dials the number from the contact list, on the answer by the recipient, asks a set of questions by playing voice messages, and then records their responses (DTMF key or Voice response) from the recipient and prepares a report for further analysis.

In the integration campaign, tenants can create choice-based questions that require the call recipient to respond using the critical press DTMF function and open-ended questions that need the call recipient to record their message. These recorded voice responses (or feedback) are shown in a list of voice responses in the campaign summary integration report.

When the tenant selects this campaign, it will open a form that lists all the options and settings for creating this campaign.

Glossary

Campaign:

Name: Name of the campaign for identification.

Campaign Mode:

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

Campaign Contacts:

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

Caller ID:

Caller ID Type: Enter the 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 tenants to select several questions in Integration. At the moment, a maximum of 10 questions are supported. Once the tenant chooses the number of questions, a question field is displayed that allows the tenant to select recorded questions and then configure desired responses.

Integration general message:

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

Integration APIs: This field allows the user to select APIs.

Settings:

Max. Concurrent Channels:

A maximum number of simultaneous channels that said the campaign would 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 is disconnected automatically; if the tenant is not sure about the time of the ring, let it be the maximum number so that it does not affect the call conversation.

Campaign Schedule:

**Start campaign: **Schedule campaign starts it has the following options.

  1. Immediately: Start the campaign immediately just after creation.

  2. On Scheduled Time: Start the campaign on the selected date and time.

Stop/Pause campaign: Schedule campaign stop time with the following options.

  1. When Done: Stop the campaign when everything is completed.

  2. On Scheduled Time: Stop the campaign on the selected date and time.

3rd Party Integration:

Request Call End: Select the call to be ended.

Click on the “Save” button on top to start the campaign.

iii)Voice Message Campaign:

The purpose of this campaign is to broadcast a voice message. This type of campaign dials numbers from the contact list, on the answer by the recipient, play a recorded voice message and hang up. If the tenant selects “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 tenants need to fill out for any type of campaign are:

Glossary

Campaign:

Name : Name of the campaign for identification.

Campaign Mode:

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

Campaign contacts:

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

Caller ID:

Caller ID Type: Enter the 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 the list of already created/recorded messages.

General Options:

Introductory Message:

This field allows the campaign manager to select an introductory message. Thessentialory message will be played immediately when the recipient receives a call.

DNC (Do Not Call) Action:

DNC could be enabled and disabled. When disabled, no action is taken. It will set a key “9” for DNC action when enabled. When the recipient presses nine on his phone, nine numbers will be deleted from the 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 hangs up the call; otherwise, it usually continues. The third option is to leave a message that detects AMD if seen, then plays a different message and hangs up. It has another field for Messages recorded for the answering machine.

Settings:

Max. Concurrent Channels:

The maximum number of concurrent channels that said the campaign would 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 is disconnected automatically. If the tenant is not sure about the time of the cal. Let is the maximum number, so it does not affect the call conversation.

Campaign Schedule:

**Start campaign: **

Schedule campaign starts it has following options:

  1. Immediately: Start the campaign immediately just after creation.

  2. On Scheduled Time: Start the campaign on selected data and time.

Stop/Pause campaign: Schedule campaign stop time it has the following options:

  1. When Done: Stop the movement when everything is completed.

  2. On Scheduled Time: Stop the campaign on selected data and time.

3rd Party Integration:

Request Call End: Select the call to be ended.

Click on the “Save” button on top to start the campaign.

iv) Appointment Reminder Campaign:

This campaign places reminder calls to all the contacts in a group. This campaign requires every connection to have a scheduled appointment start time and selection end time in any of the custom fields in the contact form. All calls will be placed before the meeting begins time. The 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. A ‘reminder expiry time’ field in the campaign creation form ensures no calls should be placed after the expiry time. When the tenant selects this campaign, it will open a document that lists all the options and settings for creating this campaign.

Steps to create Appointment Reminder Campaign:

  1. Navigate to Campaign => Campaign Management => Add new Appointment Reminder.

2. Fill the campaign form with required fields like:

a) Campaign Name

b) Contact Group

c) Reminder Message

Appointment Type:

Appointment type can be either individual or group individual reminder. In personal reminders, every contact dialed may have a different appointment schedule time. Examples of individual appointments are doctor’s or lawyer’s appointments where each patient/client has different timings for the meeting. The administrator of the campaign will select where the appointments are stored for each contact by selecting the appropriate value in the ‘Appointment Start Field’. The tenant will choose how many hours a reminder call should be placed before the appointment. The reminder expiry field will ensure that no call should be placed after the expiry time. The campaign schedule will also apply to the calls to ensure legal time calling.

Group Reminder:

In group reminders, a group of people will be dialed according to the campaign schedule. 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. The campaign administrator will manage how many days/hours before the appointment campaign should be run. In group appointments, campaign scheduling time will apply for dialing contacts.

Glossary

Reminder information:

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

Appointment:

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

Reminder Message: Select from a 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. It will set a key “9” for DNC action when enabled. When the recipient presses nine on his phone, his number will be deleted from the 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 hangs up the call; otherwise usually continues. The third option is to leave a message that detects AMD if seen, then plays a different message and hangs up. It has another field for Messages recorded for the answering machine.

Settings:

Max. Concurrent Channels: Maximum number of simultaneous channels that said the campaign would 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 is disconnected automatically. If a user is unsure about the duration of the ring, let it be the maximum number so that it does not affect the call conversation.

Campaign Schedule:

**Start campaign: **

Schedule campaign starts it has following options:

a) Immediately: Start the campaign immediately just after creation.

b) On Scheduled Time: Start the campaign on selected data and time.

Stop/Pause campaign: Schedule campaign stop time it has the following options:

  1. When Done: Stop the campaign when everything is completed.

  2. On Scheduled Time: Stop the campaign on the selected date and time.

3rd Party Integration:

Request Call End: Select the call to be ended.

Click on the “Save” button on top to start the campaign.

v) Voice Survey Campaign:

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

Glossary

Campaign:

Campaign Name: Name of the campaign for identification.

Campaign Mode:

When selected to Normal, it stops the campaign after processing all the contacts. When selected to Permanent, it allows the campaign to keep running even after processing all the connections and waiting for a new connection in the background. Campaign Contacts Select the 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.

Voice Message: Select from a list of already created/recorded messages.

General options:

Introductory Message:

This field allows the campaign manager to select an introductory message. This important message will be played immediately when the recipient receives a call.

DNC (Do Not Call) Action:

DNC could be enabled and disabled. When disabled, no action is taken. It will set a key “9” for DNC action when enabled. When the recipient presses nine on his phone, his number will be deleted from the 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 hangs up the call; otherwise usually continues. The third option is to leave a message that detects AMD if seen, then plays a different message and hangs up. It has another field for Messages recorded for the answering machine.

Survey Questions:

This field allows tenants to select several questions in the survey. At the moment, a maximum of 4 questions are supported. Once the user selects the number of questions, a question field is displayed that allows the user to choose recorded questions and then configure desired responses.

Settings:

Max. Concurrent Channels:

A maximum number of concurrent channels that said the campaign would 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 is disconnected automatically. If a user is unsure about the time of the ring, let it be the maximum number so that it does not affect the call conversation.

Campaign Schedule:

Start campaign: Schedule campaign starts it has the following options:

  1. Immediately: Start the campaign immediately just after creation.

  2. On Scheduled Time: Start the campaign on selected data and time.

Stop/Pause campaign: Schedule campaign stop time it has the following options:

  1. When Done: Stop the campaign when everything is completed.

  2. On Scheduled Time: Stop the campaign on the selected date and time.

3rd Party Integration:

Request Call End: Select the call to be ended.

Click on the “Save” button on top to start the campaign.

II) Inbound Campaigns/ DIDs:

Like the user, the tenant did not have the authority to create inbound campaigns/ DIDs. Only the admin can develop it because he has all the privileges.

Go to administration from the main menu and select Inbound DIDs it will show an interface as shown below. The user just monitors it or adds or writes something in it.

III) Campaign Default Settings – top

Go to Campaigns from the main menu, and select campaign default settings from the sub-menu.

It shows the interface as shown in the below figure. All the default settings of campaigns are reset from here:

7. Contacts:

ICTBroadcast allows tenants to manage contacts. Contacts can be grouped into a contact group. Contacts are telephone numbers to be dialed. A contact group can have telephone numbers of multiple destinations/countries. The tenant can also manage regions, governments, and destinations for call termination to a particular group or contact.

  1. Contact Groups:

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

The following figure shows the required fields for creating a contact group in the system.

How to create a contact group?

  1. Navigate To Contacts => Contact Groups => Add New

  1. Enter Contact Group Description and Click Save.

  2. The next step is to fill contacts in a contact group.

Glossary

Group Description:

Title: The title allows users to distinguish between different contact groups.

Description: Description allows further elaborate contact groups if the title lacks meaning.

Import contacts (Optional):

Type of source: Select the type of source from the options given.

ii) Contacts:

A contact is a phone number or other personal information.

How to fill contacts in a contact group?

  1. Navigate to contacts => contacts

  1. There are two different ways to add a contact.

*** Add New Contact***

For bulk import contact:

  1. Click Save.

Glossary

Add new:

Allows tenants to enter a contact in a 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 the already Available group in the list.

Custom Data:

Type the custom data.

Comments/Remarks:

Type the words in the Description.

Import:

Import Contacts From:

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

923330000000, First Name, Last name, [email protected], address, custom 1, custom 2, custom 3, custom 4, custom 5, custom 6, custom 7, custom 8, 923331111111, First Name, Last Name, [email protected], address, custom 1, custom 2, custom 3, custom 4, custom 5, custom 6, custom 7, custom 8 …

Import Contact Info: Select the Target Group.

The first field is the phone number which is mandatory, while the other fields are optional. This means users can create a contact list simply using the following format:

923300000000 923331111111 …

Find Duplicate:

This option enables a tenant to find duplicate contacts.

Find Invalid:

This option enables a tenant to find invalid contacts from the list. Weak contacts will be defined as contacts that do not match with pre-selected destinations of the contact group.

iii) DNC Contacts:

DNC Contacts are the contacts that tenant does not want to call. The tenant can apply this DNC list to the original contact list and filter out and eliminate those contacts from the contact list that 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 comments in the description box.

  1. Messages:

This is very important area of ICTbroadcast. It allows tenant to manage campaigns, agents, contacts, reports, IVRs, recordings. All these options are required when tenant need to create a campaign. In other words, whenever tenant want to create a campaign of his/her choice, tenant first need to come to Messages menu to upload some recordings.

i)Recordings:

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

  1. Preparing Voice Recording:

The required format of the sound file needs to 8 kHz sampling rate, 16 bits mono, and the supported type is a wav file. The tenant can use one of the following methods to create 8 Khz 16-bit mono Wav files.

a) Microsoft Windows built-in recording tool “Sound Recorder.”

1. Click on the “start” button on the 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 the mic using the start and stop buttons.

7. Click on the File menu.

8. Click on “Save as.”

9. Enter the proper file name.

10. Select “Save as type” as a wav file.

11. Click the “Change” button to change the format to 8khz 16-bit mono.

12. Upload the saved file to ICTbroadcast as a new recording.

b. TTS (Text-to-speech) programs:

Open-source solutions like speak, flite, and festival and commercial solutions like cepstral, speech, and voice forge. This feature has been added to the new version of ICTbroadcast using the festival TTS (Text-to-Speech) program. Now tenant just writes text; the system will create its audio.

c. Open-source software:

Open-source software like audacity for audio recording and editing.

d. Professional voiceovers from professionals from providers like voice123.

Steps to Create Recordings:

1. Messages => Recordings => Add New.

2. Select the recording source.

ii) Fax Documents – top

This is an area where tenants will manage fax documents. The tenant can also preview fax documents once they are uploaded.

Steps to create Fax Document:

  1. Navigate To Messages => Fax Document => Add New.

2. Enter the Document name and description.

3. Fax document is to select “Fax Quality” and choose file of fax document (pdf, tiff).

iii)SMS:

This is an area where the tenant manages SMS messages.

The following form is simple and requires a Text Title for the message, description, and any SMS message the tenant wants to broadcast.

Using Tokens in SMS Messages:

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

[Contact: first_name]

Whenever the above pattern is used, the contact’s first name 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: caller id]

[campaign: callerid_name]

[campaign: name]

[call: contact]

[call: status]

[call: error]

[contact: first name]

[contact: last name]

[Contact: phone]

[Contact: email]

[Contact: address]

[Contact: custom1]

[Contact: custom2]

[Contact: custom3]

[Contact: custom4]

[Contact: custom5]

[Contact: custom6]

[Contact: custom7]

[Contact: custom8]

Steps to create SMS Messages:

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

iv)Email Template:

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

Template name:

Name of the template as it appears in campaign form.

Description:

Description of the template (optional).

Subject:

The tenant wanted to send the subject line 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 choosing file field and click the save button at the top of the page. To remove an attached file, check the select box against it and click save at the top of the page.

Using Tokens in Email Templates:

Tokens are helpful when customer-specific information is required.

The following pattern is allowed for using tokens in email templates.

[contact: first name]

Whenever the above pattern is used, it means the contact’s first name will be replaced at this place.

Following is a list of Tokens that can be used in Email Templates.

[campaign: caller id]

[campaign: callerid_name]

[campaign: name]

[call: contact]

[call: status]

[call: error]

[contact: first name]

[contact: last name]

[Contact: phone]

[Contact: email]

[Contact: address]

[Contact: custom1]

[Contact: custom2]

[Contact: custom3]

[Contact: custom4]

[Contact: custom5]

[Contact: custom6]

[Contact: custom7]

[Contact: custom8]

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.

v)IVR (Interactive Voice Response):

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

a) Introduction to IVR Designer:

IVR Designer allows you to create advanced telephony systems with a simple drag-and-drop interface. The tenant can pick any application from the toolbar area, 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 tenants to create voice response applications in a web browser. IVR Designer’s toolbar contains the applications to develop an IVR. Following is a brief description of each of that applications.

Using Tokens in IVR Applications:

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

[Contact: first_name]

The contact’s first name will be played whenever the above pattern is used. 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: caller id]

[campaign: callerid_name]

[campaign: name]

[call: contact]

[call: status]

[call: error]

[Contact: first_name]

[Contact: last_name]

[Contact: phone]

[Contact: email]

[Contact: address]

[Contact: custom1]

[Contact: custom2]

[Contact: custom3]

[Contact: custom4]

[Contact: custom5]

[Contact: custom6]

[Contact: custom7]

[Contact: custom8]

Description IVR Applications:

Call Answer:

Call answer applications answers an incoming call.

Call Hang up:

Hang up application forces a call to be disconnected.

Get Input:

Get any input requests from your IVR

Condition:

Apply condition for test whether the first name and last name are matched or not.

Time Condition:

Apply Time conditions for the test.

Play Audio:

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

Call Transfer:

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

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.

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 vital presses.

Answering Machine Detection (AMD):

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

Do Not Call (DNC):

DNC Application adds a number to the DNC list.

Text-To-Speech (TTS):

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

Say Alpha:

Say Alpha application allows you to enter an alphanumeric value or select some variable and then play that value.

Say Digit:

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

Say Number:

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

Say Date:

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

Say Time:

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

DTMF:

DTMF stands for dual-tone multi-frequency generated tone or sounds when any key is pressed.

Add Delay:

Enter seconds to add a delay before executing the subsequent applications (only numbers are allowed).

Set Caller ID:

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

Integrating API:

Select Integration API from the drop-down list which you want to Call.

ii) Creating IVR Applications:

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

Glossary

IVR Application:

A unique IVR element within IVR Designer contains a specific function. E.g., Play Audio plays were recorded. Call Hang-up 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.

  1. Drag and Drop Applications from the toolbar area to the drawing area.

  1. To Link one Application to another, move the pointer to a small rectangle at the top left of the Application. Then, press and hold down the button on the mouse.

  1. Drag and drop it over other Applications by releasing the button.

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

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

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

How to use Play Audio Application in IVR?

1. Create New IVR => Drag and Drop Play Audio Application to Drawing Area.

2. From the popup window of Play Audio Applications.

Select the required recording from the drop-down menu and Click Apply to save.

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

How to use Condition Application in IVR?

1. Create New IVR => Drag and Drop Condition Application to Drawing Area.

2. From the popup window of Condition Applications.

3. Select the required variable for the test from the drop-down menu and Click Apply to save.

  1. Link start Application with the Condition Application by dragging and dropping the “Start Application” link on the “Condition Application”.

  2. Click the Save button on the page menu to save this IVR.

How to use Time Condition Application in IVR?

1. Create New IVR => Drag and Drop Time Condition Application to Drawing Area.

2. From the popup window of Time Condition Applications.

3. Select the required variable for the test from the drop-down menu and Click Apply to save.

  1. Link start Application with the Time Condition Application by dragging and dropping the “Start Application” link on the “Time Condition Application.”

  2. Click the Save button on the page menu to save this 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 the popup window, write the text the tenant wants to play, and click Apply to save.

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

How to use Say Alpha Application in IVR:

1. Create New IVR => Drag and drop Say Alpha Application to Drawing Area.

2. From the popup window, the tenant can select predefined variables whose value will be played by this application. The tenant can also select custom from the dropdown menu. This will allow the tenant to write alphanumeric values in the text box.

  1. Link start Application with the Say Alpha:

Application by dragging and dropping the “Start Application” link on the “Say Alpha Application.” Click the Save button on the page menu to save this IVR.

How to use Say Digit Application in IVR?

1. Create New IVR => Drag and drop Say Digit Application to Drawing Area.

2. From the popup window, the tenant can select predefined variables whose value will be played by this application. The tenant can also select the custom option from the dropdown menu. This will allow the tenant to write only digits (0 – 9) in the text box.

Click Apply to save.

  1. Link start Application with the Say Digit Application by dragging and dropping the “Start Application” link on the “Say Digit Application.” Click the Save button on the page menu to save this IVR.

How to use Say Number Application in IVR?

1. Create New IVR => Drag and drop Say Number Application to Drawing Area.

2. From the popup window, the tenant can select predefined variables whose value will be played by this application. The tenant can also select custom from the dropdown menu. This will allow the user to write only numbers (0 – 9 and “. “) in the text box.

Click Apply to save.

  1. Link start Application with the Say Number Application by dragging and dropping the “Start Application” link on the “Say Number Application.”

Click the Save button on the page menu to save this IVR.

How to use the Say Date Application in IVR?

1. Create New IVR => Drag and drop Say Date Application to Drawing Area.

2. From the popup window, the tenant can select predefined variables whose value will be played by this application. The tenant can also select custom from the dropdown menu. This will allow the tenant to Select the time (mm: dd: yy) from the given field below.

Click Apply to save.

  1. Link start Application with the Say Date Application by dragging and dropping the “Start Application” link on the “Say Date Application.” Then, click the Save button on the page menu to save this IVR.

How to use Say Time Application in IVR:

1. Create New IVR => Drag and drop Say Time Application to Drawing Area.

2. From the popup window, the tenant can select predefined variables whose value will be played by this application. The tenant can also select custom from the dropdown menu. For example, this will allow the tenant to Select time (Hour: Minute) from the field below.

Click Apply to save.

  1. Link start Application with the Say Time Application by dragging and dropping the “Start Application” link on the “Say Time Application.”

  2. Click the Save button on the page menu to save this IVR.

How to use DTMF Application in IVR?

1. Create New IVR => Drag and drop DTMF Application to Drawing Area.

2. In the popup window, write the key you want to set and click Apply to save.

  1. Link start Application with the Time Condition Application by dragging and dropping the “Start Application” link on the “Time Condition Application.”

  2. Click the Save button on the page menu to save this IVR.

How to use Add Delay Application in IVR?

1. Create New IVR => Drag and Add Delay Application to Drawing Area.

2. In the popup window, write the seconds you want to set and click apply to save.

  1. Link start Application with the Add Delay Application by dragging and dropping the “Start Application” link on the “Add Delay Application.”

  2. Click the Save button on the page menu to save this IVR.

How to use Integrating API Application in IVR:

1. Create New IVR => Drag and drop Integrating API Application to Drawing Area.

2. In the popup window, Select the required integration from the drop-down list and click Apply to save.

  1. Link start Application with the Application by dragging and dropping the “Start Application” link on the “Add Delay Application.”

  2. Click the Save button on the page menu to save this IVR.

vi)Integrations:

ICTbroadcast allows creation Integration. When the tenant dials the number from the contact list, on the answer by the recipient, asks a set of questions by playing voice messages and then records their responses (DTMF key or Voice response) from the recipient and prepares a report for further analysis.

In integration, tenants can create choice-based questions that require the call recipient to respond using the critical press DTMF function and open-ended questions that need the call recipient to record their message. These recorded voice responses (or feedback) are shown in the integration report’s list of voice responses. When the tenant selects it, it will open a form that lists all the options and settings, like integration name, type description, and operations.

For Creating New Integration:

Go to messages from the main menu and integrations from the sub-menu.

Go to the new integration button and press it.

It will show a form as shown in the below figure.

Fill the form with required fields like:

  1. Integration Info:

Write Integration Name in the field box.

Select the integration group from the drop-down list.

Finally, write a description in the description box.

  1. Integration Configuration:

Write the remote URL in the field box.

Select the HTTP method by drop-down list.

Write data requests in the filed box.

Write headers request on the field box.

Select encoding by drop-down list.

Click on the save button to save it.

vii) Message Designer:

ICTbroadcast provides a message designer option. It has many applications like Play audio, TTS, Says alpha, Says digit, Says a number, Says date, Says time, and Confirm Reminder, same as IVR.

For Creating New IVR Message:

Go to messages from the main menu, then select message designer from the sub-menu.

It will show a list of IVR messages with different names and descriptions.

New IVR Message:

Click on New IVR Message; it will show an interface as shown in the below figure:

Fill in the required fields like:

Information:

Write the message name in the Fithen, writers.

Write some description about it.

New Application:

Select the application from the drop-down list which is required.

Click on the save button to save it.

viii) Dialogue/ Scripts:

ICTbroadcast provides a dialogue/Scripts option. Here you can write dialogue or scripts.

Go to messages from the main menu => Press Dialogue/Scripts from the sub-menu.

It will open an interface as shown in the below figure:

For writing New Dialogue/ Scripts:

Click on New Dialogue Button. It will show a form with some fields like:

Dialogue:

Write the dialogue name in the field box.

Write some descriptions in the field box.

Agent Script:

Write dialogue/ script in the required box.

Interaction:

Select needed interaction in the drop-down list.

For example, select option 1, write Interacchoose1, and select integration type from the drop-down list.

Click on [Interaction #]: Add to script,

[Interaction #2], [Interaction #3], [Interaction # 4],

If you want to add any of them to the agent script box.

Click on the save button to save it.

ix) Disposition:

Disposition enters after any call completion. ICTBroadcast provides an option to reschedule call times. In case of the recipient does not take a call/busy, Agent can reschedule the call from the disposition.

Go to messages from the main menu, then select disposition from the sub-menu.

It will open an interface, as shown in the below figure.

For creating New Disposition:

Click on the new Disposition button, and it will show a form as shown in the below figure:

Fill the state with the required field:

Disposition:

Write the title in the required box.

Write some description about it.

Click on the save button to save it.

10. Administration:

ICTbroadcast Service Provider edition has four essential user roles, i.e., Administrator, Client, User, and agent. The administrator has all the privileges, whereas the user, client, and agent have some restrictions, including user management, trunks management, Extensions, DIDs, regions, countries and destination management, etc.

i) User Management:

The following form shows the User Management area for tenants. Here tenants can create and manage more users.

Add User:

To add a new user, go to Administration from the main menu, and click on User Management from the sub-menu.

Then click on new user, and it will open a form shown in the figure below.

Fill the form with the required fields:

i)User:

Write the user name in the field box.

ii)Password:

Write the password in the field box.

Rewrite password.

iii) Personal contact info:

Write personal information in the field’s boxes.

Type “E-mail.”

Type “First Name”

Type “Last Name”

Type “Phone Number”

Type “Address”

Select “Country” from the drop-down list.

iv) Local setting:

Select the time zone from the drop-down list.

Choose Language and theme from the drop-down list.

Click on the save button to save the user.

ii)Agent/Extensions:

Agent/Extensions form did not allow the tenant as the user is restricted to add extensions and to enter extension name, password, SIP or IAX protocol, and forwarding because the tenant did not have authority to edit or write something in it. He just checks and monitors it.

This setting is required for Agent Campaigns or Interactive Campaigns. The tenant cannot forward any extension to an external call center or IVR System.

iii)Inbound DIDs:

DID number is the number the caller will dial, and the system will receive that call.

The following form did not allow the tenant to enter DID number, its description, and the DID application that is selected to “Assigned to “because the tenant did not have the authority to edit or write something in it, he just checked and monitored it.

11. My Account:

i) My Account:

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

ii) Change Password:

The tenant can change the passwords in the My Accounts => Change Password form, as shown below.

Pin code is required for phone call authentication like voice, Recording via call.

iii)Payments:

Tenant updates the payment list of Accounts. The tenant did not have the authority to edit or write something in it. He just checked and monitored it.

12. Reports:

i) Overview:

Here you can take all the overviews about campaigns, date and time, total calls, total cost, and total amount.

Go to Reports from the main menu, and click on overview from the sub-menu.

It will show a list as shown in the below figure:

ii)CDR Summary:

CDR (Call detail Report) Summary presents the summary of each call placed on 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. However, if you want to analyze and find how many calls were answered and how many calls failed, then you’ll see Campaign Statistics.

CDR Summary provides tenants with a chart view of campaign status. For example, it shows the Answered calls, Not Answered calls, Failed, Not Called, congestion, etc. You can print and export it also.

Go to Reports from the main menu, and click on CDR Summary from the sub-menu.

iii) CDR (Call Detail Reports):

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.

Go to Reports from the main menu. Then, click on CDR from the sub-menu.

It will show an interface as shown in the below figure:

iv)Call Recording:

It shows lists of call recording reports.

Go to Reports from the main menu, and click on Call Recording from the sub-menu.

It will show the existing call recording reports listed in the figure below.

v) Queue Statistics:

Queue Statistics shows the list of numbers added to the queue while the call was processed. In addition, it gives information about the offline agents, ready agents, busy agents, maximum calls, and maximum wait.

Go to Reports from the main menu. Then, click on Queue Statistics from the sub-menu.

It will show an interface as shown in the below figure:

vi)Live Statistics:

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

Go to Reports from then, click menu. Then, click on Live Statistics from the sub-menu.

It will show an interface as shown in the below figure:

vii)Agent Statistics:

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

Go to Reports from the main Then, Click on Agents Statistics from the sub-menu.

It will show an interface as shown in the below figure:

viii)Campaign Statistics:

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

Go to Reports from the main menu, and Click on Campaigns Statistics from the sub-menu.

It will show an interface as shown in the below figure:

13)Agent Evaluation:

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

i)Evaluation Form:

Go to Agent Evaluation from the main menu, and click on Evaluation Form from the sub-menu.

It will show a list of forms, as shown in the below figure. You can create a new evaluation form here.

For adding a new form, press the new form button, as shown in the above figure.

Fill the Evaluation form with the required fields:

Write the title in the field box.

Next, write a description in the description box.

ii)Agent Evaluation:

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

Go to Agent Evaluation from the main menu. Then, click on Agent Evaluation from the sub-menu.

It will show an interface as shown in the below figure:

iii)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.

Go to Agent Evaluation from the main menu. Then, click on Evaluation Reports from the sub-menu.

It will show an interface as shown in the below figure:

iv)Evaluation Details:

Evaluation Details show 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.

Go to Agent Evaluation from the main menu. Click on Evaluation Details from the sub-menu.

It will show an interface as shown in the below figure:

v)Evaluation Summary:

Evaluation Summary presents the summary of the agent’s call. It gives you all the details about the agent’s call. It tells the agent’s name, extension, talk time, hold time, and score.

Go to Agent Evaluation from the main menu. Click on Evaluation Summary from the sub-menu.

It will show an interface as shown in the below figure: