tag:blogger.com,1999:blog-447165968723542249Mon, 02 Mar 2009 18:03:27 +0000Tips and tricks for making the most of your Call<i>media</i> installationhttp://www.callmedia.co.uk/blog/callmedia/noreply@blogger.com (Callmedia)Blogger9125tag:blogger.com,1999:blog-447165968723542249.post-5462029565947912747Wed, 04 Feb 2009 15:04:00 +00002009-03-02T18:01:57.212ZPredictive diallerAnswer machine detectionOfcom’s revised Statement of policy on the persistent misuse of an electronic communications network or service tells us that if you use Answer Machine Detection (AMD) in your outbound contact centre, you now have to factor in a "reasoned estimate" of false positives and add these to the number of abandoned calls you make, and keep the whole lot below 3% of calls passed to live agents.A false http://www.callmedia.co.uk/blog/callmedia/2009/02/amd-whats-reasoned-estimate-of-false.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-4823874203805028123Wed, 04 Feb 2009 14:33:00 +00002009-03-02T16:55:17.107ZLogonClientEnterpriseThis is a nice feature that's been in the product for some time, but not too many people know about. You can set Enterprise (and Advance) to auto-login when a user logs in to Windows:a. Set Desktops registry value: HKEY_LOCAL_MACHINE\SOFTWARE\Callmedia\Callmedia Desktop\General\UseWindowsLogonAccount to 1b. Set Enterprise user logon to Windows logon (ie: luke.talbot).c. Set Enterprise user http://www.callmedia.co.uk/blog/callmedia/2009/02/how-to-set-up-integrated-wondows-logon.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-2211977283144485716Tue, 03 Feb 2009 16:06:00 +00002009-02-04T15:04:01.381ZInstallInstalling Callmedia Client and Desktop on a single machine is very straightforward. Just insert the CD-ROM and run "setup.exe" and you're there. Deploying it on several hundred machines in the contact centre in this way is much less fun - but the good news is that there are several different ways of installing the software remotely and automatically.Initial InstallationThe Callmedia Client and http://www.callmedia.co.uk/blog/callmedia/2009/02/installing-call-media-client.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-2800131587912400889Tue, 03 Feb 2009 15:06:00 +00002009-02-04T13:49:07.681ZClientInstallEnterpriseThere are many ways to get Clients to obtain a valid Extension number. Well, actually, there are three. Two are quite common, one is less common:1. Asking users for their Extension number. This is achieved by setting EXTNO=ASK in the CMClient32.ini file.Advantages: Popular because of its easy deployment (everyone shares identical ini files), and also because on many sites users have to Hotdesk http://www.callmedia.co.uk/blog/callmedia/2009/02/configuring-client-extensions.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-6843323108881631324Tue, 03 Feb 2009 14:57:00 +00002009-03-02T18:03:27.764ZQueuesEnterpriseAlpha-tagsCallmedia 5.0 will introduce a feature call Expert Collaboration, which will enable users to select a user or queue and transfer a call, together with full cradle-to-grave reporting of calls throughout the contact centre. If you need to see how many calls your users transferred to a queue today, there are two methods you can use measure the number of transfers:1. Create Transfer http://www.callmedia.co.uk/blog/callmedia/2009/02/internal-call-transfers.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-8505405136937119365Tue, 03 Feb 2009 14:39:00 +00002009-02-05T14:43:55.345ZAd-hoc tasks are one of the things that makes Callmedia Enterprise different from other contact centre systems. Effectively, they allow you to count (and measure time spent on) activities not managed directly by the contact centre: replying to letters, making calls directly from your extension, answering people who called your DDI, or practically anything else.The system automatically creates an http://www.callmedia.co.uk/blog/callmedia/2009/02/when-can-i-create-ad-hoc-task.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-5730301849538186032Tue, 03 Feb 2009 13:35:00 +00002009-02-03T14:52:37.933ZEnterpriseAlpha-tagsAlpha Tags in Callmedia (first appearing in 4.2) allow you to assign a name to a DDI, so that users can answer a call with a different salutation, even if they come from the same queue. Historical reports can also report on calls by DDI (and if an Alpha-tag is defined for the DDI, the reports shows the name of the DDI). As a result, there are two ways of defining services into the contact centre:http://www.callmedia.co.uk/blog/callmedia/2009/02/alpha-tags-vs-queues.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-3544367486776998503Tue, 03 Feb 2009 13:30:00 +00002009-02-03T13:33:55.895ZMitelEnterpriseThis one comes straight from Mr Wardle… Obviously all switches are different, but generally when someone asks ‘How do we send calls to this queue to VM out of hours?’ we just say ‘route to that in the Trigger Points, dude!’. Ok, we don’t say dude. Not all the time… Unfortunately, Mr Mitel 3300 has a special way of achieving this that sets it aside from the rest of the bunch:1. Create a http://www.callmedia.co.uk/blog/callmedia/2009/02/voicemail-on-mitel.htmlnoreply@blogger.com (Callmedia)0tag:blogger.com,1999:blog-447165968723542249.post-6813027590900153375Tue, 03 Feb 2009 11:26:00 +00002009-02-03T13:28:54.010ZCalls ListCalls in errorAdvanceThere are actually six unique reasons for a call being placed in a Campaign’s Calls In Error list. Calls in error, although they appear to be ‘sent’ to a separate list, actually remain in the CallsList table, with a CallStatus field value of 12. The reason for being In Error is then stored in the CallOutcome field.Below is a list of all the reasons for Calls In Error (in order of popularity):1. http://www.callmedia.co.uk/blog/callmedia/2009/02/test-post.htmlnoreply@blogger.com (Callmedia)0