Presenting the new OneContact Portal

Collab evolved the OneSupervisor and presents OneContact Portal! OneContact Portal was developed in order to create a new service more powerful, more intuitive and easy to use. On OneContact Portal you will find not only all the features available on OneSupervisor but also a lot of new features that will help you create and manage a more productive Contact Center.

But we do not want you to feel lost! On this article you can see where the features you know from OneSupervisor are on OneContact Portal.

 

OneSupervisor home page:              OneContact Portal home page:

Portals_2.png

 

Lets take a look at some of the most common actions:

 

 

Login

Login unto OneSupervisor meant:

  1. Inserting Username or Email.
  2. Inserting password.
  3. Clicking on login.
    OneSupervisor_login.png

 

On OneContact Portal:

  1. Insert the Tenant (if the tenant was not inserted on the URL) and click NEXT to proceed.
    Login01.png
  2. Insert an Email or Username and a Password and click SIGN IN to proceed.
    Login02.png
     
  3. You will be redirected to the OneContact Portal, if successful.
    Note: To know more about OneContact Login, the new authentication component for Collab applications, click here.

 

Listing agents

Listing the agents on OneSupervisor meant:

  1. Clicking on Agents.
  2. The Agents page is displayed with the agents list:
    OS_agent_list.png

 

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Users.
    OCP_user.png
  3. The agents list is displayed:
    OCP_agents_list.png
    Note: The list is not the agent's list, but the user's list. It means that, besides agents, it lists all users, including Supervisors, Administrators, Monitors and Extensions. Extensions are dealt with as an user in OneContact Portal.

  

 

Create an agent

Creating an agent on OneSupervisor meant:

  1. Clicking on Agents.
  2. Clicking on New to fill the agent's configuration window on the right side of the screen.
    OneSupervisor_agentnew.png
  3. Filling the required information on the tabs:
    • Relations
      • Team
      • Service
      • Skill
      • Key Performance Indicators
    • Properties
      • General
      • Outgoing Address
      • User Account Options

 

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Users.
    OCP_user.png
  3. Click on Users_createuserbutton.png to open the Create user pop-up window.
    OCP_user_popup.png
  4. Fill in the required information on the pop-up window.
    Note: This procedure to create an agent is also used to create the other roles: Tenant administrator, Extension, Monitor and Supervisor.
  5. Once created the agent the individual page is displayed where you can configure:
    • Skills
    • Campaigns
    • Teams
    • Number settings
    • Presentation numbers
    • Recording settings
      OCP_user_pagepng.png
Note: To know more about user configuration click here.

 

 

Listing teams

Listing a team on the OneSupervisor meant:

  1. Clicking on Teams.
  2. The Teams page is displayed with the teams list:
    OS_teams_list.png

  

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Teams.
    OCP_team.png
  3. The teams list is displayed:
    OCP_teamslist.png

 

 

Create a team

Creating a team on the OneSupervisor meant:

  1. Clicking on Teams.
  2. Clicking on New to fill in the information on the right side of the screen.
    OneSupervisor_teamnew.png
  3. Filling the required information on the steps:
    • Relations
      • Agent
      • Service
      • Supervisor
      • Key Performance Indicators
    • Properties
      • Outgoing Address List

  

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Teams.
    OCP_team.png
  3. Click on Managing_teams_create.png to open the Create team pop-up window.
    Teams_new.png
  4. Fill in the required information on the pop-up window.
  5. Once created the team the profile page is displayed where you can configure:
    • Members
    • Campaigns
    • Communications (presentation number)
      OCP_team_pagepng.png
      Note: To know more about teams configuration click here.

 

 

Listing campaigns

Listing campaigns on the OneSupervisor meant:

  1. Clicking on Services.
  2. The services list is displayed:
    OS_services_list.png

 

On OneContact Portal:

  1. Click on Campaigns.
    OCP_Campaigns.png
  2. The campaigns list is displayed:
    OCP_campaignslist.png

 

 

Create a campaign

Creating campaigns on the OneSupervisor meant:

  1. Clicking on Services.
  2. Clicking on New to fill in the information on the right side of the screen.
    OneSupervisor_servicenew.png
  3. Filling the required information on the steps:
    • Relations
      • Agent
      • Team
      • Blocked list
      • Supervisor
      • Key Performance Indicators
    • Properties
      • General
      • Agent script
      • Inbound
      • Outbound
      • Outbound Predictive & IVR
      • Routing scripts
      • Routing configuration
      • Cascade Routing
      • Email
      • Pickup & Shelf
      • Social Media

 

On OneContact Portal:

  1. Click on Campaigns.
    OCP_Campaigns.png
  2. Click on Campaigns_createcampaign_button.png to open the Create campaign pop-up window.
    Campaigns_createcampaign_popup.png
  3. Fill in the required information on the pop-up window.
    Note: On TYPE is where you define the campaign type: Inbound, Outbound preview, Outbound predictive, Outbound power or Outbound IVR. Once saved the information the campaign type can not be changed.
  4. Once created the campaign the profile page is displayed where you can configure (depending if it's an inbound or outbound campaign):
    • Inbound:
      • Members
      • Interactions handling
      • Routing
      • Agent script
    • Outbound:
      • Members
      • Interactions handling
      • Contacts
      • Agent script
        Note: To know more about campaign configuration click here.

 

 

Integrate with CRMs

Integrating with a CRM on the OneSupervisor meant:

  1. On the New service configuration, clicking on Agent Script.
    OneSupervisor_crmnew.png
  2. Inserting the CRM's URL on Service URL.

 

On OneContact Portal:

  1. Create an Outbound campaign.
    Note: See the Create campaigns for more information.
  2. On the campaign configuration page, click on the Agent script tab.
    OCP_CRM01.png
  3. Click on Outbound_contacts_editbutton.png on the Agent script card to open the Agent script pop-up window.
    OCP_CRM02.png
  4. On the pop-up window, on Enable CRM interaction, toggle the button to select Configured page is open on a new interaction. The pop-up window expands:
    OCP_CRM03.png
  5. On the expanded area of the pop-up window, select the CRM application from the drop-down menu.
    OCP_CRM04.png
  6. Fill in the requested information and click SAVE to apply changes.
    Note: To know more about the CRM configuration click here.

 

 

Configure DNIS (phone numbers)

Configuring a DNIS on OneSupervisor meant:

  1. Configuring a campaign (new or editing).
  2. Clicking on Inbound, on Properties.
  3. Clicking on Inbound.
    OneSupervisor_dnisnew.png
  4. Clicking on New on the DNIS list.

 

Creating and configuring a Phone number on OneContact Portal:

  1. Click on System.
    OCP_system.png
  2. Click on Phone numbers.
    OCP_ddi.png
  3. Click on OCP_ddi_new.png to open the Create number pop-up window.
    OCP_ddi_new_popup.png
  4. Fill in the required information on the pop-up window and click CREATE to finish the process.
    Note: To know more about the phone numbers page click here.
  5. A created phone number needs to be added to a campaign.
  6. Click on campaigns and select a campaign from the list.
  7. Click on Outbound_contacts_editbutton.png on channels, to open the Channels pop-up window.
    OCP_channel_new.png
    Note: A campaign can have several channels.
  8. On the pop-up window, on Channel type, select Audio & Video from the drop down-menu.
    Note: Selecting another item from the drop-down menu creates another channel type:
    - Web
    - Email
    - Facebook
    - Twitter
  9. Select a phone number from the drop down menu.
    Note: If you selected another channel type the required following steps will differ.
  10. Click SAVE to finish the process.
    Note: You can click again on Outbound_contacts_editbutton.png to add another channel.
    Note: To know more about the channels configuration click here.

 

Creating Routing scripts

Creating a Routing script on OneSupervisor meant:

  1. Opening Visio.
  2. Selecting the OneContact Visio Plugin.
    OneSupervisor_visioplugin.png
  3. Drawing the routing script.
    OneSupervisor_visioplugin2.png
  4. Publishing the routing script.
    OneSupervisor_visioplugin3.png
  5. Filling the required information to apply the routing script to the desired service

 

Creating a Routing script on OneContact Portal:

  1. Click on Management.
    OCP_management.png
  2. Click on Flows.
    OCP_management_flows.png
  3. Click on OCP_management_flows_new.pngto open the Create flow pop-up window.
    OCP_management_flows_popup.png
  4. Insert the required information and click SAVE to proceed.
  5. The flow design area is displayed:
    OCP_management_flows_design.png
  6. Populate the flow with the nodes from the menu on the right side of the screen.
  7. Click SAVE from the menu on the top of the flow design area, to save changes.
  8. To apply a flow to a campaign:
    1. Click on the campaign from the campaigns list.
    2. Click on Routing.
    3. On Advanced mode, edit the flow's card:
      • Service flow
      • Queue flow
      • Postcall flow
Note: To know more about flows click here.

 

 

Create Business outcomes

Creating business outcomes on OneSupervisor meant:

  • Clicking on the Business Management tab.
  • Clicking on Business Outcomes
  • Clicking New and filling the required information.
    OneSupervisor_businessoutcomes.png
  • Assigning services to that business outcome.

 

On OneContact Portal: 

  1. Click on Management.
  2. Click on Business outcomes.
    OneSupervisor_businessoutcomesmenu.png
  3. Click on OneSupervisor_businessoutcomesbutton.png to open the Business outcome pop-up window.
    OneSupervisor_businessoutcomespopup.png
  4. Insert the business outcome information and click CREATE to proceed.
  5. Click on Outbound_contacts_editbutton.png on the campaigns card to open the ADD CAMPAIGNS pop-up window.
    OneSupervisor_businessoutcomescampaigns.png
  6. Select the campaigns assigned to the business outcome.
Note: To know more about business outcomes click here.

 

 

Create not ready reasons

Creating not ready reasons on OneSupervisor meant:

  • Clicking on the Business Management tab.
  • Clicking on Not ready reasons.
  • Clicking New and filling the required information.
    OneSupervisor_notreadyreason.png

 

On OneContact Portal: 

  1. Click on Management.
  2. Click on Breaks and absences.
    OneSupervisor_notreadymenu.png
  3. Click on OneSupervisor_notreadynew.png to open the Not ready reason pop-up window.
    OneSupervisor_notreadypopup.png
  4. Insert the Not ready reason name and click SAVE to proceed.
Note: To know more about not ready reasons click here.

 

 

Create contact rules

Creating contacts rules on OneSupervisor meant:

  • Clicking on the Business Management tab.
  • Clicking on Contact rules.
  • Clicking New and filling the required information.
    OneSupervisor_contactrule.png
  • Clicking on Services on the Supervisor Management.
  • Selecting the desired Outbound service and clicking Edit.
  • On the Properties tab, clicking on Outbound.
  • Selecting the desired Contact rule from the drop-down menu.
    OneSupervisor_contactrule2.png

 

On OneContact Portal: 

  1. Click on Management.
  2. Click on Contact rules.
    OneSupervisor_contactrulemenu.png
  3. Click on OneSupervisor_contactrulenew.png to open the contact rule pop-up window.
  4. Insert the required information and click CREATE to proceed.
  5. Once created the contact rule, the individual page is displayed where you can configure:
    • Address type rules
    • Campaigns
Note: To know more about contact rules click here.

 

 

Create dial plans

Creating dial plans on OneSupervisor meant:

  • Clicking on the System Management tab.
  • Clicking on Dial Plan.
  • Clicking New to create a new Dial Plan row.
  • Double-Clicking on the desired dial plan row and filling the required information.
    OneSupervisor_dialplan.png
  • Clicking on Services on the Supervisor Management.
  • Selecting the desired service and clicking Edit.
  • On the Properties tab, on General, selecting the desired Dial plan from the drop-down menu.
    OneSupervisor_dialplan2.png

 

On OneContact Portal: 

  1. Click on Management.
  2. Click on Call barring profiles.
    OneSupervisor_callbarringmenu.png
  3. Click on OneSupervisor_callbarringnew.png to open the call barring profile pop-up window.
    OneSupervisor_callbarringpopup.png
  4. Insert the required information and click CREATE to proceed.
  5. Once created the call barring profile, the individual page is displayed where you can configure:
    • Authorization rules
    • Agent profiles
    • Campaigns
      OneSupervisor_callbarringconfig.png
Note: To know more about Call barring profiles click here.

 

 

Listen in (audio and/or screen)

Listening to audio and/or screen on OneSupervisor meant:

  • Clicking on Listen in on the bottom left side of the screen
    OneSupervisor_listenin.png
  • On the pop-up window selecting the service or agent to listen.
    OneSupervisor_listenin2.png

 

On OneContact Portal: 

  1. Click on Real-time.
  2. Click on Campaigns.
  3. Click on Outbound_importContacts_lists_options.png on the desired campaign and click on Listen In to request a listen in to that campaign.
    OneSupervisor_listeninrequest.png
  4. Click on Listen in on the menu.
    OneSupervisor_listeninmenu.png
  5. The page displays the Listen in requests and their status:
    ListenIn_home.png
  6. Click on Outbound_importContacts_lists_options.png on the desired Listen In request to manage it:
    • Resume
    • Pause
    • Remove
Note: To know more about Listen in click here.

 

Contacts management

Managing contacts on OneSupervisor meant:

  • Clicking on the Contact Management tab.
  • Clicking on the desired service.
    OneSupervisor_contacts.png
  • Performing the desired actions:
    • List management:
      • Contact List Setup
      • Import Contacts
      • Queue Monitor
      • Manage Lists
      • Manage Contacts
    • Contact Web Service:
      • Load Contacts
      • Unload Contacts
      • Delete Contacts

 

On OneContact Portal: 

Click on Outbound.
OneSupervisor_outboundmenu.png
Click on the desired campaign from the list.
OneSupervisor_outboundpage.png
Depending on the contact management type (Contact Web Service or Contact Management), manage the contacts:

  • Click on LOAD CONTACTS
         or
  • Import contacts from file
  • Click SUBMIT on the pop-up window to upload the contacts.
Note: To know more about Contact management click here.

 

Manage shelve and queue

Managing shelve an queue on OneSupervisor meant:

  • Clicking on the Monitoring tab.
  • Clicking on the Shelf and Queue tab.
    OneSupervisor_shelfandqueue.png
  • Clicking on Shelf or Queue.
  • Inserting the required information and clicking Search to proceed.
  • The list of shelved (or queued) interactions is displayed bellow.

 

On OneContact Portal: 

  • Click on Real-time.
  • Click on Shelves or Queue.
  • The page displays the interactions on the desired status:
    • Shelves
      Shelves_home.png
    • Queue
      Queue_home.png
  • On the Shelves and Queue pages you can perform the following actions:
    • Shelves
      • Edit
      • Push
      • Enqueue
      • View interaction
    • Queue
      • Push
      • View interaction
Note: To know more about Shelves click here. To know more about Queue click here.

 

Access Contact Center wallboards

Accessing wallboards on OneSupervisor meant:

  • Clicking on the Monitoring tab.
  • Selecting the desired view:
    • Overview
    • Agents
    • Inbound
    • Outbound
    • Teams
  • The wallboards are displayed:
    OS_wallboards.png

 

On OneContact Portal: 

  1. Click on Real-time.
    OCP_wallboards.png
  2. Select the desired wallboards:
    • Listen in
    • Campaigns
    • Shelves
    • Queues
      OCP_wallboards_2.png
  3. The wallboards are displayed:
    OCP_wallboards_3.png
    Note: To know more about monitoring click here.

 

 

Access reports

Accessing reports on OneSupervisor meant:

  1. Clicking on the Reporting tab.
  2. Clicking on Reporting Services from the left-side menu.
  3. Clicking on Standard Reports or User Reports.
  4. Selecting the desired reports from:
    OneSupervisor_Reporting.png

 

On OneContact Portal:

  1. Click on Reporting.
    OCP_reporting.png
  2. Select the report from the list.
    OCP_reporting2.png
    Note: You can add more reports by clicking on UPLOAD REPORT.
    Warning: The standard reports must be deployed via OneAdmin:
    • On OneAdmin click on Instances.
    • Select the desired instance.
    • Suspend the instance.
    • Go to Reporting.
    • Click on Deploy databases to check the Deploy databases checkbox.
    • Click Finish to apply.
    • Boot the instance.
    Note: To know more about reporting click here.