Call Center Manager – Rules Engine

Introduction

The Call Center Manager(CCM) Rules Engine is a new tool created by Voicent Communications. This new feature gives you a lot more control over your campaigns, agents, and lines used. Some basic examples are:

• Use specific agents based on the type of campaign.
• Use specific agents based on the type of lead.
• Use specific agents based on a column value.
• Use specific lines based on campaign, lead, or column value.

CCM Rules Engine Keys

Below are some types of keys within the CCM Rules Engine that will allow you full control of your lines used and agents. The rules in the CCM are prioritized from the top first to the bottom last. Conflicting rules are treated as a ‘OR’. To prevent conflicting rules, try to combine as many rules into the same Call/Line specs.

Campaign Keys

• __Camp__.Name : The name of the call list
• __Camp__.Tool : The name of the software, BroadcastByPhone, AgentDialer, AutoReminder, ...
• __Camp__.Message : The name of the Message ID or name of IVR app

Call Keys

• __Call__.Name : The name on the name cell
• __Call__.Phone
• __Call__.IsSms
• __Call__.IsVoice
• __Call__.column_name : where column_name is any column name in the spreadsheet
• __Call__.msgid : (AutoReminder specific) reminder message ID
• __Call__.user : (AutoReminder specific) the current calendar user for the call

Line Keys

• __Line__.Number : 1-based line number

Agent Keys

Operators

• +, -, *, /
• < , <=, ==, !=, >, >=
• &&, ||, !

Built-In Functions

• isextension(extno)
• list_contains(list, key)
• list_size(list)
• list_get(index)
• compare_currency
• compare_date(d1, d2)
• compare_time(t1, t2)
• compare_datetime(dt1, dt2)
• areacode(phoneno)
• ac_state(ac)
• ac_timezone(ac)
• {string}.length()
• {string}.indexof(key)
• {string}.substring(startIndex, endIndex)
• {file}.fileexists()
• {file}.filesize()
• {file}.fileremove()

Examples

Below are some rough examples of what you would want to use the CCM Rules Engine for. To add rules, launch Call Center Manager, and go to “Manage” tab, then select “Set Line Usage Rules” or “Set Call Transfer Rules”.

BroadcastByPhone Example

BBP uses IVR Studio message. If IVR is licensed for x number of lines, the app/message will only be deployed in the first x lines. So for BBP to use this message, it is better to limit the line usage to the first x lines. The example below will make sure BroadcastByPhone only uses lines less than or equal to 10 if the message selected is ‘sampleid’. If your message has a different name it will not use any rules and use any available line.

• Name: limit BBP lines
• Call Spec: __Camp__.Message == ‘sampleid’
• Line Spec: __Line__.Number < = 10

• Name: BBP Example
• Call Spec: __Call__.Important == 'Yes'
• Line Spec: __Line__.Number == 1

In the below example, the CCM Rules are set to search a BBP column name ‘Important’ and if that columns value is ‘Yes’ it will set the line to only use line 1. If the columns value is ‘No’ it will use any available line because we have no rules set for the scenario ‘No’.

Maybe you want BroadcastByPhone to always only use line 1, here is what that would look like

• Name: BBP Line 1
• Call Spec: __Camp__.Tool == 'BroadcastByPhone'
• Line Spec: __Line__.Number == 1

AgentDialer Example

AgentDialer call list contains a column named state, which can contain ‘customer’, ‘prospect’, and empty string for unknown. For all customers, transfer calls to agent john, and for prospects to agent mary, and others to mary also.

• Name: Transfer customer to john
• Call Spec: __Call__.state == 'Customer'
• Agent Spec: __Agent__.Name == 'john'

• Name: Transfer prospect to mary
• Call Spec: __Call__.state == 'prospect' || __Call.state == ''
• Agent Spec: __Agent__.Name == 'mary'

Call center rules

IVR Studio BroadcastByPhone Example

The CCM Rules Engine allows you to control your channels/lines based on what IVR Studios applications name is or what the Message ID is, below BroadcastByPhone is using an IVR Studio created message named ‘BBPIVRAPP’. If your IVR Studio is only licensed for 1 line, then you can only force it to use line 1. Even if BroadcastByPhone has more lines licensed to it.

• Name: Limit IVRBBP Lines
• Call Spec: __Camp__.Message == 'BBPIVRAPP'
• Line Spec: __Line__.Number == 1