1.0. Prerequisites

Make sure you meet the following requirements prior to installing Chronicall Multimedia.

CHRONICALL

Chronicall Release 3.10 or higher

You can check your current version by navigating to the Chronicall home page and clicking the bell in the top right corner. If you are on version 3.8 or older, you must update to the latest version. In order to upgrade, your Xima Care support coverage must be current.

CHRONICALL MULTIMEDIA SERVER

A separate, dedicated server away from Chronicall. (One Chronicall Multimedia Server will support up to 250 active Skill Based Routing and Queue Callback ports)

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Resource Estimates

If 500 agents are required, you will need 2 servers.
If 1,000 agents are required, you will need 4 servers and so on.

• Windows Server OS (2008, 2012, 2016) or Linux (Most all distributions) Either OS can be virtualized.
• 8 Core Processor
• 8 - 16GB RAM
• 500 GB Hard Drive
• 1 Ethernet NIC (10/100 or 10/1000)
• The latest version of Java
• Linux (Not included in the Chronicall Multimedia Installation Package)

AVAYA HARDWARE

• Avaya IP Office V1 or V2 Telephony Server; or Avaya IP Office Server Edition
• Avaya Voicemail Pro (’Preferred Edition’ or ‘Advanced Edition’). If Voicemail Pro is not present there will be no IVR or Auto Attendant, but calls may be routed directly to skills groups.
• One 3rd Party SIP Endpoint license for every five ports of Queue Call Back.
• Avaya Voice Compression Module (VCM) resources with licensing (One VCM resource is required for each call while in Chronicall’s Multimedia server).

AVAYA SOFTWARE

• Avaya IP Office R5.0 or higher
• One 3rd Party SIP Endpoint license for every five simultaneous calls in Chronicall Multimedia.
• One 3rd Party SIP Endpoint license for every five ports of Queue Call Back.
• If you employ IP Office R10 or newer, an Avaya CTI Pro License is required for each node.

2.0. Installing the Multimedia Software on the Multimedia Server

Before you can install the Multimedia software you must download Java. You can do so here.
You will need to install a small software client on the server after confirming all prerequisites. The setup file for Windows or Linux can be found here.

During the Multimedia install, you will be prompted to enter the IP address of the Chonicall server. Be sure to enter the correct IP address to ensure Multimedia will run properly.

3.0. How to Program Chronicall Multimedia Skills-Based Routing

3.1. Programming Avaya IP Office

MANAGER

Open Avaya IP Office Manager and pull a local system configuration.

AGENTS

Agent extensions will be utilized as virtual handsets to distribute calls between IPO and the Multimedia Server.
Create a new Agent for each Avaya 3rd Party SIP Endpoint license with the following settings:

1. In the Agent tab do the following:
   a. Create a Name for the agent. Repeat this name in the Full Name. Ex. MM1
   b. Create a Password on the Agent tab and re-enter the password in the Confirm
   Password field.
   c. Set Account Status as Enabled. This option is not available in older IPO releases.
   d. Insert an available extension in the Extension field.
   e. In the drop-down for Profile, select the ‘Basic Agent’ option.
   f. Check mark the Exclude From Directory box.
2. In the Voicemail Tab uncheck the box entitled Voicemail On.
3. In the Telephony tab do the following:
   a. In the Call Settings section check the box entitled Call Waiting On.
   b. In the Supervisor Settings section enter and verify a numeric password.
   c. Document the password as it will be used later when configuring Chronicall.
4. You will be prompted to select the extension type for the new agent. Select SIP extension
   and press OK
5. Repeat steps 1-5 for additional 3rd Party SIP licenses you have.

EXTENSIONS

Navigate to Extensions in the Configuration menu and find the newly created SIP extensions.

1. In the VOIP tab do the following:
   a. Select the Reserve License drop-down option and click on ‘Reserve 3rd
   party IP endpoint license’ if using Chronicall, or select 'Reserve Avaya IP endpoint license' if you are using Avaya Call Reporting with an OEM license.
   b. Uncheck Re-Invite Supported and Allow Direct Media Path.

HUNT GROUPS

Create a hunt group in Avaya IP Office.
This group will contain the SIP endpoint extension and provides an overflow to the failover group if all the endpoints are used to capacity.

1. In the Configuration menu right click on Group and select a “New” group.
2. In the Hunt Groups tab do the following:
   a. Name the group. Make the name recognizable for future reference.
   b. Provide an appropriate Extension number. e.g., 700.
   c. Add the newly created virtual handset extensions to the Agent List.
3. In the Queuing tab, uncheck the box Queuing On.
4. In the Overflow tab add any preconfigured or new IPO Hunt Group for overflow calls in the event of a Multimedia Server failure or insufficient endpoint licenses.
5. In the Voicemail tab uncheck the box Voicemail On.

APPLICATIONS GROUP

The prospective Multimedia extension user(s) must be part of a User Rights group with the option “Application Servers Group” checked. If there is not already a user rights group by the name of Application, create one. Also, select the virtual handset(s) created above in the User Rights Membership tab.

INCOMING CALL ROUTES

Create an Incoming Call Route to direct calls to Voicemail Pro (Auto Attendant greetings).

1. Select an Incoming Call Route or create a new one. It is recommended you select an unused number for proper testing first.
2. If routing the call to an auto-attendant do the following:
   a. In the Destinations tab do the following:
   b. In the Default Value and Destination field, type in ‘Multimedia’ and hit OK.
   Multimedia is a commonly used destination; however, you may
   choose any VM destination.
   c. You may choose to add a fallback Extension of an IPO Hunt Group in the
   destination in the event of a VMPro failure.
3. If the number is to go direct to a skill group:
   a. In the Standard tab set a Tag of the skill group name, with no spaces. b. Set the destination as the Multimedia hunt group.
4. Save and Merge*

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Reboot

A PBX reboot may be required to reserve and register the endpoints.

3.2. Programming Avaya Voicemail Pro

VOICEMAIL PRO

1. Create a Call Flow with the same name as created in the Incoming Call Route destination.
   a. Right click on Modules and select Add.
   b. When prompted for a name, enter the same name set in the Destination of the incoming Call Route.
2. In the Call Flow, create a Menu.
   a. Select Basic Actions.
   b. Select Menu and drag it onto the screen.
   c. In the Menu, create a greeting whereby you greet the caller and provide them menu or auto attendant options.
   d. Inside the Menu settings, add at least one Touch Tone selection. If the Auto Attendant option is to press ‘1’ for ‘Support’, insert a Transfer action from the Telephony Options into the call flow and link the Menu option 1 to the Transfer action.
   e. Inside the Transfer action select the Specific tab and do the following:
   - In the Destination field, type in the Multimedia Hunt Group previously created in Avaya IP Office.
   - Leave the Source field blank.
   - In the Description field, enter the extension of the Chronicall Multimedia Skill Group, without spaces, that you will program later in Chronicall Multimedia.

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Assisted Transfer Events Are NOT Supported

In the event that the virtual handset(s) are not answering, the overflow needs to be configured at the hunt group level of IP Office. The use of Assisted Transfers will result in inaccurate call logging and missed recordings.

3. Add additional Transfer actions for each touch tone option in the AA Menu and enter each Chronicall Skill Group name into the description.
4. Save and Make Live

3.3. Transferring calls to a Chronicall Multimedia Skill Group

Program Avaya IP Office to transfer inbound or internal calls into a Chronicall Multimedia Skill Group

1. Create a System Short Code in Avaya IP Office.
   a. Code: Enter a unique extension number (ex: 600)
   b. Feature: Voicemail Node
   c. Telephone Number: Provide a name for the Voicemail Node (ex: Support) d. Click OK, Save and Merge.
2. Create a System Short Code in Voice Mail Pro.
   a. In Voicemail Pro Client, configure a new shortcode under the following directory: IP Office -> Specific Start Points -> Short Codes -> Right Click and Select Add
   b. Give the Short Code the same name as the System Short Code created in Avaya IP Office Manager.
   c. In the working space, add a Telephony Action>Transfer to the call flow.
   d. In the Transfer properties, Specific tab, enter the extension for the Multimedia Hunt Group in
   Avaya IP Office in the Destination field
   e. In the Description tab, type in the name of the Chronicall Multimedia Skill Group that the call is
   intended to go.
3. Save and Make Live

4.0. How to Program Multimedia Skill Groups

Chronicall Multimedia needs the appropriate skills in order to send calls to the correct agents.

ASSIGNING MULTIMEDIA AGENTS

You will need to select which agents will be assigned to the skill groups.

1. Go to Admin -> System Settings -> Multimedia Voice Seat.
2. Select the agents who should be included in any given skill group.

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Realtime Agent License Required

Agents must first be assigned Realtime Agent Dashboards licenses.

ADD MULTIMEDIA SERVER ADDRESS

The Location of the Multimedia Server will also need to be programmed into the Chronicall settings. 1. Go to Admin - > System Settings -> Multimedia Voice Seat
2. Input the Primary Multimedia Server IP

VIRTUAL HANDSET LOGINS

Agent profile extensions that were created in Avaya IP Office need to be configured in Chronicall.

1. Select the SIP Extensions ellipsis tool from the Multimedia Voice Seat menu.
   The SIP Extension window will appear
2. Enter the Agent profile extensions created in Avaya IP Office under the
   Chronicall Multimedia SIP Extension field and the corresponding supervisor password from the same Agent extensions in the Avaya IP Office in the Password field. This password should be at least six characters long.
3. Hit OK to save. Save and exit system settings.

REGISTERING VIRTUAL SIP EXTENSIONS

It is recommended to restart the Chronicall Multimedia services to initiate a registration request.

1. After the service restart, navigate to Multimedia Configuration -> Multimedia SIP
   Endpoints and check the registration status of the virtual handsets. 2. Restart Multimedia services and repeat step 1.
   a. In IP Office Manager go to System > LAN(1) > VoIP and ensure that SIP Registrar is enabled. A PBX reboot may be required after this change.
   b. If you see an “unauthorized” message for the extension, double-check the agent
   supervisor and password and try again.
   c. Other issues may be related to firewalls, ports, or require a PBX reboot.

4.1. Creating & Assigning Skill Groups

Skill Groups are used to designate which phone operator should take a call based on the call type and agent created criteria. The following section will explain how to edit pre-existing Skill Groups and how to create new ones.

Multimedia SKILLS

To get to the Multimedia Skills window, do the following:

1. On the Home Page, select Multimedia Skills under the Multimedia Configuration tab.

In this window, you will see a chart detailing all your different Skill Groups and how each agent scores in each particular one. If this is your first time using this window, you will see we have already provided three blank Skill Groups that you can use as a template. If you would like to edit these or any pre-existing Skill Group, you can select the ellipsis tool at the top of each skill. If you would like to create an entirely new Skill, just select the Add Skill button at the bottom of the window. Both of these options will activate the Skill Settings window.

If you would like to assign an agent to a specific Skill Group, give them a numeric value in the cell
that correlates with the skill you want them to have. If the desired routing algorithm is Most Idle, the agents still need a skill level assigned or the agent will not take calls for that skill group.

SKILL SETTINGS

The Skill Settings window is used for customizing the settings for a specific Skill Group. This window has many options to allow for control of even the most minute details. However, below we have instructions for how to set a new skill with the required base settings.
To create a new skill, fill in the following values.

Name: The value used in the “Name” does not need to match the previous description but will be the value used to represent this group in reports. Note: This name should not be the same as any IP Office Hunt Group

IP Office Tag: Add the identical description that you previously created in Voicemail Pro.
Each skill can have multiple descriptions/tags as long as they match the same description name in Voicemail Pro.

Priority: Select a numeric priority for the Skill group. The higher the skill number
the greater the priority. This value is optional and will not cause routing issues if left blank.

Routing Algorithm: Select an algorithm. Choices are: Most Idle Agent, Linear, Circular, and Intelligent Highest Skill First. Each algorithm is outlined below:

• Most Idle Agent: Call will be delivered to the agent with the most idle time
• Linear: Call will be delivered to the first agent in the list if available, every time.
  Then to the second agent, so on and so forth. Consider this a priority list.
• Circular: round-robin fashion
• Intelligent Highest Skill First: Call will be delivered to the available agent with the highest skill level. If there are at least two or more agents with the same skill level and available for
  a call, the call will be delivered to the agent with the lowest overall skill level, leaving the higher skilled agent free to take other calls. If the agents overall skill level is tied, the call will then go to the agent that has been idle the longest.

To read more in-depth information on routing algorithms, click here.

If you are happy with these settings, hit OK.

4.2. Creating Queue Announcements

With queue announcements, callers will periodically hear customized messages while they wait in queue. For example, they can hear their estimated wait time or position in queue.

QUEUE ANNOUNCEMENT CONFIGURATION

To get to the Queue Announcement Configuration window, do the following:

1. On the Home Page, select Multimedia Skills under the Multimedia Configuration tab.
2. Select the ellipses tool above the skill that you would like to create a queue announcement for.
3. Select the ellipses tool located next to the Queue Announcements field. A new window with a blue bar should appear, this is the Queue Announcement Configuration window.
4. Hovering your mouse over the bar will cause a pin and time code to appear over your cursor. This represents the time interval your queue announcement will play.
5. Click on the time interval at which you would like the message to play and the pin will be placed, causing the Edit Queue Announcement menu to appear.

EDIT QUEUE ANNOUNCEMENT

The following settings are available for customization:

• Start Time: The amount of time a caller will to wait before they hear the announcement.
• Repeat Interval: The length of time at which the message will repeat.
• Repeat Limit: The maximum amount of times the announcement repeats.
• Announcement: The audio clip that will play during the message. Clicking on the ellipsis tool will open the Queue Announcement window which will be detailed below.
• Queue Callback Related: Specifies that the announcement includes a queue callback offer. If it is set to true, the announcement will discontinue playing if there aren’t any available Queue Callback Ports or if the customer has been called back and returned to the queue.

QUEUE ANNOUNCEMENT

The Queue Announcement window is dedicated to assigning single or composite audio clips to your Queue Announcement. Here you can select, edit, delete, or play preexisting Queue Announcements.

If you would like to create a new announcement or a new composite announcement, you can do so by selecting their respective buttons at the bottom of the window.

NEW ANNOUNCEMENT

In the New Announcement window give your announcement a name and record a new message using your phone, microphone, or by uploading an audio file from your computer. If you would like to hear the message, press the play button.

COMPOSITE MESSAGE

A composite message is a sequence of preexisting announcements that play one after the other. Once the desired sequence is built, give your composite message a name. The composite will be stored in the list of available announcements for future selection.

4.3. Creating a Language Pack

The following section will explain how to record and customize your language settings. If this does not apply to you, skip to section 4.4.

1. Navigate to the main page and select Multimedia Configuration > Multimedia Skills > Skill Settings.

You can access Skill Settings by adding a new skill or by selecting the ellipsis next to an existing skill.

2. Once in the Skill Settings window, you will see the Language Pack value and be given a couple options.
   a. If you select the dropdown menu, you will see that this feature now provides six languages to choose from: English, Spanish, Italian, Portuguese, French, and German.
   b. If none of these language options are helpful, you can select the ellipsis button next to the Language Pack value to insert recordings of your own language version. The ellipsis button can also help to further specify this value with an existing language.
3. When selecting the ellipsis button, the Manage Language Packs window will appear.
   a. You can select the “Import” button to import any pre recorded language recordings you would like to insert. The extension for the import option is .xlp.
   b. You can also select the “Add” button to add a new language pack.
4. When selecting the “Add” button, the Create New Language Pack window will appear.
5. Enter in the title of your language pack.
6. Select which language rules you would like your language pack to follow. This communicates which audio segments need to be recorded for the language you’ve selected. All potential recording scripts will be displayed in the language you’ve selected.
7. Adjust the audio trimming if necessary by selecting the Audio Trimming option. When you import audio or record audio from your microphone, you’re naturally going to have silence at the beginning and at the end of the recording. This feature programmatically trims the silence from your recordings. When you click on the ellipsis next to the Audio Trimming feature, the Audio Detection Parameters window will appear.
   a. Trimming Enabled: By default, this setting is set to disabled. You can click the dropdown to set the trimming capability to automatic, manual, or leave it as disabled.
   b. Threshold: This puts a cap on what detectable sound is considered silence and what is considered usable sound in a recording. A higher threshold makes the trimming more aggressive. We recommend 20,000.
   c. Cutoff: This puts a cap on the spikes in volume you may experience in a recording. A lower cutoff makes the trimming much more aggressive.
   d. Padding (ms): This is the amount of silence cushion at the beginning and end of a recording. We recommend 100 milliseconds of padding.
   e. Trim All Audio Segments: When your trimming setting is set to manual, this button allows you to trim the silence down from any existing recordings according to the settings you’ve adjusted above.
8. You will then go through and record the scripted phrases that the feature recommends. There are four buttons that provide different recording and script options.
   a. Phone Button: This will bring up your handset capture and allow you to select which phone (and agent) you would like it to ring. Select “Start Recording.” Once you’ve finished recording, the “Play” button will light up and you can press that to hit your recording. Click “OK” when you’re satisfied.
   b. File Button: This allows you to import pre recorded language recordings through your file system. Any file will work for this. Just select the file you would like to use and the feature will switch it to the right file for you.
   c. Microphone Button: This option will record through whatever microphone you have set up on your computer system. This will bring up a Microphone Capture window and show you the script of what you need to record. Select “Start Recording” to begin your recording, “Play” to hear what you’ve recorded, and “Save and Continue” to save your desired recording and continue to the next script. You can also select “Save” if you’re completely done recording.
   d. Internet Button: This will allow you to view an entire script for a recording at once.
9. In addition to the scripted phrases, you can also record the number options as well.
10. At the bottom of the Create a New Language Pack window, you will see an “Add Custom Audio” option. This will allow you to create custom audio messages that may not be listed above. (e.g.“We’re sorry we are experiencing higher call volume than usual.”) You can then distribute these custom messages to other people, and they can select from those custom messages.

4.4. Creating Queue Music

The following section will explain how you can customize the music that you would like callers to hear while they are waiting in queue.

ASSIGNING QUEUE MUSIC

To assign Queue Music to your desired skill group, do the following:

1. On the Home Page, select Multimedia Skills under the Multimedia Configuration tab.
2. Select the ellipsis tool above the skill group that you would like to assign the Queue Music to.
3. By selecting the drop-down next to the Queue Music field, you can assign the music that agents will hear when in the Queue for this skill group.
4. If you would like to create a new Queue Music track, you can select the ellipsis tool next to the drop-down on the same field. From here, the Queue Music window should appear.

QUEUE MUSIC

Accessing the Queue Music window will provide you with the ability to edit, preview, delete, or add new queue music.

Create new music by selecting it’s respective button at the bottom of the
window. Doing so will open up the New Music window.

NEW MUSIC

In the New Music window you add music and create a name by selecting the file from your computer using the directory button. Press the play button to hear the audio clip.
Beware of copyright infringement.

5.0. Queue Callback

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License Required

Queue Callback License required.

With Queue Callback, callers waiting in queue will be presented with the option of receiving a callback when they are in first position in queue or when an agent is available to take the call.

5.1. Queue Callback Strategy

WAIT IN QUEUE

When a queue callback has made its way to the top of the waiting list and now 1st in queue, Chronicall’s Multimedia Server will notify the customer and place them back into the
first place in queue. The wait in queue option is optimal for queues with shorter queue times.

RESERVE AGENT

When using the Reserve Agent queue callback strategy, the customer will be called back once they have reached the front of the line and an agent is available. Chronicall will reserve the agent while the customer is called back and offered the option to be sent to the reserved agent.

QUEUE CALLBACK SNOOZE

When a queue callback is made, the customer will be presented with the option to accept, snooze, or cancel the call. If they choose to snooze the call, Chronicall will wait a predetermined additional amount of time and will then attempt to call the customer back after the allotted time.

OUTBOUND CALL PREFIX

Outbound Call Prefix is the prefix used to dial out from the PBX. Ex. Dialing 9 before making an external call.

QUEUE TIMEOUT

When the customer is in the queue for a set period of time they are transferred to another group or destination of choice.

QUEUE OVERFLOW

Queue overflow is used when there are no agents enabled/ready in a certain skill. If this happens, the call will overflow to another skill or destination of choice.

5.2. After Call Work Timer

Once a call has ended, the agent will be placed in an After Call Work (ACW) state which means Chronicall Multimedia will not present or offer another call during this period.
The After Call Work Timer does not have to be programmed as it will be there by default with an initial time of 30 seconds and a 30 second snooze.
If you want to change these settings do the following:

1. Navigate to the System Settings, Multimedia Voice, then click on the ellipsis tool next to the After Call Work Timer.
2. Choose the initial ACW duration.
   a. Once a call has ended, this is the initial duration that an agent will be unavailable for another skill group call.
   Format is hours:minutes:seconds.
3. Choose the Snooze Duration.
   a. If the agent needs more time, they may select a snooze button on the ACW timer. The
   available time extension is set here. If you prefer the agents not have a snooze option, set this setting to 00:00:00.

6.0. How to Program Chronicall Web Chat

🚧

License Required

Web Chat License required.
Minimum of one Contact Center Voice license required.

Chronicall Web Chat provides customers the ability to Chat live with a Licensed Web Chat Agent from any webpage.

You must first install the Contact Center server and configure a virtual handset (as documented in section 3.0).

6.1. License Assignment

Chronicall Web Chat deployments using Xima Skills Based Voice Agents.

1. Go to Chronicall Main Menu -> Agent Management - > Licensed Voice Agents to assign voice agents.
   a. Select all of your voice agents. b. Click OK.
   c. Refresh Agents and Groups.

6.2. Design your Web Chat Interface

Customize the live chat configuration.

1. Select Admin System from the Chronicall Main Menu.
2. Go to System Settings -> Multimedia -> Chat Seat -> Chat Config.
3. In the configuration you can select your desired Header Color, Agent Chat Bubble Color, and Customer Chat Bubble Color. You can also insert your preferred Logo.

6.3. Preview

You can use the Preview button to see how what your configuration will look on your website as you design your webchat settings.

6.4. URL to Skill Mappings

Map specific pages within your website to specific skill groups.

1. Enter a unique word fount within the page URL into the URL that matches the field. i.e., www.beardedconstruction.com/support. The keyword would be “support”.
2. Select the appropriate skill group for that page. This will map the web chat request to the appropriate skill group.

6.5. Adding Agents to Skill Groups

To add an agent to a skill group, give them a skill level in the intersecting cell between the agent name and the intended skill group.

6.6. Chat Settings

Access Multi Media chat settings by going to Multimedia configuration -> Multimedia Skills -> Select the ellipsis at the top of the desired skill.

1. Invite Header Text: This text is what will be shown within the Chat Invite on your website
   a. Offer Chat Queue, which will allow customers to wait for the next available Agent. b. Offer Email allows them to send an email instead of waiting for the next Agent.
   c. Hide Chat Box
2. When No Agents Are Logged In: You are presented with 3 options when no agents are logged in:
   a. Offer Email allows them to send an email instead of waiting for the next Agent. b. Hide Chat Box
3. Canned Messages: Administrators can create an unlimited amount of predefined canned responses so agents can quickly address customer's common questions or concerns.
4. Customize Chat Widget Text: These are the predefined set of fields that are shown throughout the Chronicall web chat interface that can be customized to fit your wants and needs.