© 2009 Avaya Inc. All rights reserved.1 Chapter Three, Voic Pro Advanced Functions Module Four – Voic Campaigns

© 2009 Avaya Inc. All rights reserved.2 Module Introduction Campaign Manager enables the gathering of repetitive information from inbound calls (such as brochure requests) to be fully automated, leaving agents free to deal with other more complex calls which require human interaction. A definable sequence of recordings are played to the caller with time in between each recording to allow the capture of the caller's spoken answers and/or the caller's key presses via DTMF. The completed transaction can retrieved by an agent: – Campaign Web interface – Short Code – DSS button programmed on a telephone

© 2009 Avaya Inc. All rights reserved.3 Requirements Campaign Manager is included as part of the IP Office Preferred Edition license. The software is included on the Voic Pro CD and is installed when the Voic Pro Campaign Web Component feature is selected. Web Campaigns require the IIS web server on the voic server PC to be installed and enabled. – Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default. This is rectified by reinstalling IIS from the Windows installation disk, and selecting Legacy IIS support.

© 2009 Avaya Inc. All rights reserved.4 Requirements - continued

© 2009 Avaya Inc. All rights reserved.5 Campaign Wizard

© 2009 Avaya Inc. All rights reserved.6 Recording questions

© 2009 Avaya Inc. All rights reserved.7 Capturing responses

© 2009 Avaya Inc. All rights reserved.8 Customer Prompts

© 2009 Avaya Inc. All rights reserved.9 Customer Menu

© 2009 Avaya Inc. All rights reserved.10 Campaign Identification

© 2009 Avaya Inc. All rights reserved.11 Producing the Campaign

© 2009 Avaya Inc. All rights reserved.12 Collecting Campaign information After using the Campaign Wizard to create the Campaign, a call flow must be created to capture the information from callers. The Campaign call flow can be: – a simple Short Code or Module Start Point with one Campaign Leave action – referenced in an Incoming Call Route in Manager – integrated into an existing call flow or Auto Attendant.

© 2009 Avaya Inc. All rights reserved.13 Properties for the Campaign Action

© 2009 Avaya Inc. All rights reserved.14 Retrieving Campaign information There are several ways to retrieve or pick up information collected using the Voic Pro Campaign feature: – A call flow using the Campaign Action configured to pick up campaign information on the specific tab – The Voic Pro – Web Campaign interface Server}/campaign/campcgi.html – The default Short Code *38 (UnPark Call) For example *38*1212# (where 1212 is the Park Slot number) – Program a DSS button on a telephone

© 2009 Avaya Inc. All rights reserved.15 Creating a Campaign Call Flow

© 2009 Avaya Inc. All rights reserved.16 Creating a Campaign Call Flow

© 2009 Avaya Inc. All rights reserved.17 Campaign Web Interface

© 2009 Avaya Inc. All rights reserved.18 Default Short Code The default Short Code *38 can be dialed from any telephone along with the Park Slot number assigned to the Campaign

© 2009 Avaya Inc. All rights reserved.19 DSS Button Programming A DSS button can be programmed for one or more Users to make the collection of Campaign information easier from a telephone using the UnPark Call feature and the Park Slot number: Advanced Call UnPark Call

© 2009 Avaya Inc. All rights reserved.20 Campaign Controls When accessing the caller recordings from using a Campaign action or park slot number, the following controls are provided through the telephone keypad.