Campaign Director. User s Guide

Size: px
Start display at page:

Download "Campaign Director. User s Guide"

Transcription

1 Campaign Director User s Guide

2 This is the third edition of Campaign Director User s Guide, document number , written for the Campaign Director system, a graphical user interface to the Mosaix Call Managment System. Mosaix, Inc. makes no representation or warranties with respect to the contents of this guide and disclaims any implied warranties or fitness for any particular purpose. Mosaix, Inc. reserves the right to revise this guide without obligation to notify any person or organization of such revision. If the supplied software is acquired by an agency or other part of the U.S. Government, the software and all its accompanying written materials are provided with Restricted Rights. Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subparagraph (c)(1)(ii) of the Rights in Technical Data and Workstation Program clause at 48 C.F.R or in subparagraphs (c)(1) and (2) of the Commercial Computer Software - Restricted Rights clause at 48 C.F.R , as applicable. All information contained in or disclosed by this document is considered confidential and proprietary by Mosaix, Inc. By accepting this material the recipient agrees that this material and information contained therein is held in confidence and in trust. All use, disclosure and/or reproduction of any part of this publication not specifically authorized by Mosaix, Inc. is prohibited. Copyright 1997 by Mosaix, Inc. All rights reserved world-wide. Campaign Control, Campaign Director, Campaign Monitor, Expert Calling, Intelligent Call Blending, Mosaix, Predictive Blend, and Searchlink are registered trademarks of Mosaix, Inc. Campaign Analyst, Campaign Editor, Campaign Manager, and Campaign Monitor Tools are trademarks of Mosaix, Inc. The following are trademarks or registered trademarks of their respective companies or organizations: Microsoft, Microsoft Access, Microsoft OfficePro, PC Anywhere, Windows, and Windows NT. Notice This product contains information and/or data of Bell Communications Research, Inc. (Bellcore) licensed to be included herein. Recipient acknowledges and agrees that (1) BELLCORE AND ITS AFFILIATES MAKE NO REPRESENTATIONS, EXTEND NO WARRANTIES OF ANY KIND, EXPRESSED OR IMPLIED, AND ASSUME NO RESPONSIBILITY OR LIABILITY WHATSOEVER WITH RESPECT TO THE USE, SUFFICIENCY OR ACCURACY OF THE PRODUCT, (2) RECIPIENT SHALL MAKE NO CLAIM AGAINST BELLCORE OR ANY OF ITS AFFILIATES WITH RESPECT TO THE PRODUCT, AND WAIVES ALL CLAIMS AGAINST BELLCORE OR ANY OF ITS AFFILIATES WITH RESPECT TO THE PRODUCT, (3) IN NO EVENT SHALL BELLCORE OR ANY OF ITS AFFILIATES BE LIABLE FOR ANY DAMAGES, INCLUDING ANY LOST PROFITS OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES RELATING TO THE PRODUCT, AND (4) THIS AGREEMENT SHALL BE ENFORCEABLE BY BELLCORE. Mosaix, Inc. P.0. Box 908, Redmond, WA World Wide Web home page:

3 Software License Agreement Mosaix, Inc. grants you a non-exclusive, non-transferable license to use this copy of the program on the following terms. License You may: permit use of the program concurrently on the number of server workstations and client workstations equal to the number of server and client workstation licenses purchased from Mosaix, Inc. or an authorized reseller for Mosaix, Inc.; and make copies of the program solely for archival or back-up purposes. You may not: permit other individuals to use the program except under the terms listed above; modify, translate, reverse engineer, decompile, disassemble, create derivative works based on or copy (except for archival purposes) the program or the accompanying documentation; rent, transfer or grant any right in the program or accompanying documentation in any form to any other person without the prior written consent of Mosaix, Inc.; and remove any proprietary notices, labels or marks on the program or accompanying documentation. Failure to comply with any of the above restrictions will terminate this license. This license is not for sale. Title and copyrights to the program and accompanying documentation and any copy remain with Mosaix, Inc. Limited Warranty and Disclaimer Mosaix, Inc. warrants that, for 90 days from the date of purchase, the media on which the program is furnished will be free from defects in materials and workmanship and that the software is properly recorded. Mosaix, Inc. s entire liability and your exclusive remedy under this warranty will be to replace the media. Except for the above express limited warranty, Mosaix, Inc. makes no warranties, express or implied, including without limitation the implied warranties of merchantability and fitness for a particular purpose, regarding the software. Mosaix, Inc. does not warrant, guarantee or make any representations regarding the use or the results of the use of the software in terms of its correctness, accuracy, reliability, currentness or otherwise. The entire risk as to the results and performance of the software is assumed by you. The exclusion of implied warranties is not permitted by some jurisdictions. The above exclusion may not apply to you. Limitation of Liability In no event will Mosaix, Inc. and its directors, officers, employees or agents (collectively Mosaix, Inc.) be liable to you for any consequential, incidental or indirect damages (including damages for loss of business profits, business interruption, loss of business information, and the like) arising out of the use or inability to use the software even if Mosaix, Inc. has been advised of the possibility of such damages. Because some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitations may not apply to you. Mosaix, Inc. s liability to you for actual damages from any cause whatsoever, and regardless of the form of the action (whether in contract, tort (including negligence), product liability or otherwise), will be limited to $1,000. General The agreement constitutes the entire agreement between you and Mosaix, Inc. If any provision of this agreement is held invalid, the remainder shall continue in full force and effect. This agreement is governed by the laws of the state of Washington.

4

5 Contents About this Guide...ix Introducing Campaign Director Campaign Director Programs...2 Coordinating Outbound and Inbound Calling Activities...3 Downloading your Client Records...3 Analyzing the Calling List...4 Telling the Mosaix System How to Call Clients...4 Telling the Mosaix System Which Clients to Call...5 Setting up Calling Jobs...5 Starting Calling Activities...6 Monitoring Calling Activities...7 Managing Calling Activities...8 Ending Calling Activities...8 Generating Reports...8 Campaign Analyst...9 Campaign Control...9 PC Analysis File Transfer...10 Wrapping up the Day...10 Campaign Control Connecting to a Mosaix System...11 Telnet Window...12 Disconnecting from a Mosaix System...12 Campaign Control Error Messages...13 v

6 Campaign Editor Connecting to a Mosaix System...16 Using the Phone Strategy Editor...17 Initial Phone Tab...18 Alternate Initial Tab...20 Detection Mode Tab...21 Retries Tab...22 Saving a Phone Strategy...23 Deleting a Phone Strategy...23 Using the Record Selection Editor...24 Records Tab...25 Time Zones Tab...26 Calling Results Tab...27 Recalls Tab...28 Sort Tab...29 Saving a Record Selection...30 Deleting a Record Selection...30 Verifying a Record Selection...30 Starting a Record Selection...31 Using the Job Editor...31 Basic Tab...32 Outbound Tab...34 Unit Work List Tab...36 Managed Dialing Tab...37 Sales Verification Tab...38 Infinite Tab...39 Virtual Agent Tab...40 Inbound Tab...41 Saving a Job...43 Deleting a Job...43 Verifying and Starting a Job...43 vi Campaign Director User s Guide

7 Using Selection Statements...45 Campaign Monitor Tools Adding Supervisor and Agent Names...48 Deleting Supervisor and Agent Names...49 Managing Supervisor and Agent Assignments...50 Converting Campaign Analyst Hierarchies...51 Campaign Monitor Connecting to a Mosaix System...54 Setting Monitor Options...54 Selecting Call Completion Codes...55 Setting a Job Goal...56 Setting Display Options...57 Monitoring System Activity and Setting Alarms...58 Overview...58 Lines...58 Agents...59 Setting Alarms...60 Monitoring Job Activity...62 Selecting a Job to Monitor...62 Info...63 Agents...63 Call Completion Codes...64 Call Handling...64 Wait Queue...65 Goal...65 Monitoring Agent Activity...66 Selecting an Agent to Monitor...66 Agent Info...67 Agent Call Completion Codes...67 Agents...68 Contents vii

8 Campaign Manager Campaign Manager Toolbar...70 Connecting to a Mosaix System...70 Selecting a Job to Manage...70 Stopping a Job Manually...71 Editing Job Links...71 Reassigning Line Types...72 Editing a Job s Minimum Hit Rate...72 Editing Agent Inbound Settings...74 Editing Expert Calling Settings...74 Editing Managed Dialing Settings...75 Editing Time Zone Settings...76 Editing Phone Strategy Settings...76 Editing Unit Work List Settings...77 Editing Job Quota Settings...77 Selecting an Agent to Manage...78 Removing an Agent from the Job...78 Monitoring an Agent Conversation...78 Sending a Message to One or All Agents...79 Transferring an Agent to Another Job...79 Switching to Another Campaign Director Program...80 PC Analysis File Transfer Transferring PC Analysis Extract Files...82 Campaign Monitor Data Fields...83 Glossary...95 Index viii Campaign Director User s Guide

9 About this Guide This guide describes the Campaign Director software, a graphical user interface to the Mosaix Call Management System, which runs on your supervisor workstation. Your installation might include some or all of the Campaign Director programs. Chapter 1, Introducing Campaign Director, introduces the Campaign Director programs and the daily activities you can accomplish. Chapter 2, Campaign Control, describes how to connect to a Mosaix system to use its character-based menu system. Chapter 3, Campaign Editor, describes how to set up phone strategies, record selections, and jobs for your campaigns. Chapter 4, Campaign Monitor Tools, describes how to set up agent and supervisor names and relationships for use in Campaign Monitor. Chapter 5, Campaign Monitor, describes the various graphs and charts that you can use to monitor active jobs. Chapter 6, Campaign Manager, describes how to manage active jobs and identifies settings that you can change. Chapter 7, PC Analysis File Transfer, describes how to transfer PC Analysis extract files from a Mosaix system to your workstation. Appendix A, Campaign Monitor Data Fields, contains descriptions of the statistics that Campaign Monitor displays in its charts and graphs. Glossary defines common Campaign Director and Mosaix system terms. ix

10 x Campaign Director User s Guide

11 Introducing Campaign Director 1 Campaign Director provides a graphical user interface (GUI) to the Mosaix system, a powerful, easy-to-use call processing system. The Mosaix system increases your call center s productivity and helps you achieve campaign goals such as making new sales, retaining clients, and collecting payments. The Mosaix system consists of software and networked components including the Mosaix system cabinet, supervisor workstations, agent workstations, printers, and modems. As a campaign supervisor, you use the supervisor workstation and Campaign Director software to define campaign calling activities. A campaign is a strategy that you design to achieve your call center goals. A campaign can include one or more calling jobs that accomplish specific goals. This guide focuses on using Campaign Director to set up, run, monitor, manage, and report on calling jobs. 1

12 Campaign Director Programs The Campaign Director software can consist of the following programs. Campaign Control Campaign Manager Campaign Editor Campaign Analyst Campaign Monitor Tools Predictive Blend Campaign Monitor PC Analysis File Transfer Depending on your installation, Campaign Director can help you accomplish the following tasks: Work with and analyze client records, and generate Mosaix system reports (Campaign Control) Tell the Mosaix system how to handle calls, which clients to call, and how to set up and start calling jobs (Campaign Editor) Set up agent and supervisor names and relationships for use in Campaign Monitor (Campaign Monitor Tools) Monitor calling activities (Campaign Monitor) Adjust job settings and manage agents on active jobs (Campaign Manager) Generate reports about and perform statistical analysis on agent and job performance based on individual or consolidated Mosaix system statistics (Campaign Analyst) Setup, modify, and monitor call blending parameters that determine how the Mosaix system moves ACD agents between inbound and outbound calling activities (Predictive Blend) Transfer raw agent and job statistics from a Mosaix system to your Campaign Director workstation for use in spreadsheet or word processing programs (PC Analysis File Transfer) 2 Campaign Director User s Guide

13 Coordinating Outbound and Inbound Calling Activities Depending on your installation, your Mosaix system will use either Predictive Blend or Intelligent Call Blending. A Predictive Blend system integrates outbound calling activities on your Mosaix system with inbound calling activities on your ACD. The Mosaix system uses ACD agents for outbound and inbound calling. The system acquires ACD agents for outbound calling when the inbound calling activity decreases. When the inbound calling activity increases, it releases these agents to inbound calling. Moving agents between ACD inbound and the Mosaix system outbound calling keeps the agents busy while keeping the ACD service level within your prescribed limits. Use Campaign Director s Predictive Blend program to set up, modify, and monitor call blending parameters. Refer to the Mosaix Call Management System User s Guide and the Predictive Blend Help system for more information. An Intelligent Call Blending system distributes a blend of inbound and outbound calls to Mosaix system agents. Typically, the ACD transfers inbound calls to available inbound or blend agents on the Mosaix system. When an agent isn t available, the Mosaix system will either place calls in the wait queue or return the call to the ACD. If your system doesn t use an ACD, the Mosaix system transfers inbound calls to available inbound or blend agents. The remainder of this chapter describes the activities you ll perform using Campaign Director. Downloading your Client Records During the night, the host computer at most call centers creates a file of client records that the Mosaix system will use the next working day. Typically, the Mosaix system transfers this file from the host computer and creates a calling list. If the automatic download does not occur, use Campaign Control to download the host file before you prepare the Mosaix system for calling activities. Introducing Campaign Director 3

14 Refer to Campaign Control on page 11 for more information on using this program. Refer to the Mosaix Call Management System User s Guide for more information on downloading your calling list. Analyzing the Calling List You can use Campaign Control to start the Mosaix system List Distribution feature. List Distribution is a reporting tool that allows you to analyze the records in your calling list. The List Distribution reports allow you to make decisions about your campaign s calling mission. You can use this information to help you set up how the Mosaix system will select client records from a calling list. Refer to the Mosaix Call Management System User s Guide for more information on List Distribution. Telling the Mosaix System How to Call Clients A phone strategy tells the Mosaix system how to call clients during a job. It also tells the Mosaix system which client phone numbers to call and how often. For example, you might set up a phone strategy to dial the customer s home phone, then if no one answers, the Mosaix system will dial the same number up to three times at one-hour intervals. The Mosaix system applies the criteria and settings you specify in the phone strategy to the client records it selects from the calling list. Your system contains sample strategies. If an existing strategy doesn t meet your requirements, you can use Campaign Editor to edit it or create a new one. Refer to Using the Phone Strategy Editor on page 17 and the Campaign Editor Help system for more information. 4 Campaign Director User s Guide

15 Telling the Mosaix System Which Clients to Call A record selection tells the Mosaix system which clients in a calling list to call during a job. Use Campaign Editor to define record selection criteria and settings. For example, you might set up a record selection to choose all records with an outstanding balance of over $500 or all records meeting specific demographic criteria. You also select a phone strategy for each record selection. In Campaign Editor, you can use an existing record selection, edit a selection, or create one. Before using a record selection, you can review it and compare it to the List Distribution reports for the calling list. Refer to Using the Record Selection Editor on page 24 and the Campaign Editor Help system for more information on record selection. Setting up Calling Jobs A calling job definition contains all the information the Mosaix system needs to call clients. It integrates a phone strategy, record selection, and other settings that the Mosaix system uses to place outbound calls and receive inbound calls. If you have an Intelligent Call Blending system, you can use Campaign Editor to set up three types of jobs: Outbound jobs during which the Mosaix system calls clients Inbound jobs during which the Mosaix system receives client calls Blend jobs during which the Mosaix system calls clients and receives client calls If you have a Predictive Blend system, you can use Campaign Editor to set up outbound jobs. This system doesn t use inbound or blend jobs. You can set up special outbound jobs for both Predictive Blend and Intelligent Call Blending systems: A Unit Work List job divides client records into subsets. Agents work with records only in their assigned unit work lists. Introducing Campaign Director 5

16 A Managed Dialing job allows agents to preview or cancel a client record before the Mosaix system calls the client. A Sales Verification job creates a second campaign to verify a sale or commitment that the client made. An Infinite job can receive new records for calling while the job is active. A Virtual Agent job allows the Mosaix system to manage calling activities without agents by placing calls and playing a recorded message when the Mosaix system connects to a client or answering machine. Your Mosaix system contains sample calling jobs. If none of these jobs meet your campaign goals, you can edit a job or create one. Refer to Using the Job Editor on page 31 and the Campaign Editor Help system for more information on setting up calling jobs. Starting Calling Activities Once you set up the Mosaix system for calling activities, you ll use Campaign Editor to start one or more jobs. Based on your calling needs, you ll assign agents to specific jobs and tell them what agent type to use when logging on. If your system uses Intelligent Call Blending, you ll assign Outbound, Inbound, Blend, Person to Person, and Managed agents to the appropriate jobs. If your system uses Predictive Blend, you ll assign Outbound, Person to Person, Managed, and ACD agents to the appropriate jobs. Once you start a job and agents log on, the Mosaix system begins calling activities and agents begin handling calls. Refer to Verifying and Starting a Job on page 43 and the Campaign Editor Help system for more information on starting jobs. 6 Campaign Director User s Guide

17 Monitoring Calling Activities Campaign Monitor allows you to observe your call center activities using charts and tables. In Campaign Monitor, you can identify system resource allocations, set alarms, observe job goals, and display aspects of job productivity. For example, after you connect to a Mosaix system and select a job, you can identify the job s call completion codes and set the job s goal. You can also monitor system calling activities such as job completion percentages and current agent statistics. Campaign Monitor can display and sound an alarm when job conditions exceed the criteria you set. During the job, you can also edit these alarms. Refer to Campaign Monitor on page 53 and the Campaign Monitor Help system for more information. Introducing Campaign Director 7

18 Managing Calling Activities Campaign Manager allows you to manage job settings and agent activities during an active job. You can use any Campaign Manager feature while reviewing calling activities. For example, after you select a Mosaix system and a job, you can link jobs, stop the job, or change job settings. If you also select an agent, you can monitor the agent s conversation, send agents messages, and manage agent calling activities. The Mosaix system immediately uses the new settings. Refer to Campaign Manager on page 69 and the Campaign Manager Help system for more information. Ending Calling Activities In Campaign Editor, you can set up the start and stop times for outbound calling. You can also set up these jobs to stop calling clients after they call all the clients in a calling list or after your agents meet their quota. Campaign Manager also lets you manually stop a job immediately or after your agents complete their current call. This is useful when you want your agents to attend a meeting or when you need to shut down your system unexpectedly. Refer to Stopping a Job Manually on page 71 and the Campaign Manager Help system for more information on stopping a job before its scheduled stop time. Generating Reports At the end of your calling activities, you can generate and view reports about job and agent statistics using Campaign Analyst, Campaign Control, and PC Analysis File Transfer. 8 Campaign Director User s Guide

19 Campaign Analyst You can use Campaign Analyst to generate call management reports on job and agent detail. With Campaign Analyst, you can accomplish the following tasks: Transfer and convert Mosaix system job and agent statistics Set up and manage job and agent hierarchies Set up and manage completion code definitions Generate reports Campaign Analyst is an optional part of Campaign Director. If your installation includes it, refer to the Campaign Analyst User s Guide and the Campaign Analyst Help system for more information. Campaign Control You can use Campaign Control to log into character-based menus with which you can generate a variety of Mosaix system reports and PC Analysis extracts based on Mosaix system performance data. Mosaix system reports are available through the Reports option on the Mosaix system Supervisor Main Menu. Use the PC Analysis menus to extract Mosaix system data. You can extract five types of Mosaix system data: job history, agent history, calling statistics, transaction statistics, and calling lists. The Mosaix system extracts the data into files that you can transfer to your personal computer using the PC Analysis File Transfer tool. You can then use the data to create reports, charts, and spreadsheets. Refer to Campaign Control on page 11 for more information on connecting to a Mosaix system and using the Supervisor Main Menu. Refer to the Mosaix Call Management System User s Guide for more information on generating Mosaix system reports and using PC Analysis. Introducing Campaign Director 9

20 PC Analysis File Transfer After you generate PC Analysis extract files, transfer them from the Mosaix system to your Campaign Director workstation using the PC Analysis File Transfer tool. With this data, you can create reports, charts, and spreadsheets using spreadsheet and reporting packages that are available to you. See PC Analysis File Transfer on page 81 for more information. Wrapping up the Day After your agents complete the calling activities for the day and you prepare your Mosaix system reports, you can prepare for the next day s calling activities. This can include scheduling jobs, creating jobs, and reviewing phone strategies and record selections. 10 Campaign Director User s Guide

21 Campaign Control 2 You can use Campaign Control to manage Mosaix system operations from your workstation. Campaign Control provides access to the Mosaix system character-based menus. You can connect to and log into a system to download and analyze calling lists and to generate Mosaix system reports. Refer to the Mosaix Call Management System User s Guide for more information. Connecting to a Mosaix System 1 From the Windows Start menu, choose Programs, Campaign Director, then Campaign Control. 2 Select a Mosaix system, then click OK. A Telnet window appears on your screen. 3 Type your user name and password at the system prompts. 4 If prompted, type a key code, press the tab key to highlight OK, then press Enter to establish a headset connection to monitor agents. - or - If you do not wish to monitor agents, press the tab key to highlight Cancel, then press Enter. The character-based menu system associated with your user name appears in the Telnet window. 11

22 Telnet Window From the Help menu, choose Contents for more information on using Telnet. Disconnecting from a Mosaix System Exit from a Mosaix system to disconnect the Telnet session and close Campaign Control. Exit the current menu system. - or - From the File menu, choose Disconnect. 12 Campaign Director User s Guide

23 Campaign Control Error Messages You may occasionally see error messages as you start Campaign Control or connect to a Mosaix system. The following tables list conditions, causes, and actions for common errors. Unable to connect to host. Condition: Causes: Actions: System connection fails. Network problem. System unavailable. Configuration problem: incorrect or missing entry in your workstation s network host table. Contact your network supervisor regarding a network problem. Otherwise, contact your technical support representative. Could not create timer. Close some other applications and try Campaign Control again. Condition: Cause: Action: Campaign Control fails to start. Too many currently running Windows applications require a system timer. Close all Windows applications not currently in use and restart Campaign Control. Campaign Control 13

24 14 Campaign Director User s Guide

25 Campaign Editor 3 Use Campaign Editor to create or edit a phone strategy, record selection, and job. Each job contains the name of a record selection and other settings. (The record selection contains the name of the phone strategy.) This job definition includes all the information the Mosaix system needs to call clients. Your Mosaix system includes sample phone strategies, record selections, and jobs. Review them to see if one or more meet your campaign goals. If a job doesn t meet your campaign goals, you can modify its settings. This can include creating or editing a phone strategy or record selection. You can also create a new job to handle other campaign goals. To start Campaign Editor From the Windows Start menu, choose Programs, Campaign Director, then Campaign Editor. The Campaign Editor window appears on your screen. Menu bar Toolbar Status bar System Editor name 15

26 The Campaign Editor toolbar contains 10 buttons. The buttons available on your toolbar vary according to the task you are performing and the type of job you select. Click Help on the toolbar to display Campaign Editor Help. System New Open Save Verify Start Job Editor Record Selection Phone Strategy Help Connecting to a Mosaix System Before you can use the Phone Strategy, Record Selection, or Job Editors, you must connect to a Mosaix system. When Campaign Editor connects to a Mosaix system, it compares and synchronizes its data with that from the Mosaix system. If another Campaign Director workstation is synchronizing to the Mosaix system that you selected, Campaign Editor will identify the workstation. Campaign Editor also gives you the option to wait until the synchronization completes before it connects you to the Mosaix system or to cancel your request to allow you to connect to another system. CAUTION If multiple users change settings in the same phone strategy, record selection, or job at the same time, the Mosaix system uses the most recently saved settings. For example, two users are concurrently changing settings in the job named Job1. The first user saves his or her changes to Job1. When the second user saves changes, the system overwrites the first user s settings with the second user s settings. Also, if changes are made to the Mosaix system through the character-based interface, Campaign Director users will not see the changes until the next synchronization and could possibly overwrite them. Coordinate Campaign Editor activities with other users to prevent these situations. 16 Campaign Director User s Guide

27 To connect to a Mosaix system 1 On the Campaign Editor toolbar, click System. 2 Select a Mosaix system, then click OK. 3 Choose the editor you want to use to create or edit a phone strategy, record selection, or job. Using the Phone Strategy Editor Use the Phone Strategy editor to create or edit a phone strategy. A phone strategy tells the Mosaix system when and how to call clients during a job. Phone strategy settings include which phones the Mosaix system calls, which alternate phone to call, which call detection modes to use, the number of rings the Mosaix allows before disconnecting, and whether to retry the initial number. The Mosaix system requires that a phone strategy be used with every record selection. Create a phone strategy when an existing phone strategy doesn t meet your current needs. Edit a phone strategy when you want to modify an existing strategy. See the Mosaix Call Management System User s Guide and Campaign Editor Help system for more information. CAUTION Two or more users can edit the same phone strategy file simultaneously in a multiple-workstation environment. The user who saves changes last will have those changes saved. These changes will overwrite any previously saved changes. If a user deletes a phone strategy file while another user works on it, Campaign Director recreates the file when the latter user saves the changes. To use the Phone Strategy editor 1 On the Campaign Editor toolbar, click Phone Strategy. 2 Click New on the toolbar to create a phone strategy. - or - Click Open to select a strategy to edit. 3 In the List field, select a calling list. 4 Click each tab to complete or change appropriate fields. 5 Save the phone strategy. Campaign Editor 17

28 Initial Phone Tab Use the Initial Phone tab to determine which phone number in each record the Mosaix system calls first. Select a phone and set selection criteria to qualify a record for calling. If a record doesn t match the criteria you set, the Mosaix system won t call the record. TIP To keep job productivity high, call only one phone number (such as home or business) per job. To add an initial phone 1 Choose Add or Insert. The Initial Phone dialog box appears. 2 In the Phone field, select a number representing a phone type. 3 In Field, select a field name. 18 Campaign Director User s Guide

29 4 In the Value field, type a value. TIP The selection criteria should be general enough to allow most records to use the same phone strategy. 5 In the Logic field, select a logic operator. For a selection statement with just one field and value select [None]. For a selection statement with two fields and values select either AND or OR. 6 Select a second field name and value, if appropriate. 7 Click OK. 8 Repeat steps 1 through 7 for each phone. Refer to Using Selection Statements on page 45 for more information on setting up selection statements. To edit initial phone settings 1 Select the initial phone to edit. 2 Choose Edit. 3 In the Initial Phone dialog box, change the settings, then click OK. To delete initial phone settings 1 Select the initial phone to delete. 2 Choose Delete. Campaign Director removes the selected initial phone setting. Campaign Editor 19

30 Alternate Initial Tab Use the Alternate Initial tab to set up one or more phones that the Mosaix system will use as alternate initial phones based on the time of day. You select which phone (or phones) to use as an alternate initial phone and at what time to switch from calling the initial phone to the calling an alternate initial phone. For example, you can tell the Mosaix system to switch from calling business phones during the day (initial phone) to calling home phones (alternate initial phone) during the evening starting at 6 PM. TIP To keep job productivity high, don t select an alternate initial phone. (Call only one phone number, the initial phone, per job.) 1 In the Phone column, select a number representing a phone type. 2 In the Time column, click + or - to set a time. 3 Click in the Time Zones column. Select one or more time zones from the Set Time Zones window, then click OK. 4 Repeat steps 1 through 3 for each phone. 20 Campaign Director User s Guide

31 Detection Mode Tab Use the Detection Mode tab to determine the types of calls the Mosaix system passes to agents. Call detection modes correspond to responses that the Mosaix system detects when it dials a number. Typical call detection modes include voice, autovoice, and operator intercept. The Mosaix system passes calls to agents based on the selected modes. 1 In the Phone field, select a number representing a phone type. 2 In the Number of rings field, type the number of rings the Mosaix system allows before ending the call and recording the call result as No Answer. (Low number recommended, such as 3.) 3 Select one or more modes in Detection Mode. 4 Repeat steps 1 through 3 for each phone. Campaign Editor 21

32 Retries Tab Use the Retries tab to determine how long the Mosaix system waits before recalling a number, how many times it retries the same phone number, and which phone it calls next. TIP To keep job productivity high, select retry times that are appropriate for the initial call s result. For example, retry a BUSY result twice, after 15 -minute intervals. Retry a NOANSWER result twice, after 60-minute intervals. 1 In the Phone field, select a number representing a phone type. 2 In the Result column, select a call result. 3 In the Retry column, type the number of minutes the Mosaix system will wait before trying the number again. 4 In the Times column, type the number of times to attempt to call a number. 5 In the Then Call column, type a number representing the phone type the Mosaix system calls next. 6 Repeat steps 2 through 5 for each call result you want to select. 7 Repeat steps 1 through 6 for each phone. 22 Campaign Director User s Guide

33 Saving a Phone Strategy 1 Click Save on the toolbar or choose Save Strategy from the File menu. - or - Choose Save As from the File menu to save edits using a different phone strategy name. 2 Type a name for the phone strategy (eight characters maximum), if required. 3 Click OK. Deleting a Phone Strategy Delete a phone strategy when you are certain that you will no longer use it. 1 Choose Delete from the File menu. 2 Select the strategy to delete. 3 Click Yes at the prompt. Campaign Editor 23

34 Using the Record Selection Editor Use the Record Selection editor to create or edit, verify, and start a record selection. Record selection settings tell the Mosaix system which clients on a calling list to call and the order in which to call them. When you start a record selection, the Mosaix system chooses records based on the following criteria: calling list fields, time zones, previous calling results, agent set recalls, and phone strategy settings. You must start a record selection before you start a job. TIP To keep job productivity high, design record selections that will select enough records for a job to run for at least one hour. If necessary, expand a record selection s criteria. Create a record selection when an existing record selection doesn t meet your current needs. Edit a record selection when you want to modify an existing record selection. See the Mosaix Call Management System User s Guide and Campaign Editor Help system for more information. CAUTION Two or more users can edit the same record selection file simultaneously in a multiple-workstation environment. The user who saves changes last will have those changes saved. These changes will overwrite any previously saved changes. If a user deletes a record selection file while another user works on it, Campaign Director recreates the file when the latter user saves the changes. To use the Record Selection editor 1 On the Campaign Editor toolbar, click Record Selection. 2 Click New on the toolbar to create a record selection. - or - Click Open to select a record selection to edit. 3 In the List field, select a calling list. 4 Click each tab to complete or change appropriate fields. 5 Save the record selection. 24 Campaign Director User s Guide

35 Records Tab Use the Records tab to define which records the Mosaix system uses during a job based on values for calling list fields. 1 In the Field column, select a calling list field name. 2 In the Value column, type a condition and value. 3 In the Logic column, select a logic operator. For a single-line selection statement, select [None]. For a multi-line statement, select either AND or OR. 4 Type the group number in the Group column, if necessary. Use a group number to associate more than one line of selection criteria. 5 Click Add or Insert. 6 Repeat steps 1 through 5 for each selection criteria. Refer to Using Selection Statements on page 45 for more information on setting up selection statements. Campaign Editor 25

36 Time Zones Tab Use the Time Zones tab to select time zones that the Mosaix system uses to determine which phone numbers to call. To select a time zone, select the box next to the time zone. - or - Click Select All. To clear a time zone, click the X in the box next to the time zone you want to clear. - or - Click Unselect All. 26 Campaign Director User s Guide

37 Calling Results Tab Use the Calling Results tab to tell the Mosaix system which phone numbers to call based on previous calling results. To select a calling result, select the box next to the result in the Previous results column. - or - Click Select All. To clear a previous result, select the X in the box next to the result. - or - Click Unselect All. Campaign Editor 27

38 Recalls Tab During a job, agents can tell the Mosaix system to recall specific records. Use the Recalls tab to determine which of these agent-set recalls to include in the record selection. 1 In the Field column, select a field name. 2 In the Value column, type a condition and value. 3 In the Logic column, select a logic operator. For a single-line selection statement, select [None]. For a multi-line statement, select either AND or OR. 4 Type the group number in the Group column, if necessary. Use a group number to associate more than one line of selection criteria. 5 Click Add or Insert. 6 Repeat steps 1 through 5 for each Recall selection statement. Refer to Using Selection Statements on page 45 for more information on setting up selection statements. 28 Campaign Director User s Guide

39 Sort Tab Use the Sort tab to determine the record order that the Mosaix system uses to call clients. 1 Select a field in the Available fields list. Click > to copy the field to the Sort records by column. 2 Click the arrow in the Order column to designate the sort order. An up arrow indicates an ascending sort order; a down arrow indicates a descending sort order. 3 Repeat steps 1 and 2 for each sort field. 4 To change a selected field s sort priority, drag the item to a new location in the list. 5 To return a field to the Available fields column, select the field then click <. 6 Select Ignore Time Zones to tell the Mosaix system to ignore time zones when you run the record selection. 7 Select unit work list sort field allows the Mosaix system to use this record selection with a Unit Work List job. In the Field box, select a calling list field that the Mosaix system uses to sort records into subsets. If you want to use this record selection with a standard (non- Unit Work List) job, leave this field blank. See Unit Work List Tab on page 36 for more information about Unit Work List jobs. Campaign Editor 29

40 Saving a Record Selection 1 Click Save on the toolbar or choose Save Selection from the File menu. - or - Choose Save As from the File menu to save edits using a different record selection name. 2 Type a name for the record selection (eight characters maximum), if required. 3 Click OK. Deleting a Record Selection Delete a record selection when you are certain that you will no longer use it. 1 Choose Delete record selection from the File menu. 2 Select the record selection to delete. 3 Click OK. 4 Click Yes at the prompt. Verifying a Record Selection You can verify that the settings for a record selection are correct before you run it. 1 Click Verify on the toolbar. 2 Click OK to use the selected calling list and phone strategy. - or - Select a different calling list or strategy from the Record Selection Options window, then click OK. 30 Campaign Director User s Guide

41 Starting a Record Selection You must start a record selection before you start a job. You can change the calling list or phone strategy for the record selection when you start it. 1 On the Campaign Editor toolbar, click Start. You can change the calling list or phone strategy for the record selection. NOTE If the record selection you want to run does not have a specified list, select a list, click Save, then reopen the record selection file. 2 Click OK to use the selected calling list and phone strategy. - or - Select a different calling list or strategy from the Record Selection Options window, then click OK. Using the Job Editor Use Job Editor to set up calling job definitions and to verify and start Mosaix system jobs. A calling job definition contains all the information the Mosaix system needs to call clients. Jobs contain settings that identify the job type, record selection, phone lines, and agent screens. Job settings also tell the Mosaix system when to start and stop calling, what messages clients hear if in the wait queue, how long clients can remain in the wait queue, and the pace at which the Mosaix system places calls. Create a job when existing jobs don t meet your current needs. Edit a job when you want to modify an existing job. See the Mosaix Call Management System User s Guide and Campaign Editor Help system for more information. Campaign Editor 31

42 CAUTION Two or more users can edit the same job file simultaneously in a multiple-workstation environment. The user who saves changes last will have those changes saved. These changes will overwrite any previously saved changes. If a user deletes a job file while another user works on it, Campaign Director recreates the file when the latter user saves the changes. To use Job Editor 1 On the Campaign Editor toolbar, click Job Editor. 2 To create a job, click New. Select a job type from the Template list. - or - To edit a job, click Open, then select a job to edit. 3 Click OK. 4 Click each tab to complete or change appropriate fields. 5 In the Selection field, select a record selection. The Mosaix system displays only the tabs required for the job type. 6 Save the job information. Basic Tab 32 Campaign Director User s Guide

43 Complete the Basic tab for all jobs. 1 Use the Job description area to type a job description. You can type up to 30 letters, numbers, or spaces in the text box. 2 In the Lines area, select the phone line types the job will use. 3 Use the Keys file area to select the function key set the agents will use. In the File name field, select the key set. - or - Click >> to select a label from the File name list, then click OK. 4 Use the Data process area to select the set of processing instructions the Mosaix system will use before and after handling calls. In the Label field, select a processing script label. - or - Click >> to select a label from the Script label list, then click OK. 5 In the Calling times area, set the times the Mosaix system will make calls. Click + or - in the Earliest start and Latest stop fields. - or - Select the hours or minutes, then type a time. 6 In the End the job when area, select the method the Mosaix system will use to end the job. (This area is not available for inbound jobs.) Select either All initial phones have been called at least once or The quota has been met. If you select The quota has been met, select a result in the Result field. Type the quota for the result in the Value field. 7 Use the Job link area to start a job after the current job ends. In the Job name field, select the next job the Mosaix system will start. Campaign Editor 33

44 Outbound Tab Complete the Outbound tab for all outbound jobs and blend jobs on an Intelligent Call Blending system. 1 Use the Expert Calling ratio area to select an Expert Calling ratio. Select Calls in the wait queue, Agent work time, or Agent update time. Use the slider bar or type a number to set the ratio. 2 Use the Hit rate area to set the minimum and initial hit rates for this job. Click + or - in the Minimum field to set the minimum hit rate. Click + or - in the Initial field to set the initial hit rate. 3 Select Order by time zones to call clients from east to west in time zone order. 4 In the Do Not Call Group field, select the Do Not Call Group file name. 5 Use the Outbound screens (in order) area to select the screens agents will use. Click >> to display the Screen List. 34 Campaign Director User s Guide

45 Select each screen you want to use from Available screens. Click > to move a selected screen or >> to move all screens to the Screens (in order) list. Click < to move one screen or << to move all screens back to the Available screens list. To change the screen order, select a screen name and drag it to a new position. Click OK when you are finished. 6 In the Outbound list field, select the calling list for this job. If you select a Do Not Call Group, select a list that belongs to the selected group. 7 In the Wait queue limit field, click + or - to set the maximum time a client s call will be in the wait queue before the Mosaix system disconnects the call. 8 In the Calling script field, select the calling script label. - or - Click >> to select a label from the Script label list, then click OK. 9 In the Transfer data to job field, select the inbound or blend job to which the Mosaix system will transfer an outbound call and its calling list record to an agent on another job. 10 Click Special Jobs >> to set up a Unit Work List, Managed Dialing, Sales Verification, Infinite, or Virtual Agent job. Campaign Editor 35

46 Unit Work List Tab Use a Unit Work List job when you want agents to work only specific subsets of client records. For example, you might use a Unit Work List job when agents handle specific product lines. You tell the Mosaix system how to divide the records by choosing a calling list field as a sort field or unit. Then, when an agent joins a Unit Work List job, he or she types a value for the unit. The Mosaix system distributes only records that match the unit value to the agent. Before you set up a Unit Work List job, create a unit record selection that identifies the field that the Mosaix system will use to sort records into subsets. See Sort Tab on page 29 for information on setting up a unit record selection. Then, use the Unit work list tab in the Special Jobs window to set up Unit Work List job settings for the outbound job. To set up a Unit Work List job 1 In the Special Jobs window, click the Unit work list tab. 2 Select Require agents to log into unit work lists. 3 Select the record selection for the work lists from the Selection list. The system displays the unit work list sort field, set up in the record selection, in the Group records based on the value in this field area. 4 Select History report by units to tell the Mosaix system to sort history reports by unit IDs. 36 Campaign Director User s Guide

47 Managed Dialing Tab A Managed Dialing job is an outbound job that allows agents to preview the current customer record before the Mosaix system calls the customer. During the preview time, agents can cancel the call or start the call before the preview time expires. Use the Managed dialing tab to set up an outbound job as a Managed Dialing job. To set up a Managed Dialing job 1 In the Special Jobs window, click the Managed dialing tab. 2 Select Allow agents to preview records to set up this job as a managed job. 3 Select Preview limit or No limit. If you selected Preview limit, click + or - to set the time length. - or - Select the minutes or seconds, then type a time. 4 Select Allow agents to cancel call to let the agent cancel a call before the Mosaix system calls the previewed record s number. 5 In the Calling script field, select the managed dialing calling script label for this job. - or - Click >> to select a managed dialing calling script label from the Script label list, then click OK. Campaign Editor 37

48 Sales Verification Tab A sales verification job is an outbound (target) job used to verify a sale or commitment that a customer made during a different (source) job. The Mosaix system uses a different group of agents for the target and source jobs. Before you run a sales verification job, run your source job. The Mosaix system adds records coded as a sale (completion code 93 or another code set up for your system) during the source job to the sales verification job. Then, set up and run a verify record selection. NOTE Select the same calling list for the verification record selection and job as you used for the source job and record selection. Once you run the verify record selection, the Mosaix system automatically adds records released in the source job as a sale to the target record selection and job at regularly scheduled intervals (every 5 minutes or a different interval set up for your system). Run the Sales Verification job to begin calling these records. To set up a Sales Verification job 1 In the Special Jobs window, click the Sales verification tab. 2 Select Turn sales verification on. 3 The call completion code, calling list name, and record selection set up for the Sales Verification job appear in the Settings area. 4 In the Data Process field, select a data process label named verify. 38 Campaign Director User s Guide

49 Infinite Tab An Infinite job is an outbound job that can receive new records for calling while the job is active and runs until you stop it manually. If your system was set up to use the Infinite job feature, it will include a predefined infinite job (usually called infinity). An Infinite job uses a special record selection called an infinite record selection. Using this record selection, the Mosaix system can add new records (downloaded from your host) to an existing calling list on an active infinite job. To set up an Infinite job In the Special Jobs window, click the Infinite tab. The Mosaix system sorts the records for the Infinite job based on the calling list field identified in the Settings area. An Infinite job runs for long periods of time and must be shut down manually. If you need to restart the job, run the infinity record selection again before restarting. This ensures that the new records are properly incorporated into the calling list. Campaign Editor 39

50 Virtual Agent Tab A Virtual Agent job is an outbound job during which the Mosaix system manages calling activities without agents. A Virtual Agent job places a call, connects the customer or answering machine to the system, and plays a recorded message. To set up a record selection for a Virtual Agent job Before you set up a Virtual Agent job, set up a record selection for it. For the phone strategy setting, select the phone strategy named virtual. To set up a Virtual Agent job 1 Open the job named virtual (or a job based on the virtual job settings). 2 Set up and start a record selection for a Virtual Agent job. 3 In the Special Jobs window, click the Virtual Agent tab. 4 Select Run job without agents. 5 In the Calling script field, select the virtual calling script label. - or - Click >> to select a virtual calling script label from the Script list, then click OK. 6 In the Data process field, select the virtual processing script labels. - or - Click >> to select a virtual processing script label from the Script list, then click OK. 40 Campaign Director User s Guide

51 Inbound Tab Complete the Inbound tab for all inbound and blend jobs on an Intelligent Call Blending system. 1 Use the Lines area to tell the Mosaix system how to use the inbound lines. Select Allow inbound calling for inbound and blend jobs. Select Activate lines as agents log on when you want to activate lines as the number of agents increases and deactivate lines as agents log out of the job. When the last agent logs out, there will be no active inbound lines. Select Allow inbound calling to enable this option. Select Enable call forwarding from ACD when you want the ACD to forward a call to the Mosaix system if an agent is available. Select this option only after you select one or both of the previous options. Select Allow inbound calling to enable this option. 2 Use the Agent assignments area to tell the Mosaix system how to transfer blend agents between inbound and outbound calling activities. Click + or - to select the settings for Move blend agents to inbound calling when and Move blend agents to outbound calling when. Campaign Editor 41

52 3 Use the Inbound screens (in order) area to select the screens agents will use. Click >> to display the Screen List. Select each inbound screen you want agents to use from Available screens. Click > to move the selected screen or >> to move all screens to Screens (in order). Click >> to move all screens to Screens (in order). Click < to move one screen or << to move all screens back to the Available screens list. To change the screen order, select a screen name and drag it to a new position. Click OK when you are finished. 4 In the Inbound list field, select an inbound calling list. 5 Use the Wait queue limit area to set the maximum time a client will stay in the wait queue before the Mosaix system disconnects the call. Select Maximum wait or No limit. If you select Maximum wait, click + or - to set a value. 6 In the Answer script field, select the answer script label. - or - Click >> to select a label from the Script label list, then click OK. 7 In the Call transfer wait queue field, select the script label for the wait queue messages a client may hear when an outbound or blend agent transfers an outbound call to an inbound or blend agent on another job. (This is known as voice data transfer.) 42 Campaign Director User s Guide

53 Saving a Job 1 Click Save on the Campaign Editor toolbar or choose Save Job from the File menu. - or - Choose Save As from the File menu to save edits using a different job name. 2 Type a job name (eight characters maximum), if required. 3 Click OK. Deleting a Job Delete a job when you are certain that you will no longer use it. It is not necessary to open a job before you delete it; however, it is a good idea to open it for review before deleting it. 1 Choose Delete from the File menu. 2 Select the job to delete. 3 Click OK. Verifying and Starting a Job In Job Editor, you can start a job using either the Verify or Start options. The Verify option ensures that a job s settings are correct and lets you choose whether or not to start the job immediately. If a setting is incorrect, Job Editor displays a message describing the error. If a job s settings are correct, Job Editor displays the number of records selected for calling in each time zone and the number of scheduled recalls. Then, you can start the job immediately or cancel the job start. For example, if the record selection values are unacceptable, you can choose not to start the job immediately, adjust and start the record selection, then start the job when the results are acceptable. The Start option also verifies a job s settings, but it will start the job immediately if the settings are correct. If a setting is incorrect, Job Editor displays a message describing the error. You must correct the setting before Job Editor can successfully start the job. Campaign Editor 43

54 To verify and start a job 1 Save the job settings. 2 Click Verify on the Campaign Editor toolbar or choose Verify from the File menu. If job verification is not successful, Job Editor lets you see a corrections list. Correct the settings identified by the verification process, save the job settings, then click Verify again. If the job settings are correct, the Enter new Agent Owned Recall values dialog box appears. 3 To set up Agent Owned Recall for the job, complete the fields in the Enter new Agent Owned Recall values dialog box, then click OK. (To disable Agent Owned Recall for this job, click Cancel.) In the Minutes before agent notified of recall field, type the number of minutes before the recall that the Mosaix system will notify the agent who owns it. In the Minutes before next attempt to notify agent field, type the number of minutes the Mosaix system will wait before attempting to notify an agent again. In the Times to find recall agent before normal recall field, type the number of times the system will attempt to find the agent who set the recall before it treats the call as a standard recall. Type 0 (zero) to tell the system to look for the original agent indefinitely. 4 Click OK in the Job verification successful message box. 5 In the Job Start Summary window, review the selection and recall information, then click Close. 6 Click Yes to start the job. Click No to allow you to adjust the settings and start the job at a later time. 44 Campaign Director User s Guide

55 To start a job Use Start when you are confident that the job settings are correct. 1 Save the job settings. 2 Click Start on the Campaign Editor toolbar or choose Start from the File menu. If Job Editor finds incorrect settings, it lets you see a corrections list. Correct the identified settings, save the job settings, then click Start again. If the job settings are correct, the Enter new Agent Owned Recall values dialog box appears. 3 To set up Agent Owned Recall for the job, complete the fields in the Enter new Agent Owned Recall values dialog box, then click OK. (See To verify and start a job on page 44 for details about Agent Owned Recall.) - or - Click Cancel to disable Agent Owned Recall for this job. The Mosaix system starts the job. Using Selection Statements Phone strategies and record selections use selection statements. A phone strategy s Initial Phone tab uses one or more statements to determine which phones the Mosaix system calls first. The record selection Records tab uses selection statements to tell the Mosaix system which records in the calling list to call based on values in calling list fields. The record selection Recalls tab uses statements to determine which agent-set recall codes to include in the current selection. All three tabs use a similar selection format. You tell the Mosaix system which records to use by selecting calling list fields and values and adding comparison operators. Campaign Editor 45

56 Comparison operators include: Symbol Description = equal to <> or ~ not equal to > greater than < less than >= greater than or equal to <= less than or equal to IS EMPTY match on empty field IS SPACE match on space-only field * match all? match on single character, match on one value in a series - match on any value in a range For example, you want to call clients with account balances greater than $500 who live in Chicago. The selection statement on the Records tab will look like this: 46 Campaign Director User s Guide

57 Campaign Monitor Tools 4 Campaign Director includes Campaign Monitor Tools, which prepares supervisor and agent data for use in Campaign Monitor. You can add and delete supervisor and agent names. You can also create and manage supervisor-agent assignments. If your Campaign Director system includes Campaign Analyst, you can convert the Campaign Analyst agent and supervisor hierarchy information for use in Campaign Monitor. Campaign Monitor uses the supervisor and agent names and assignments in its charts and tables. The supervisor and agent information you add and manage using Campaign Monitor Tools does not affect the user accounts on the Mosaix system or the hierarchy information in the Campaign Analyst database. This chapter describes how to start Campaign Monitor Tools and how to set up and maintain supervisor and agent names and assignments. 47

58 To start Campaign Monitor Tools From the Windows Start menu, choose Programs, Campaign Director, then Campaign Monitor Tools. The Campaign Monitor Tools window appears on your screen. Adding Supervisor and Agent Names Use Campaign Monitor Tools to add supervisor and agent names for use with Campaign Monitor. Add the same supervisor and agent user names that were added to the Mosaix system. Campaign Monitor Tools does not affect the login names entered on the Mosaix system. If you converted Campaign Analyst hierarchies, the Campaign Analyst supervisor and agent names appear in the Campaign Monitor Tools window. You can add additional names to the supervisor and agent lists in this window. However, each time you select Convert Campaign Analyst Hierarchies, the conversion process overwrites Campaign Monitor Tools names with Campaign Analyst data. Campaign Monitor Tools does not affect the hierarchy information stored in the Campaign Analyst database. 48 Campaign Director User s Guide

59 To add a supervisor name 1 In the Select Supervisor area, choose Add. 2 In the Add New Supervisor dialog box, type the supervisor name. 3 Click OK. The supervisor name appears in the Supervisor list. To add an agent name 1 In the Agents area, choose Add. 2 In the Add New Agent dialog box, type the agent name. 3 Click OK. The agent name appears in the Available Agents list. Deleting Supervisor and Agent Names Use Campaign Monitor Tools to remove supervisor and agent names from Campaign Director. Campaign Monitor Tools does not remove the names from the Mosaix system or from the Campaign Analyst database. To delete a supervisor name NOTE Deleting a supervisor name removes the name from the Supervisor list and removes all agent assignments for that supervisor. 1 In the Supervisor list, Select a supervisor name that you want to delete. 2 In the Select Supervisor area, click Delete. 3 In the Delete Current Supervisor message box, click OK. To delete one or more agent names NOTE Deleting an agent name removes the name from the Available Agents list and from all supervisor assignments (the Selected Agents list). 1 Select the agent name(s) that you want to delete. You can select names from the Available Agents and Selected Agents lists. 2 In the Agents area, click Delete. 3 In the Delete Selected Agent(s) message box, click OK. Campaign Monitor Tools 49

60 Managing Supervisor and Agent Assignments Assigning agents to supervisors allows Campaign Monitor to group agent information by supervisor name. After you add supervisor and agent names, assign agents to supervisors. If you converted Campaign Analyst hierarchies, the Campaign Analyst supervisor and agent names and assignments appear in the Campaign Monitor Tools window. You can use this window to manage the supervisor-agent assignments for Campaign Monitor. However, each time you select Convert Campaign Analyst Hierarchies, the conversion process overwrites Campaign Monitor Tools supervisor and agent assignments with Campaign Analyst data. Campaign Monitor Tools does not affect the hierarchy information stored in the Campaign Analyst database. To assign agents to supervisors 1 In the Supervisor list, select a supervisor name. Agents currently assigned to the selected supervisor appear in the Selected Agents list. 2 From the Available Agents list, select one or more agent names. 3 Click the > button to move the agent name(s) into the Selected Agents list. Click >> to move all agents into the Selected Agents list. 4 Repeat steps 1 through 3 for each supervisor name. To remove agents from a supervisor assignment 1 In the Supervisor list, select a supervisor name. Agents currently assigned to the selected supervisor appear in the Selected Agents list. 2 From the Selected Agents list, select one or more agent names. 3 Click the < button to move the agent name(s) out of the Selected Agents list. Click << to move all agents out of the Selected Agents list. 4 Repeat steps 1 through 3 for each supervisor name. 50 Campaign Director User s Guide

61 Converting Campaign Analyst Hierarchies If your Campaign Director workstation includes Campaign Analyst, you can convert the supervisor and agent information set up in a hierarchy for use in Campaign Monitor. The conversion process copies and reformats Campaign Analyst information and displays the converted data in the Campaign Monitor Tools window. NOTE Before running Convert Campaign Analyst Hierarchies, verify that the Campaign Analyst database has supervisor and agent hierarchy information loaded into it. To convert Campaign Analyst hierarchies In the Campaign Monitor Tools window, choose Convert Campaign Analyst Hierarchies. When Convert Campaign Analyst Hierarchies locates the supervisor and agent hierarchy information, a dialog box warns you that the Campaign Analyst data will overwrite the current Campaign Monitor supervisor and agent data. You can continue or cancel. If you choose to continue, Convert Campaign Analyst Hierarchies completes the conversion and displays the supervisor and agent information in the Campaign Monitor Tools window. You can add and delete supervisor and agent names and assignments in this window. However, each time you select Convert Campaign Analyst Hierarchies, the conversion process overwrites Campaign Monitor Tools names with Campaign Analyst data. Campaign Monitor Tools does not affect the hierarchy information stored in the Campaign Analyst database. See the Campaign Analyst User s Guide and online Help for information about hierarchies and the Campaign Analyst database. Campaign Monitor Tools 51

62 52 Campaign Director User s Guide

63 Campaign Monitor 5 Menu bar Toolbar Use Campaign Monitor to observe your call center activities using graphs, charts, and tables. You can identify system resource allocations, set alarms, observe job goals, and display aspects of job productivity. To start Campaign Monitor From the Windows Start menu, choose Programs, Campaign Director, then Campaign Monitor. The Campaign Monitor window appears on your screen. Display type control bar Status bar To display Campaign Monitor Help, choose Contents from the Help menu. 53

64 Connecting to a Mosaix System 1 Choose Connect! from the menu bar. 2 Select a Mosaix system, then click OK. If the first connection attempt fails, an error message appears. Do the following: 1 Click OK to acknowledge the message. 2 Click Connect! and try to connect again. If the connect attempt fails, contact your system administrator. To disconnect from a Mosaix system Choose Disconnect! from the menu bar. All monitoring windows close. Setting Monitor Options Use the Options menu to choose what Campaign Monitor displays in its monitor windows. You can choose the call completion codes to view, set a job s goal, and choose the agent types you want to monitor. 54 Campaign Director User s Guide

65 Selecting Call Completion Codes Select the call completion codes to appear in monitoring windows. See the Campaign Monitor Help system and the Mosaix Call Management System User s Guide for descriptions of the standard call completion codes. 1 From the Options menu, choose Call Completion Codes Display. 2 Select a code, then click Edit. - or - Double-click a code. 3 In the Edit Call Completion Codes dialog box, you can edit the Name of Code. 4 Select Show Code if you want the code to appear in the monitoring windows. 5 Select Code is RPC if you consider this call completion code to be a Right Party Contact. 6 Click OK. 7 Click OK in the Call Completion Codes Display dialog box. Campaign Monitor 55

66 Setting a Job Goal In Campaign Monitor, you can set a job goal based on a call completion code. Campaign Monitor displays job goals that you set in its graphs and charts. You can use a job goal to measure agent performance during a job. Depending on the comparison method you select, the Mosaix system displays agent performance by either the total number of releases that match the job goal code or the average number of releases per hour. To set a job goal, set a job goal code, goal value, and comparison method. 1 From the Options menu, choose Job Goal Display. 2 Select a job, then click OK. 3 Select a call completion code as the Job Goal. 4 Type the code s goal value (the minimum number of times agents use this code to satisfy the job s goal) in the Value field. 5 Select a comparison method. 6 Click OK. 56 Campaign Director User s Guide

67 Setting Display Options Set the types of agent status and call completion codes you want to monitor in the Agent windows. You can select to display all or specific agent statuses, and all call completion codes or only active call completion codes used during the selected job. 1 From the Options menu, choose Display Options. 2 Select All agents to display information for all agents logged into a Mosaix system. Select Agents with selected status to display information for agents whose current status matches one that you select. 3 Select the type of call completion codes to display. Select All codes to display agent information based on all call completion codes. Select Active codes to display agent information based on only the codes used during an active job. 4 Click OK. Campaign Monitor 57

68 Monitoring System Activity and Setting Alarms Use the System menu to monitor calling activities using Overview, Lines, and Agents information windows and to set alarms. Overview From the System menu, select Overview to show agent and line assignments and job completion percentages for currently running jobs. You can display the overview as a table or bar chart (as shown). Lines From the System menu, select Lines to show a bar chart of the line assignments and usage for currently running jobs. 58 Campaign Director User s Guide

69 Agents From the System menu, select Agents to show information for each agent logged into a Mosaix system. Depending on the selected display, the Agents window shows current status and time in the status, agent type, job time, and headset ID. You can display the agent information in a table or agent chart (as shown). NOTE Double-click an agent name to view the agent s performance and call handling statistics. Campaign Monitor 59

70 Setting Alarms Display and edit the alarms set for the current Campaign Monitor session. You can set alarms against the system, a specific job, any job, a specific agent, and any agent. 1 From the System menu, choose Alarms. 2 Click Add to add a new alarm, or select an alarm then click Edit. 3 In the Edit Alarms dialog box, select the alarm type: Display Alert (visual only), or Display Alert and Sound Alarm (visual and audible). 4 Select Enabled to set the alarm. 5 Select an option from the Alarm on list to set the alarm for the system, any job, any agent, a job, or an agent. 60 Campaign Director User s Guide

71 6 In the Item field, select a job or agent name if the alarm is set for Job or Agent. 7 Select an alarm Condition and Relation. You can type a Value and select a Modifier. Options available in the Relation, Value, and Modifier fields depend upon the condition selected. The following table shows possible combinations of alarm settings: Alarm on Condition Relation Value Modifier System (all jobs) Time is greater than 1:00 to 12:59 AM, PM Any Job Line utilization% is, is less than, is greater than, is not 0 to 100 Percent Job Time remaining is, is less than, is greater than, is not 0 to 1440 Minutes Any Agent Current talk time is, is less than, is greater than, is not 0 to 1440 Minutes Agent Code Y: (call completion code) is, is less than, is greater than, is not 1 to 80 Total, Per hour For more details, refer to Campaign Monitor online Help. 8 Click OK. Campaign Monitor 61

72 Monitoring Job Activity Use the Jobs menu to monitor general job information, agent information, call completion code distribution, call handling statistics, wait queue statistics, and job goal information for a selected job. Whenever you choose a command from the Jobs menu, you select a job to monitor. Selecting a Job to Monitor 1 From the Jobs menu, choose a command. 2 Select a job name in the Select Job dialog box, then click OK. - or - Double-click a job name. The monitoring window appears for the command that you selected. 62 Campaign Director User s Guide

73 Info From the Jobs menu, select Info to show general job statistics for the selected job. Agents From the Jobs menu, select Agents to show current status/time, agent type, job time, and headset ID for each agent logged into a selected job. You can display Agents on Job information as an agent chart or table (as shown). Campaign Monitor 63

74 Call Completion Codes From the Jobs menu, select Call Completion Codes to show the selected job s calling results by call completion code. A black block indicates a Right Party Contact (RPC) code designation. Edit a code by doubleclicking its name. You can display Call Completion Codes information as a table, bar chart, or pie chart (as shown). Call Handling From the Jobs menu, select Call Handling to show call handling statistics based on agent types. You can display Call Handling information as a pie chart or table (as shown). 64 Campaign Director User s Guide

75 Wait Queue From the Jobs menu, select Wait Queue to show outbound and inbound wait queue statistics for a job. The graph shows statistics taken at 15-minute intervals. Goal From the Jobs menu, select Goal to show a bar chart of a job s goal code, value, and agent performance levels. Campaign Monitor 65

76 Monitoring Agent Activity Use the Agents menu to monitor a selected agent through an Agent Info window or an Agent Call Completion Codes table or bar chart. Whenever you choose a command from the Agents menu, you select an agent to monitor. Use the Supervisor menu to monitor agents assigned to a supervisor. (See Campaign Monitor Tools on page 47 to set up supervisor-agent assignments.) Selecting an Agent to Monitor 1 From the Agents menu, choose a command. 2 Select an agent name, then click OK. - or - Double-click an agent name. The monitoring window appears for the command that you selected. 66 Campaign Director User s Guide

77 Agent Info From the Agents menu, select Agent Info to show performance and call handling statistics for the selected agent. Agent Call Completion Codes From the Agents menu, select Agent Call Completion Codes to show agent calling results by call completion code. A black block indicates a Right Party Contact (RPC) code. Edit a code by double-clicking its name. View Agent Call Completion Codes as a table or bar chart (as shown). Campaign Monitor 67

78 Agents From the Supervisor menu, select Agents to show current status and time in the status, agent type, job time, and headset ID for each agent assigned to a selected supervisor. View Agents with supervisor as an agent chart or table (as shown). Use Campaign Monitor Tools to assign agents to supervisors. See Campaign Monitor Tools on page 47 for more information. 68 Campaign Director User s Guide

79 Campaign Manager 6 Campaign Manager allows you to manage an active job and agent activities. For example, you can stop an active job, change an active job s settings, monitor an agent s conversation, and send a message to one or all agents. To start Campaign Manager From the Windows Start menu, choose Programs, Campaign Director, then Campaign Manager. The Campaign Manager toolbar appears on your screen. Toolbar Status bar System Job Agent To close Campaign Manager 1 On the Campaign Manager toolbar, click Campaign Manager. 2 Choose Exit. 3 Click OK. 69

80 Campaign Manager Toolbar The Campaign Manager toolbar contains 20 buttons. The buttons available on your toolbar vary according to the task you are performing and the type of job you select. Click Help on the toolbar to display Campaign Manager Help. Connect to System Job Stop Job Link Job Agent Line Types Minimum Hit Rate Inbound Expert Calling Managed Dialing Time Zones Phone Strategy Unit Work List Quota Remove Agent Monitor Agent Send Message Transfer Agent Online Help Campaign Manager To use Campaign Manager s job features, connect to a Mosaix system, select an active job, then click a toolbar button. To use agent management features, you also select an agent. Connecting to a Mosaix System 1 On the Campaign Manager toolbar, click Connect to System. 2 Select a system, then click OK. 3 Type your headset key code if you will monitor an agent during a job. 4 Click OK. Selecting a Job to Manage 1 On the Campaign Manager toolbar, click Job. 2 Select an active job you want to manage. 3 Click OK. 70 Campaign Director User s Guide

81 Stopping a Job Manually 1 Select a job. 2 On the Campaign Manager toolbar, click Stop Job. 3 Select either After current calls or Now. 4 Click OK. 5 Click Yes in response to the prompt. Editing Job Links To link a job 1 Select a job. 2 On the Campaign Manager toolbar, click Link Job. 3 Select the name of the next job the Mosaix system will start. 4 Click OK. To unlink a job 1 Select a job. 2 On the Campaign Manager toolbar, click Link Job. 3 Select [None]. 4 Click OK. Campaign Manager 71

82 Reassigning Line Types To select line types 1 Select a job. 2 On the Campaign Manager toolbar, click Line Types. 3 Select the line type you want to use. The Mosaix system displays an X in the box next to the line type. To clear line types, reselect the Type to remove the X. 4 Click OK. Editing a Job s Minimum Hit Rate Change the minimum hit rate setting to help the Mosaix system determine the number of lines to use for calling. The minimum hit rate tells the Mosaix system the highest number of call attempts the system will place per agent. Mosaix systems with line pooling use the minimum hit rate to limit the maximum number of lines a job can use. This prevents the Mosaix system from allocating too many lines to a less effective job at the expense of a more successful job. 72 Campaign Director User s Guide

83 This table shows the predicted connects per call attempts for some sample hit rate settings. For example, if you set the hit rate at 80%, the Mosaix system will assume four connects for every five calls. Hit Rate Settings (%) Connects Call Attempts Select a job. 2 On the Campaign Manager toolbar, click Minimum Hit Rate. 3 Move the slider bar to the desired hit rate. - or - Type a setting in the Value field. 4 Click OK. Campaign Manager 73

84 Editing Agent Inbound Settings Change the way the Mosaix system transfers blend agents between the job s inbound and outbound calling activities. TIP Decreasing agent wait time emphasizes call center productivity. Decreasing customer time in queue emphasizes customer service. (For Intelligent Call Blending systems only) 1 Select a job. 2 On the Campaign Manager toolbar, click Inbound. 3 Change the fields that require editing. You can change Maximum time clients wait, Percentage of clients wait, and Maximum time agents wait. 4 Click OK. Editing Expert Calling Settings Change the way the Mosaix system predicts when to make the next call during the job. 1 Select a job. 2 On the Campaign Manager toolbar, click Expert Calling. 74 Campaign Director User s Guide

85 3 Select Calls in wait queue, Agent work time, or Agent update time. 4 Move the slider bar or type a number in the field to set the ratio. 5 Click OK. Editing Managed Dialing Settings Change the length of time agents can preview a client record during the job. 1 Select a job. 2 On the Campaign Manager toolbar, click Managed Dialing. 3 Select Time limit or No limit. If you select Time limit, click + or - to specify a preview time. 4 Select Cancel call to let agents cancel a call before the Mosaix system calls the number. 5 Click OK. Campaign Manager 75

86 Editing Time Zone Settings 1 Select a job. 2 On the Campaign Manager toolbar, click Time Zones. 3 Select or clear the box for Call records by time zones. 4 Select the time zones you want to use. Click Activate All to select all time zones. Click Deactivate All to clear all time zones. 5 Click OK. Editing Phone Strategy Settings 1 Select a job. 2 On the Campaign Manager toolbar, click Phone Strategy. 76 Campaign Director User s Guide

87 3 Select the Phone for the settings you want to change. Change one or more of the following fields for each phone you select: In the Time zone column, select a time zone. In the At time column, click + or - to specify a new value. Select one or more Detection modes. Type the number of rings the Mosaix system allows before ending the call attempt and recording the call result as No Answer. Select the Result codes in the Recall settings area that the Mosaix system will use. If necessary, type a value in Retry, Times, and Then Call. 4 Click OK. Editing Unit Work List Settings 1 Select a job. 2 On the Campaign Manager toolbar, click Unit Work List. 3 Select the Unit ID you want to use during calling. Clear the Unit ID you want to exclude from calling. 4 Click OK. Editing Job Quota Settings 1 Select a job. 2 On the Campaign Manager toolbar, click Quota. 3 In the Call Completion code field, select a call completion code. 4 Type a number in the Quota field. 5 Click OK. Campaign Manager 77

88 Selecting an Agent to Manage 1 On the Campaign Manager toolbar, click Agent. 2 Select the agent you want to manage. 3 Click OK. Removing an Agent from the Job 1 Select an agent. 2 On the Campaign Manager toolbar, click Remove Agent. 3 Click Yes in response to the prompt. Monitoring an Agent Conversation To use this feature, specify a headset keycode when connecting to a Mosaix system. 1 Select an agent. 2 On the Campaign Manager toolbar, click Monitor Agent. 3 Select either Start listening to agent or Stop listening to agent. 4 Click OK. 78 Campaign Director User s Guide

89 Sending a Message to One or All Agents 1 Select an agent. 2 On the Campaign Manager toolbar, click Send Message. 3 Select All agents on selected job or Selected agent. 4 Type a message (up to 80 characters) in the text box. 5 Click OK. Transferring an Agent to Another Job 1 Select an agent. 2 On the Campaign Manager toolbar, click Transfer Agent. 3 Select a job from the list. 4 Click OK. Campaign Manager 79

90 Switching to Another Campaign Director Program 1 On the Campaign Manager toolbar, click Campaign Manager. 2 Choose another program from the menu. 80 Campaign Director User s Guide

91 PC Analysis File Transfer 7 If your Campaign Director installation included PC Analysis File Transfer, you can use it to move PC Analysis extract files from the Mosaix system to your workstation. Use Campaign Control to generate extract files using PC Analysis; these extract files contain Mosaix system, job, and agent statistics. After you transfer the extract files to your Campaign Director workstation, you can use them to create reports, charts, and spreadsheets using PC spreadsheet, word processing, and reporting packages that are available to you. See the Mosaix Call Management System User s Guide for more information about PC Analysis. To start PC Analysis File Transfer From the Windows Start menu, choose Programs, Campaign Director, then PC Analysis File Transfer. The PC Analysis File Transfer window appears on your screen. 81

Microsoft Dynamics GP. Personal Data Keeper

Microsoft Dynamics GP. Personal Data Keeper Microsoft Dynamics GP Personal Data Keeper Copyright Copyright 2010 Microsoft. All rights reserved. Limitation of liability This document is provided as-is. Information and views expressed in this document,

More information

TimeClockNet 3. Network Time Clock Software. Operation Manual V3.02. Revision 1

TimeClockNet 3. Network Time Clock Software. Operation Manual V3.02. Revision 1 TimeClockNet 3 Network Time Clock Software Operation Manual V3.02 Revision 1 209 Kenroy Lane #9 Roseville, CA 95678 (916) 786-6186 www.skutchelectronics.com Copyright 2004 Skutch Electronics Inc. All Rights

More information

Solar Eclipse Product Serial Numbers. Release 9.0.1

Solar Eclipse Product Serial Numbers. Release 9.0.1 Solar Eclipse Product Serial Numbers Release 9.0.1 Disclaimer This document is for informational purposes only and is subject to change without notice. This document and its contents, including the viewpoints,

More information

ACD MIS SUPERVISOR S GUIDE

ACD MIS SUPERVISOR S GUIDE Notice Note that when converting this document from its original format to a.pdf file, some minor font and format changes may occur. When viewing and printing this document, we cannot guarantee that your

More information

Version /2/2017. Offline User Guide

Version /2/2017. Offline User Guide Version 3.3 11/2/2017 Copyright 2013, 2018, Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions on

More information

Oracle Hospitality Suites Management User Guide. Release 3.7

Oracle Hospitality Suites Management User Guide. Release 3.7 Oracle Hospitality Suites Management User Guide Release 3.7 E87195-04 February 2019 Oracle Hospitality Suites Management User Guide, Release 3.7 E87195-04 Copyright 2001, 2019, Oracle and/or its affiliates.

More information

Business Portal for Microsoft Dynamics GP. Requisition Management Administrator s Guide Release 10.0

Business Portal for Microsoft Dynamics GP. Requisition Management Administrator s Guide Release 10.0 Business Portal for Microsoft Dynamics GP Requisition Management Administrator s Guide Release 10.0 Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright

More information

Printed in the USA by: clubsystems group, inc.

Printed in the USA by: clubsystems group, inc. Copyright 2012 All rights reserved. This book is for the use of the clients and customers of clubsystems group, inc. in conjunction with their software. This book may not be duplicated in any way without

More information

ACD MIS Supervisor Manual

ACD MIS Supervisor Manual Notice Note that when converting this document from its original format to a.pdf file, some minor font and format changes may occur. When viewing and printing this document, we cannot guarantee that your

More information

Oracle Order Capture. Concepts and Procedures. Release 11i. August, 2000 Part No. A

Oracle Order Capture. Concepts and Procedures. Release 11i. August, 2000 Part No. A Oracle Order Capture Concepts and Procedures Release 11i August, 2000 Part No. A86136-01 Oracle Order Capture Concepts and Procedures, Release 11i Part No. A86136-01 Copyright 1996, 2000, Oracle Corporation.

More information

Mobile for iphone User Guide

Mobile for iphone User Guide Version 2.5 Copyright 2013, 2018, Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure

More information

Mobile CMMS Quick Start Guide

Mobile CMMS Quick Start Guide Mobile CMMS Quick Start Guide Mobile CMMS Quick Start Guide CyberMetrics Corporation 1523 W. Whispering Wind Drive Suite 100 Phoenix, Arizona 85085 USA Toll-free: 1-800-776-3090 (USA) Phone: 480-295-3465

More information

2005 National Information Services - QuickBill for Easy Dental version 3.0. QuickBill. for Easy Dental. Version 3.0

2005 National Information Services - QuickBill for Easy Dental version 3.0. QuickBill. for Easy Dental. Version 3.0 QuickBill for Easy Dental Version 3.0 727 E. Utah Valley Dr., Ste. 750 American Fork, UT 84003 Tel: (800) 734-5561 Fax: (801) 847-3800 1 SEPTEMBER 2005 COPYRIGHT 2005 Easy Dental Systems, Inc. and National

More information

Published by ICON Time Systems A subsidiary of EPM Digital Systems, Inc. Portland, Oregon All rights reserved 1-1

Published by ICON Time Systems A subsidiary of EPM Digital Systems, Inc. Portland, Oregon All rights reserved 1-1 Published by ICON Time Systems A subsidiary of EPM Digital Systems, Inc. Portland, Oregon All rights reserved 1-1 The information contained in this document is subject to change without notice. ICON TIME

More information

Infor Technology Architecture Worktop 2.4. Configuration Guide Worktop 2.4 for ERP LN

Infor Technology Architecture Worktop 2.4. Configuration Guide Worktop 2.4 for ERP LN Infor Technology Architecture Worktop 2.4 Configuration Guide Worktop 2.4 for ERP LN Copyright 2007 Infor Global Technology Solutions GmbH and/or its affiliates and subsidiaries All rights reserved. The

More information

QuickBill for Dentrix

QuickBill for Dentrix QuickBill 3.3.7 for Dentrix USER S GUIDE www.dentrix.com/eservices 1-800-734-5561 2 PUBLICATION DATE November 2016 COPYRIGHT 1987-2016 Henry Schein, Inc. Dentrix, Henry Schein, and the S logo are registered

More information

Web TimeSheet Integration Manager for Microsoft Project Server. Version 2.6 USER GUIDE

Web TimeSheet Integration Manager for Microsoft Project Server. Version 2.6 USER GUIDE Web TimeSheet Integration Manager for Microsoft Project Server Version 2.6 USER GUIDE Notices 2004-2006 Replicon, Inc. All rights reserved. All parts of this manual are the property of Replicon Inc. No

More information

IBM Maximo Mobile Asset Manager Version 7 Release 5. User Guide

IBM Maximo Mobile Asset Manager Version 7 Release 5. User Guide IBM Maximo Mobile Asset Manager Version 7 Release 5 User Guide Note Before using this information and the product it supports, read the information in Notices on page 13. This edition applies to version

More information

IBM TRIRIGA Version 10 Release 5.2. Document Management User Guide IBM

IBM TRIRIGA Version 10 Release 5.2. Document Management User Guide IBM IBM TRIRIGA Version 10 Release 5.2 Document Management User Guide IBM Note Before using this information and the product it supports, read the information in Notices on page 11. This edition applies to

More information

Mobile for Android User Guide

Mobile for Android User Guide Version 1.7 Copyright 2013, 2017, Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure

More information

CPRealtime Mobile Apps Website Software

CPRealtime Mobile Apps Website Software CPRealtime Mobile Apps Website Software 865 Laurel Street San Carlos, CA 94070 (650) 592-6211 www.trinityrealtime.com User's Manual 1.0 Software License Agreement The following is a legal software license

More information

Microsoft Dynamics GP Business Portal. Project Time and Expense User s Guide Release 3.0

Microsoft Dynamics GP Business Portal. Project Time and Expense User s Guide Release 3.0 Microsoft Dynamics GP Business Portal Project Time and Expense User s Guide Release 3.0 Copyright Copyright 2005 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws

More information

Deltek Touch Time & Expense for Vision. User Guide

Deltek Touch Time & Expense for Vision. User Guide Deltek Touch Time & Expense for Vision User Guide September 2017 While Deltek has attempted to verify that the information in this document is accurate and complete, some typographical or technical errors

More information

Assigning and Updating Prices in Eclipse. Release 9.0.4

Assigning and Updating Prices in Eclipse. Release 9.0.4 Assigning and Updating Prices in Eclipse Release 9.0.4 i Table of Contents Disclaimer This document is for informational purposes only and is subject to change without notice. This document and its contents,

More information

Accounts Payable PARTICIPANT WORKBOOK

Accounts Payable PARTICIPANT WORKBOOK Accounts Payable PARTICIPANT WORKBOOK INTEGRATED SOFTWARE SERIES Accounts Payable PARTICIPANT WORKBOOK Version 3 Copyright 2005 2009 Interactive Financial Solutions, Inc. All Rights Reserved. Integrated

More information

AE Practice Manager 4.4 Entering Time and Overheads

AE Practice Manager 4.4 Entering Time and Overheads AE Practice Manager 4.4 Entering Time and Overheads Participant Guide Version 1.0 2009 MYOB Technology Pty Ltd Disclaimer MYOB has made every attempt to ensure the accuracy, relevance and completeness

More information

BlackBerry User Guide

BlackBerry User Guide Version 1.0 Copyright 2013, 2017, Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure

More information

Eclipse Remote Order Entry. Release 9.0.2

Eclipse Remote Order Entry. Release 9.0.2 Eclipse Remote Order Entry Release 9.0.2 Disclaimer This document is for informational purposes only and is subject to change without notice. This document and its contents, including the viewpoints, dates

More information

Deltek Touch for Maconomy. Touch 2.2 User Guide

Deltek Touch for Maconomy. Touch 2.2 User Guide Deltek Touch for Maconomy Touch 2.2 User Guide July 2017 While Deltek has attempted to verify that the information in this document is accurate and complete, some typographical or technical errors may

More information

NOETICA VOICE PLATFORM

NOETICA VOICE PLATFORM NOETICA VOICE PLATFORM Synthesys Strategy Manager Synthesys Switch Monitor Noetica Voice Platform 1 Noetica Voice Platform 2 NOETICA VOICE PLATFORM THE STRATEGY MANAGER SYNTHESYS SWITCH... 6 Introduction...

More information

User Guide. Dynamics 365 / CRM Platform. Standalone Add-in Edition. CRM Versions Supported: 2011/2013/2016/D 365

User Guide. Dynamics 365 / CRM Platform. Standalone Add-in Edition. CRM Versions Supported: 2011/2013/2016/D 365 Dynamics 365 / CRM Platform User Guide Standalone Add-in Edition CRM Versions Supported: 2011/2013/2016/D 365 Expenses Manager for Dynamics 365 / CRM manages the expense collection approval, tracking,

More information

Microsoft Dynamics GP. Purchase Order Processing

Microsoft Dynamics GP. Purchase Order Processing Microsoft Dynamics GP Purchase Order Processing Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without

More information

An Introduction to SupplyPro

An Introduction to SupplyPro Hyphen Solutions, Ltd. An Introduction to SupplyPro 2004 Hyphen Solutions, Ltd. All rights reserved. Product and Company Information Product and Company Information The information in this document is

More information

PAYGLOBAL EXPLORER USER GUIDE

PAYGLOBAL EXPLORER USER GUIDE PAYGLOBAL EXPLORER USER GUIDE Table of Contents Revised March 2002 by Ian Johnson (PayGlobal Pty Ltd) to include changes for rate over-rides and breaks. Revised June 2002 by Ian Johnson (PayGlobal Pty

More information

User Guide. Dynamics 365 / CRM / XRM Platform. CRM Versions Supported: 2011/2013/2015/2016/D 365

User Guide. Dynamics 365 / CRM / XRM Platform. CRM Versions Supported: 2011/2013/2015/2016/D 365 Dynamics 365 / CRM / XRM Platform User Guide CRM Versions Supported: 2011/2013/2015/2016/D 365 My Calendar is an ingenious add-on for Dynamics 365 / CRM that allows users to keep a track of activities

More information

Agile Product Lifecycle Management

Agile Product Lifecycle Management Agile Product Lifecycle Management Agile Plug-in for Enterprise Manager User Guide v9.3.0.2 Part No. E17311-01 June 2010 Agile Plug-in for Enterprise Manager User Guide Oracle Copyright Copyright 1995,

More information

Infor LN Financials User Guide for Financial Statements

Infor LN Financials User Guide for Financial Statements Infor LN Financials User Guide for Financial Statements Copyright 2018 Infor Important Notices The material contained in this publication (including any supplementary information) constitutes and contains

More information

Oracle Hospitality RES 3700 Enterprise Management. Installation Guide

Oracle Hospitality RES 3700 Enterprise Management. Installation Guide Oracle Hospitality RES 3700 Enterprise Management Installation Guide Release 5.7 E95852-01 May 2018 Oracle Hospitality RES 3700 Enterprise Management Installation Guide, Release 5.7 E95852-01 Copyright

More information

IBM Cognos 8 IBM COGNOS CONFIGURATION USER GUIDE

IBM Cognos 8 IBM COGNOS CONFIGURATION USER GUIDE IBM Cognos 8 IBM COGNOS CONFIGURATION USER GUIDE Product Information This document applies to IBM Cognos 8 Version 8.4 and may also apply to subsequent releases. To check for newer versions of this document,

More information

Oracle Warehouse Management Cloud. Getting Started Guide Release 8.0 Part No. E

Oracle Warehouse Management Cloud. Getting Started Guide Release 8.0 Part No. E Oracle Warehouse Management Cloud Getting Started Guide Release 8.0 Part No. E85994-02 June 2017 Oracle Warehouse Management Cloud Getting Started Guide, Release 8.0 Part No. E85994-02 Copyright 2016,

More information

Copyright...4. Overview Configuration Overview...7. Prerequisites and Preparation... 7 Configuration Flow Planning Projects...

Copyright...4. Overview Configuration Overview...7. Prerequisites and Preparation... 7 Configuration Flow Planning Projects... Contents 2 Contents Copyright...4 Overview... 5 Configuration Overview...7 Prerequisites and Preparation... 7 Configuration Flow...10 Planning Projects... 14 Integration with Other Modules...14 Account

More information

Infor Lawson Supply Chain Management Applications, built with Landmark Release Notes

Infor Lawson Supply Chain Management Applications, built with Landmark Release Notes Infor Lawson Supply Chain Management Applications, built with Landmark Release Notes Version: 10.1.0.0 Published: April 2014 Infor Lawson Supply Chain Management Applications, built with Landmark 10.1.0.0

More information

Electronic Invoicing

Electronic Invoicing Electronic Invoicing InvoiceWorks Supplier User Guide (Participating Supplier) ipayables Inc. 2007 ipayables Technical Support Supplier User Guide Check the Help Menu item for assistance with that screen

More information

S15-Hours & Tasks Instructions

S15-Hours & Tasks Instructions S15-Hours & Tasks Instructions S15-Hours-50 Spreadsheet to Assign Daily Hours and Tasks to 50 People for 4 Weeks Section Name TABLE OF CONTENTS Line Number Click to go there I. Introduction 29 II. Shift

More information

ServiceCEO User's Guide

ServiceCEO User's Guide ServiceCEO User's Guide User s Guide Copyright 2006 by Insight Direct, Inc. All rights reserved. No part of this book may be reproduced or copied in any form or by any means graphic, electronic, or mechanic

More information

Essential Time & Attendance Supervisor Basics

Essential Time & Attendance Supervisor Basics ADP Workforce Now Essential Time & Attendance Supervisor Basics Handout Manual V09021480778WFN70 Copyright 2012 2014 ADP, LLC ADP Trademarks The ADP logo and ADP are registered trademarks of ADP, LLC.

More information

Project Management User Guide. Release

Project Management User Guide. Release Project Management User Guide Release 14.2.00 This Documentation, which includes embedded help systems and electronically distributed materials (hereinafter referred to as the Documentation ), is for your

More information

SafeNet Authentication Service (SAS) Service Provider Role and Scope Guide

SafeNet Authentication Service (SAS) Service Provider Role and Scope Guide SafeNet Authentication Service (SAS) Service Provider Role and Scope Guide All information herein is either public information or is the property of and owned solely by Gemalto and/or its subsidiaries

More information

Oracle. Talent Management Cloud Using Performance Management. Release 13 (update 17D)

Oracle. Talent Management Cloud Using Performance Management. Release 13 (update 17D) Oracle Talent Management Cloud Release 13 (update 17D) Release 13 (update 17D) Part Number E89399-01 Copyright 2011-2017, Oracle and/or its affiliates. All rights reserved. Authors: Richard Kellam, Sweta

More information

TimeClick QuickBooks Pro Integration Manual

TimeClick QuickBooks Pro Integration Manual 1 TimeClick QuickBooks Pro Integration Manual TimeClick LE 16 2016 Manual v. 1.0 - Last updated Mar 2016 QuickBooks is a registered trademark of Intuit, Inc. Hawkeye Technology LLC is not affiliated with

More information

Oracle Cloud E

Oracle Cloud E Oracle Cloud Oracle Sales Cloud Reporting and Analytics for Business Users Release 11.1.8 E41685-03 December 2013 Explains how to use Oracle Sales Cloud reports and dashboards to answer common business

More information

MSI Cash Register Version 7.5

MSI Cash Register Version 7.5 MSI Cash Register Version 7.5 User s Guide Harris Local Government 1850 W. Winchester Road, Ste 209 Libertyville, IL 60048 Phone: (847) 362-2803 Fax: (847) 362-3347 Contents are the exclusive property

More information

Productivity. PPS Cart: PulseNet Production Systems. Powerful Tools for Better Performance

Productivity. PPS Cart: PulseNet Production Systems. Powerful Tools for Better Performance Productivity : PulseNet Production Systems Powerful Tools for Better Performance This page intentionally left blank. I Contents Introduction 1 What is 1 Using this Manual 1 System Setup 2 Open PPS Monitor

More information

Project and Portfolio Management Center

Project and Portfolio Management Center Project and Portfolio Management Center Software Version: 9.42 Time Management User Guide Go to HELP CENTER ONLINE http://admhelp.microfocus.com/ppm/ Document Release Date: September 2017 Software Release

More information

Microsoft Dynamics GP. Purchase Order Processing

Microsoft Dynamics GP. Purchase Order Processing Microsoft Dynamics GP Purchase Order Processing Copyright Copyright 2005 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without

More information

Oracle Fusion Applications

Oracle Fusion Applications Oracle Fusion Applications Reporting and Analytics Handbook Release 11.1.6 E41684-01 August 2013 Explains how to use Oracle Fusion Applications to perform current state analysis of business applications.

More information

COGNOS (R) COGNOS PLANNING CONTRIBUTOR ADD-IN FOR EXCEL INSTALLATION GUIDE

COGNOS (R) COGNOS PLANNING CONTRIBUTOR ADD-IN FOR EXCEL INSTALLATION GUIDE COGNOS (R) COGNOS PLANNING CONTRIBUTOR ADD-IN FOR EXCEL INSTALLATION GUIDE Cognos Planning - Add-in for Excel 24-03-06 Contributor 7.3MR1 Table of Contents Cognos Planning - Contributor Add-In for INSTALLATION

More information

Connecting Time Matters/Billing Matters and QuickBooks. 35*45 Consulting - Global 7 Second System

Connecting Time Matters/Billing Matters and QuickBooks. 35*45 Consulting - Global 7 Second System Why Choose QuickBooks... 3 Why Use Billing Matters... 3 Question to Ask... 3 Getting Started in Billing Matters... 4 Getting Started in QuickBooks... 11 Linking Billing Matters and QuickBooks... 14 Using

More information

Infor LN Service User Guide for Service Scheduler Workbench

Infor LN Service User Guide for Service Scheduler Workbench Infor LN Service User Guide for Service Scheduler Workbench Copyright 2018 Infor Important Notices The material contained in this publication (including any supplementary information) constitutes and contains

More information

Employee and Manager Self Service. UHR Employee Development

Employee and Manager Self Service. UHR Employee Development Employee and Manager Self Service UHR Employee Development Created May 23, 2014 Table of Contents Employee and Manager Self Service... 1 UVA Manager Self-Service... 1 Managing Timecards... 1 Approving

More information

BI Portal User Guide

BI Portal User Guide Contents 1 Overview... 3 2 Accessing the BI Portal... 3 3 BI Portal Dashboard... 3 3.1 Adding a new widget... 4 3.2 Customizing an Existing Widget... 8 3.3 Additional Widget Operations... 9 4 Widget Gallery...

More information

Agilent Quality Tool Online Help. Printable Version. Intelligent Test Software Solutions. ITFSS p January 2005

Agilent Quality Tool Online Help. Printable Version. Intelligent Test Software Solutions. ITFSS p January 2005 Agilent Quality Tool Online Help Printable Version Intelligent Test Software Solutions ITFSS 03.10 p 1204 January 2005 Agilent Quality Tool Online Help: Printable Version 1 Copyrights and Notices Agilent

More information

Business Portal for Microsoft Dynamics GP. Human Resources Management Self Service Suite Administrator s Guide Release 10.0

Business Portal for Microsoft Dynamics GP. Human Resources Management Self Service Suite Administrator s Guide Release 10.0 Business Portal for Microsoft Dynamics GP Human Resources Management Self Service Suite Administrator s Guide Release 10.0 Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying

More information

Essential Time & Attendance Supervisor Scheduling Basics

Essential Time & Attendance Supervisor Scheduling Basics ADP Workforce Now Essential Time & Attendance Supervisor Scheduling Basics Handout Manual Need support after training? To exchange tips and best practices with fellow users, get on The Bridge an online

More information

User Guide. Microsoft Dynamics CRM / XRM Platform. CRM Versions Supported: CRM 2011, CRM 2013, CRM 2015 & CRM 2016

User Guide. Microsoft Dynamics CRM / XRM Platform. CRM Versions Supported: CRM 2011, CRM 2013, CRM 2015 & CRM 2016 Microsoft Dynamics CRM / XRM Platform User Guide CRM Versions Supported: CRM 2011, CRM 2013, CRM 2015 & CRM 2016 Revenue Forecast Manager for Microsoft Dynamics CRM allows easy sales forecast revenue management

More information

One Identity Manager Help Desk Module User Guide

One Identity Manager Help Desk Module User Guide One Identity Manager 8.0.1 Help Desk Module User Guide Copyright 2018 One Identity LLC. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in

More information

JD Edwards World Work Order Management Guide. Version A9.1

JD Edwards World Work Order Management Guide. Version A9.1 JD Edwards World Work Order Management Guide Version A9.1 Revised - January 15, 2007 JD Edwards World Work Order Management Guide Copyright 2006, Oracle. All rights reserved. The Programs (which include

More information

Remedy Change Management 4.0

Remedy Change Management 4.0 Remedy Change Management 4.0 User s Guide October November 1999 1999 CM-40B-UG-01 CM-400-UG-01 1991 1999 by Remedy Corporation. All rights reserved. This documentation may not be copied in whole or in

More information

Version Ticketing Guide for Business Users. Oracle ATG One Main Street Cambridge, MA USA

Version Ticketing Guide for Business Users. Oracle ATG One Main Street Cambridge, MA USA Version 10.0.2 Ticketing Guide for Business Users Oracle ATG One Main Street Cambridge, MA 02142 USA ATG Ticketing Guide for Business Users Document Version Service10.0.2 TICKETINGBUSINESSv1 04/15/2011

More information

Inventory. Modules. Inventory

Inventory. Modules. Inventory Inventory Inventory Modules Stock Checkout Checkout Requests Material Disposition Shipping Memo Physical Inventory Property Management Property Property Inventory Property Log Receiving Multi-Step Receiving

More information

Oracle. Talent Management Cloud Using Performance Management. Release 13 (update 18B)

Oracle. Talent Management Cloud Using Performance Management. Release 13 (update 18B) Oracle Talent Management Cloud Release 13 (update 18B) Release 13 (update 18B) Part Number E94282-01 Copyright 2011-2018, Oracle and/or its affiliates. All rights reserved. Authors: Richard Kellam, Sweta

More information

NorthClark Computing, Inc. Capacity Planning User Guide

NorthClark Computing, Inc. Capacity Planning User Guide ERP Consulting Web Development Custom Programming Solutions Desktop & Web Applications for Manfact NorthClark Computing, Inc. Capacity Planning User Guide Web and Desktop Applications for Manfact by Epicor

More information

User Guide. Dynamics 365 / CRM / XRM Platform. CRM Versions Supported: 2013/2015/2016/D 365

User Guide. Dynamics 365 / CRM / XRM Platform. CRM Versions Supported: 2013/2015/2016/D 365 Dynamics 365 / CRM / XRM Platform User Guide CRM Versions Supported: 2013/2015/2016/D 365 Activity Calendar for Dynamics 365 / CRM is a very useful addon that allows CRM users across the organization to

More information

CONVERSION GUIDE Trial Balance CS and Engagement CS to AdvanceFlow

CONVERSION GUIDE Trial Balance CS and Engagement CS to AdvanceFlow CONVERSION GUIDE Trial Balance CS and Engagement CS to AdvanceFlow Introduction and conversion overview... 1 Conversion considerations and recommendations... 2 Installing the conversion program... 3 Import

More information

Sage Abra SQL HRMS Reports. User Guide

Sage Abra SQL HRMS Reports. User Guide Sage Abra SQL HRMS Reports User Guide 2009 Sage Software, Inc. All rights reserved. Sage, the Sage logos, and the Sage product and service names mentioned herein are registered trademarks or trademarks

More information

Odoo Enterprise Subscription Agreement

Odoo Enterprise Subscription Agreement Odoo Enterprise Subscription Agreement Note: Version 6 - Last revision: October 3, 2017. By subscribing to the Odoo Enterprise services (the Services ) provided by Odoo SA and its affiliates (collectively,

More information

Infor ERP LN Freight Management Plan Board v2.4

Infor ERP LN Freight Management Plan Board v2.4 Infor ERP LN Infor ERP LN Freight Management Plan Board v2.4 Installation Guide Copyright 2008 Infor All rights reserved. The word and design marks set forth herein are trademarks and/or registered trademarks

More information

SafeNet Authentication Service. Service Provider Role and Scope Guide

SafeNet Authentication Service. Service Provider Role and Scope Guide SafeNet Authentication Service Service Provider Role and Scope Guide All information herein is either public information or is the property of and owned solely by Gemalto and/or its subsidiaries who shall

More information

CAT Enterprise. Reports Manual

CAT Enterprise. Reports Manual CAT Enterprise Reports Manual Version 1.6 Revised February 2013 NOTICE AND DISCLAIMER The information contained herein (WORK) was prepared by or contributed to by various parties in support of professional

More information

Oracle. Talent Management Cloud Implementing Career Development. Release 13 (update 17D)

Oracle. Talent Management Cloud Implementing Career Development. Release 13 (update 17D) Oracle Talent Management Cloud Release 13 (update 17D) Release 13 (update 17D) Part Number E89393-01 Copyright 2011-2017, Oracle and/or its affiliates. All rights reserved. Author: Sweta Bhagat This software

More information

Tabs3 Quick Start Guide

Tabs3 Quick Start Guide Tabs3 Quick Start Guide Tabs3 Quick Start Guide Copyright 2017 Software Technology, LLC 1621 Cushman Drive Lincoln, NE 68512 (402) 423-1440 Tabs3.com Tabs3, PracticeMaster, and the pinwheel symbol ( )

More information

The Enhanced Sales Center SuiteApp

The Enhanced Sales Center SuiteApp September 27, 2017 2017.2 Copyright 2005, 2017, Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions

More information

BillQuick MYOB Integration

BillQuick MYOB Integration Time Billing and Business Management Software Built With Your Industry Knowledge BillQuickMYOB Integration Integration Guide BQE Software, Inc. 2601 Airport Drive Suite 380 Torrance CA 90505 Support: (310)

More information

Business Portal for Microsoft Dynamics GP. Human Resources Management Self Service Suite User s Guide Release 10.0

Business Portal for Microsoft Dynamics GP. Human Resources Management Self Service Suite User s Guide Release 10.0 Business Portal for Microsoft Dynamics GP Human Resources Management Self Service Suite User s Guide Release 10.0 Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all

More information

Sage ERP Accpac Online 5.6

Sage ERP Accpac Online 5.6 Sage ERP Accpac Online 5.6 Integration Resource Guide for Sage ERP Accpac And Sage CRM (Updated: December 1, 2010) Thank you for choosing Sage ERP Accpac Online. This Resource Guide will provide important

More information

Microsoft Great Plains Dynamics HUMAN RESOURCES PEOPLE MANAGEMENT

Microsoft Great Plains Dynamics HUMAN RESOURCES PEOPLE MANAGEMENT Microsoft Great Plains Dynamics HUMAN RESOURCES PEOPLE MANAGEMENT Copyright Manual copyright 2001 Great Plains Software, Inc. All rights reserved. Great Plains Software, Inc. is a wholly-owned subsidiary

More information

Skills Management Training Manager for Genesys WFM Administrator Guide

Skills Management Training Manager for Genesys WFM Administrator Guide Skills Management 9.0.0 Training Manager for Genesys WFM Administrator Guide Information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written

More information

Xxxxx Xxxxxx OM-CP-TEMP101A. Temperature Data Logger with 10 year battery life INSTRUCTION SHEET MQS5026/0117

Xxxxx Xxxxxx OM-CP-TEMP101A. Temperature Data Logger with 10 year battery life INSTRUCTION SHEET MQS5026/0117 Xxxxx Xxxxxx Temperature Data Logger with 10 year battery life INSTRUCTION SHEET MQS5026/0117 Shop online at omega.com SM e-mail: info@omega.com For latest product manuals: www.omegamanual.info Product

More information

Accounts Payable Release 2015

Accounts Payable Release 2015 Accounts Payable Release 2015 Disclaimer This document is provided as-is. Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.

More information

ExpressMaintenance Release Notes

ExpressMaintenance Release Notes ExpressMaintenance Release Notes ExpressMaintenance Release 9 introduces a wealth exciting features. It includes many enhancements to the overall interface as well as powerful new features and options

More information

Demand Management User Guide. Release

Demand Management User Guide. Release Demand Management User Guide Release 14.2.00 This Documentation, which includes embedded help systems and electronically distributed materials (hereinafter referred to as the Documentation ), is for your

More information

Attendance Enterprise Manager Self Service

Attendance Enterprise Manager Self Service Attendance Enterprise Manager Self Service Attendance Enterprise Manager Self Service A Companion Document to Attendance Enterprise 1.6 2011, InfoTronics, Inc. All Rights Reserved. InfoTronics, Attendance,

More information

PLAINSCAPITAL BANK APPLE PAY TERMS AND CONDITIONS - BUSINESS

PLAINSCAPITAL BANK APPLE PAY TERMS AND CONDITIONS - BUSINESS PLAINSCAPITAL BANK APPLE PAY TERMS AND CONDITIONS - BUSINESS Last Modified: 6/19/2015 These terms and conditions ( Terms and Conditions ) are a legal agreement between you and PlainsCapital Bank that governs

More information

Project and Portfolio Management Center

Project and Portfolio Management Center Project and Portfolio Management Center Software Version: 9.42 Portfolio Management Configuration Guide Go to HELP CENTER ONLINE http://admhelp.microfocus.com/ppm/ Document Release Date: September 2017

More information

SAP E-LEARNING / SAP E-ACADEMY TERMS AND CONDITIONS

SAP E-LEARNING / SAP E-ACADEMY TERMS AND CONDITIONS SAP E-LEARNING / SAP E-ACADEMY TERMS AND CONDITIONS Definitions and Interpretation Contact Person ID(SAP User ID) Registration and Dates Commercial Terms Cancellation and Rescheduling Price and Payment

More information

George Washington University Workforce Timekeeper 6.0 Upgrade Training

George Washington University Workforce Timekeeper 6.0 Upgrade Training Workforce Timekeeper 6.0 Upgrade Training Table of Contents Topic 1: Workforce Timekeeper 6.0 New Features...4 Topic 2: Logging On and Off...5 Topic 3: Navigating in Workforce Timekeeper...7 Topic 4: Reviewing

More information

Tech Credit Union Online Banking & Telephone Teller User Agreement January 11, 2012

Tech Credit Union Online Banking & Telephone Teller User Agreement January 11, 2012 Tech Credit Union Online Banking & Telephone Teller User Agreement January 11, 2012 Your use of either Online Banking or Telephone Teller is considered acknowledgement and agreement that you have read

More information

Managing Direct Through Stock Inventory. Release 9.0.4

Managing Direct Through Stock Inventory. Release 9.0.4 Managing Direct Through Stock Inventory Release 9.0.4 i Table Of Contents Disclaimer This document is for informational purposes only and is subject to change without notice. This document and its contents,

More information

Microsoft Dynamics GP. Manufacturing Core Functions

Microsoft Dynamics GP. Manufacturing Core Functions Microsoft Dynamics GP Manufacturing Core Functions Copyright Copyright 2010 Microsoft. All rights reserved. Limitation of liability This document is provided as-is. Information and views expressed in this

More information

Oracle Production Scheduling

Oracle Production Scheduling Oracle Production Scheduling Installation Guide Release 12.2 Part No. E48798-02 August 2014 Oracle Production Scheduling Installation Guide, Release 12.2 Part No. E48798-02 Copyright 2008, 2014, Oracle

More information