Interactive Voice Response Systems: IVR What's New

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IVR – What’s New Becky Paul Milsoft Utility Solutions, Inc.

description

This is an Interactive Voice Response IVR system focused presentation from Milsoft's 2009 User Conference informative. It was originally presented there by Beck Paul. The Milsoft Electric Utility Solutions Users Conference is the premier event for both our users and vendors offering interoperable electric utility management services that enhance Milsoft’s Smart Grid Systems. If you’d like to receive information about our software training events, you can email: [email protected].

Transcript of Interactive Voice Response Systems: IVR What's New

IVR – What’s New

Becky PaulMilsoft Utility Solutions, Inc.

IVR Engine• Scriptable Outage Callbacks

– Read back address of callback record– Playback system date/time for clock reset– Multiple types of callbacks per system– Multiple results per callback scripts

• Power restored• Still out• Don’t know

– Can script telephone results

IVR Engine• Outbound applications logged in call logs

– PORCHE callbacks– Crew Call/Crew Command– Notify– Remote Dispatcher Notification

• 7-digit phone support on multiple area code systems

IVR Engine• Vap support dropped (except for digits)• Added DTMF Failover to templates• Additional e-mail alerts

– Payment failures– Nuance exemptions

IVR Engine• Share data across IVR applications

– Ex: Phone Number Update from PORCHE• Outbound-only channels now only wait 5

seconds between calls; Inbound/Outbound 15 seconds.

• Ability to change the flash hook value of D4/AMI transfers

PorcheOCM• Callback functionality

– Additional Columns in Main Grid• Date/Time of Last Attempt • Type of Callback* • Callback Result

– Type Chooser*

*If Custom Types Are Implemented

PorcheOCM

• Requested Callback flag

PorcheOCM

• New folder lists have been added.

• Similar to rain, storm, etc., folder-users can customize 2 additional lists to store information regarding an outage.

PorcheOCM

• Device ID– Right-click any device and view statistics for that

device, including # of customers who are direct dependents as well as # of customers who are indirect dependents.

PorcheOCM

• Alarm Settings– Profile administrators can lock alarm settings per

profile.– Disable Alarm Via Timer

PorcheOCM

• Filter Protection– District Filters– Status Filter

Profile administrators can lock filters per profile.

Milsoft IVR with Telelink Credit Card Payments version 7.23

• PA-DSS compliant• “PCI Accepted” for the listed Interfaces

– NOVA/Elavon (Visa-listed Compliant Service Provider)– Chase Paymentech (Visa-listed Compliant Service Provider)– Paymerica (Interfaces to Plug’n Pay, a Visa-listed Compliant Service

Provider)– Authorize.Net (Visa-listed Compliant Service Provider)– Point and Pay (A subsidiary of Vesta as a Visa-listed Compliant Service

Provider)– Shift4 Version 4.4.5.2084 (Visa-listed Compliant Service Provider)

Telelink

• Connect/Disconnect– "Trash Older" has been added to the main calendar

screen, allowing the user to choose a date, so that appointments scheduled for dates prior are archived.

– The verifier is now encrypted and not visible on reports or on the appointment list; however, authorized users can select a row and see the data on the screen momentarily so that they can verify the caller.

Telelink

• Customer Notification– When dragging/dropping customers from search into

call list, data file reports are written describing successes, failures, duplicates, and dial control conflicts. These reports are available in the Reports menu of Notification.

– History reports now available

CrewCall/CrewCommand

• Capability to Set End Call Time without “Complete” status

• Order Defined Crew Callouts by – “Last Accept”– “Rotating List”

• Set Active Times for employees to be included on Defined Crew Callouts.

CrewCall/CrewCommand• View Active Callouts by district allowing

“dummy” districts to be created.• Employee .wav file

– If text is selected on the employee info window when the TTS button is clicked, the selected text is used by default in the What text would you like converted to speech? window.

– Confirmation when deleting Employee wave file– Confirmation to save Employee wave file

CrewCall

• Ability to call multiples of a crew OR multiple copies of a crew determined on New Callout window

• Adds # of crews activated to debug log• Logs User who clicks Stop Calls• Reconsider is now an option for manual call

results.

Interfacing

• MultiSpeak– Real-time balance inquiries– Payment posting to billing– Database updates

• From billing• To billing

– Write Account History Comments

Interfacing

• Added for Telelink (currently “custom”)– Harris– ATS– SAP– Oracle

“Custom” Integration• NISC

– Contact Tracking (incoming)– Retrieval of dispatcher comments– DNP Flag retrieval

• SEDC– Budget Billing flag retrieval

• Exceleron– Real-time balance inquiries

Other

• Prompt Manager• GoToAssist• Hammer Testing for all new IVR systems• Improvements to Internal Tracking System

– Support– Development

Family Growth

• Sonia Owens-Marcantel• Scott Harris• Ryan Sharpe• Christy Fayard