NeoxDialCenter UserGuide

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©Copyright 2014-2015. All Rights Reserved
Document Release Details
Document Version: 1.1

Author : Ms.Nakshi Shah
Document Release Date: 31-12-2014
NEOX Dial Center User Guide 1.1
Contents
PREFACE..................................................................................................................................... 10
INTENDED AUDIENCE................................................................................................................. 10
RELATED DOCUMENTATION ...................................................................................................... 10
1. INTRODUCTION ................................................................................................................ 11
1.1. STARTING THE NEOX DIAL CENTER SYSTEM ................................................................. 12

1.2. MODULES OF THE PRODUCT ........................................................................................... 15
2. USER MANAGEMENT ...................................................................................................... 16
2.1. USER GROUP LISTING ..................................................................................................... 17

2.1.1. User Group Listing .................................................................................................. 17
2.1.2. Create a New User Group ....................................................................................... 18
2.1.3. Modify a User Group ............................................................................................... 20
2.1.4. Delete a User Group ................................................................................................ 23
2.2. NEW USER ....................................................................................................................... 24
2.2.1. User Listing ............................................................................................................. 24
2.2.2. Create a New User................................................................................................... 25
2.2.3. Modify a User .......................................................................................................... 27
2.2.4. Delete a User ........................................................................................................... 30
3. CAMPAIGN MANAGEMENT .......................................................................................... 31
3.1. CAMPAIGN MANAGEMENT.............................................................................................. 32

3.1.1. Campaign Listing .................................................................................................... 32
3.1.2. Create a Campaign .................................................................................................. 33
3.1.3. Modify a Campaign ................................................................................................. 39
3.1.4. Delete a Campaign .................................................................................................. 45
3.2. URL POPUP ..................................................................................................................... 47
3.2.1. URL Listing.............................................................................................................. 47
3.2.2. Create a URL Popup ............................................................................................... 48
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3.2.3. Modify a URL Popup Configuration ....................................................................... 55

3.2.4. Delete a URL Popup configuration ......................................................................... 57
3.3. SMS CONFIGURATION .................................................................................................... 58
3.3.1. SMS Configuration Listing ...................................................................................... 58
3.3.2. Create a SMS Configuration ................................................................................... 59
3.3.3. Modify a SMS Configuration ................................................................................... 63
3.3.4. Delete a SMS configuration ..................................................................................... 65
3.4. PAUSE CODE ................................................................................................................... 66
3.4.1. Pause Code Listing .................................................................................................. 66
3.4.2. Pause Code Deletion ............................................................................................... 68
4. LIST MANAGEMENT ....................................................................................................... 69
4.1. LIST LISTING ................................................................................................................... 70

4.2. ADD A NEW LIST ............................................................................................................ 73
4.3. MODIFY A LIST................................................................................................................ 75
4.4. DELETE A LIST ................................................................................................................ 78
4.5. LOAD A NEW LEAD ......................................................................................................... 80
4.6. LIST CUSTOM FIELDS ...................................................................................................... 83
4.7. COPY CUSTOM FIELDS .................................................................................................... 88
4.8. ADD-DELETE DNC NUMBER .......................................................................................... 89
5. SCRIPT MANAGEMENT .................................................................................................. 91
5.1. SCRIPTS LISTING ............................................................................................................. 92

5.2. CREATE A NEW SCRIPT ................................................................................................... 93
5.3. MODIFY A SCRIPT ........................................................................................................... 96
5.4. DELETE A SCRIPT ............................................................................................................ 98
6. CALL TIME MANAGEMENT .......................................................................................... 99
6.1. CALL TIME .................................................................................................................... 100

6.1.1. Show Call Times .................................................................................................... 100
6.1.2. Create a New Call Time ........................................................................................ 101
6.1.3. Modify a Call Time ................................................................................................ 103
6.1.4. Delete a Call Time ................................................................................................. 105
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6.2. STATE CALL TIME ......................................................................................................... 107

6.2.1. Show State Call Times ........................................................................................... 108
6.2.2. Create a New State Call Time ............................................................................... 109
6.2.3. Modify a State Call Time ....................................................................................... 111
6.2.4. Delete a State Call Time ........................................................................................ 113
7. SHIFT MANAGEMENT ................................................................................................... 115
7.1. SHIFT LISTING ............................................................................................................... 116

7.2. CREATE A NEW SHIFT ................................................................................................... 117
7.3. MODIFY A SHIFT ........................................................................................................... 119
7.4. DELETE A SHIFT ............................................................................................................ 121
8. CALL MENU MANAGEMENT ...................................................................................... 122
8.1. CALL MENU LISTING .................................................................................................... 123

8.2. CREATE A CALL MENU ................................................................................................. 124
8.3. MODIFY CALL MENU .................................................................................................... 127
8.4. DELETE CALL MENU ..................................................................................................... 129
9. INBOUND MANAGEMENT ............................................................................................ 131
9.1. INBOUND MANAGEMENT .............................................................................................. 132

9.1.1. Show In-Group ...................................................................................................... 132
9.1.2. Create a new Inbound Group ................................................................................ 133
9.1.3. Modify a Inbound Group ....................................................................................... 138
9.1.4. Delete an Inbound Group ...................................................................................... 145
9.2. DID MANAGEMENT ...................................................................................................... 147
9.2.1. Show DID’s............................................................................................................ 147
9.2.2. Create a New DID ................................................................................................. 148
9.2.3. Modify a DID Record ............................................................................................ 151
9.2.4. Delete a DID Record ............................................................................................. 153
10. REPORT MANAGEMENT .......................................................................................... 154
10.1. AGENT REPORTS........................................................................................................ 156

10.1.1. Agent Performance Report................................................................................. 156
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10.1.2. Agent Activity Report ......................................................................................... 157

10.1.3. Agent Call Summary Report .............................................................................. 160
10.2. INBOUND REPORTS .................................................................................................... 161
10.2.1. Inbound Report .................................................................................................. 161
10.2.2. Inbound CDR Report ......................................................................................... 163
10.2.3. Inbound Call Distribution Summary Report ...................................................... 164
10.2.4. Inbound Activity Report ..................................................................................... 165
10.2.5. Hourly Inbound Activity Report ......................................................................... 166
10.3. OUTBOUND REPORTS ................................................................................................ 168
10.3.1. Outbound Report ................................................................................................ 168
10.3.2. Outbound CDR Report ....................................................................................... 173
10.3.3. Outbound Activity Report................................................................................... 174
10.4. CALL CDR REPORT ................................................................................................... 175
10.5. VOICE BLASTER CDR REPORT .................................................................................. 176
11. CUSTOM REPORTS ..................................................................................................... 177
11.1. CUSTOM REPORTS ..................................................................................................... 178

11.1.1. Custom Report Listing ....................................................................................... 178
11.1.2. View Custom Report........................................................................................... 179
12. ACL MANAGEMENT................................................................................................... 180
12.1. ACL USER ................................................................................................................. 181

12.1.1. Show ACL User .................................................................................................. 181
12.1.2. Add A New ACL User......................................................................................... 182
12.1.3. Modify ACL User ............................................................................................... 184
12.1.4. Delete ACL User ................................................................................................ 186
12.2. ACL PROFILE ............................................................................................................ 188
12.2.1. Show ACL Profile............................................................................................... 188
12.2.2. Add A New ACL Profile ..................................................................................... 189
12.2.3. Modify ACL Profile ............................................................................................ 190
12.2.4. Delete ACL Profile ............................................................................................. 192
12.3. USER PROFILE BINDING ............................................................................................ 194
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12.3.1. Show User Profile Binding ................................................................................ 194

12.3.2. Add A New User Profile Binding ....................................................................... 195
12.3.3. Modify ACL User Profile Binding...................................................................... 199
12.3.4. Delete User Profile Binding ............................................................................... 201
13. SERVER MANAGEMENT ........................................................................................... 203
14. DISPOSITION STATUSES........................................................................................... 206
14.1. LISTING OF DISPOSITION STATUS .............................................................................. 207

14.2. ADD A NEW DISPOSITION STATUS ............................................................................ 210
14.3. MODIFY THE DISPOSITION STATUS ........................................................................... 213
14.4. DELETE THE DISPOSITION STATUS ............................................................................ 215
15. PHONE MANAGEMENT ............................................................................................. 217
15.1. PHONE LISTING.......................................................................................................... 218

15.2. CREATE A NEW PHONE.............................................................................................. 219
15.3. MODIFY A PHONE RECORD........................................................................................ 221
15.4. DELETE A PHONE RECORD ........................................................................................ 223
16. BULK OPERATIONS ................................................................................................... 224
16.1. USER – USERGROUP MANAGEMENT ......................................................................... 224

16.2. USER – INGROUP MANAGEMENT............................................................................... 226
17. BACKUP MANAGEMENT .......................................................................................... 227
18. CUSTOMIZE GUI ......................................................................................................... 229
19. LOGOUT......................................................................................................................... 231
20. DASHBOARD................................................................................................................. 232
21. NEOX DIAL CENTER : AGENT LOGIN .................................................................. 235
Calls in Queue ...................................................................................................................... 237

Hangup ................................................................................................................................. 237
Park Call .............................................................................................................................. 241
Pause & Pause Codes .......................................................................................................... 241
Page 8 of 272
Resume ................................................................................................................................. 242

Record .................................................................................................................................. 242
Transfer ................................................................................................................................ 242
Phone Number ...................................................................................................................... 245
CDR View ............................................................................................................................. 245
Active CallBacks .................................................................................................................. 246
Lead Search Form ................................................................................................................ 249
Script .................................................................................................................................... 250
22. NEOX CALL FLOW : SCENARIO 1 INBOUND CALLING.................................. 251
23. NEOX CALL FLOW : SCENARIO 2 OUTBOUND CALLING ............................. 259
ANNEXURE A: ......................................................................................................................... 270
Page 9 of 272
Preface
This manual describes how to configure and operate NEOX System for UNIX platform for
implementing various services.
Intended Audience
This document is intended for the system administrators and anyone requiring a technical
understanding of the NEOX product.
Installing or upgrading the NEOX System requires a general knowledge of UNIX , Networking and
the telephone interface.
Related Documentation
The following documents provide additional information for the Configuration and use of NEOX
product:
 Supported RFCS are mentioned in the Annexure
Note - Compliance to specifications & RFCs. The product rules the RFC definition however that
is always done in good facility of the customer request. Generally, NEOX does Not overrule the
RFC definitions, but there is some flexibility in the configurations by which the product may
functionally differ from those recommendations. Elitecore recommends Not to make any
disputes or prolonged debates on such kind of product behavior due to
Configuration flexibilities.
Page 10 of 272
1. Introduction
Neox Dial Center Solution is a Contact Center solution that unites Outbound, Inbound and
Blended voice processes. In addition, Neox Dial Center delivers Interactive Voice Response (IVR),
Recording, Quality Management, Comprehensive Reporting and Administrative Capabilities.
The solution automates the call center processes allowing you to focus on running your business
and keeping your customers completely satisfied.
Inbound Process - Automatic Call Distribution (ACD)

ACD allows contact centers to answer calls as they enter the contact center, play some Welcome
Message and intelligently route them to available agents based on the dialed number (DNIS),
calling party identification (ANI), available agents, Agent Selection Algorithm or customized
business rules. Inbound Agents can participate simultaneously in Outbound dialing to provide
Blended support.
Outbound Service – Manual/Auto/Preview/Predictive Dialer

Neox Dial Center outbound Service utilizes multiple Predictive, Preview, Progressive , Manual
and Voice Blaster dialing options to manage pacing and compliance with regulations. Outbound
Service operates a variety of campaign and list management strategies and ensures accurate
voice, fax and answering machine detection. In addition, Outbound Service also provides Do
Not Call List Management, Time Zone Management and Scheduled Callback.
Page 11 of 272
Neox Dial Center Deployment
Figure 1:1 : Neox Dial Center Deployment
1.1. Starting the Neox Dial Center System

To configure, control, and monitor the Neox Dial Center System , you must login to its web-
based portal. This requires a computer with an Ethernet port and a Web browser. Neox Dial
Center recommends Mozilla Firefox or Google Chrome to ensure complete compatibility
with the Neox EMS.
Pre-requisities
 Neox Dial Center should be installed successfully on the machine
 Neox Dial Center server must be up and running
 Specifications for Using the GUI :
 Web Browsers — Mozilla Firefox and Google Chrome
 Monitor — 1024 x 768 or higher
Page 12 of 272
STEPS
1. Start your web browser, specify http://<<ipaddress/hostname>>:<<port>>/<<application-

name>> For eg : http://10.103.2.155:9090/admin/admin.php in the address bar, and press
Enter.
Click to
Login
Figure 1:2 Admin Login Screen
2. Specify the User Name and Password that you set during installation
3. Click on GO
Page 13 of 272
Navigation Panel Work Area
Figure 1:3 Screen of the Neox Dial Center Home Page
 Navigation Panel - Provides access to the various available Modules.

 Work Area - This is the area in which you would perform the work.
4. GUI Icons
On the Right Top most side you will find These buttons:
Home Icon
Dashboard Button , it redirects to the dashboard of the Neox Dial Center
Shows the Latest Version of Neox Dial Center
Help button is used in case of any Help required in the Dial Center
Logout Button , it logs out the user and redirect to the login page
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1.2. Modules of the Product

Neox Dial Center System comes bundled with :
 User Management
 Campaign Management
 List Management
 Script Management
 Call Time Management
 Shift Management
 Call Menu Management
 Inbound Management
 Report Management
 Custom Reports
 ACL Management
 Server Management
 Disposition Statuses
 Phone Management
 Bulk Operations
 Backup Management
 Customize GUI
 Logout
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2. User Management
Neox Dial Center Agents for Inbound / Outbound call center. User Management allows Admin to
select User groups for users. User can be grouped in ,to provide common privileges like Shift
Management , Campaign and Inbound groups.
The user list is a full listing of every active Neox Dial Center user in the system with their UserID,
Name, User group, Live Agent, Call back count, Active / Inactive and links to user stats and
modification pages (to see all users just click on the “show users” link from the top). You can
also click on the USER ID, FULL NAME and GROUP column headers to sort the user listing in
ascending and descending order by those columns.
Modules Covered :
1. New User Group
a. User Group Listing
b. Create a User Group
c. Modify a User Group
d. Delete a User Group
2. New User
a. User Listing
b. Create a User
c. Modify a User
d. Delete a User
Page 16 of 272
2.1. User Group Listing

2.1.1. User Group Listing
Lists all the created User Groups.
ACCESS PATH
User Management -> User Groups Listing
You can also search for a User Group based on User Group ID or Group name or both.
Figure 2:1 User Group Listing
Page 17 of 272
2.1.2. Create a New User Group

ACCESS PATH
User Management -> Add New User Group
STEPS
1. Click on “Add New User Group” from horizontal menu or click on “Create” button or go
to “User Management -> Add a New User Group” from left side vertical navigation
panel to Add a New User Group as displayed below :
2. Setting the values of the parameters as required :

i. Parameter Name – Group
Description – This is the short name of a User group. Do not use any spaces or
punctuation for this field. Max 20 characters are allowed and minimum of 2
characters.
Default Value – Any valid string
ii. Parameter Name – Description

Description – This is the description of the Neox Dial Center user group and a
max of 40 characters are allowed.
Default Value – Any valid string
Figure 2:2 Add new User Group
3. Click on “Submit “ button to create New User Group . On successful creation , a success
message is displayed “User Group Added successfully” .
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4. Other fields like Shift Enforcement, Allowed Campaigns, Allowed Inbound Groups,
Group shifts, Agent Status Viewable Groups and Agent Allow Blind Xfer can be filled on
modify of a user group.
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2.1.3. Modify a User Group

ACCESS PATH
User Management -> Show User Group
STEPS
1. Click on “Modify” button to Modify a User Group record as shown in figure :
Click to
Modify
Figure 2:3 Modify the User Group screen
2. Setting the values of the parameters as required as shown in the figure below :
i. Parameter Name – Shift Enforcement
Description – This setting allows you to restrict agent logins based upon the shifts
that are selected below.
OFF will not enforce shifts at all.
START will only enforce the login time but will not affect an agent that is running
over their shift time if they are already logged in.
ALL will enforce shift start time and will log an agent out after they run over the end
of their shift time.
Default Value – OFF
ii. Parameter Name – Allowed Campaigns

Description – This is a selectable list of Campaigns to which members of this user
group can log in to. The ALL-CAMPAIGNS option allows the users in this group to see
and log in to any campaign on the system.
Page 20 of 272
Click to
Update
Figure 2:4 Modify User Group
iii. Parameter Name – Allowed Inbound Groups

Description – This is a selectable list of Ingroups in that Campaigns to which
members of this user group can log in to.
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iv. Parameter Name – Group Shifts

Description – This is a selectable list of shifts that can restrict the agents to login
based on the time of the system.
v. Parameter Name – Agent Status Viewable Groups

Description – This is a selectable list of User Groups and user functions to which
members of this user group can view the status and also transfer calls inside the
agent screen.
The ALL-GROUPS option allows the users in this group to see and transfer calls to
any user on the system.
The CAMPAIGN-AGENTS option allows users in this group to see and transfer calls to
any user in the campaign that they are logged into.
The NOT-LOGGED-IN-AGENTS option allows all users in the system to be displayed,
even if they are not logged-in curently.
The Default-ADMIN - Neox Dial Center Administrator Group
The Default-AGENT - Neox Dial Center Agent Group
Neox_Test - Neox_Test _ippbx
vi. Parameter Name – Agent Allow Blind Xfer

Description – This option allows the disabling of specific buttons in the Transfer
Conference section of the Agent interface. Default is Y for yes or enabled.
3. On click on “Submit” button a success message is displayed “User Group Modified

Successfully”.
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2.1.4. Delete a User Group

ACCESS PATH
User Management -> User Groups Listing
STEPS
1. User Group can be deleted with the help of “ ” button or “Delete” button from the
GUI. If you have more than one record and you want to delete all, click on the checkbox
and then click the delete button , All the records would be deleted in single go.
Select User
Group to delete Click to
Delete
Figure 2:5 Delete User Group
2. When you click on delete button it will ask for confirmation message as “ Are you sure
you want to delete this record ? “.
3. Click on “OK” to delete the record.On successful deletion of User Group , success
message is displayed “User Group deleted successfully” .
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2.2. New User

2.2.1. User Listing
Lists all the created Users.
ACCESS PATH
User Management -> User Listing
You can also search for a User based on User ID or Full name , User Group or all.
Figure 2:6 Show Campaign Listing
Page 24 of 272
2.2.2. Create a New User

ACCESS PATH
User Management -> Add A New User
STEPS
1. Click on “Add A New User” from horizontal menu or click on “Create” button or
go to “User Management -> Add A New User” from left side vertical navigation
panel to Add A New User as displayed below :
Figure 2:7 Create New User

i. Parameter Name – User ID
Description – This field is where you put the Neox Dial Center users ID
number, can be up to 8 digits in length, Must be at least 2 characters in
length.
Default Value – None
ii. Parameter Name – Password

Description – This field is where you put the users password. Must be at
least 2 characters in length. A strong user password should be at least 8
Page 25 of 272
characters in length and have lower case and upper case letters as well as
at least one number.
iii. Parameter Name – Full Name

Description – This field is where you put the users full name. Must be at
least 2 characters in length.
iv. Parameter Name – User Group

Description – This menu is where you select the users group that this user
will belong to. This does not have any restrictions at this time, this is just to
subdivide users and allow for future features based upon it.
Valid Values – Default – ADMIN- Neox Dial Center Administrator Group,
Default – AGENT- Neox Dial Center AgentGroup , Neox_Test –
Neox_Test_ippbx, Default - AGENT
v. Parameter Name – User Type

Description – Whether the user is of Agent or Admin type.
Valid Values – Agent or Admin
3. Click on “Submit “ button to create New User .On successfull creation , a success
message is displayed “New User created successfully” .
Page 26 of 272
2.2.3. Modify a User

ACCESS PATH
STEPS
1. Click on “Modify” button to Modify a User record as shown in Figure.
Click to
Modify
Figure 2:8 Click to Modify a User
i. Parameter Name – Active

Description – This field defines whether the user is active in the system
and can use Neox Dial Center resources.
Default Value - Y
Valid Values – Y or N
ii. Parameter Name – Agent Choose Ingroups

Description – This option if set to 1 allows the user to choose the ingroups
that they will receive calls from when they login to a CLOSER or INBOUND
Page 27 of 272
campaign. Otherwise the Manager will need to set this in their user detail
screen of the admin page.
Valid Values – 0 or 1
Click to
Update
Figure 2:9 Modify a User
iii. Parameter Name – Agent Choose Blended

Description – This option if set to 1 allows the user to choose if the agent
has their campaign set to blended or not, and if not then the default
blended setting will be used. Default is 1 for enabled.
iv. Parameter Name – Agent-Only Callbacks
Page 28 of 272
Description – This option allows an agent to set a callback so that they are
the only Agent that can call the customer back. This also allows the agent
to see their callback listings and call them back any time they want to.
v. Parameter Name – Closer Default Blended

Description – In perl setup, if this field is enabled, it will allow agents to
make inbound and outbound calls, else only manual dialing will be allowed.
vi. Parameter Name – Alert Enabled

Description – This field shows whether the agent has web browser alerts
enabled for when calls come into their session.
Default Value - Default is 0 for NO.
vii. Parameter Name – Allow Alerts

Description – This field gives you the ability to allow agent browser alerts
to be enabled by the agent for when calls come into their session.
Default Value - Default is 0 for NO.
viii. Parameter Name – Inbound Groups

Description – Here is where you select the inbound groups you want to
receive calls from if you have selected the CLOSER campaign. You will also
be able to set the rank in this section for each of the inbound groups as
well as being able to see the number of calls received from each inbound
group for this specific agent. Also in this section is the ability to give the
agent a rank for each inbound group. These ranks can be used for
preferred call routing when that option is selected in the in-group screen.
3. On click on “Submit” button a success message is displayed “User Modified

Successfully”.
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2.2.4. Delete a User

ACCESS PATH
STEPS
1. User can be deleted with the help of “ ” button or “Delete” button from the GUI. If
you have more than one record and you want to delete all, click on the checkbox and
then click the delete button ans all the records would be deleted in single go.
Step 1 Step 2
Figure 2:10 Delete User screen
Step 1 Step 2
Figure 2:11 Delete all Users screen.
2. When you click on delete button it will ask for confirmation message “ Are you sure you
want to delete this record?”
3. Click on “OK” to delete the record. On successful deletion of User , success message is
displayed “User deleted successfully” .
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3. Campaign Management
This Section facilitates Neox Dial Center admin to create Inbound / Outbound and Blended
process.
Note : For Blended process, Inbound group should be associated with Campaigns.
Operations Performed
1. Campaign
a. Campaign Listing
b. Create a Campaign
c. Modify a Campaign
d. Delete a Campaign
2. URL Popup
a. URL Listing
b. Create a URL Popup
c. Modify a URL Popup Configuration
d. Delete a URL Popup Configuration
3. Pause Codes
a. Pause Code Listing
b. Create a Pause Code
c. Modify a Pause Code
d. Delete a Pause Code
Page 31 of 272
3.1. Campaign Management

3.1.1. Campaign Listing
Lists all the created campaigns.
ACCESS PATH
Campaign Management -> Campaign Listing
You can also search for a Campaign based on Campaign ID or name , Dial Method or all.
Figure 3:1 Show Campaign Listing
Page 32 of 272
3.1.2. Create a Campaign

ACCESS PATH
Campaign Management -> Add a New Campaign
STEPS
1. Click on “Add a New Campaign” from horizontal menu or click on “Create” button or
go to “Campaign Management -> Add a New Campaign” from left side vertical
navigation panel to Add a New Campaign as displayed below :
Figure 3:2 Create a Campaign
Page 33 of 272
Campaign Detail
i. Parameter Name – Campaign ID
Description – This is the short name of the campaign, it is not editable after
initial submission, cannot contain spaces and must be between 2 and 8
characters in length.
Valid Value – Any valid string
ii. Parameter Name – Campaign Name

Description – This is the description of the campaign, it must be between 6 and
40 characters in length.
Default Value – Any valid String
iii. Parameter Name – Active

Description – This is where you set the campaign to Active or Inactive. If
Inactive, noone can log into it.
Default Value – Y
iv. Parameter Name – Time Zone

Description – Select the Time Zone for the Campaign
v. Parameter Name – Next Agent Call

Description – This determines which agent receives the next call that is
available.
Default Value – Random
Valid Values –
 Random - orders by the random update value in the database.
 Round Robin – orders by the last time an agent was sent a call. Results in
agents receiving about the same number of calls overall.
 Number of Calls – orders by the number of calls received by an agent for
that specific inbound group. Least calls first.
 Most Idle – orders by the amount of time agent has been actively waiting
for a call.
 Inbound Group Rank – orders by the rank given to the agent for the specific
inbound group. Highest to Lowest.
Page 34 of 272
vi. Parameter Name – Script

Description – This menu allows you to choose the script that will appear on the
agents screen for this campaign. Select NONE to show no script for this
campaign.
Prompt Files
vii. Parameter Name – Park Music-on-Hold File
Description – This is where you can define the on-hold music context for this
campaign. Make sure you select a valid music on hold context from the select
list and that the context that you have selected has valid files in it.
Default Value - default.
viii. Parameter Name – Play Welcome Message

Description – These setting is selected when we want to play the defined
welcome message, ALWAYS will play it every time, NEVER will never play it,
IF_WAIT_ONLY will only play the welcome message if the call does not
immediately go to an agent.
Default Value – ALWAYS
Valid Values – ALWAYS , NEVER , IF_WAIT_ONLY
ix. Parameter Name – Welcome Message Filename

Description – The audio file located on the server to be played when the call
comes in. If set to ---NONE--- then no message will be played. Default is ---
NONE---. This field as with the other audio fields in In-Groups, with the
exception of the Agent Alert Filename, can have multiple audio files played if
you put a pipe-separated list of audio files into the field.
x. Parameter Name – MOH Message Filename

Description – The audio file located on the server to be played at a regular
interval when the customer is on hold. This audio file MUST be 9 seconds or less
in length.
Callback Configuration
xi. Parameter Name – Scheduled Callbacks
Description – This is whether in this campaign, the agent is allowed to set
Schedule Callbacks or not.
Default Value – N
Page 35 of 272
Maximum Callback Hops

xii. Parameter Name – Per Day Configuration
Description – This is where you can set how many scheduled callbacks can an
agent set for one day on a particular number / lead.
Maximum Callback Hops for Fail Calls – Number of scheduled callbacks that an
agent can set per lead for Failed Calls
Maximum Callback Hops for Success Calls - Number of scheduled callbacks that
an agent can set per lead for Successful Calls
Default Value – Blank
Valid Values – 0 for no limit or any valid positive integer.
xiii. Parameter Name – Global Configuration

Description – This is where you can set how many scheduled callbacks can an
agent set globally on a particular number / lead. Globally can be defined either
as 1 week, 1 month , 1 year until the count doesn’t decrease to reach 0.
Maximum Callback Hops for Success Calls - Number of scheduled callbacks that
an agent can set per lead for Successful Calls
Call Disposition Configuration

xiv. Parameter Name – Allow Auto Disposition
Description – If this field is enabled, then all the calls that are handled by the
agent will be disposed automatically on hangup and the agent will be again in
queue for the next call. This is used when disposition status is not of any use to
the client.
Note: This call disposition configuration has highest priority, if this configuration
is enabled all other call disposition configurations are disabled
Default Value – N
xv. Parameter Name – Allow Disposition for Fail Calls

Description – This field is used if we want disposition status to be enetered for
failed calls too.
Page 36 of 272
Default Value – N
xvi. Parameter Name – Allow Time Bound Disposition

Description – Time bound disposition field displayes a timer on disposition
status. If the agent disposes the call within that time, the call gets correctly
disposed else the system auto disposes the call after the configured no of
seconds.
Default Value – blank.
Valid Values – Any valid positive integer. 0 means time bound disposition is
disabled.
Inbound Group Configuration for Transfer

xvii. Parameter Name – Allow Transfer To Inbound Group
Description – This field when enabled, will allow transfer of call from one
ingroup to another associated with the same campaign.
Default Value – N.
Valid Values – Y or N.
Minimum Hoper Level

xviii. Parameter Name – Minimum Hoper Level
Description – This field when enabled, will allow transfer of call from one
ingroup to another associated with the same campaign.
Dial Method
xix. Parameter Name – Campaign Type
Description – This field is the way to define how dialing is to take place.
 MANUAL :In this campaign ,the auto_dial_level will be locked at 0 and the
agent will have to manually click on dial next to dial from the lead uploaded
by admin.
 PREVIEW - Here , User information is displayed to the agent before the call
is connected to the customer.
 PROGRESSIVE: Here , User information is displayed to the agent before the
call is connected to the customer.The Agent can choose to either dial the
lead, skip or to trash the lead.
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 PREDICTIVE : As soon as the agent logs in, automatic dialing of the leads
starts.
 INBOUND_MAN: Allows the agent to place manual dial calls from a
campaign list while being able to take inbound calls between manual dial
calls.
 VOICE_BLASTER : All the numbers in the lead are automatically dialed and
the IVR is played. Usually it is used for broadcasting a message. Example,
advertisements or marketing .
xx. Parameter Name – Auto Dial Level

Description – This field enables when Campaign Type is selected as PREDICTIVE
or INBOUND_MAN , to set the Call ratio for an Agent .
xxi. Parameter Name – Manual Preview Dial

Description – This field is enabled if Campaign Type is selected as “PREVIEW”.
Manual Preview Dial takes three parameters :
DISABLED : Disables this field.
PREVIEW_AND_SKIP : Agent can View the Customer Information and can decide
whether to “Dial” or “Skip”
PREVIEW_ONLY : Agent can view the Customer information but cannot “skip”.
3. Click on “Submit “ button to create New Campaign .On successful creation , success
message is displayed “Campaign created successfully” .
Page 38 of 272
3.1.3. Modify a Campaign

ACCESS PATH
Click to
STEPS Modify
1. Click on “Modify” button to Modify a Campaign record as shown in Figure 68.
Figure 3:3 Modify a Campaign Screen
2. Click on modify button and new configuration fields will be displayed.

i. Parameter Name – Campaign Caller ID
Description – This field allows for the sending of a custom callerid number on
the outbound calls. This is the number that would show up on the callerid of the
person you are calling.
Default Value – 0000000000
Valid Value – Any valid caller id.
ii. Parameter Name – Campaign Recording

Description – This menu allows you to choose what level of recording is allowed
on this campaign. NEVER will disable all recording on the client. ONDEMAND is
the default and allows the gent to start and stop recording as needed. ALLCALLS
will start recording on the client whenever a call is sent to an agent.
Default Value – ONDEMAND
Valid Value – NEVER,ONDEMAND,ALLCALLS
Page 39 of 272
Page 40 of 272
Figure 3:4 Modify screen for Campaign
iii. Parameter Name – Allowed Inbound Groups

Description – This is a selectable list of Ingroups in that Campaigns to which
members of this user group can log in to.
iv. Parameter Name – Dial Status

Description – This is where you set the statuses that you are wanting to dial on
within the lists that are active for the campaign. You can select over 50 statuses
to dial on for each campaign if you need. If you want to remove one, simply click
the REMOVE link next to that status, if you want to add one,select it from the
“Ad a Dial Status” menu and click on the ADD link.
Default Value – N
Valid Value – Y/N
v. Parameter Name – Add A Dial Status to Call

Description – This will select the list of those call only that whose dial status is
selected from the option.
Default Value – New Lead
Valid Value – Options shown in the GUI.
vi. Parameter Name – Campaign Statuses

Description – All the statuses which are checked will be shown to the agent
after the call gets disconnected in the disposition status.
Valid Value – The values which are shown in the GUI or the new disposition
status created.
vii. Parameter Name – Enable Lead Filter

Description – This will allow to filter the lead uploaded in the campaign. For
example: If the lead has a column state, in which different states are specified,
then the lead can be filtered by specifying the state name, (For e.g. Gujarat).
Default Value – No
Valid Value – Values uploaded in the lead.
viii. Parameter Name – Agent Lead Search

Description – This allows to enable and disable the lead search option for the
agent.
Default Value – DISABLED
Valid Value – DISABLED/ENABLED
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ix. Parameter Name – Agent Pause Codes Active

Description – Allows agents to select a pause code when they click on the
PAUSE button in Agent GUI. Pause codes are definable per campaign at the
bottom of the campaign view detail screen. FORCE will force the agents to
choose a PAUSE code if they click on the PAUSE button. Default is N.
Default Value – N
Valid Value – Y/N
x. Parameter Name – Agent Login without Leads

Description – If set to Y, allows agents to login to the campaign even if there are
no leads loaded into the hopper for that campaign. This function is not needed
in CLOSER-type campaigns.
Default Value – N
Valid Value – Y/N
xi. Parameter Name – Manual Dial Override

Description – If the admin has selected the ALLOW_ALL option, then the agent
is allowed to manually dial by entering the phone number in the box which will
appear in the agent GUI screen.
Default Value – NONE
Valid Value – ALLOW_ALL, DISABLE_ALL and NONE.
xii. Parameter Name – Manual Dial List ID

Description – The default list_id to be used when an agent placces a manual call
and a new lead record is created in list. This field can contain digits only.
Valid Value – Any valid integer value.
xiii. Parameter Name – Manual Call Time Check

Description – If this is Y then whenever the agent dials manually the call timke
will be checked as specified in the time zone.
Valid Value – DISABLED/ENABLED.
xiv. Parameter Name – Dial Time out

Description – If defined, calls that would normally hangup after the timeout
defined in your dialplan would instead timeout at this amount of seconds if it is
less than the dialplan timeout.This allows for quickly changing dial timeouts
from server to server and limiting the effects to a single campaign.
Default Value – 60 secs
Valid Value – Any valid integer (Time in seconds).
Page 42 of 272
xv. Parameter Name – Dial Prefix

Description – This field allows for more easily changing a path of dialing to go
out through a different method without doing a reload in Asterisk. Default is 9
based upon a 91NXXNXXXXXX in the dialplan. For no dial prefix you should put
only an X in this field.
Default Value – X
Valid Value – Any valid dial plan.
xvi. Parameter Name – Omit Phone Code

Description – This field allows you to leave out the phone_code field while
dialing within Neox dialer. For instance if you are dialing in the India from the
India you would have 91 in as your phone_code field for all leads, but you just
want to dial 10 digits in your dialplan to place calls instead of 91 then 10 digits.
Default Value – N
Valid Value – Y/N.
xvii. Parameter Name – Drop Call Seconds

Description – The number of seconds from the time the customer line is picked
up until the call is considered a DROP, only applies to outbound calls. To comply
with the regulations for business to consumer calls we recommend that you set
this to 5 seconds at most.
Default Value – 5
Valid Value – values between 2 to 15.
xviii. Parameter Name – Wrap Up Seconds

Description – The number of seconds to force an agent to wait before allowing
them to receive or dial another call. The timer begins as soon as an agent hangs
up on their customer - or in the case of alternate number dialing when the
agent finishes the lead - Default is 0 seconds. If the timer runs out before the
agent has dispositioned the call, the agent still will NOT move on to the next call
until they select a disposition. There is also a link on the Wrapup screen for the
agent to be able to override the wrapup timer and move on to the next call.
Default Value – 0
Valid Value – valid integer value in seconds.
xix. Parameter Name – Use DNC

Description – The lead whose call status is DNC (Do Not Call) , then the lead will
not be dialed if the value is set to N, and if the value is set to Y then the lead
whose status is DNC will be dialed.
Default Value – N
Valid Value – Y/N
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xx. Parameter Name – URL Configuration

Description – If this is Y then URL configuration is active and if N then inactive.
xxi. Parameter Name – SMS Configuration

Description If this is Y then SMS configuration is active and if N then inactive.
4. On click on “Submit” button a success message is displayed “Campaign Modified

Successfully”.
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3.1.4. Delete a Campaign

ACCESS PATH
STEPS
1. Campaign can be deleted with the help of “ ” button or “Delete” button from the
GUI. If you have more than one record and you want to delete all, click on the
checkbox and then click the delete button , All the records would be deleted in
single go.
Step 1
Step 2
Figure 3:5 Delete a Campaign screen
Step 1 Step
2
Figure 3:6 Delete All Campaign screen
2. When you click on delete button it will ask for confirmation message “Are you sure
you want to delete this record?” .
Page 45 of 272
3. Click on “OK” to delete the record.On successful deletion of Campaign, success

message is displayed “Campaign deleted successfully” .
Page 46 of 272
3.2. URL Popup

This section helps in understanding the integration of Customer Relationship
Management (CRM) with Neox.
3.2.1. URL Listing
ACCESS PATH
Figure 3:7 Campaign Listing for URL Popup
Page 47 of 272
3.2.2. Create a URL Popup

ACCESS PATH
STEPS
1. Click on “URL Popup” button associated with a Campaign as shown in the below
figure.
Figure 3:8 Create URL Popup config
2. Click on “Add New” to Add a URL Configuration. To put the URL configuration to
use, click on URL Enable check box.
Figure 3:9 Enable URL Configuration
3. Setting the values of the parameters as shown below in the figure :

i. Parameter Name –URL Event
Description – This field is used to Enable or Disable that particular event
created.
Default Value – Disabled
Valid Value – Enable or Disable
Page 48 of 272
Figure 3:10 Adding New URL Configuration
ii. Parameter Name – Event

Description – This field is used to configure the event on which the URL will
popup. There are 5 values
NONE :- URL popup label will be displayed on the agent screen. When the agent
clicks on that link the configured URL will open and this configuration is not
binded with any event at agent.
LOGIN :- When Agent logs in to the system, the configured URL popup will open.
CALL :- When Incoming or Outgoing CALL is allocated to agent, the configured
URL popup opens.
DISPO :- While disposing the call configured URL opens.
LOGOUT :- Just to ping any URL then it is configured with Logout event. This
Popup will never remain open.
iii. Parameter Name –Campaign Type

Description – Specify whether to open configured URL pop-up at inbound call
or outbound call. Will help in blended campaign. (Note :- Only meaningfull for
'CALL' and 'DISPO' event).
Default Value – Inbound and Outbound both checked i.e Blended.
Valid Value – Inbound and Outbound.
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iv. Parameter Name –URL

Description - Specify URL that you want to open when configured event occurs.
Eg :- http://www.google.co.in/
Default Value –blank
Valid Value – Any URL that starts with https/ http/ ftp.
v. Parameter Name –URL Display

Description – Specify alias name for the configured URL. This will help the agent
in case the agent by mistake closes the pop-up window , so that he/she can click
on this configured name to open URL pop-up window manualy.
Label name will be displayed on the agent screen. (Link will be available on left
side belove the 'ACTIVE CALLBACK LIST')
Default Value – Blank.
Valid Value – Any Valid String.
vi. Parameter Name –Method

Description – Specify method used by the URL, i.e.
1) Get 2) Post. Default method for any URL is Get. The URL popup will open with
this Method.
Default Value – Get
Valid Value – Get and post.
vii. Parameter Name –Auto Close

Description – Specify whether to close the already opened URL pop-up window
at the end of event. Auto Close will work for the CALL and DISPO Event.
Ex:- The window which is opened during CALL event will automatically close
when the call get disconnected.
DISPO - URL pop-up window will close when the agent submits the disposition
status.
Default Value – Disabled.

Valid Value – Enable and Disable.
Page 50 of 272
viii. Parameter Name –Query or URL Parameter

Description – Specify the Parameter 1) Query 2) URL
1. Query
In Query the passed parameter is a key-map value.
Ex :- http://www.google.co.in?key=value
2. URL
In URL the passed parameter is passed with slash(/) at the end.
Ex :- http://www.google.co.in/browse/NEOX-123
Default Value – Query parameter.
Valid Value – Query and URL parameter.
Query Parameter
ix. Parameter Name –Lead Parameter
Description – Specify which lead parameter does the admin wants to pass as a
query parameter in the configured URL. Admin can configure all lead fields from
attached list to this campaign.
Following are the configuratation for Lead Parameter.
Query Parameter :- Token passed to the URL. (Ex: username=abc, where
username is Query parameter)
Map Field :- Token Map value, that gets its value from the uploaded lead. Select
value from drop down of lead fields.(Ex: Phone Number, Phone Code, Country
Code etc.)
Click on Add Row for to add the Query parameter and Map Field.
Click on X(cross) button to delete that row.
If the URL has the same User Name and Password as the dialcenter Agent then
we can use User Login and User Password fields from map fields.
Default Value – blank.
Valid Value –Valid Query and Map fields.
x. Parameter Name –System Parameter
Page 51 of 272
Description – This field is required if admin wants to configure different login

credentials for the URL. Whatever configuration is configured here, will appear
on agent login screen.
System Parameter gets the dynamic value at the Agent Login time.
Query Parameter :- This parameter is the logical name of the field used in the
URL that is to be opened. Eg: os_username is the logical name of User Name
textbox in the CRM Login page.
Map Field :- NEW specifies adding the new parameter and other options are the
ones if we want to reuse the previous configured Event Parameter.
Label :- Display Name that will appear in the Agent login Screen.
Click on Add Row for to add the Query parameter and Map Field and Label.
Valid Value – String parameters used for configuration.
Page 52 of 272
Figure 3:11 Agent Login for URL parameters
URL Parameter
xi. Parameter Name – Lead / System / URL Parameter

Description – LEAD parameter for passing tha value from lead.
SYSTEM parameter for passing the value from login time at Agent Login Screen.
DYNAMIC parameter to get the value from text box as entered by the agent as
shown in the below figure.
Click on Add Row for to add new URL parameter , Map Field and Label.
Valid Value – Any valid String.
Page 53 of 272
Figure 3:12 Agent Home page showing URL configured
Page 54 of 272
3.2.3. Modify a URL Popup Configuration

ACCESS PATH
STEPS
1. Click on “URL Popup” button to Modify a configured URL as shown in the figure.
Click to
Modify
Figure 3:13 Click to Modify URL
2. Select an Event that is to be modified and click on the arrow in the “Modify” column
as shown below
Figure 3:14 URL configuration for Modification
3. Modify the values in the configuration and click on Submit button to put the
changes into effect
Page 55 of 272
Figure 3:15 Modify URL config
4. On click on “Submit” button a success message is displayed “Campaign_name

Campaign URL Configuration Modify Successfully.”.
Page 56 of 272
3.2.4. Delete a URL Popup configuration

ACCESS PATH
STEPS
1. URL configuration can be deleted with the help of “ ” button or “Delete” button
from the GUI. If you have more than one record and you want to delete all, click on
the checkbox and then click the delete button , All the records would be deleted in
single go.
Click to
Select URL Delete
Event to
delete
Figure 3:16 Delete URL Event
2. When you click on delete button it will ask for confirmation message
3. Click on “OK” to delete the record. On successful deletion of URL configuration,

success message is displayed “Campaign_name Campaign URL Configuration
Deleted Successfully.” .
Page 57 of 272
3.3. SMS Configuration

Neox Dial center needs to be integrated with third party SMS solution. Recipients can
be customer number(from cdr, only one per cdr), external numbers (configuration at
sms page - multiple) or BOTH. BOTH is useful when we want to send sms to both
customer and operator. This section helps in understanding the integration of SMS API
for selected Campaign / DID.
3.3.1. SMS Configuration Listing
ACCESS PATH
Figure 3:17 Campaign Listing for SMS API configuration
Page 58 of 272
3.3.2. Create a SMS Configuration

ACCESS PATH
STEPS
1. Click on “SMS API” button associated with a Campaign as shown in the below figure.
Figure 3:18 Create SMS API
2. To put the SMS configuration to use, click on SMS Enable check box.
Figure 3:19 Enable SMS Configuration
3. Setting the values of the parameters as shown below in the figure :

i. Parameter Name –Enable SMS API
Description – This field is used to Enable or Disable that particular SMS
configuration created.
Valid Value – Enable or Disable
Page 59 of 272
Figure 3:20 Add SMS API
ii. Parameter Name – SMS API URL

Description – Specify URL API from where you want to send the sms.
Ex :- http://vas.ibnnms.com/member/sms/api/sendTransactionalHigh.php
Valid Value – Any valid SMS API.
iii. Parameter Name – SMS Static key/value pair

Description – SMS API static key/value pair to add some static key/value
like username or password of API User.
Add one key/value per line.
Ex : key=value
login=ibnnms
pword=tuqrew
Page 60 of 272

Valid Value – Any Key = value pair.
iv. Parameter Name – SMS API key for receiver

Description – To send the message to any number, this field has the value
that is the key for receiver.
Ex: receptionID or mob_num
Default Value –blank
Valid Value – Any valid Key value
v. Parameter Name – SMS API key for Message

Description – To send the message to any number, this field has the value
that is the key for message.
Valid Value – Any Valid key value.
vi. Parameter Name – SMS API Message max length

Description – Specifies maximum length of message in characters (Different
SMS Gateway support different message length).
Valid Value – Any positive integer.
vii. Parameter Name – Configure Message for Status

Description – We can configure different message depending on the disposition
status selected by the agent. The fields are explained as below.
Status : List of the disposition status from system status and campaign.
(Campaign status used only for the SMS API configuration for campaign).
Receiver Type : Select the message receive type.There are three possible value.
CUSTOMERT NUMBER : Send the message to the customer number which is
into the CDR.
ANOTHER EXTENSION : If want to send the message to any Admin or other
number then add the extension and message. You will send message to more
than one number.
Add Extension & Message
Page 61 of 272
Extension : Mobile Number to which the Message is to be sent.
Ex: 9988899889
Message : It is visible when SMS API is for Single selected. Message Text.
Ex: Hello.. How are you ?
BOTH : Send the message to customer or any other number. Here you
configure both CUSTOMER NUMBER and ANOTHER EXTENSIONS value.`
User “Add Row” to add a Row and Croxx (X) to delete a row.
Valid Value – Status, Receiver Type and Message.
Page 62 of 272
3.3.3. Modify a SMS Configuration

ACCESS PATH
STEPS
1. Click on “SMS API” button to Modify a configured SMS API as shown in the figure.
Click to
Modify
Figure 3:21 Click to Modify SMS config
2. Modify the values in the configuration and click on Submit button to put the
changes into effect
Figure 3:22 Modify SMS Config
Page 63 of 272
3. On click on “Submit” button a success message is displayed “Campaign_name

Campaign SMS Configuration Modify Successfully.”.
Page 64 of 272
3.3.4. Delete a SMS configuration

ACCESS PATH
STEPS
1. SMS API configuration can be deleted / made ineffective, by Disabling the SMS API
as shown below.
Figure 3:23 Disabling SMS config
Page 65 of 272
3.4. Pause Code

3.4.1. Pause Code Listing
If the Agent Pause Codes Active field is set to active, then the agents will be able to
select from these pause codes when they click on the PAUSE button on their screens.
This data is then stored in the Neox Dial Center agent log. The Pause code must contain
only letters and numbers and be less than 7 characters long. The pause code name can
be no longer than 30 characters. You can see statistics on Agent pause code time in the
Agent Performance Detail report.
ACCESS PATH
Campaign Management -> Pause Codes
STEPS
1. Click on “Modify” button from the list of Created Pause Code as shown in the below
figure.
Figure 3:24 Modify a pause Code
2. List of all Pause Codes with a column to create a new Pause Code screen is displayed
as shown in figure.
3. To create a New Pause Code to the Campaign you need to configure Pause code and
Pause Code Name and click on “ADD” button , New Pause Code would be added to
that Campaign
Page 66 of 272
Figure 3:25 Create a new Pause Code
4. You can view the available list of Pause Codes attached with Specific Campaign by
clicking on the “View+” from the List of Agent Pause Codes as shown in figure.
Figure 3:26 View Pause Code from the List
Page 67 of 272
3.4.2. Pause Code Deletion

1. Click on “Modify” button from the list of Created Pause Code as shown in the below
figure.
Figure 3:27 Modify a pause Code
2. List of all Pause Codes with a column to create a new Pause Code screen is displayed
as shown in figure.
Figure 3:28 Delete a Pause Code
3. Click on Delete button and it will ask for a message as “Are you sure you want to
delete this record?”
4. On confirmation the Pause code is successfully deleted.
Page 68 of 272
4. List Management
List Management Module is nothing but Customer Contact Information / Uploading of a

Lead in Neox Dial Center. It allows the Admin to create Customized List for contact
Information. It also allows Admin to create DNC List.
Modules Covered
1. List Management
a. List Listing
b. Add a New List
c. Modify A List
d. Delete A List
e. Load A New Lead
f. List Custom fields
g. Copy custom fields
h. Add- Delete DNC Number
Page 69 of 272
4.1. List Listing

List all the Lists Created
ACCESS PATH
List Management -> List Listing
You can also search for a List based on List ID , List name , Campaign, Lead Count or all.
Figure 4:1 List Listing
1. To update a particular Lead, Click on Lead Info of a particular List as shown below:
Click to
Update
Page 70 of 272
Figure 4:2 View / Update a Lead
2. Click on Modify button of a particular lead
Click to
modify
Figure 4:3 Modify a particular Lead Record
3. Set the value of parameters according to the lead as shown below
Click to Update
Figure 4:4 Updating a Lead
Page 71 of 272
Also the admin can change the settings of Maximum Call Back hops only for a particular
lead/ number from here. The parameters are explained below:
Maximum Callback Hops

i. Parameter Name – Per Day Configuration
Description – This is where you can set how many scheduled callbacks can an agent
set for one day on a particular number / lead.
Maximum Callback Hops for Success Calls - Number of scheduled callbacks that an
agent can set per lead for Successful Calls
ii. Parameter Name – Global Configuration

Description – This is where you can set how many scheduled callbacks can an agent
set globally on a particular number / lead. Globally can be defined either as 1 week, 1
month , 1 year until the count doesn’t decrease to reach 0.
Maximum Callback Hops for Fail Calls – Number of scheduled callbacks that an agent
can set per lead for Failed Calls
Maximum Callback Hops for Success Calls - Number of scheduled callbacks that an
agent can set per lead for Successful Calls
Page 72 of 272
4.2. Add A New List

ACCESS PATH
List Management -> Add A New List
STEPS
1. Click on “Add New List” from horizontal menu or click on “Create” button or go to “List
Management -> Add A New List” from left side vertical navigation panel to Add a New List as
displayed below :
Figure 4:5 Add New List Screen

viii. Parameter Name – List ID
Description – This is the numerical name of the list, it is not editable after initial
submission, must contain only numbers and must be between 2 and 8
characters in length. Must be a number greater than 100.
ix. Parameter Name – List Name
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Description – This is the description of the list, it must be between 2 and 20

x. Parameter Name – Active

Description – This defines whether the list is to be dialed on or not.
Valid Value – Y or N
xi. Parameter Name – Campaign

Description – This is the campaign that this list belongs to. A list can only be
dialed on a single campaign at one time.
xii. Parameter Name – Lead Expire after number of days

Description – This defines the number of days for which the lead should remain
active, after which it will expire.
Default Value – 0 which means no lead expire.
Valid Value – Any 3 digit number indicating the number of days after which the
lead will expire.
3. On click of “Submit” button a success message is displayed saying “List Added

Successfully.”
Page 74 of 272
4.3. Modify a List

ACCESS PATH
STEPS
1. Click on “Modify” button to Modify a List created as shown in figure :
Click to
Modify
Figure 4:6 Modify the List screen
Page 75 of 272
Click to
Update
Figure 4:7 Update List
i. Parameter Name – Reset Lead-Called-Status for this list

Description – This resets all leads in this list to N for "not called since last
reset" and means that any lead can now be called if it is the right status as
defined in the campaign screen. After you call through a list once, you need to
reset the list before those leads can be called again.
Default Value – N
ii. Parameter Name – Reset Times

Description – This field allows you to put times in, separated by a dash-, that
this list will be automatically reset by the system. The times must be in 24 hour
format with no punctuation.
For example: 0800-1700 would reset the list at 8AM and 5PM every day.
Default is empty.
Valid Values – Time in 24 hour format.
iii. Parameter Name – List Change Date

Description – This is the last time that the settings for this list were modified.
Page 76 of 272
iv. Parameter Name – List Last Call Date

Description – This is the last time that a lead was dialed from this list.
3. On click of “Submit” button a success message is displayed “List Modified Successfully”.
Page 77 of 272
4.4. Delete a List

ACCESS PATH
STEPS
1. List can be deleted with the help of “ ” button or “Delete” button from the GUI. If you
have more than one record and you want to delete all, click on the checkbox and then
click the delete button , All the records would be deleted in single go.
Select User
Group to delete Click to
Delete
Figure 4:8 Delete a List
Step 1
Step 2
Figure 4:9 Delete all List
Page 78 of 272
3. Click on “OK” to delete the record.On successful deletion of the List , success message is
displayed “List deleted successfully” .
4. You can also delete the contents of a list by clicking on “Truncate”. This is used when u
want to upload new Lead to the same List.
Page 79 of 272
4.5. Load a New Lead

ACCESS PATH
List Management -> Load New Leads
STEPS
1. Click on “Load A New Lead” from horizontal menu or click on “Create” button or go to
“List Management -> Load New Leads” from left side vertical navigation panel to Load a
New Leads as displayed below :
Figure 4:10 Load a new lead screen

i. Parameter Name – Load leads from this file
Description – Browse a Lead file to load the leads
ii. Parameter Name – List ID Override

Description – List ID in which the leads are to be loaded.
Valid Value – Any valid List ID
iii. Parameter Name – Phone Code Override

Description – Phone code to be appended in the List.
Page 80 of 272
iv. Parameter Name – File layout to use

Description – If you are using the standard field order, then you should select
the “Standard Format” file layout option. If you need to map the fields before
importing the leads then you should select the “Custom Layout” option.
v. Parameter Name – Lead Duplicate Check

Description – There is a check box which should be checked if we want to
enable Lead duplicated check with custom fields.
If we check the checkbox, there will be 2 options for checking of duplication:
 Including Phone Number – Checks for duplicate entry including the phone
number of the Custom layout.
 Excluding Phone Number –– Checks for duplicate entry excluding the phone
number of the Custom layout.
Valid Value – INCLUDING PHONE NUMBER OR EXCLUDING PHONE NUMBER.
vi. Parameter Name – Lead Time Zone Lookup

Description – If you are loading leads for the USA and you have zip codes in
your lead file, you have the option of selecting the “POSTAL CODE FIRST” option
in the Lead Timezone Lookup menu. Using this option will give you more
accurate time zone coding of your lead file than just using area code and
country code to determine timezone otherwise.
Valid Value – COUNTRY CODE AND AREA CODE ONLY and PHONE CODE FIRST.
3. Click on “Submit” button to load New Leads.
4. If we choose “Custom Layout”, we will need to select the CSV entries according to the
Custom Fields provided for that list as shown below. If we do not have an entry in the
CSV file for a custom field, we can choose NONE from the drop down. After Clicking on
“OK to Process”, we get a list that shows no of good and no of bad records.
For Custom Fields, refer section Custom Fields
Page 81 of 272
Step 1
After
Processing
Figure 4:11 Custom Layout selection screen
Page 82 of 272
4.6. List Custom Fields

ACCESS PATH
List Management -> List Custom Fields
STEPS
1. Click on “List Custom Fields” from horizontal menu or go to “List Management -> List
Custom Fields” from left side vertical navigation panel to show the List Listing With
Custom Field Count as displayed below
2. You can also search for a List with Custom Field Count based on List ID , List name ,
Campaign , Custom Field Count or all.
Custom
Field Count
Figure 4:12 List Custom Field
3. By Default a list has 3 Custom Fields named Phone Number, Phone Code and Country
Code. You can also create custom list fields and can design the form by Double clicking
on the “Add” as shown below:
Page 83 of 272
Add new
Custom Field
Default
Custom
Fields
Figure 4:13 Create a custom list field
4. When you Click on Add button , a form would be displayed. Enter the Parameters like
Field Label , Field Name , Field Description , Field Type, Field Size, Options such as Use as
Search Filter, Use in CDR, editable, Agent view, etc and Click on “Submit” button.
5. A success message is displayed saying “List Custom Field Added Successfully”
Page 84 of 272
Figure 4:14 Custom Add Field
6. Field Name with “First Name” would be created as shown in figure. You can Drag and
change the position of the fields with the help of mouse pointer.
Page 85 of 272
Figure 4:15 Create a Field Name
7. You can also add a new tab with new fields and the agent can swap between the 2 tabs for
ease and fill the details as shown below.
Click to Add
new Tab
Figure 4:16 Add a new Tab
8. Add the name for the new Tab and Click on Submit. A message is displayed that “Tab Added
Successfully.”
Click on
Submit
Page 86 of 272
Figure 4:17 Create New Tab
9. We can add Custom Fields in the Tab by clicking on “Add a new Custom Field” and adding
the required Field as shown below.
New Tab is
created
Add new Custom
Fields to the Tab
Figure 4:18 Adding Custom Fields to the tab.
Page 87 of 272
4.7. Copy Custom Fields

ACCESS PATH
List Management -> Copy Custom Fields
STEPS
1. Click on “Copy Custom Fields” from horizontal menu or go to “List Management -> Copy
Custom Fields” from left side vertical navigation panel to copy Custom Fields from
one List ID to another.
Figure 4:19 Copy Custom Field
2. We also add a new Tab in the List where fields are to be copied from a particular list. So we
mention the Tab Name and on Submit, the Tab is created and the fields are copied to it.
Page 88 of 272
4.8. Add-Delete DNC Number

ACCESS PATH
List Management -> Add-Delete DNC Number
STEPS
1. This Do Not Call list contains every lead that has been set to a status of DNC in the
system. Through the LISTS - ADD NUMBER TO DNC page you are able to manually add
numbers to this list so that they will not be called by campaigns that use the internal
DNC list. There is also the option to add leads to the campaign-specific DNC lists for
those campaigns that have them. If you have the active DNC option set to AREACODE
then you can also use area code wildcard entries like this 201XXXXXXX to block all calls
to the 201 areacode when enabled.
2. Click on “Add-Delete DNC Number” from horizontal menu or go to “List Management ->
Add-Delete DNC Number” from left side vertical navigation panel to Add or Delete DNC
Number as displayed below:
ADD:
Number to be
added to DNC
List
Select the Operation

and click Submit
Page 89 of 272
Figure 4:20 Adding a New DNC
DELETE:
Number to be
deleted from DNC
List
Select the Operation

and click Submit
Figure 4:21 Delete a Number from DNC list
Page 90 of 272
5. Script Management
Script Management allows you to Create a Script which would be displayed on Agent Screen
which helps the Agents to Read and greet the customer to provides uniformility in an
Organisation.
Modules Covered:
1. Script Management
a. Script Listing
b. Create a new Script
c. Modify a script
d. Delete a script
Page 91 of 272
5.1. Scripts Listing

Lists all the created scripts.
ACCESS PATH
Script Management -> Script Listing
You can also search for a Script based on Script ID , Script name or both.
Figure 5:1 Script Listing
Page 92 of 272
5.2. Create a New Script

ACCESS PATH
Script Management -> Add a New Script
STEPS
1. Click on “Add a New Script” from horizontal menu or click on “Create” button or go to
“Script Management -> Add a New Script ” from left side vertical navigation panel to
Add a New Script as displayed in figure.
Page 93 of 272
Figure 5:2 Create a new Script

i. Parameter Name – Script ID
Description – This is the short name of a Script. This needs to be a unique
identifier. Try not to use any spaces or punctuation for this field.
Valid Values – Any valid string , max 10 characters, minimum of 2 characters.
ii. Parameter Name – Script Name

Description – This is the title of a Script. This is a short summary of the script.
max 50 characters, minimum of 2 characters. There should be no spaces or
punctuation of any kind in this field.
Valid Values – Any valid string
iii. Parameter Name – Active

Description – This determines whether this script can be selected to be used by
a campaign.
iv. Parameter Name – Script Text

Description – This is where you place the content of a Script which would be
visible on the Agent screen. Minimum of 2 characters. You can have customer
information be auto-populated in this script using "--A--field--B--" where field is
one of the following fieldnames:
vendor_lead_code, source_id, list_id, gmt_offset_now, called_since_last_reset,
phone_code, phone_number, title, first_name, middle_initial, last_name,
address1, address2, address3, city, state, province, postal_code, country_code,
gender, date_of_birth, alt_phone, email, security_phrase, comments, lead_id,
campaign, phone_login, group, channel_group, SQLdate, epoch, uniqueid,
customer_zap_channel, server_ip, SIPexten, session_id, dialed_number,
dialed_label, rank, owner, camp_script, in_script, script_width, script_height,
recording_filename, recording_id, user_custom_one, user_custom_two,
user_custom_three, user_custom_four, user_custom_five, preset_number_a,
preset_number_b, preset_number_c, preset_number_d, preset_number_e,
preset_number_f, preset_dtmf_a, preset_dtmf_b, did_id, did_extension,
did_pattern, did_description, closecallid, xfercallid, agent_log_id, entry_list_id.
Page 94 of 272
For example: This sentence would print the persons name in it----
Hello, can I speak with --A--first_name--B-- --A--last_name--B-- please? Well

hello --A--title--B-- --A--last_name--B-- how are you today?
This would read as :

Hello, can I speak with John Doe please? Well hello Mr. Doe how are you today?
3. Click on “Submit “ button to create New Script .On successful creation , success message
is displayed “Script created successfully” .
Page 95 of 272
5.3. Modify a Script

ACCESS PATH
STEPS
1. Click on “Modify” button to Modify a Script record as shown in figure.
Click to
Modify
Figure 5:3 Click on Edit Button to modify a Script
2. Modify the value as required and click on submit button to save the changes and get the
changes into effect.
Page 96 of 272
Figure 5:4 Modify a Script Screen
3. On click on “Submit” button a success message is displayed “Script Modified Successfully”.
Page 97 of 272
5.4. Delete a Script

ACCESS PATH
STEPS
1. Script can be deleted with the help of “ ” button or “Delete” button from the GUI. If
then click the delete button , All the records would be deleted in single go.
Click to
Delete
Step 1
Figure 5:5 Click to delete a Script
Click to
Delete
Step 1
2. When you click on delete button it will ask for confirmation message as shown in the
figure.
3. Click on “OK” to delete the record.On successful deletion of Script , success message is
displayed “Script deleted successfully” .
Page 98 of 272
6. Call Time Management
Call Time definitions are the limits that you place on the days and times that you call customers,
or in the case of In-Groups, the days and times that you will receive calls from customers. These
are currently definable by day of the week down to hours and minutes. There is also a method
for creating special rules to override these call time definitions by state (province). It also allows
Admin to configure FTC (Federal Trade Commission - a department of the USA federal
government) Rules and Regulations. For more Information on FTC Rules and Regulations (Refer:
Annexure a ).
Modules Covered :
1. Call Time
a. Show Call Times
b. Create Call Time
c. Modify Call Time
d. Delete Call Time
2. State Call Time
a. Show State Call Times
b. Create State Call Time
c. Modify State Call Time
d. Delete State Call Time
Page 99 of 272
6.1. Call Time

6.1.1. Show Call Times
List all the Call Times Created
ACCESS PATH
Call Time Management -> Call Times Listing
You can also search for a Call Time based on Call Time ID , Call Time name , Default Start,
Default Stop or all.
Figure 6:1 Call Time Listing
Page 100 of 272

6.1.2. Create a New Call Time

ACCESS PATH
Call Time Management -> Add a New Call Time
STEPS
1. Click on “Add a New Call Time” from horizontal menu or click on “Create” button or go
to “Call Time Management -> Add a New Call Time ” from left side vertical navigation
panel to Add a New Call Time.

i. Parameter Name – Call Time ID
Description – This is the short name of a Neox Dial Center Call Time Definition. This
needs to be a unique identifier. Do not use any spaces or punctuation for this field.
Max 10 characters, minimum of 2 characters are allowed.
ii. Parameter Name – Call Time Name

Description – This is a more descriptive name of the Call Time Definition. This is a
short summary of the Call Time definition. Max 30 characters, minimum of 2
characters are allowed.
iii. Parameter Name – Default Start and Stop Times

Description – This is the default time that calling will be allowed to be started or
stopped within this call time definition if the day-of-the-week start time is not
defined. 0 is midnight. To prevent calling completely set this field to 2400 and set
the Default Stop time to 2400. To allow calling 24 hours a day set the start time to 0
and the stop time to 2400. For inbound only, you can also set the stop call time
higher than 2400 if you want the call time to go beyond midnight. So if you want
your call time to run from 6 am until 2 am the next day, you would put 0600 as the
start time and 2600 as the stop time.
Default Value – blank
iv. Parameter Name – Weekday Start and Stop Times

Description – These are the custom times per day that can be set for the call time
definition. Same rules apply as with the Default start and stop times.
Page 101 of 272

Figure 6:2 Add a New Call Time
3. Click on “Submit “ button to create New Call Time . On successful creation, a success
message is displayed “Call Time Added successfully” .
Page 102 of 272

6.1.3. Modify a Call Time

ACCESS PATH
Call Time Management -> Call Time Listing
STEPS
1. Click on “Modify” button to Modify a Call Time record as shown in figure.
Click to
Figure 6:3 Click Edit button to modify Call Time
modify
2. Add value in the parameter as shown below:

 Parameter Name – Add state call time rule (Refer:State Call Time)
Description – This is the list of State specific call time definitions that are
followed in this Call Time Definition.
Valid Values – List of all state call time is displayed
3. Modify the other values as required and click on submit button to save the changes and
get the changes into effect.
Page 103 of 272

Figure 6:4 Modify Screen of Call Time

Click to
update
4. On click of “Submit” button a success message is displayed “Call Time Modified

Successfully”.
Page 104 of 272

6.1.4. Delete a Call Time

ACCESS PATH
Call Time Management -> Call Time Listing
STEPS
1. Call Time can be deleted with the help of “ ” button or “Delete” button from the GUI.
If you have more than one record and you want to delete all, click on the checkbox next
to column name and then click the delete button , All the records would be deleted in
single go.
Step 1
Step 2
Figure 6:5 Delete Call Time
Step 2
Step 1
Figure 6:6 Delete All Call Time
Page 105 of 272

3. Click on “OK” to delete the record.On successful deletion of Call Time , a success
message is displayed “Call Time deleted successfully” .
Page 106 of 272

6.2. State Call Time

This is the list of State specific call time definitions that are followed in this Call Time
Definition. State Call Time Definitions, if selected in a call time definition, will override any
call time settings for the state that is set in the state call time definition. To add an existing
state call time definition to a call-time record, simply select the state record you want to add
and click submit. It will then appear in the listing of state call time records being followed for
this call time definition.
This is the two letter code for the state, that this calling time definition is for. For
this to be in effect the local call time that is set in the campaign must have this state call
time record in it as well as all of the leads having two letter state codes in them.
Page 107 of 272

6.2.1. Show State Call Times

List all the State Call Times Created
ACCESS PATH
Call Time Management -> Show State Call Times
You can also search for a State Call Time based on State Call Time ID , Call Time state, State
Call Time Name, Default Start, Default Stop or all.
Figure 6:7 List State Call Time
Page 108 of 272

6.2.2. Create a New State Call Time

ACCESS PATH
Call Time Management -> Add a New State Call Time
STEPS
1. Click on “Add a New State Call Time” from horizontal menu or click on “Create” button
or go to “Call Time Management -> Add a New State Call Time ” from left side vertical
navigation panel to Add a New State Call Time.
Figure 6:8 Add a new State Call Time Screen

Click to
create
Page 109 of 272

i. Parameter Name – State Call Time ID

Description – This is the short name of a State Call Time Definition. This
needs to be a unique identifier. Do not use any spaces or punctuation for
this field. Max 10 characters, minimum of 2 characters.
ii. Parameter Name – State Call Time State

Description – This is the two letter code for the state that this calling time
definition is for. For this to be in effect the local call time that is set in the
campaign must have this state call time record in it as well as all of the leads
having two letter state codes in them.
iii. Parameter Name – State Call Time Name

Description – This is a more descriptive name of the State Call Time
Definition. This is a short summary of the Call Time definition. Max 30
characters, minimum of 2 characters are allowed.
iv. Parameter Name – Default Start and Stop Times

Description – This is the default time that calling will be allowed to be
started or stopped within this State call time definition if the day-of-the-
week start time is not defined. 0 is midnight. To prevent calling completely
set this field to 2400 and set the Default Stop time to 2400. To allow calling
24 hours a day set the start time to 0 and the stop time to 2400. For
inbound only, you can also set the stop call time higher than 2400 if you
want the state call time to go beyond midnight. So if you want your call time
to run from 6 am until 2 am the next day, you would put 0600 as the start
time and 2600 as the stop time.
v. Parameter Name – Weekday Start and Stop Times

Description – These are the custom times per day that can be set for the
state call time definition. same rules apply as with the Default start and stop
times.
3. Click on “Submit “ button to create New State Call Time .On successful creation , success
message is displayed “State Call Time created successfully” .
Page 110 of 272

6.2.3. Modify a State Call Time

ACCESS PATH
Call Time Management -> State Call Time Listing
STEPS
1. Click on “Modify” button to Modify a State Call Time record as shown in figure.
Click to
Figure 6:9 Click on Modify button to modify the State Call Time record
modify
Page 111 of 272

Click to
update
Figure 6:10 Modify State Call Time screen
3. On click on “Submit” button a success message is displayed “State Call Time Modified
Successfully”.
Page 112 of 272

6.2.4. Delete a State Call Time

ACCESS PATH
Call Time Management -> State Call Time Listing
STEPS
1. State Call Time can be deleted with the help of “ ” button or “Delete” button from the
Step 2
Step 1
Figure 6:11 Delete State Call Time Screen
Step 2
Step 1
Figure 6:12 Delete All State Call Time Screen
want to delete this record?”.
Page 113 of 272

3. Click on “OK” to delete the record.On successful deletion of Call Time , success message
is displayed “State call time Deleted Successfully.”
Page 114 of 272

7. Shift Management
Shifts are used in some reports within Neox Dial Center and are also used to restrict User
Groups to be able to log in to the Neox Dial Center Agent interface.
Modules covered:
1. Shift Management
a. Shift Listing
b. Create a New Shift
c. Modify a New Shift
d. Delete a New Shift
Page 115 of 272

7.1. Shift Listing

Lists all the created shifts.
ACCESS PATH
Shift Management -> Shift Listing
You can also search for a State Call Time based on Shift ID , Shift Name, Shift Start, Shift
Length, Weekdays or all.
Figure 7:1 Shift Listing Screen
Page 116 of 272

7.2. Create a New Shift

ACCESS PATH
Shift Management -> Add a New Shift
STEPS
1. Click on “Add a New Shift” from horizontal menu or click on “Create” button or go to
“Shift Management -> Add a New Shift” from left side vertical navigation panel to Add
a New Shift as displayed below :
Figure 7:2 Add a New Shift screen

i. Parameter Name – Shift ID
Description – This is the short name of a Shift Definition. This needs to be
a unique identifier. Do not use any spaces or punctuation for this field. max
20 characters, minimum of 2 characters.
Page 117 of 272

ii. Parameter Name – Shift Name

Description – This is a more descriptive name of the Shift Definition. This is
a short summary of the Shift definition. max 50 characters, minimum of 2
characters.
iii. Parameter Name – Shift Start Time/ Shift End Time

Description – This is the time that the campaign shift begins and ends.
Must only be numbers, 9:30 AM would be 0930 and 5:00 PM would be
1700.
iv. Parameter Name – Shift Weekdays

Description – In this section you should choose the days of the week that
this shift is active.
3. Click on “Submit “ button to create New Shift .On successful creation , success
message is displayed “Shift created successfully” .
Page 118 of 272

7.3. Modify a Shift

ACCESS PATH
Shift Management -> Shifts Listing
STEPS
1. Click on “Modify” button to Modify a Shift record as shown in figure.
Click to
Modify
Figure 7:3 Click to Modify Shift Screen
Page 119 of 272

Figure 7:4 Modify Shift Screen
3. On click on “Submit” button a success message is displayed “Shift Modified Successfully”.
Page 120 of 272

7.4. Delete a Shift

ACCESS PATH
Shift Management -> Shifts Listing
STEPS
2. Shift can be deleted with the help of “ ” button or “Delete” button from the GUI. If
Click to
Select Delete
shift to
delete
Figure 7:5 Delete Shift Screen
Step 2
Step 1
Figure 7:6 Delete All Shift Screen
3. When you click on delete button it will ask for confirmation message as shown in the
figure.
Page 121 of 272

4. Click on “OK” to delete the record.On successful deletion of Shift, success message is
displayed “Shift deleted successfully” .
8. Call Menu Management
Inbound Call Menu Functions gives you the ability to create treed IVR (Interactive Voice
Response) Menus, for instance : “Press 1 for Sales or Press 2 for Support” .
Modules Covered :
a. Call Menu Listing
b. Create a new Call Menu
c. Modify a Call Menu
d. Delete a Call Menu
Page 122 of 272

8.1. Call Menu Listing

List all the Call Menu’s Created
ACCESS PATH
Call Menu Management -> Show Call Menu
You can also search for a Call Menu based on Menu ID, Name , Prompt, Timeout, Option or
all.
Figure 8:1 Call Menu Listing
Page 123 of 272

8.2. Create A Call Menu

ACCESS PATH
Call Menu Management -> Call Menu Listing
Or
Inbound Management -> Show Call Menu
STEPS
1. Click on “Add a New Call Menu” from horizontal menu or click on “Create” button or go
to “Inbound Management -> In-group Management and select “Add a New Call Menu”
from the horizonatal menu to Add a new Call Menu as displayed below :
Figure 8:2 Add a New Call Menu

i. Parameter Name – Menu ID
Description – This is the ID for this step of the call menu. This will also show up
as the context that is used in the dialplan for this call menu.
Page 124 of 272


Valid Values – Any valid string , no spaces and special characters
ii. Parameter Name – Menu Name

Description – This field is the descriptive name for the call menu.
Valid Values – Any valid string
iii. Parameter Name – Menu Prompt

Description – This field contains the file name of the audio prompt to play at
the beginning of this menu. You can enter multiple prompts in this field and the
other prompt fields by separating them with a pipe character.
Valid Values – Upload file with .wav or .mp3 extension
iv. Parameter Name – Menu Repeat

Description – This field is where you define the number of times that the menu
will play after the first time if no valid choice is made by the caller.
Default Value – Default is 1 to repeat the menu once.
Valid Values – Any valid integer value
v. Parameter Name – Menu Timeout

Description – This field is where you set the timeout in seconds that the menu
will wait for the caller to enter in a DTMF choice. Setting this field to zero 0 will
mean that there will be no wait time after the prompt is played.
Valid Values – Any valid integer value
vi. Parameter Name – Menu Timeout Prompt

Description – This field contains the file name of the audio prompt to be played
when the timeout has been reached.
Default Value – Default is NONE to play no audio at timeout.
vii. Parameter Name – Menu Invalid Prompt

Description – This field contains the file name of the audio prompt to play when
the caller has selected an invalid option.
Default Value – Default is NONE to play no audio at invalid.
Page 125 of 272

viii. Parameter Name – Digit

Description – This field is where you define the menu option, possible choices
are: 0,1,2,3,4,5,6,7,8,9,*,#,Timeout. To delete an Option, just set the Route
Option to blank and the option will be deleted when you click the SUBMIT
button.
ix. Parameter Name – Route Option & Route Value

Description – This menu contains the options for where to send the call if this
option is selected:
 CALLMENU - The Route Value should be the Menu ID of the Call Menu
that you want to send the call to. In Route Value the Created list of Call
Menus would be displayed.
 INGROUP - The In-Group that you want the call to be sent needs to be
selected to Route a call to an Inbound Group. In Route Value the
Created list of Ingroups would be displayed.
 EXTENSION –The Route Value needs to be the dialplan extension you
want to send the call to, and the Route Value Context is the context that
extension is located in, if left blank the context will default to default.
 ENTERPRISEEXTENSION – Call will Route to the extension mentioned in
the Route Value and then call detail would be deleted.
 CONTINUE – The Process would Continue.
 HANGUP – The Route Value can be the name of an audio file to play
before hanging up the call.
 VOICEMAIL – Route the Call to a Voicemail.The Route Value needs the
voicemail box number, where the unavailable message will be played.
 ASKFOREXTENSION – IVR message would be played and will Ask for
Extension to Route the Call to.
 WAITFOROPERATOR – Call will Route to the Operator.
3. Click on “Submit “ button to create Call Menu.On successful creation , a success

message is displayed “Call Menu created successfully” .
Page 126 of 272

8.3. Modify Call Menu

ACCESS PATH
Inbound Management -> Call Menu Management
STEPS
1. Click on “Modify” button to Modify a Call Menu record as shown in figure.
Figure 8:3 Click on Modify button to modify the Call Menu

Click to
Edit
Page 127 of 272

Click to
Figure 8:4 Modify screen for Call Menu Update
3. On click on “Submit” button a success message is displayed “Call Menu Modified

Successfully” and Neox will reload to get the changes into effect.
Page 128 of 272

8.4. Delete Call Menu

ACCESS PATH
Call Menu Management -> Call Menu Listing
STEPS
1. Call Menu can be deleted with the help of “ ” button or “Delete” button from the GUI.
If you have more than one record and you want to delete all, click on the checkbox and
Step 2
Step 1
Figure 8:5 Delete Call Menu Screen
Page 129 of 272

Step 2
Step 1
Figure 8:6 Delete all Call Menus
3. Click on “OK” to delete the record.On successful deletion of Call Menu , success
message is displayed “Call Menu deleted successfully” .
Page 130 of 272

9. Inbound Management
This Module Facilitates the creation of various inbound groups / queues for inbound voice
processes. It is a logical entity in which , User can login and make themselves available to
receive inbound calls pertaining to that in-groups.
Modules Covered :
1. Inbound Management
a. In-Group Listing
b. Create a new In-Group
c. Modify a Inbound Group
d. Delete a Inbound Group
2. DID Management
a. DID Listing
b. Create a New DID
c. Modify a DID Record
d. Delete a DID Record
Page 131 of 272

9.1. Inbound Management

9.1.1. Show In-Group
List all the In-Groups Created
ACCESS PATH
Inbound Management -> In-Group Management -> In-Group Listing
You can also search for an In-Group based on In-Group, Name , Time or all.
Figure 9:1 In-Group Listing
Page 132 of 272

9.1.2. Create a new Inbound Group

ACCESS PATH
Inbound Management -> In-group Management
STEPS
1. Click on “Add A New In-Group” from horizontal menu or click on “Create” button or go
to “Inbound Management -> In-group Management-> Add A New In-Group” from left
side vertical navigation panel to Add a new Inbound Group.
2. Setting the values of the parameter as required :
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Figure 9:2 Add a new Inbound Group
i. Parameter Name – Group ID

Description – This is the short name of the inbound group, it is not editable
after initial submission.
Valid Values – Must not contain any spaces and must be between 2 and 20
ii. Parameter Name – Group Name

Description – Group Name is the description of the group.
Valid Values – Must be between 2 and 30 characters in length. Cannot
include dashes, plusses or spaces .
iii. Parameter Name – Group Color

Description – This is the color that displays in the Neox Dial Center client
app when a call comes in on this group.
Default Values - FF0000
Valid Values – It must be between 2 and 7 characters long. If this is a hex
color definition you must remember to put a # at the beginning of the
string.
iv. Parameter Name – Active

Description – This determines whether this group show up in the selection
box when a Neox Dial Center agent logs in.
Default Value – Y
v. Parameter Name – Next Agent Call

Description – This determines which agent receives the next call that is
available.
Default Value – Random
Valid Values –
 Random - orders by the random agent value in the database.
 Round Robin – orders by the last time an agent was sent a call. Results
in agents receiving about the same number of calls overall.
 Number of Calls – orders by the number of calls received by an agent for
that specific inbound group. Least calls first.
 Most Idle – orders by the amount of time agent has been actively
waiting for a call.
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 Inbound Group Rank – orders by the rank given to the agent for the
specific inbound group. Highest to Lowest.
vi. Parameter Name – Script
Description – This menu allows you to choose the script that will appear on
the agents screen for this campaign while dialing a call. Select NONE to
show no script for this campaign.
Valid Values – Dropdown list of all the created Scripts from Script
Management module. (Refer Script Management )
vii. Parameter Name – Play Welcome Message

Description – These setting is selected when we want to play the defined
welcome message, ALWAYS will play it every time, NEVER will never play it,
IF_WAIT_ONLY will only play the welcome message if the call does not
immediately go to an agent.
Default Value – ALWAYS
Valid Values – ALWAYS , NEVER , IF_WAIT_ONLY
viii. Parameter Name – Welcome Message Filename

Description – The audio file located on the server to be played when the call
comes in. If set to ---NONE--- then no message will be played. Default is ---
NONE---. This field as with the other audio fields in In-Groups, with the
exception of the Agent Alert Filename, can have multiple audio files played
if you put a pipe-separated list of audio files into the field.
ix. Parameter Name – MOH Message Filename

Description – The audio file located on the server to be played at a regular
interval when the customer is on hold. This audio file MUST be 9 seconds or
less in length.
x. Parameter Name – Wait Enable / Wait2 Enable

Description – Whether to enable Wait Timer
Default Value – N
xi. Parameter Name – Wait Time Option Seconds / Wait2 Time Option Seconds
Description –This allows you to give customers options to leave the queue if
their wait time is over the amount of seconds specified.
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Default Value – Nil

Valid Values – Any valid time in seconds
xii. Parameter Name – Wait Timer 1 Action / Wait Timer 2 Action

Description – This menu allows you to choose what happens to a call when
it has been waiting for longer than what is set in the Drop Call Seconds field.
These are some options :-
 HANGUP_WITH_MESSAGE – It will HANGUP a call and MESSAGE will be
played.You can browse to select the File you want.
 HANGUP – HANGUP will hang up the call when the timer is triggered
 MESSAGE - MESSASGE will play the file in the After Hours Message
Filenam field. You can browse to select the File you want.
 EXTENSION – EXTENSION will send the call to the After Hours Extension
in the dialplan. Extension Number can be specified in the Textbox which
will be enabled when EXTENSION option is selected.
 IN_GROUP – IN_GROUP will send the call to the inbound group selected
in the After Hours Transfer Group select list. Select from the List of In-
Groups where you want to send the call.
 CALLMENU - CALLMENU will send the call to the defined Call Menu. List
of Call Menus are displayed in dropdown box.
 VOICEMAIL – VOICEMAIL will send the call to the voicemail box that you
have defined below and IN_GROUP will send the call to the Inbound
Group that is defined below.
xiii. Parameter Name – Adv Prompt Interval

Description – This allows to play advertisement prompt after every
“configurable seconds” as mentioned in this field.
Default Value – none
Valid Values – any valid integer
xiv. Parameter Name – Adv1 Enable / Adv2 Enable / Adv3 Enable

Description – Enabling and Disabling the Advertisement prompt.
Default Value – N
xv. Parameter Name – Adv1 Prompt Filename / Adv2 Prompt Filename / Adv3
Prompt Filename
Description –Browse the advertisement file to be played.
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Default Value – none

Valid Values – Please upload file with .wav or .mp3 extension
xvi. Parameter Name – Adv1 Prompt No Block / Adv2 Prompt No Block / Adv3
Prompt No Block
Description – Advertisement Prompt is played while the call is not
connected with Agent or on hold. If you select Adv1 prompt No block “Y” it
specifies , Dial Center would not search for the Agent for connecting the call
in the backend while Advertisement prompt is being played .
Default Value – N
Valid Values – Yor N
xvii. Parameter Name – Agent Ring Timeout Value

Description – This is used mainly when the agent is not using Neox Dial
Center GUI , after specific seconds the ring should be timed out.
Default Value – 0
Valid Values – Select from the dropdown list
xviii. Parameter Name – Agent Ring Timeout Action

Description – What action should be performed on that inactive Agent
whether to mark it as PAUSE or LOGOUT from the system.
Valid Values – PAUSE , LOGOUT or NONE
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9.1.3. Modify a Inbound Group

ACCESS PATH
Inbound Management -> In-group Management
STEPS
1. Click on “Modify” button to Modify a Inbound Group record as shown in figure.
Figure 9:3 Click to update Inbound Group Click to edit
2. Enter the value of parameters and also modify the value as required and click on submit
button to save the changes and get into effect.
i. Parameter Name – In-Group Recording Override
Description – This field allows for the overriding of the campaign call recording
setting. This setting can be overridden by the user recording override setting.
Valid Value –
 DISABLED will not override the campaign recording setting.
 NEVER will disable recording on the client.
 ONDEMAND is the default and allows the agent to start and stop recording
as needed.
 ALLCALLS will start recording on the client whenever a call is sent to an
agent.
 ALLFORCE will start recording on the client whenever a call is sent to an
agent giving the agent no option to stop recording.
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ii. Parameter Name – Drop Call Seconds

Description – The number of seconds from the time the customer line is picked
up until the call is considered a DROP.
Valid Values – Valid time in seconds.
iii. Parameter Name – Drop Action / After Hours Action / No Agent No Queue
Action
Description – This menu allows you to choose what happens to a call when it has
been waiting for longer than what is set in the Drop Call Seconds field or after
hours action or when there is no agent.
Default Value – HANGUP_WITH_MESSAGE
Valid Values –
 HANGUP_WITH_MESSAGE will hang up the call and will play an IVR that is
uploaded as a Drop Message in .wav or .mp3 format.
 HANGUP_WITH_MESSAGE will simply hang up the call.
 EXTENSION will dial an extension specified in case of a call drop.
 CALL MENU will play the Call Menu that is defined when a call drops.
 VOICEMAIL will send the call to the voicemail box that you have defined
below.
 IN_GROUP will send the call to the Inbound Group that is defined below.
iv. Parameter Name – Call Time

Description – This is the call time scheme to use for this inbound group. Keep in
mind that the time is based on the server time.
Default Value – 24 Hours
Valid Values – All the values created in Call Time Management
v. Parameter Name – No Agents No Queueing

Description – If this field is set to Y or NO_PAUSED then no calls will be put into
the queue for this in-group if there are no agents logged in and the calls will go
to the No Agent No Queue Action. The NO_PAUSED option will also not send
the callers into the queue if there are only paused agents in the in-group.
Default is N.
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Click to update
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Figure 9:4 Modify Inbound Group Screen
Play Place And Play Wait In Line
Figure 9:5 Play Place and Wait in Line
vi. Parameter Name – Play Place and Wait Selection

Description – This field has 4 options for the user to select.
Play Place in Line : This option is selected if we want the system to only play
the position to the customer while he/ she is in queue waiting for the call to be
answered by the agent.
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Play Wait in Line : This option is selected if we want the system to only play the
approximate waiting time to the customer while he/ she is in queue waiting for
the call to be answered by the agent.
Both : This option is selected if we want the system to play the position to the
customer while he/ she is in queue waiting for the call to be answered by the
agent as well as the approximate time in which his call will be answered.
None : This option is selected if we want to diable this functionality and not use
position/ time to be played to the customer.
Valid Value – Place place in Line, Play Wait in Line, Both or None.
vii. Parameter Name – Set Priority

Description – This option is enabled only when the user selects BOTH Play Place
and Wait selection. The option who’s priority has been set will be played first to
the customer followed by next value.
Default Value – Play Place
Valid Values – Play place , play wait
viii. Parameter Name – Play Place and Wait in Line Interval

Description – This field contains the interval after which the position and wait
time prompt should be repeated followed by MOH.
Default Value – 10 (seconds)
Valid Values – Any valid time in seconds.
Place
ix. Parameter Name – Active for Min/ Max

Description – This paramter is used if we want to Activate any action when the
call reaches either the Min place or Max place.
Default Value – N
x. Parameter Name – Play Place/Wait in Line Min Place / Play Place/Wait in Line
Max Place
Description – This paramter is used to by default set a value or bind the position
/ wait time between 2 values even if the current position / wait time of the
customer is greater than the max value.
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Valid Values – Valid integer for position and seconds for time.
xi. Parameter Name – Play Place / Wait In Line Min/ Max Place/ Wait Action
Description – This parameter specifies the action to be done by the system once
the postion / time hits the min / max place configured in the field above. This
field has 3 actions:
NONE - No action is configured.
MESSAGE – A message / IVR to be played once the position hits the value set in
Min Place / Wait . This action is only available for Min place. The system will not
prompt the position, but only play the configured message. Shown below is the
screeshot for the same.
Figure 9:6 Play Place Action
CALL MENU – This option is used if on a particular Min/ Max value , we would
like to redirect the call to a particular Call Menu.
Eg: If the user has reached the max position , we can direct him to a call menu
where promotional offers can be played and also he can be directed to
Voicemail if the customer does not wish to wait. Shown below is the screeshot
for the same.
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Figure 9:7 Play place Action Call Menu

Valid Values – None, Message (Only for Min Position), Action.
xii. Parameter Name – Play Place/Wait in Between Place/Wait Action

Description – This paramter is used if we want configure an action when the
place/wait of the caller in queue hits a value in between the Min and Max value.
This field has 3 actions:
NONE - No action is configured.
CALLMENU - This option is used if on a particular mid value , we would like to
redirect the call to a particular Call Menu.
Eg: If the user has reached the max position , we can direct him to a call menu
where promotional offers can be played.
Valid Values – NONE, CALLMENU
xiii. Parameter Name – Play Place/wait in Line Pre-prompt / Post - Prompt

Description – This paramter is used to set an IVR to be played before the
position is announced and after the position / time / both is announced.
Valid Values – Any valid .wav and .mp3 file.
3. On click of “Submit” button a success message is displayed as shown “Ingroup Modified

Successfully.”
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9.1.4. Delete an Inbound Group

ACCESS PATH
Inbound Management -> In-group Management -> In-group Listing
STEPS
1. Inbound Group can be deleted with the help of “ ” button or “Delete” button from
the GUI. If you have more than one record and you want to delete all, click on the
checkbox and then click the delete button , All the records would be deleted in single
go.
Step 1 Step 2
Figure 9:8 Delete an inbound group
Step 2
Step 1
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Figure 9:9 Delete all inbound groups
you want to delete this record?”.
3. Click on “OK” to delete the record.On successful deletion of Inbound group , success
message is displayed “Inbound group deleted successfully” .
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9.2. DID Management

The DID functions gives you control over adding, modifying and deleting inbound DIDs(DID
means Direct Inward Dialing, also known as DDI, Direct Dial-In). It has a “Use Time Option“
parameter which specifies Action to be taken if call lands into Dial Center after working
hours or on holidays.
9.2.1. Show DID’s

List all the DID’s created in the system.
ACCESS PATH
Inbound Management -> DID Management -> DIDs Listing
You can also search for a State Call Time based on DID Pattern, Route or all.
Figure 9:10 Inbound DID Listing
1. You can perform SMS Configuration on each DID. For the configuration steps refer
Section SMS Configuration
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9.2.2. Create a New DID

ACCESS PATH
Inbound Management -> DID Management
STEPS
1. Click on “Add a New DID” from horizontal menu or click on “Create” button or go to
“Inbound Management -> DID Management -> Add a New DID” from left side vertical
navigation panel to Add a New DID as displayed below :
Figure 9:11 Add DID Screen
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i. Parameter Name – DID Extension

Description – This is the number, extension or DID that will trigger this
entry and that you will route within the system using this function. There is
a reserved default DID that you can use which is just the word -default-
without the dashes, that will allos you to send any call that does not match
any other existing patterns to the default DID.
Valid Values – Any valid string without no spaces or dashes
ii. Parameter Name – Active

Description – This the field where you set the DID entry to active or not.
Default Value – Y
iii. Parameter Name – DID Route

Description – This the type of route that you set the DID to use.
 EXTEN will send calls to the extension entered below
 IN_GROUP will send calls directly to the specified inbound group.
 CALLMENU will send the call to the defined Call Menu.
Default Value – EXTEN
Valid Values – EXTEN , IN_GROUP and CALLMENU
iv. Parameter Name – Prompt Welcome File 1 / Prompt Welcome File 2 /

Prompt Welcome File 3
Description – The audio file located on the server to be played when the
call comes in.
Default Value - Default is ---NONE--- then no message will be played.
Valid Values –Upload file with .wav or .mp3 extension
v. Parameter Name – Prompt MOH File

Description – The music on hold context to use when the customer is
placed on hold. The audio file located on the server to be played at a regular
interval when the customer is on hold. Default is generic_hold. This audio
file MUST be 9 seconds or less in length.
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vi. Parameter Name – In-Group Call Handle Method

Description – If IN_GROUP is selected as the DID Route, then this is the call
handling method used for these calls.
 CallerId Search In System – It will attempt to lookup the phone number
by the CallerID in the entire system
 CallerId Search In DID List –It will attempt to lookup the phone number
by the CallerID in only one specified list.
 CallerId Search InCampaign –It will attempt to lookup the phone
number by the CallerID in all of the lists that belong to the specified
campaign.
Default Value – CallerId Search In DID List
Valid Values – CallerId Search In System, CallerId Search In DID List and
CallerId Search InCampaign
vii. Parameter Name – In-Group List ID

Description – If IN_GROUP is selected as the DID Route, then this is the List
ID that leads may be searched through and that leads will be inserted into if
necessary.
Valid Values – Any valid List ID
viii. Parameter Name – In-Group Campaign ID

Description – If IN_GROUP is selected as the DID Route, then this is the
Campaign ID that leads may be searched for in if the call handle method is
“CallerId Search InCampaign”.
Valid Values – All the Ingroup Campaign would be displayed.
ix. Parameter Name – Use Time Option

Description – Action to be taken if call lands into Dial Center after working
hours or on holidays etc. If “Use Time Option” parameter is enabled then
below screen is displayed This contains the options for where to send the
call if this option is selected.
3. Click on “Submit “ button to create DID .On successful creation , success message is
displayed “DID created successfully” .
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9.2.3. Modify a DID Record

ACCESS PATH
STEPS
1. Click on “Modify” button to Modify a DID record as shown in Figure 33.
Figure 9:12 Click on modify button to modify a DID record

Click to Edit
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Figure 9:13 Modify DID Screen
Click to update
3. On click on “Submit” button a success message is displayed “DID Modified Successfully”
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9.2.4. Delete a DID Record

ACCESS PATH
STEPS
1. DID Record can be deleted with the help of “ ” button or “Delete” button from the
Step 1 Figure 9:14 Delete a DID

Step 2
Step 2
Step 1
Figure 9:15 Delete all DID’s
you want to delete this record?”
3. Click on “OK” to delete the record.On successful deletion of DID Record , success
message is displayed “DID deleted successfully” .
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10. Report Management
You can get to the Statistics and Reports page by clicking on the REPORT MANAGEMENT
link . This page has links to many different summary and real-time reports that you can
run on the activity of your Neox Dial Center system.Reports contain detailed information a
about Agents performance , Call Summary – No of calls abandoned , Answered etc .
Modules Covered:
1. Agent Reports
a. Agent Performance Report
b. Agent Activity Report
c. Agent Call Summary Report
2. Inbound Reports
a. Inbound Report
b. Inbound CDR Report
c. Inbound Call Distribution Summary Report
d. Inbound Activity Report
e. Hourly Inbound Activity Report
3. Outbound Report
a. Outbound Report
b. Outbound CDR Report
c. Outbound Activity Report
4. Call CDR Report
5. Voice Blaster CDR Report
Export to CSV File Format

Selecting the CSV button from results screen, Exports all data resulting from a Specified
report query to a comma-separated value (CSV) file.
Note:
CSV files can be viewed and modified using a CSVcompatible spreadsheet program such as
a Microsoft Excel.
Export to PDF File Format

Selecting the PDF button, on results screen exports all data resulting from a Specified
report is converted in PDF.
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Export to Excel File Format

Selecting the Excel button, on results screen exports all data resulting from a Specified
report is converted in Excel.
Page 155 of 272

10.1. Agent Reports

10.1.1. Agent Performance Report
The Agent Performance Detail Report is an accounting of an Agent's time for a pre-defined
shift that they are logged into a campaign. In addition to a tally of statuses that each agent
dispositioned, the Detail report shows Pause time, wait time and disposition time. Together
with talk time this gives a full breakdown of all Agents' time on the campaign for that shift. It
is important to note that the total time in calls can be different from the total time an agent
is logged in.
Filters are provided based on Date (Start date to End date) and Time (From Time
and To Time) , Campaigns – The Agent belongs to ,User Groups of the Agent , and the Shifts
– In which Agents work to make the reports more explicit and distinctive.
Figure 10:1 Agent performance report
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10.1.2. Agent Activity Report

The Agent Activity Report is the detail Report of an Agent which brings together all of the
time-related metrics for an agent's activity into a single report. The Extension the Agent is
logged in from , Campaign Name , User Group Name , Date and Logged in Duration , This
report has clickable column headers that allow you to view the detail activity of the Agent
for that specific date : From Timeclock clocked-in time, to agent activity Pause, Wait, Talk,
Dispo, Park , Recording , transfer as well as all paused time broken down into it's pause
codes. This report can give you a better comparison tool of how an agent's time is being
spent as compared to other agents.
Section-1
Section-2
Section-3
Section-4
Figure 10:2 Agent Activity report
This Report is bifurcated into four section:

Section 1: This section consists of From Time, To Time, Start Date, End Date and
Username Filter for the Agent.
Section 2: This is the total summary of the call which includes all the Campaigns the
Agent belongs to. The Disposition selected by the Agent for the call is displayed in the
below pie-chart , For 10 total calls The dispositions set by Agent are : Busy – 2 , Agent
Not Available (Drop ) – 3 , Not Interested – 2 , Reject Auto – 1 and Sale Made – 2.
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Figure 10:3 Agent Talk Time and Status
Section 3: Displays the Campaign and the User Group the Agent belongs to , Extension
the Agent is logged in to the system and the Logged in Duration with a Transition detail
clickable button.
Section 4: Transition detail displays the Call events from login to logout, for how long
the call was in Pause mode , the Pause Code for the call , Wait Duration (for inbound) of
the Call , Dailing Duration – time taken to connect the call , Talk Duration , Dispo
Duration – time taken to select the disposition after the call , Park Duration – Call in hold
mode , Recording Duration , Xfer Wait Duration – time taken to transfer a call , Logged
In duration – total time from login to logout and the Status of the disposition.
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Figure 10:4 Agent Activity for this Time period
Page 159 of 272

10.1.3. Agent Call Summary Report

Agent Call summary Report Filtered by User Group: No and Name of Agents in that User
Group , Total inbound call made by those Agent , Avg / Max Talk Hour for Inbound Call ,
Total Outbound Calls made by the Agents in that User Group and avg/Max Talk Hour for
outbound call.
Figure 10:5 Agent call summary report
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10.2. Inbound Reports

10.2.1. Inbound Report
Inbound reports are the reports which shows the details of all the calls that are incoming in
the system and are filtered based on the different ingroups created by the admin. All the
reports are in the graphical format as shown below in the figure.
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Figure 10:6 Inbound Report
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10.2.2. Inbound CDR Report

The summary of all the inbound call records are displayed with search filters as follows:
Time : From Time and To Time
Date : Start date and End date
Inbound Group : Select the inbound group from the list of Inbound groups displayed
Call Category : Search criteria based on call category , All calls or only Answered Calls or only
abandoned calls.
Status : Search by the status of the call i.e. Agent Not Available , Not Interested, Sale
Made etc.
Agent : Search by the Agents name
Duration : Search the record by the call duration
Phone Number : Search by the phone number
Below Report is generated with Date : 2014-11-18 , Time : 0 to 23 hrs Inbound Group : All
and Category : All
Figure 10:7 Inbound CDR Report
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10.2.3. Inbound Call Distribution Summary Report

Inbound Call Distribution Summmary Report shows you different percentages for different
inbound metrics like Answered calls out of total calls.The next different inbound section will
show you the breakdown in seconds of the drop calls as to how long they were holding
before they were answered or dropped.The call answered time and percent breakdown will
show you number of calls and percentage of calls broken down across the same time frame
as the previous section.
In the figure displayed below , Inbound is selected as “NeoxSales and 24OnlineSales” .
So summary of all inbound groups during specified time interval is displayed with the
percentage breakdown in seconds for Answered and Dropped Calls . 0 means call was
answered in 0 secs , 1- 15 indicates call was answered between 1 to 15 secs and so on. Like
wise in call drop , +60 indicates call waited for more than 60 seconds and then dropped.
Figure 10:8 Inbound Call Distribution Summary Report
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10.2.4. Inbound Activity Report

Inbound Activity Report allows you to view Total No of Calls per inbound group , No of
Human answered calls and Non – human Answered Calls using the filter criteria Time, Date
and Inbound Groups as shown in the figure.
Figure 10:9 Inbound Activity Report
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10.2.5. Hourly Inbound Activity Report

Hourly Inbound Activity Report allows you to view Total No of Calls per inbound group and
per hour , No of Human answered calls and Non – human Answered Calls using the filter
criteria Time, Date and Inbound Groups as shown in the figure.
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Figure 10:10 Hourly Inbound Activity Report
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10.3. Outbound Reports

10.3.1. Outbound Report
OutBound Report is a total summary of outbound calls per Campaign described in Pie Chart
representation for easy understanding as shown in the below figure.
Figure 10:11 Outbound report
Outbound Call Stat :

Shows the summary of Outbound calls in the Campaign for Time Range selected in the filter
criteria , the pie chart displays the No of Human Answered Calls , No of Dropped Calls , No of
Calls not Answered from Total No of Calls made . It also shows the granularity of the call i.e.
Avg Call Length for all Calls, Avg Call length for HA Calls, Avg Talk Duration for HA Calls, Avg
Call Length for Drop Calls and Avg Call Length for NA Calls as shown in the below figure.
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Figure 10:12 Outbound Call Stat
Outbound Hangup Stat :

Shows the summary of the No of Calls ended up by the Customer and No of Calls ended up
by the Agent.
Figure 10:13 Outbound hangup Stat
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From the above Pie Chart we can say Out of 5 total Calls , 4 calls were ended up by the
Agent and 1 was ended up by the Customer.
Outbound Status Stat

Shows the Call Disposition status – Busy , Agent not available , Not Interested , Reject Auto
and Sale Made.
Figure 10:14 Outbound Status Stat
Outbound Agent Call Stat

Shows the Agents and their Call Count.
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Figure 10:15 Outbound Agent Call Stat
Outbound List ID Stat

Which list is being used is displayed in the chart.
Figure 10:16 Outbound List ID
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Outbound Custom Status Stat

Neox Dial Center allows an Agent to create their own custom Disposition over default
Dispositions provided by the system , This chart displays how many calls were set to the
Agent created i.e. Custom Disposition.
Outbound Call Status Stats

Displays the summary of Disposition Name , Description of the disposition , No of Calls set to
the following disposition , Total Time of the Call and Talk duration of the call.
Figure 10:17 Outbound Call Status Stat
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10.3.2. Outbound CDR Report

The summary of all the outbound call records are displayed with search filters as follows:
Time : From and To Time
Date : Start date and End date
Campaign : Select the Campaign from the list of Campaigns displayed, You can also select
All.
Call Category : Search criteria based on call category , All calls or only Answered Calls or only
abandoned calls.
Status : Search by the status of the call i.e. Agent Not Available , Not Interested, Sale
Made etc.
Agent : Search by the Agents name
Duration : Search the record by the call duration
Phone Number : Search by the phone number
Below Report is generated with Date : 2015-11-01 , Campaign : URL – URL Test and
Category : All
Figure 10:18 Outbound CDR Report
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10.3.3. Outbound Activity Report

Outbound Activity Report allows you to view Total No of Calls per Campaign , No of Human
answered calls and Non – human Answered Calls . It also shows the granularity of the call
i.e. Avg Call Length for all Calls, Max Call length, Avg Talk Duration, Max Talk Duration for All
calls , Total Human Answered Calls , Avg Handle Length for HA Calls, Max Handle length for
HA calls , Avg Talk Duration for HA Calls , Max Talk Duration for HA calls, Total Non-Human
Answered calls , Avg Time to Abandon a call , Max time to Abandoned a call.
Figure 10:19 Outbound Activity Report
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10.4. Call CDR Report

A record that contains detailed information about a call, start date, End date, Line – ( Which
DID no the call landed ), Agent Extension , Customer Number , Call Recieve Time , Outgoing
Call Time , Talk Time , Term reason, Unique ID, Play / Download recording, Recording Pay
Status. CDRs are typically generated at the completion of a telephone call. Search filters are
provided to determine, records of which date and Time you want to view in the report.
Note – The records displayed in red are Abonded or dropped calls.
Figure 10:20 Call CDR Report
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10.5. Voice Blaster CDR Report

This report shows the calls that have been initialted by Neox as a part of Voice Blaster
Campaign. A record contains detailed information about a call i.e. Campaign, Call Date,
Phone number, Total Duration, Talk Duration, Status, Term Reason, Customer Time, Call
Menu that was played, the digit the customer pressed and the Description of where the call
was routed, Download Recording if it is enabled, Play Recording, Recording Play Status.
Search filters are provided to determine, records of which date and time you want to view in
the report.
Figure 0:1 Voice Blaster CDR Report
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11. Custom Reports
Custom reports is a functionality used by the administrator or the user of the system to view
the data directly from the database.
The user will not have the ability to create the report. The requirement for values will be
given to the support team. They will create the report from backend. The user will be able to
only view, download and sort the data.
For Deletion / Modification of the existing report the support team will help. User does not
have the rights.
Custom reports can display 1,00,000 records or records of 10 MB whichever reaches first.
Modules Covered :
1. Custom Report Listing
2. View Custom Report
Page 177 of 272

11.1. Custom Reports

11.1.1. Custom Report Listing
List all the Custom Reports Created
ACCESS PATH
Custom Reports
You can also search for a Custom Report based on the Report Name.
Figure 11:1 Custom Report Listing
Page 178 of 272

11.1.2. View Custom Report

View all the reports created by the support team
ACCESS PATH
Custom Reports -> View
STEPS
1. Click on “View Report” as shown below in the figure to view the records of the table.
Figure 11:2 View Custom Report

Click to View
2. You can perform operations on the records like Sort the records, Refresh the table to
get real time data, Search for a record, Download the values in CSV or PDF Format.
Sort by clicking on respective records
Click to Search for a record, Refresh, Download in CSV and PDF
Page 179 of 272

12. ACL Management
Neox Dial Center provides ACL (Access Control List) Management Module which allows
Admin to create Super Admin, Supervisor and Manager to control particular Campaign ,
Ingroup or Usergroup.
Modules Covered :
3. ACL User
a. Show ACL User
b. Add a new ACL User
c. Modify an ACL User
d. Delete an ACL User
4. ACL Profile
a. Show ACL Profile
b. Add a new ACL Profile
c. Modify an ACL Profile
d. Delete an ACL Profile
5. User Profile Binding

a. Show User Profile Binding
b. Add a New User Profile Binding
c. Modify User Profile Binding
d. Delete User Profile Binding
Page 180 of 272

12.1. ACL User

12.1.1. Show ACL User
List all the ACL User’s Created
ACCESS PATH
ACL Management -> ACL User Listing
You can also search for an ACL User based on User ID, Full Name or all.
Figure 12:1 ACL User Listing
Page 181 of 272

12.1.2. Add A New ACL User

ACCESS PATH
List Management -> Add A New ACL User
STEPS
1. Click on “Add A New ACL User” from horizontal menu or go to “ACL Management -> Add
A New ACL User” from left side vertical navigation panel to Add A New ACL User .
2. Setting the values of the parameters as required and shown below :
Figure 12:2 Add a New ACL User
i. Parameter Name – Username

Description – Username or login used to connect to the system
ii. Parameter Name – Password

Description – The password used to connect to the system.
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iii. Parameter Name – Full Name

Description – Full Name of the User
iv. Parameter Name – Phone Number

Description – Phone Number of the User
Valid Value – Any valid Phone Number
v. Parameter Name – Mobile Number

Description – Mobile Number of the User
Valid Value – Any valid Mobile Number
vi. Parameter Name – Email

Description – Email Address of the User
Valid Value – Any valid email id
vii. Parameter Name – Active

Description – Whether the user is Active or Not
Valid Value – Y or N
3. Click on Submit button to create a New ACL User. On successful creation message is
displayed “New ACL user created successfully” .
Page 183 of 272

12.1.3. Modify ACL User

ACCESS PATH
STEPS
1. Click on “Modify” button to Modify a ACL User as shown in figure.
Click to edit
Figure 12:3 Modify ACL User
Page 184 of 272

Figure 12:4 Update ACL User Click to update
3. On click on “Submit” button a success message is displayed “ACL User Modified

Successfully”.
Page 185 of 272

12.1.4. Delete ACL User

ACCESS PATH
STEPS
1. ACL User can be deleted with the help of “ ” button or “Delete” button from the GUI.
If you have more than one record and you want to delete all, click on the checkbox and
Step 1 Step 2
Figure 12:5 : Delete ACL User
Page 186 of 272

Step 2
Step 1
Figure 12:6 Delete all ACL User
want to delete this record?”.
3. Click on “OK” to delete the record.On successful deletion of ACL user, success message
is displayed “ACL User deleted successfully” .
Page 187 of 272

12.2. ACL Profile

12.2.1. Show ACL Profile
List all the ACL User’s Created
ACCESS PATH
You can also search for an ACL Profile based Profile Name, Profile Type or all.
Figure 12:7 ACL User Listing
Page 188 of 272

12.2.2. Add A New ACL Profile

ACCESS PATH
ACL Management -> Add A New ACL Profile
STEPS
1. Click on “Add A New ACL Profile ” from horizontal menu or you can also go to “ACL
Management -> Add A New ACL Profile ” from left side vertical navigation panel to Add
A New ACL Profile as displayed below:
Figure 12:8 Create a new ACL Profile

i. Parameter Name – Profile Name
Description – Name of the Profile
ii. Parameter Name – Profile Type

Description – Type of profile to be created
Valid Value – Super_Admin, User_Groups, Campaign, Inbound_Groups
iii. Parameter Name – Status

Description – Status of the created profile
Valid Value – Active or Inactive
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3. Once you click on “Submit” button , a success message is displayed saying “ACL Profile
Added Successfully.”
12.2.3. Modify ACL Profile

ACCESS PATH
ACL Management -> ACL Profile Listing
STEPS
1. Click on “Modify” button to Modify a ACL Profile as shown in figure below.
Click to Edit
Figure 12:9 Click to Edit ACL Profile
2. Modify the value as shown below to give permissions of Add, Delete and Modify on
different parameters like User groups, Campaigns and Reports and click on submit
button to save the changes and get the changes into effect.
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Click to Update
Page 191 of 272
Figure 12:10 Modify Access Rights for User Profile
3. On click on “Submit” button a success message is displayed “ACL Profile Modified

Successfully”.
12.2.4. Delete ACL Profile

ACCESS PATH
ACL Management -> ACL Profile Listing
STEPS
1. ACL profile can be deleted with the help of “ ” button or “Delete” button from the
Step 2
Step 1
Figure 12:11 Delete an ACL Profile
Page 192 of 272

Step 2
Step 1
Figure 12:12 Delete all ACL Profile
you want to delete this record?”.
3. Click on “OK” to delete the record.On successful deletion of ACL profile, success
message is displayed “ACL profile deleted successfully” .
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12.3. User Profile Binding

12.3.1. Show User Profile Binding
ACCESS PATH
List Management -> Show User Profile Binding
You can also search for a Profile Binding based on ACL User, ACL Profile or all.
Figure 12:13 User Profile Listing
Page 194 of 272

12.3.2. Add A New User Profile Binding

ACCESS PATH
List Management -> Add A New User Profile Binding
PRE-REQUISITES
 ACL User should be created (Refer: Create ACL User )
 ACL Profile should be created (Refer: Create ACL Profile)
STEPS
1. Click on “Add A New User Profile Binding ” from horizontal menu or go to “ACL
Management -> Add A New User Profile Binding” from left side vertical navigation panel
to Add A New User Profile Binding as displayed in figure.
2. Based on the ACL Profile selected, the admin must bind User Group, Campaigns,
Ingroups with the Manager. For campaign we can even select start and end Time.
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Figure 12:14 User Profile Binding Screen
3. On successfully binding the below screen would be displayed saying “ACL User Profile
Binding Added Successfully”.
4. Now Login using Manager Login as shown in figure. Enter The Login and Password you
created while making the ACL User.
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Figure 12:15 Login through Manager Login
5. Admin assigned control to only few modules in ACL Profile so , only those modules are
allowed to be accessed by the Manager as shown below.
Figure 12:16 Modules of Manager as per access rights
Page 197 of 272

Figure 12:17 neoxuser login
Page 198 of 272

12.3.3. Modify ACL User Profile Binding

ACCESS PATH
ACL Management -> Show User Profile Binding
STEPS
1. Click on “Modify” button to Modify an User Profile binding as shown in figure below.
Click to Edit
Figure 12:18 Modify ACL User Profile
2. Modify the value as shown below for ACL User and Profile to bind and click on submit
button to save the changes and get the changes into effect.
Page 199 of 272

Figure 12:19 ACL Profile Binding Screen
3. On click on “Submit” button a success message is displayed “ACL User Profile Binding
Modified Successfully.”
Page 200 of 272

12.3.4. Delete User Profile Binding

ACCESS PATH
ACL Management -> Show User Profile Listing
STEPS
1. User profile binding can be deleted with the help of “ ” button or “Delete” button from
the GUI. If you have more than one record and you want to delete all, click on the checkbox
Step 1 Step 2
Figure 12:20 Delete a ACL User Profile Binding
Step 2
Step 1
Figure 12:21 Delete All ACL User Profile Binding
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4. Click on “OK” to delete the record.On successful deletion of ACL profile, success message is
displayed “ACL User Profile Binding Deleted Successfully.” .
Page 202 of 272

13. Server Management

Server Management Module is used to configure Neox PBX : Neox Serever IP , Neox Server
Port and other server related parameters like GMT and Log Files.
ACCESS PATH
Server Management
STEPS
1. Go to “Server Management “ from left side panel , Server Management screen would
be displayed as shown in the below figure.
Figure 13:1 Server Management Screen
2. Setting the values of the parameter as required :

Module Server Configuration :
i. Parameter Name – Neox Server IP
Description – Enter the Network IP Address of the server on which the Neox
Server is installed.
Valid Values – Any valid IP Address
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ii. Parameter Name – Neox Server Port

Description – Enter the JMX Port on which the Neox server is running
Default Values – 5038
iii. Parameter Name – Local GMT

Description – The difference in hours from GMT time not adjusted for Daylight-
Savings-Time of the server.
Default Value – -5
Valid Values – Select the values from the dropdown list.
iv. Parameter Name – Server Logs

Description – Setting this option to Y will enable logging of all related scripts to
their text log files. Setting this to N will stop writing logs to files for these
processes, also the screen logging of Neox Dial Center will be disabled if this is
set to N when Neox Dial Center is started.
Default Value – Y
Module System Configuration :

i. Parameter Name – Redirect Prompt File
Description – This is the Music on Hold file which will be played for all
campaigns whenever agents transfers the call or when the customer is waiting
for agent allocation.
Valid Values – Any .wav or mp3 file
ii. Parameter Name – Redirect Repeat Count

Description – If it is set to 1 then the Redirect Prompt file will be played
ortherwise it wont be played.
Default Value – 1
iii. Parameter Name – Agent view Log history

Description – Here the admin can define how many recent history the agent
can view. If it is set to 5 then the agent will be able to view last 5 log history.
Default Value – 0
Valid Values – All values in the drop down list.
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iv. Parameter Name – Timeclock End of the Day

Description – The timeclock is the time required by the dial center to updates all
its tables internally. You can specify a non-working duration , during that
duration call for maximum 1 min the calling will fail.
Default Value – HH:MM
Valid Values – Any duration of the day in the HH:MM format.
v. Parameter Name – Predictive Dialing

Description – This field is enabled if we want to use Predictive as one of the
campaign types and make calling using the uploaded Lead.
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14. Disposition Statuses

Through the use of Disposition Statuses , you can have status of the call that exist for
campaign and in-group. The Detail description of a particular call whether it was :
answered, Sale was made , call was from Do Not Call list , customer not interested in the
call , to call back the customer as the call was busy or was not answered etc, type of detail
output for every call can be mentioned and maintained. This is usually useful for Report
Generation.
Modules Covered
1. Disposition Status Management
a. Listing of Disposition Statuses
b. Add a new Disposition Status
c. Delete an existing Disposition Status
d. Modify the Disposition Status
Note : We recommend not to Modify or Remove any Disposition statuses provided by

the System.
Page 206 of 272

14.1. Listing of Disposition Status

ACCESS PATH
Disposition Statuses -> Disposition Statuses Listing
You can also search for a Disposition based on Disposition Status , Status Name or all.
STEPS
1. Statuses and their Descriptions :
Figure 14:1 List of Disposition Status
1. A - Answering Machine - Agent-defined Answering Machine

2. AA - Answering Machine Auto - System-defined Answering Machine
3. AB – Busy Auto – dailer defines user busy
Note : PRI provider has to propogate Busy signal
4. ADC – Disconnected Number Auto
Note: Note : Based on proper signalling provided by PRI provider.
5. AFAX – Fax Machine Auto
6. AFTHRS – Inbound after hours drop means an inbound call has landed after the
working hours of the agent were over.
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7. AGTCNT - Agent Connected to the call , Normally used in Hybrid and Phone
Login/Logout environment where Dial Center GUI is not used.
8. AM – Answering machine sent to msg – If goes on Customers Answering Machine
9. AL – Answering machine message played which means a message is played by the
answering machine after a no answer.
10. ATCTND – Neox Server Down Agent Connect- Agent is connected and Neox PBX
server goes down while Dial Center is running.
11. B – Busy - Carrier-received Busy signal, or agent-defined Busy if allowed
12. BRWSRX – Browser Close - Ongoing active call , Agent closes the Browser and the
call gets disconnected.
13. CALLBK – Call Back - Callback, scheduled CallBack
14. CBHOLD – Call Back Hold is when the campaign doesn’t have configurations for call
back and still the agent needs to make a call back. It is a system status.
15. CNE – Call Not Exist – Call available in Dial Center but not in Neox PBX .
Note : This is an abrupt condition and should not arise.
16. DBX – Deleted from Dashboard
17. DC – Disconnected Number
18. DCDB – Disconnected from Dashboard
19. DEC – Declined Sale - Agent-defined status
20. DIALTO – Dial Timeout – Agent calls the customer , customer do not answer the call
for more than configured value(seconds), then call gets disconnected . Mainly used
in Outbound call.
21. DISPO – Improperly Disposed. This is the status used by Agent to dispose the call
manually. This condition arises when Agent GUI loses connectivity with the Dial
Center.
22. DNC – DO NOT CALL – Customer requested for Do Not Call.
23. DROP – Agent Not Available - Call was dropped while customer was waiting for an
agent
24. DROPND – Neox Server Down, Agent Not Available – Call gets disconnected due to
PBX server down while the call is not allocated to Agent.
25. DRPTO - Dialer Response TimedOut
26. EXTCNT – External Number Connected- Dail Center informs whether the call was
connected to external number or not.
27. INCALL – Lead Being Called - Agent is talking to the lead
28. INVA – Invalid Number Auto, Number invalid identified by the System
29. IVRDRO – Disconnected On IVR – Call terminates at IVR ,do not enter any queue.
30. N – No Answer - Agent-defined status
Page 208 of 272

31. NA – No Answer Auto - Any outbound call that does not receive an Answer signal(or
other signal) from the carrier. This can include ring-no-answer, disconnected, carrier
congestion and other errors
Note : Based on proper signalling provided by PRI provider.
32. NANQUE - Inbound No Agent No Queue Drop - Any inbound call that has no agent
available or no queue and the call is dropped on no answer.
33. NEW – New Lead - Lead has not been called, or cannot be called
34. NI – Not Interested - Agent-defined status
35. NP – No Pitch No Price - Agent-defined status
36. NRPTO - Neox Response Timed Out – This is used when the Dial centre configuration
is off. So if request goes for Dial center it gets timed out
37. PF – Message Parsing Failed – Internal Communication failure between PBX and Dial
Center .
Note : This is an abrupt condition and should not arise.
38. QUEUE – Lead To Be Called - Lead is about to be sent to an agent
39. RA – Reject Auto – Customer Rejected the call
40. SALE – Sale Made - Agent-defined status
41. SKIP – Lead Skipped – Lead skipped by the aget and the next lead is dialed.
42. TIMEOT - Inbound Queue Timeout Drop – Used if the call is dropped on agent hold
and the calls doesn’t get answered by any agent
43. TRASH – Lead Trashed – If the number is wrong/ customer comments say the
customer is not interested, the agent can delete or trash the lead and dial the next
lead available.
44. UA – Unknown Auto – Call gets terminated due to some other unknown reason.
45. VMCNT – Voice Mail Connected – The status of the voicemail connected or not.
46. XFER – Call Transferred - Call has been sent from an agent to a Closer agent
47. XFERFL – Call Transfer Failed – Agent fails to transfers the Call from Dial Center GUI.
Page 209 of 272

14.2. Add a New Disposition Status

ACCESS PATH
Disposition Statuses -> Add a New Disposition Status
STEPS
1. Click on “Add Disposition Statuses ” from horizontal menu or you can also go to “Disposition
Statuses -> Add A New Disposition Status ” from left side vertical navigation panel to Add A
New Disposition Status as displayed below:
Figure 14:2 Add a New Disposition Status
2. Enter the Values of the Parameters :

i. Parameter Name – Status ID
Description – The Status ID must not be more than 6 characters in length with
no spaces. Status Id is the Status column as shown in the figure 12. E.g. A, AA
etc.
Page 210 of 272

ii. Parameter Name – Status Name

Description – The Status Name must be 2-50 characters in length , Description
of the disposition as showed in the figure 12. E.g. : Answering Machine etc.
iii. Parameter Name : Active

Description : Defines whether it should activate the particular disposition status
or not.
Valid Values : Y or N
iv. Parameter Name : Available to All Campaign

Description : This parameter is used, if we want the disposition to be visible to
All campaigns or not. If we want it only for a particular campaign, then do not
select this field and select the campaign list displayed below under the heading
“Campaign in system”.
v. Parameter Name : Human Answer

Description : Human Answer specifies whether the call was answered by the
human or voicemail. Human response field is used when calculating the drop
percentage, or abandon rate. Setting human response to Y will use this status
when counting the human-answered calls.
vi. Parameter Name : Sale

Description : Whether the sale has been made , The Sale Category is used by
the List Suggestion system when analyzing list statistics.
vii. Parameter Name : DNC

Description : Do Not Call - If DNC is used and the campaign is set to use DNC
then the phone number will be automatically added to the Neox Dial Center
internal DNC list and possibly the campaign-specific DNC list.
Page 211 of 272

viii. Parameter Name : Not Interested

Description : This field is where you define the customer is Not Interested in the
Call.
ix. Parameter Name : Callback

Description : If the customer is busy or doesn’t not answer , whether to
schedule the call again later.
x. Parameter Name : Customer Contact

Description : This field is used when the agent wants to contact the customer
later in response to a query generated by him/her.
xi. Parameter Name : Unworkable

Description : This field is used when the customer feels the deal / inquiry is not
workable.
3. Click on Submit button and on successful creation a message is displayed saying “Disposition
Status Added Successfully.”
Page 212 of 272

14.3. Modify the Disposition Status

ACCESS PATH
Disposition Statuses -> Disposition Statuses Listing.
STEPS
1. Disposition Statuses can be modified by changing the values and then clicking on “ ”
button as shown below.
Click to edit
Figure 14:3 Modify a disposition status
2. Modify the parameters as shown and click on “Submit ” button to save the changes
made as shown below
Page 213 of 272

Figure 14:4 Update the disposition status

Click to update
3. On the click of Submit button, a message is displayed saying “Disposition Status

Modified Successfully.”
Page 214 of 272

14.4. Delete the Disposition Status

ACCESS PATH
Disposition Statuses -> Disposition Statuses Listing
STEPS
1. User profile binding can be deleted with the help of “ ” button or “Delete” button from
the GUI. If you have more than one record and you want to delete all, click on the checkbox
Step 1 Step 2
Figure 14:5 Delete a Disposition status
Page 215 of 272

Step 2
Step 1
Figure 14:6 Delete All Disposition Statuses
2. On successful deletion of Disposition status , success message is displayed “Disposition

Status Deleted Successfully.”
Page 216 of 272

15. Phone Management

This Section explains how to create Extensions in Neox Dial Center . Same extension should
be created in Neox PBX (From where Agents would dial/recieve calls).
Modules Covered:
1. Phone Management
a. Phone Listing
b. Create a New Phone
Page 217 of 272

15.1. Phone Listing

Lists all the created extensions.
ACCESS PATH
Phone Management -> Phone Listing
You can also search for a Phone based on Extension Number.
Figure 15:1 Create a Newe Phone
Page 218 of 272

15.2. Create a New Phone

ACCESS PATH
STEPS
1. Click on “Add A New Phone” or “Create” button or go to “Phone Management ->Add a
New Phone” link from left side navigation panel to Add a new phone as shown in the
figure below.
Figure 15:2 Add new phone
2. Enter the Values of the parameters :-

i. Parameter Name – Phone
Description – This field is where you put the phone number as it appears to
Neox Dial Center not including the protocol or slash at the beginning.
Valid Values – Any valid integer
ii. Parameter Name – Agent Screen Login

Description – The login used for the phone user to login to the client
applications, like the Neox Dial Center agent screen.
Page 219 of 272

iii. Parameter Name – Login Password

Description – The password used for the phone user to login to the web-based
client applications. IMPORTANT, this is the password only for the agent web
interface phone login.
iv. Parameter Name – Active Account

Description – Whether the phone is active to put it in the list in the GUI client.
Default Value – Y
v. Parameter Name – Local GMT

Description – The difference from Greenwich Mean time, or ZULU time where
the phone is located. DO NOT ADJUST FOR DAYLIGHT SAVINGS TIME. This is
used by the NEOX DIAL CENTER campaign to accurately display the time and
customer time.
Valid Values – Select from the dropdown list
Page 220 of 272

15.3. Modify a Phone Record

ACCESS PATH
STEPS
1. Click on “Modify” button to Modify a Phone record as shown in figure.
Figure 15:3 Click to edit the record Click to

Modify
2. Modify the value as required and click on submit button to get the changes in effect.
Figure 15:4 Modify screen for the phone record
Page 221 of 272

3. On click on “Submit” button a success message would be displayed as “Phone

modified successfully”
Page 222 of 272

15.4. Delete a Phone Record

ACCESS PATH
STEPS
1. Click on “Delete” button to delete a Phone record as shown in figure.
Step 1 Step 2
Figure 15:5 Click to delete a phone record
Step 2
Step 1
Figure 15:6 Delete All Phones
2. Clicking on “delete” button , a confirmation message would be displayed.
3. If you are Sure , Click on “OK” to delete the record. After Successful deletion of a record,
message would be displayed “Phone deleted successfully”.
Page 223 of 272

16. Bulk Operations
If an Admin wants to move some Agents from one Usergroup to another or from one ingroup to
another he/she can do it by changing the configuration from each user detail page which is
provided under User Management Module. For moving few Agents like one , two or five this
method will work fine, but if Admin wants to move more than 15 Agents then this method
would to be tedious and time consuming. The solution to such time consuming case is "Bulk
Operation", which is a module in Neox Dial Center.
Bulk Operation - It is a module where the list of User and their current Usergroup and
Ingroup are displayed. The Admin simply needs to check on the radio button provided next to
each Agent and move the Agents from one Usergroup/Ingroup to Another.
Modules Covered:
1. User- Usergroup Management
2. User-Ingroup Management
16.1. User – Usergroup Management

ACCESS PATH
Bulk Operations -> User – Usergroup Management
STEPS
1. List of Users are displayed with three User Groups : Neox Dial Center Administrator Group ,
Neox Dial Center Agent Group and followed by other Usergroups created.
Note: One User can be in one Usergroup Only at a time.
Page 224 of 272

Figure 16:1 Bulk User – Usergroup Management
2. If you change the Usergroup of any user from here it would be reflected in User
Management module in “User Group” parameter also.
Page 225 of 272

16.2. User – Ingroup Management

ACCESS PATH
Bulk Operation -> User – Ingroup Management
STEPS
1. List of Users and all the created Ingroups are displayed here . In below case we have
the list of ingroups created for the system by the Admin .
Note: One User can be in multiple Ingroups.
Figure 16:2 User ingroup Management
2. If you change the Ingroup of any user from here, it would be reflected in User
Management module in “Inbound Group” Section.
Page 226 of 272

17. Backup Management
Neox Dial Center provides a backup facility that preserves the contents of pre-existing
configuration and data by making a .tar file. This process is manual as shown below.
1. In the Backup Management screen add the values of the following parameters
 Backup Name – Name of the Backup file
 Comment – Comment can be added for Backup
 Config – Config is important when your Dial Center is down
 Logs – logs contains all Business data
Figure17:1 Back Management screen
2. Click on submit button.
Figure 17:2 Backup download and delete file
3. Download : Click on Download button to download the back up file.
Page 227 of 272

Figure 17:3 Download File
4. To Delete the backup File, Click on the Delete button and the backup file will be deleted.
Page 228 of 272

18. Customize GUI
Customize GUI module of Neox Dial Centre allows you to modify the GUI i.e the Login page
and the Agent Home Page, with a Text you wish to Add.
1. To Customize the GUI, Add the Text you wish to see in the Text box shown below. You
can Edit the Font, Size, Style, add a picture or a smiley, etc the way you want to. This
feature makes the product customized to your company.
Figure 18:1 Customize GUI
2. Click on Submit and a message will be displayed saying “Custom GUI HTML code
Modified Successfully.” Logout from the Dial Centre.
3. You can see the Text added by you in the Login Screen.
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Figure 18:2 Output After custoimizing GUI in login page
4. Login to the Agent section and find the added text in the top margin of the Home Page.
Figure 18:3 Output after customizing in agent login screen
5. To Delete the text/ formatting done, delete the text from the box and Click on “Submit”,
it will generate a message saying “Custom GUI HTML code Modified Successfully.”
Page 230 of 272

19. Logout
Logout allows the admin to logout from the neox dial center GUI. After pressing the logout
button the admin will be redirected to the login page and will have to enter the credentials
again to login.
ACCESS PATH
Logout
Page 231 of 272

20. Dashboard
In Neox Dial Center , a dashboard is an easy to read, single page, real-time user interface,
showing a graphical presentation of the current status to enable instantaneous and
informed decisions to be made by the Admin at a glance. Neox Dial Center Dashboard shows
Total System Call Status – Agents Talking and Calls in Queue, Outbound Call Status,
Inbound Call Status , Agent summary like No of Agents logged in, in the system , No of
Agents in Calls , No of Agents waiting , No of Agents in pause mode , Agents in disposition
state etc.
Click on this button from the topmost right side of the screen to view the Dashboard.
Figure 20:1 Dashboard
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Figure 20:2 Dashboard II
Page 233 of 272

Figure 20:3 Dashboard III
Page 234 of 272

21. Neox Dial Center : Agent Login

1. This Section contains AGENT pages. Click on “Agent Login“ as shown in, the screen with
phone Login ,Phone password , User Login , User Password , Campaign would be displayed,
where Campaign is selected as Inbound so Ingroup would also be enabled or Campaign is
selected as Outbound Campaign. Enter the valid values of the parameters and click on “GO”
to login to the Agent Homepage.
Figure 21:1 Agent Login Page
2. This is the Agent Home Screen, When you Login it is in Pause State. Agent can Resume
the status which means Agent is ready to recieve the call.
Page 235 of 272

Figure 21:2 Agent Home Screen
3. Right side of the screen you will find following sections :

 Seconds – This is a counter , starts when call lands into Neox Dial Center system.
 Call Handled Today – The number of outbound and inbound calls handled by the agent
for a single day is displayed. It is also separeated by the number of Human and Non
human answered calls with the total calls.
 Customer Time – Date and Time
 Status – This section displays details of the call like Call unique Id, Incoming Customer
Number if Inbound and the Ingroup Name etc.
 Logged in Details – Agent Details , User – Agent Username , Phone – Agent Phone
Number and Campaign in which Agent has logged in.
 Agents View + - Click and view the status of all the Agents
 Groups – Click on this button and get a list if all the ingroups. We can add and delete the
groups selected.
Page 236 of 272

Calls in Queue
Incoming
Call
Figure 21:3 Agents incoming call in queue
4. Left Side Panel of the Agent Home Screen has HangUp Button , Pause Button , Resume
Button , Dial Next, Park Call, Transfer, Record button and No Active CallBacks Link.
Hangup
When an Agent Hangs up the Call by clicking on “HangUp” button from the left side
of the panel the List of Call Disposition Statues are displayed . Agent can select the
disposition status for that call from the list of Dispositions as shown in figure.
After Call is disposed successfully , Neox Dial Center – Agent sets to “Resume state” where it
is ready to receive the next call.
Page 237 of 272

Figure 21:4 Customer Hang up scenario
Page 238 of 272

Figure 21:5 Hangup – Call Disposition list displayed
Agent Hangs Up the Call

If Agent Hangsup the call a message is displayed and on finish it is redirected to Call Disposition
List as shown in below Figure .
Page 239 of 272

Customer Hangs Up the Call

If Customer Hangsup the call a message is displayed and on finish it is redirected to Call
Disposition List as shown in the below Figure.
Page 240 of 272

Park Call
This is the Park Call button , It puts the Call on Hold.
Pause & Pause Codes

Pre-Requisites
In Neox Dial Center : Campaign Management -> New Campaign
Parameter Name : Agent Pause Codes Active – “y” or “Force”
Description
Agent Pause Codes Active – “Y”
Agent has an option to enter the Pause Codes after Pausing.
Agent Pause Codes Active – “Force”
As soon as the Agent clicks on Pause button , System will force to enter a Pause code ,
without entering the Pause Codes Agent can not close the dialog box.
Pause Button
Figure 21:6 Pause Codes Screen
Page 241 of 272

Resume
Click to Resume the System.
Record
Click to Record the Call.
Transfer
Click to transfer the Call.
Transfer has three Options :-

1. Transfering the Call to any other Ingroup.
2. Transfering the Call to an Agent.
3. Transfering the Call to External Number ( Not in the system ).
Page 242 of 272

Select the
ingroup to
Transfer
Figure 21:7 Transfer to an ingroup
Page 243 of 272

Figure 21:8 Transfer to an Agent
Figure 21:9 Transfer to External Number
Page 244 of 272

Phone Number
Pre-Requisites
In Neox Dial Center : Campaign Management -> Modify Campaign
Set Parameter Name : Manual Dial Override: “ALLOW_ALL”
Description
Phone Number textbox will be enabled only if Manual Dial Override is set to “ALLOW_ALL”.
Agent can dial a number manually. This number should not be in our System else Error
message would be flashed.
CDR View
Agent can view his own CDR. (same as Call CDR report ).
Figure 21:10 CDR view
Page 245 of 272

Active CallBacks
Agent can select the Disposition as Call Back as shown below in the figure.
Select Call
Back in
Disposition
Status
Click to
Submit
Figure 21:11 Disposition status for Auto call back
When the agent clicks on Submit, a Calander opens up where he can select the Date and
time for Call Back. It is mandatory to check on the ‘My Callback Only’ checkbox.
Page 246 of 272

Selecting Date
and Time for
Callback
Figure 21:12 Calander to schedule Auto Call Back
After clicking on Submit button, a link is shown as below which shows the number of call
backs scheduled.
Link showing
Active Callback
Figure 21:13 Agent screen showing Active Call Back
We can view the call backs by clicking on the link and a screen will open as shown below.
The agent can dial the customer by clicking on the Dial Link.
Page 247 of 272

Figure 21:14 View Current Auto Call Back
While clicking on Dial button, a new Lead Preview Text box is enabled , on clicking the Text
box , Agent can View the Lead and decide whether to Dial the Lead or Skip the Lead or trash
the lead. We can also view the previous call back information.
Figure 21:15 Manual Dial – Lead Preview Dial Next
Page 248 of 272

Lead Search Form

Pre-Requisites
In Neox Dial Center : Campaign Management -> Modify Campaign
Set Parameter Name : Agent Lead Search : “ENABLED”
Description
Agent can search the status of the lead by Phone Number , Phone Code , Country Code ,
First Name, Last Name, Comments and Feedback.
Figure 21:16 Lead Search Form
Lead Search Result
Figure 21:17 Lead Search Result
Page 249 of 272

5. Script is displayed here , the one you created in Neox Dial Center Script Management.
Script
Figure 21:18 Script
Page 250 of 272

22. Neox Call Flow : Scenario 1 Inbound

Calling
1. Create an ingroup to redirect the call to particular agent that is logged in to the Ingroup .i.e
Sales call gets redirected to the agent logged in to Sales ingroup.
Figure 22:1 Ingroup Creation Screen
Page 251 of 272

2. Create a Call Menu to redirect the customer using the IVR upon the option selected.
i.e Press 1 for Sales, Press 2 for support.
Figure 22:2 Call Menu creation screen
3. Now create a DID and select the Call Menu where the call should be routed.
Page 252 of 272

Figure 22:3 DID creation screen
4. If the Campaign type is Predictive, also go to Server ->Management and Enable the
Predictive Dialing Checkbox.
Page 253 of 272

5. Create a Campaign as shown below and also select the type of calling needed, i.e
Predictive, Preview, Inbound manual, Manual or Progressive as shown below.
Page 254 of 272

Figure 22:5 Campaign creation screen
For Campaign Type Preview select the Manual Preview Dial.
6. Select the Allow inbound option in the campaign and select the ingroups for that campaign
using the Edit Campaign option.
Figure 22:6 Campaign screen
7. Create a User Group and select the Campaign created above. Also in user group, select the
ingroup and campaign to be allowed to users of that group
Page 255 of 272

Figure 22:7 Usergroup creation screen
8. Create a user and Assign the user to the user group created above. In user again select the
ingroups to be allocated to that user as well as the rank of the ingroup.
Page 256 of 272

Figure 22:8 User creation screen
9. Create a Phone and while login to agent screen, associate the User with a phone.
Figure 22:9 Phone creation screen
Page 257 of 272

Figure 22:10 Login screen of Agent
10. On Login, the agent will be able to receive incoming calls on the DID set and the Ingroup
selected by the agent.
Page 258 of 272

23. Neox Call Flow : Scenario 2 Outbound

Calling
1. If the Campaign type is Predictive, also go to Server ->Management and Enable the
Predictive Dialing Checkbox.
2. Create a Campaign as shown below and also select the type of calling needed, i.e
Predictive, Preview, Inbound manual, Manual or Progressive as shown below.
Page 259 of 272

Figure 23:2 Campaign creation screen
For Campaign Type Preview select the Manual Preview Dial.
3. Select the Allow inbound option in the campaign and select the ingroups for that campaign
using the Edit Campaign option.
Figure 23:3 Campaign screen
4. Create a User Group and select the Campaign created above
Page 260 of 272

Figure 23:4 Usergroup creation screen
5. Create a user and Assign the user to the user group created above.
Figure 23:5 User creation screen
6. To upload a lead, create a List and then Upload a lead to the list. Map the custom fields
with that of the Lead.
Page 261 of 272

Figure 23:6 Lead uploading screen
7. Add the List to the Campaign as shown below
Figure 23:7 List selection on campaign
8. Create a Phone and while login to agent screen, associate the User with a phone.
Page 262 of 272

Figure 23:8 Phone creation screen
Figure 23:9 Agent Login screen
9. On Login the agent will be able to make outgoing calls using the Lead uploaded based on
the campaign type.
Page 263 of 272

Table of Figures
Figure 1:1 : Neox Dial Center Deployment .............................................................................................. 12
Figure 1:2 Admin Login Screen ................................................................................................................ 13
Figure 1:3 Screen of the Neox Dial Center Home Page ............................................................................ 14
Figure 2:1 User Group Listing ................................................................................................................. 17
Figure 2:2 Add new User Group ............................................................................................................... 18
Figure 2:3 Modify the User Group screen................................................................................................. 20
Figure 2:4 Modify User Group ................................................................................................................. 21
Figure 2:5 Delete User Group ................................................................................................................... 23
Figure 2:6 Show Campaign Listing .......................................................................................................... 24
Figure 2:7 Create New User...................................................................................................................... 25
Figure 2:8 Click to Modify a User ........................................................................................................... 27
Figure 2:9 Modify a User .......................................................................................................................... 28
Figure 2:10 Delete User screen ................................................................................................................. 30
Figure 2:11 Delete all Users screen........................................................................................................... 30
Figure 3:1 Show Campaign Listing .......................................................................................................... 32
Figure 3:2 Create a Campaign................................................................................................................... 33
Figure 3:3 Modify a Campaign Screen ..................................................................................................... 39
Figure 3:4 Modify screen for Campaign ................................................................................................... 41
Figure 3:5 Delete a Campaign screen ....................................................................................................... 45
Figure 3:6 Delete All Campaign screen .................................................................................................... 45
Figure 3:7 Campaign Listing for URL Popup ........................................................................................... 47
Figure 3:8 Create URL Popup config ....................................................................................................... 48
Figure 3:9 Enable URL Configuration ...................................................................................................... 48
Figure 3:10 Adding New URL Configuration........................................................................................... 49
Figure 3:11 Agent Login for URL parameters .......................................................................................... 53
Figure 3:12 Agent Home page showing URL configured ......................................................................... 54
Figure 3:13 Click to Modify URL ............................................................................................................ 55
Figure 3:14 URL configuration for Modification ..................................................................................... 55
Figure 3:15 Modify URL config ............................................................................................................... 56
Figure 3:16 Delete URL Event ................................................................................................................. 57
Figure 3:17 Campaign Listing for SMS API configuration ...................................................................... 58
Figure 3:18 Create SMS API .................................................................................................................... 59
Figure 3:19 Enable SMS Configuration .................................................................................................... 59
Figure 3:20 Add SMS API ........................................................................................................................ 60
Figure 3:21 Click to Modify SMS config ................................................................................................. 63
Figure 3:22 Modify SMS Config .............................................................................................................. 63
Page 264 of 272

Figure 3:23 Disabling SMS config............................................................................................................ 65

Figure 3:24 Modify a pause Code ............................................................................................................. 66
Figure 3:25 Create a new Pause Code ....................................................................................................... 67
Figure 3:26 View Pause Code from the List ............................................................................................. 67
Figure 3:27 Modify a pause Code ............................................................................................................. 68
Figure 3:28 Delete a Pause Code .............................................................................................................. 68
Figure 4:1 List Listing .............................................................................................................................. 70
Figure 4:2 View / Update a Lead .............................................................................................................. 71
Figure 4:3 Modify a particular Lead Record ............................................................................................. 71
Figure 4:4 Updating a Lead ...................................................................................................................... 71
Figure 4:5 Add New List Screen ............................................................................................................... 73
Figure 4:6 Modify the List screen ............................................................................................................. 75
Figure 4:7 Update List .............................................................................................................................. 76
Figure 4:8 Delete a List ............................................................................................................................. 78
Figure 4:9 Delete all List .......................................................................................................................... 78
Figure 4:10 Load a new lead screen .......................................................................................................... 80
Figure 4:11 Custom Layout selection screen ............................................................................................ 82
Figure 4:12 List Custom Field ................................................................................................................. 83
Figure 4:13 Create a custom list field ....................................................................................................... 84
Figure 4:14 Custom Add Field .................................................................................................................. 85
Figure 4:15 Create a Field Name .............................................................................................................. 86
Figure 4:16 Add a new Tab....................................................................................................................... 86
Figure 4:17 Create New Tab ..................................................................................................................... 87
Figure 4:18 Adding Custom Fields to the tab. .......................................................................................... 87
Figure 4:19 Copy Custom Field ................................................................................................................ 88
Figure 4:20 Adding a New DNC .............................................................................................................. 90
Figure 4:21 Delete a Number from DNC list ............................................................................................ 90
Figure 5:1 Script Listing ........................................................................................................................... 92
Figure 5:2 Create a new Script .................................................................................................................. 94
Figure 5:3 Click on Edit Button to modify a Script .................................................................................. 96
Figure 5:4 Modify a Script Screen ............................................................................................................ 97
Figure 5:5 Click to delete a Script............................................................................................................. 98
Figure 6:1 Call Time Listing ................................................................................................................... 100
Figure 6:2 Add a New Call Time ............................................................................................................ 102
Figure 6:3 Click Edit button to modify Call Time .................................................................................. 103
Figure 6:4 Modify Screen of Call Time .................................................................................................. 104
Figure 6:5 Delete Call Time.................................................................................................................... 105
Figure 6:6 Delete All Call Time............................................................................................................. 105
Page 265 of 272

Figure 6:7 List State Call Time ............................................................................................................... 108

Figure 6:8 Add a new State Call Time Screen ........................................................................................ 109
Figure 6:9 Click on Modify button to modify the State Call Time record .............................................. 111
Figure 6:10 Modify State Call Time screen ............................................................................................ 112
Figure 6:11 Delete State Call Time Screen ............................................................................................. 113
Figure 6:12 Delete All State Call Time Screen ....................................................................................... 113
Figure 7:1 Shift Listing Screen ............................................................................................................... 116
Figure 7:2 Add a New Shift screen ......................................................................................................... 117
Figure 7:3 Click to Modify Shift Screen ................................................................................................. 119
Figure 7:4 Modify Shift Screen............................................................................................................... 120
Figure 7:5 Delete Shift Screen ................................................................................................................ 121
Figure 7:6 Delete All Shift Screen .......................................................................................................... 121
Figure 8:1 Call Menu Listing .................................................................................................................. 123
Figure 8:2 Add a New Call Menu ........................................................................................................... 124
Figure 8:3 Click on Modify button to modify the Call Menu ................................................................. 127
Figure 8:4 Modify screen for Call Menu................................................................................................. 128
Figure 8:5 Delete Call Menu Screen ....................................................................................................... 129
Figure 8:6 Delete all Call Menus ............................................................................................................ 130
Figure 9:1 In-Group Listing .................................................................................................................... 132
Figure 9:2 Add a new Inbound Group .................................................................................................... 134
Figure 9:3 Click to update Inbound Group ............................................................................................. 138
Figure 9:4 Modify Inbound Group Screen .............................................................................................. 141
Figure 9:5 Play Place and Wait in Line ................................................................................................... 141
Figure 9:6 Play Place Action................................................................................................................... 143
Figure 9:7 Play place Action Call Menu ................................................................................................. 144
Figure 9:8 Delete an inbound group ........................................................................................................ 145
Figure 9:9 Delete all inbound groups ...................................................................................................... 146
Figure 9:10 Inbound DID Listing ........................................................................................................... 147
Figure 9:11 Add DID Screen .................................................................................................................. 148
Figure 9:12 Click on modify button to modify a DID record .................................................................. 151
Figure 9:13 Modify DID Screen ............................................................................................................. 152
Figure 9:14 Delete a DID ........................................................................................................................ 153
Figure 9:15 Delete all DID’s ................................................................................................................... 153
Figure 10:1 Agent performance report .................................................................................................... 156
Figure 10:2 Agent Activity report ........................................................................................................... 157
Figure 10:3 Agent Talk Time and Status ................................................................................................ 158
Figure 10:4 Agent Activity for this Time period..................................................................................... 159
Figure 10:5 Agent call summary report .................................................................................................. 160
Page 266 of 272

Figure 10:6 Inbound Report .................................................................................................................... 162

Figure 10:7 Inbound CDR Report ........................................................................................................... 163
Figure 10:8 Inbound Call Distribution Summary Report ........................................................................ 164
Figure 10:9 Inbound Activity Report ...................................................................................................... 165
Figure 10:10 Hourly Inbound Activity Report ........................................................................................ 167
Figure 10:11 Outbound report ................................................................................................................. 168
Figure 10:12 Outbound Call Stat ............................................................................................................ 169
Figure 10:13 Outbound hangup Stat ....................................................................................................... 169
Figure 10:14 Outbound Status Stat ......................................................................................................... 170
Figure 10:15 Outbound Agent Call Stat .................................................................................................. 171
Figure 10:16 Outbound List ID ............................................................................................................... 171
Figure 10:17 Outbound Call Status Stat .................................................................................................. 172
Figure 10:18 Outbound CDR Report ...................................................................................................... 173
Figure 10:19 Outbound Activity Report ................................................................................................. 174
Figure 10:20 Call CDR Report ............................................................................................................... 175
Figure 0:1 Voice Blaster CDR Report .................................................................................................... 176
Figure 11:1 Custom Report Listing ......................................................................................................... 178
Figure 11:2 View Custom Report ........................................................................................................... 179
Figure 12:1 ACL User Listing ................................................................................................................ 181
Figure 12:2 Add a New ACL User.......................................................................................................... 182
Figure 12:3 Modify ACL User ................................................................................................................ 184
Figure 12:4 Update ACL User ................................................................................................................ 185
Figure 12:5 : Delete ACL User ............................................................................................................... 186
Figure 12:6 Delete all ACL User ............................................................................................................ 187
Figure 12:7 ACL User Listing ................................................................................................................ 188
Figure 12:8 Create a new ACL Profile .................................................................................................... 189
Figure 12:9 Click to Edit ACL Profile .................................................................................................... 190
Figure 12:10 Modify Access Rights for User Profile ......................................................................... 192
Figure 12:11 Delete an ACL Profile ....................................................................................................... 192
Figure 12:12 Delete all ACL Profile ....................................................................................................... 193
Figure 12:13 User Profile Listing ........................................................................................................... 194
Figure 12:14 User Profile Binding Screen .............................................................................................. 196
Figure 12:15 Login through Manager Login ........................................................................................... 197
Figure 12:16 Modules of Manager as per access rights .......................................................................... 197
Figure 12:17 neoxuser login ................................................................................................................... 198
Figure 12:18 Modify ACL User Profile .................................................................................................. 199
Figure 12:19 ACL Profile Binding Screen .............................................................................................. 200
Figure 12:20 Delete a ACL User Profile Binding ................................................................................... 201
Page 267 of 272

Figure 12:21 Delete All ACL User Profile Binding ................................................................................ 201
Figure 13:1 Server Management Screen ................................................................................................. 203
Figure 14:1 List of Disposition Status..................................................................................................... 207
Figure 14:2 Add a New Disposition Status ............................................................................................. 210
Figure 14:3 Modify a disposition status .................................................................................................. 213
Figure 14:4 Update the disposition status ............................................................................................... 214
Figure 14:5 Delete a Disposition status ................................................................................................... 215
Figure 14:6 Delete All Disposition Statuses ........................................................................................... 216
Figure 15:1 Create a Newe Phone ........................................................................................................... 218
Figure 15:2 Add new phone .................................................................................................................... 219
Figure 15:3 Click to edit the record ........................................................................................................ 221
Figure 15:4 Modify screen for the phone record ..................................................................................... 221
Figure 15:5 Click to delete a phone record ............................................................................................. 223
Figure 15:6 Delete All Phones ................................................................................................................ 223
Figure 16:1 Bulk User – Usergroup Management .................................................................................. 225
Figure 16:2 User ingroup Management................................................................................................... 226
Figure17:1 Back Management screen ..................................................................................................... 227
Figure 17:2 Backup download and delete file ......................................................................................... 227
Figure 17:3 Download File ..................................................................................................................... 228
Figure 18:1 Customize GUI .................................................................................................................... 229
Figure 18:2 Output After custoimizing GUI in login page...................................................................... 230
Figure 18:3 Output after customizing in agent login screen .................................................................... 230
Figure 20:1 Dashboard ............................................................................................................................ 232
Figure 20:2 Dashboard II ........................................................................................................................ 233
Figure 20:3 Dashboard III ....................................................................................................................... 234
Figure 21:1 Agent Login Page ................................................................................................................ 235
Figure 21:2 Agent Home Screen ............................................................................................................. 236
Figure 21:3 Agents incoming call in queue ............................................................................................ 237
Figure 21:4 Customer Hang up scenario ................................................................................................. 238
Figure 21:5 Hangup – Call Disposition list displayed ............................................................................. 239
Figure 21:6 Pause Codes Screen ............................................................................................................. 241
Figure 21:7 Transfer to an ingroup ......................................................................................................... 243
Figure 21:8 Transfer to an Agent ............................................................................................................ 244
Figure 21:9 Transfer to External Number ............................................................................................... 244
Figure 21:10 CDR view .......................................................................................................................... 245
Figure 21:11 Disposition status for Auto call back ................................................................................. 246
Figure 21:12 Calander to schedule Auto Call Back ................................................................................ 247
Figure 21:13 Agent screen showing Active Call Back............................................................................ 247
Page 268 of 272

Figure 21:14 View Current Auto Call Back ............................................................................................ 248

Figure 21:15 Manual Dial – Lead Preview Dial Next ............................................................................. 248
Figure 21:16 Lead Search Form .............................................................................................................. 249
Figure 21:17 Lead Search Result ............................................................................................................ 249
Figure 21:18 Script ................................................................................................................................. 250
Figure 22:1 Ingroup Creation Screen ...................................................................................................... 251
Figure 22:2 Call Menu creation screen ................................................................................................... 252
Figure 22:3 DID creation screen ............................................................................................................. 253
Figure 22:5 Campaign creation screen .................................................................................................... 255
Figure 22:6 Campaign screen.................................................................................................................. 255
Figure 22:7 Usergroup creation screen ................................................................................................... 256
Figure 22:8 User creation screen............................................................................................................. 257
Figure 22:9 Phone creation screen .......................................................................................................... 257
Figure 22:10 Login screen of Agent ....................................................................................................... 258
Figure 23:2 Campaign creation screen .................................................................................................... 260
Figure 23:3 Campaign screen.................................................................................................................. 260
Figure 23:4 Usergroup creation screen ................................................................................................... 261
Figure 23:5 User creation screen............................................................................................................. 261
Figure 23:6 Lead uploading screen ......................................................................................................... 262
Figure 23:7 List selection on campaign .................................................................................................. 262
Figure 23:8 Phone creation screen .......................................................................................................... 263
Figure 23:9 Agent Login screen .............................................................................................................. 263
Page 269 of 272

Annexure a:
REGULATIONS FOR THE USA: FTC AND STATES
This section contains a brief overview of the technical issues involved in outbound dialing in the
USA. We will go over the USA Federal Government's FTC regulations for outbound telemarketing
to consumers and several states additional regulations on business-related calling. It is
important to note that several other countries also have regulations for outbound
telemarketing, the UK and Canada for instance have rules that are very similar to those of the
USA, including maintaining their own DNC lists. If you will be calling a country other than the
USA, then you should contact the regulatory authority responsible for regulating telemarketing
for more information on any restrictions that may apply to your type of business.
FTC REGULATIONS
In 2003, the FTC(Federal Trade Commission - a department of the USA federal government)
launched the federal Do-Not-Call list and initiated several new restrictions on outbound calling
by businesses for the solicitation of sales to consumers, called the Telemarketing Sales
Rule(TSR). There were also several provisions made to allow for the outbound calling to
consumers. These provisions, known as Safe-Harbor, must be followed for a company to remain
compliant when outbound telemarketing directly to consumers in the USA. We will only be
covering the technical-related issues here, but there are also several other issues such as
misrepresentation, fraud and record retention that we will not be detailing here. In August of
2008, the FTC issued a 111-page update to the TSR that changed a few of the provisions
including changing the drop rate average to being calculated for a 30 day time period instead of
daily. For more information, go to http://www.ftc.gov
FTC Federal Do-Not-Call List

The Federal Do-Not-Call list(DNC list), as of November 2007, has over 146,000,000 phone
numbers in it. This is an opt-in list that is free for consumers and is maintained by the FTC.
Companies who place outbound calls to solicit sales from consumers must filter their calling lists
against the DNC list at least once a month. Penalties for calling customers on this list can result
in thousands of dollars in fines for each violation and increased oversight from the FTC. To gain
access to the list you need to register with the FTC as a Seller company. The full national DNC list
with all area codes in it costs about $14,000 per year as of September, 2006. It is illegal to share
a list with another seller company or offer filtering services to other companies. There are also
some loopholes or ways around having to filter your lists against the DNC list:
- If your company has a prior business relationship with the consumer (in the last 18 months for
Page 270 of 272

purchase or 3 months for simple information inquiry).

- If you are calling on behalf of a non-profit organization or charity with no intention to sell
- If you are calling with a survey or poll without intention to sell
- If you are calling on behalf of a political campaign(but not to solicit donations)
FTC Safe Harbor Regulations

Safe Harbor regulations are a set of requirements that companies must follow to be able to use
automate dialing equipment to solicit business from consumers.
The first provision of Safe Harbor is that an outbound call must be transferred to an agent within
2 seconds of the customer finishing their greeting(“Hello, this is Bob”, 1, 2). If the call is not sent
to an agent in that time, the call is considered a DROP(or an “abandoned call”) and a company is
not allowed more than a 3% drop rate out of the total number of answered calls that they have
placed per campaign per 30-day period.
Page 271 of 272

Page 272 of 272

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License Agreement

Miscellaneous - The terms of this Agreement may be amended, waived, or modified by

©Copyright 2014-2015. All Rights Reserved

Document Release Details

Document Version: 1.1

1.1. STARTING THE NEOX DIAL CENTER SYSTEM ................................................................. 12

2. USER MANAGEMENT ...................................................................................................... 16

2.1. USER GROUP LISTING ..................................................................................................... 17

3. CAMPAIGN MANAGEMENT .......................................................................................... 31

3.1. CAMPAIGN MANAGEMENT.............................................................................................. 32

3.2.3. Modify a URL Popup Configuration ....................................................................... 55

4. LIST MANAGEMENT ....................................................................................................... 69

4.1. LIST LISTING ................................................................................................................... 70

5. SCRIPT MANAGEMENT .................................................................................................. 91

5.1. SCRIPTS LISTING ............................................................................................................. 92

6. CALL TIME MANAGEMENT .......................................................................................... 99

6.1. CALL TIME .................................................................................................................... 100

6.2. STATE CALL TIME ......................................................................................................... 107

7. SHIFT MANAGEMENT ................................................................................................... 115

7.1. SHIFT LISTING ............................................................................................................... 116

8. CALL MENU MANAGEMENT ...................................................................................... 122

8.1. CALL MENU LISTING .................................................................................................... 123

9. INBOUND MANAGEMENT ............................................................................................ 131

9.1. INBOUND MANAGEMENT .............................................................................................. 132

10. REPORT MANAGEMENT .......................................................................................... 154

10.1. AGENT REPORTS........................................................................................................ 156

10.1.2. Agent Activity Report ......................................................................................... 157

11. CUSTOM REPORTS ..................................................................................................... 177

11.1. CUSTOM REPORTS ..................................................................................................... 178

12. ACL MANAGEMENT................................................................................................... 180

12.1. ACL USER ................................................................................................................. 181

12.3.1. Show User Profile Binding ................................................................................ 194

13. SERVER MANAGEMENT ........................................................................................... 203

14. DISPOSITION STATUSES........................................................................................... 206

14.1. LISTING OF DISPOSITION STATUS .............................................................................. 207

15. PHONE MANAGEMENT ............................................................................................. 217

15.1. PHONE LISTING.......................................................................................................... 218

16. BULK OPERATIONS ................................................................................................... 224

16.1. USER – USERGROUP MANAGEMENT ......................................................................... 224

17. BACKUP MANAGEMENT .......................................................................................... 227

18. CUSTOMIZE GUI ......................................................................................................... 229

19. LOGOUT......................................................................................................................... 231

20. DASHBOARD................................................................................................................. 232

21. NEOX DIAL CENTER : AGENT LOGIN .................................................................. 235

Calls in Queue ...................................................................................................................... 237

Resume ................................................................................................................................. 242

22. NEOX CALL FLOW : SCENARIO 1 INBOUND CALLING.................................. 251

23. NEOX CALL FLOW : SCENARIO 2 OUTBOUND CALLING ............................. 259

ANNEXURE A: ......................................................................................................................... 270

 Supported RFCS are mentioned in the Annexure

Inbound Process - Automatic Call Distribution (ACD)

Outbound Service – Manual/Auto/Preview/Predictive Dialer

Neox Dial Center Deployment

Figure 1:1 : Neox Dial Center Deployment

1.1. Starting the Neox Dial Center System

1. Start your web browser, specify http://<<ipaddress/hostname>>:<<port>>/<<application-

Figure 1:2 Admin Login Screen

Navigation Panel Work Area

Figure 1:3 Screen of the Neox Dial Center Home Page

 Navigation Panel - Provides access to the various available Modules.

Dashboard Button , it redirects to the dashboard of the Neox Dial Center

Shows the Latest Version of Neox Dial Center

1.2. Modules of the Product