Mosaix v11 Producer

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This is the second edition of the Producer Users Guide, document number 90413-01, written for the Producer software. Mosaix, Inc. makes no representation or warranties with respect to the contents of this guide and disclaims any implied warranties or fitness for any particular purpose. Mosaix, Inc. reserves the right to revise this guide without obligation to notify any person or organization of such revision. If the supplied software is acquired by an agency or other part of the U.S. Government, the software and all its accompanying written materials are provided with Restricted Rights. Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subparagraph (c)(1)(ii) of the Rights in Technical Data and Workstation Program clause at 48 C.F.R. 252.227-7013 or in subparagraphs (c)(1) and (2) of the Commercial Computer Software - Restricted Rights clause at 48 C.F.R. 52.227-19, as applicable. All information contained in or disclosed by this document is considered confidential and proprietary by Mosaix, Inc. By accepting this material the recipient agrees that this material and information contained therein is held in confidence and in trust. All use, disclosure and/or reproduction of any part of this publication not specifically authorized by Mosaix, Inc. is prohibited. Copyright 1999 by Mosaix, Inc. All rights reserved. Campaign Control, Campaign Director, Campaign Monitor, Expert Calling, Intelligent Call Blending, Mosaix, Predictive Blend, and Searchlink are registered trademarks of Mosaix, Inc. Campaign Analyst, Campaign Analyst for the Enterprise, Campaign Editor, Campaign Manager, Campaign Monitor Tools, Guide, and Producer are trademarks of Mosaix, Inc. The following are trademarks or registered trademarks of their respective companies or organizations: Cool Edit, Creative Mixer, Ethernet, IBM, Microsoft, SoundBlaster, and Windows. Other products and brand names are trademarks or registered trademarks of their respective holders. Mosaix, Inc. P.0. Box 908, Redmond, WA 98052-6736. World Wide Web home page: http://www.mosaix.com
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Mosaix, Inc. grants you a non-exclusive, non-transferable license to use this copy of the program on the following terms.
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You may: permit use of the program concurrently on the number of server workstations and client workstations equal to the number of server and client workstation licenses purchased from Mosaix, Inc. or an authorized reseller for Mosaix, Inc.; and make copies of the program solely for archival or back-up purposes. You may not: permit other individuals to use the program except under the terms listed above; modify, translate, reverse engineer, decompile, disassemble, create derivative works based on or copy (except for archival purposes) the program or the accompanying documentation; rent, transfer or grant any right in the program or accompanying documentation in any form to any other person without the prior written consent of Mosaix, Inc.; and remove any proprietary notices, labels or marks on the program or accompanying documentation. Failure to comply with any of the above restrictions will terminate this license. This license is not for sale. Title and copyrights to the program and accompanying documentation and any copy remain with Mosaix, Inc.
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Mosaix, Inc. warrants that, for 90 days from the date of purchase, the media on which the program is furnished will be free from defects in materials and workmanship and that the software is properly recorded. Mosaix, Inc.s entire liability and your exclusive remedy under this warranty will be to replace the media. Except for the above express limited warranty, Mosaix, Inc. makes no warranties, express or implied, including without limitation the implied warranties of merchantability and fitness for a particular purpose, regarding the software. Mosaix, Inc. does not warrant, guarantee or make any representations regarding the use or the results of the use of the software in terms of its correctness, accuracy, reliability, currentness or otherwise. The entire risk as to the results and performance of the software is assumed by you. The exclusion of implied warranties is not permitted by some jurisdictions. The above exclusion may not apply to you.
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In no event will Mosaix, Inc. and its directors, officers, employees or agents (collectively Mosaix, Inc.) be liable to you for any consequential, incidental or indirect damages (including damages for loss of business profits, business interruption, loss of business information, and the like) arising out of the use or inability to use the software even if Mosaix, Inc. has been advised of the possibility of such damages. Because some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitations may not apply to you. Mosaix, Inc.s liability to you for actual damages from any cause whatsoever, and regardless of the form of the action (whether in contract, tort (including negligence), product liability or otherwise), will be limited to $1,000.
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The agreement constitutes the entire agreement between you and Mosaix, Inc. If any provision of this agreement is held invalid, the remainder shall continue in full force and effect. This agreement is governed by the laws of the state of Washington.
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About this Guide ............................................................................ix How This Guide is Organized ...............................................................ix

Where to Find More Information............................................................x
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Windows Features...................................................................................1 System Setup...........................................................................................2 System Configuration .............................................................................2 Application Definition ............................................................................3 Install Data ..............................................................................................3
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Understanding the Install Process...........................................................5 Understanding Status Codes ............................................................8 Data Synchronization ......................................................................8 Using Install Data ............................................................................9
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Planning ................................................................................................14 Defining Completion Codes .................................................................14 Clearing Completion Codes..................................................................15 Completion Codes Available for Agent Keys ......................................16 Next Steps .............................................................................................17
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Planning ................................................................................................19
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Contents
Defining Agent Keys............................................................................ 20 To define agent keys ..................................................................... 20 Agent Key Actions........................................................................ 22
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Message Types ..................................................................................... 26 Message Numbers ................................................................................ 26 File Names............................................................................................ 26 Planning................................................................................................ 27 Defining a Customer Message ............................................................. 28 Next Steps ............................................................................................ 29
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Queue Types and Names...................................................................... 32 Wait Queue Actions ............................................................................. 33 Planning................................................................................................ 34 Assigning Messages to a Queue Type.................................................. 35 To assign messages to an automated message queue ................... 36 To assign messages to an outbound wait queue............................ 37 To assign messages to an inbound wait queue.............................. 40 To assign messages to a transfer wait queue................................. 42 To assign a message to a virtual message queue .......................... 43
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Overview of Cool Edit ......................................................................... 47 Recording a Message ........................................................................... 48 Correcting Recording Settings ...................................................... 49 Editing Recorded Messages .......................................................... 50 Using Cassette Tapes to Record Messages .......................................... 50
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Using Outbound Calling Lists.............................................................. 53 Using Inbound Calling Lists ................................................................ 54 Planning................................................................................................ 54 Defining an Application ....................................................................... 55 Selecting an Application ...................................................................... 55
Contents
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Copying an Application ........................................................................56 Deleting an Application ........................................................................57
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Planning ................................................................................................59 Creating a Download File Definition....................................................60 Step One: Define Download Fields ...............................................61 Step Two: Define Special Formats ................................................63 Step Three: Define the Download File Structure ..........................70 Step Four: Define the Download Method......................................72
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Planning ................................................................................................80 Creating a Calling List Definition ........................................................80 Step One: Define Call Result Tracking .........................................81 Step Two: Define Calling List Fields ............................................83 Step Three: Define Calling List Preparation .................................84 Step Four: Define Calling List Update Settings ............................86 Step Five: Define Custom Processing ...........................................87 Step Six: Select a Message Map....................................................88 Step Seven: Define Calling List Processing Order........................89
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Planning ................................................................................................91 Defining an Inbound List ......................................................................92 Defining Input Fields.....................................................................92
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Planning ................................................................................................95 Creating an Upload File Definition ......................................................96 Step One: Define Upload Fields ....................................................97 Step Two: Define Special Formats ................................................99 Step Three: Define the Upload File Structure .............................104 Step Four: Define the Upload Method ........................................105 Step Five: Define the Upload Selection Criteria .........................109
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Contents
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Message Map Preparations..................................................................111 Planning...............................................................................................113 Defining a Message Map.....................................................................113 Selecting Message Maps .....................................................................116
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Defining File Transfer Routines..........................................................119 Viewing Event Schedules................................................................... 121 Defining an Event Schedule............................................................... 122 Command Parameters ................................................................. 123 Dialer Event Schedule Examples ....................................................... 125
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Producer Reports ................................................................................ 127 Generating Producer Reports ...................................................... 129 Data Install Reports............................................................................ 131 Out of Sync Report ..................................................................... 131 Install Report............................................................................... 132 Report Legend............................................................................. 133
Glossary ......................................................................................... 137
Index ................................................................................................ 149
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The Producer Users Guide is a task oriented guide. All the steps and information needed to complete a task are grouped together. Each section begins with an overview, followed by the procedures required to perform a particular task. You dont have to read the overview for the steps to make sense. If time is short and you need to complete a task, skip the overview and go right to the procedure you need. Each procedure contains the essential information you need to complete the task described. Each step begins with an action, such as choosing a command from a menu. Any additional explanation or related information appears immediately after the step. You can skip this descriptive information if you dont need it. Screen illustrations also provide examples of how a particular dialog box or window might look when you have completed your entries. The information in this guide complements the Producer training provided by Mosaix, Inc.
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The order of information in this guide generally follows the order that key tasks appear on Producer menus. There are a few exceptions to accommodate how customers typically perform tasks. Within each chapter, information also parallels the order you perform tasks. For example, in the Downloading Data chapter, tasks appear in the same order as the tabs in the Downloading window.
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Producer Users Guide
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In addition to this guide, you can get help by referring to the Producer online Help. There are a variety of ways you can find information in the online Help: Click the Contents tab to browse through topics by category. Click the Index tab to see a list of index entries. Either type the word youre looking for or scroll through the list. Click the Find tab to search for words or phrases that may be in a Help topic. Click the Help button for more information about the active dialog box or tab.
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Producer is the Mosaix Predictive Dialing System configuration tool. Producer 2.0 works with the Mosaix system version 11.0 or later and Campaign Director to make the system responsive to your changing needs. It allows you to: Create, edit, and record voice messages Add or edit completion codes Change agent key assignments Change download, calling list, and upload settings Specify processing schedules
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Producer lets you use your favorite Microsoft Windows features. You can access menus and other items by using the mouse or keyboard. You can open multiple windows and applications and easily switch between open windows. However, if you add or change a field in a window, you must save that window before the change is available to other windows. If you have another window open, you need to close it and reopen it to see the changes. For example, you add an agent key and realize that you need a new completion code. Open the Completion Code window and add the code. Save and close the Completion Code window. When you return to the Agent Keys window, the new code will not be available. You must close the Agent Keys window, then reopen it.
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The Producer database contains the configuration information required for the Mosaix system. To set up a system, the Mosaix system installer selects a systems features from various lists in Producer. Producer stores the selections in tables. This information includes settings such as the number of agent and supervisor licenses, the types of terminals used by the agents and supervisors, the type of phone system (including the number of inbound and outbound lines), and the file transfer protocol. This data defines the system and determines which Producer and Mosaix system features are available. When the installer completes the settings, he or she connects Producer to the Mosaix system and uses the Install Data feature to transfer the configuration to the system.
If you have more than one Producer system installed to configure the
same Mosaix system(s), you must have a shared database. Contact your Mosaix vendor for more information.
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After the installer completes the system setup, you and the installer review the Mosaix system configuration. The configuration applies to a specific Mosaix system and influences all applications on that system. System configuration includes the following tasks: Assigning call completion codes Defining agent keys Describing messages Assigning messages to wait queues Recording messages Setting up file transfers Scheduling processes
Introduction
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The third step is to define applications. In Producer, an application is a calling list and its associated files, such as download and upload definitions. Application definition includes the following tasks: Defining download and upload fields Defining file structure and transfer method Defining outbound calling lists and inbound lists
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Finally, when you finish the changes, use the Install Data feature to transfer the new settings to the Mosaix system. To prevent loss of data and operational problems, you should update Mosaix system files with Producer files only if the databases are the same (in sync). To ensure that the Producer database and the Mosaix system are in sync, Producer performs a data synchronization query.
If Producer displays a message informing you that your files are out of sync, contact your Mosaix vendor to determine which files have changed. Your vendor will tell you how to update your files. If you do not follow this procedure, Producer may overwrite your Mosaix system files with outdated information.
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Use Producer to modify and maintain configuration information for one or more Mosaix systems. The Mosaix system installer identifies each Mosaix system you will work with in Producer and enters the required setup information. Producer stores this information in tables. The information the Mosaix installer defines during system setup includes: Mosaix system number (used to identify the system you want to configure) Company name, address, and contact information Products (for example, Campaign Director, Agent API, or Guide) and features (for example, Record Edit or Managed Dialing) installed on the Mosaix system System configuration information (for example, agent and supervisor licenses, workstation software, phone lines, host application, and ACD type) Network information for Mosaix system components (for example, TCP/IP address, component name, and alias) Time zone information
When the installer has completed the settings, he or she transfers the information from Producer to the Mosaix system using the Install Data feature.
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When you enter or update information in Producer, you use the Install Data feature to transfer the information to the Mosaix system. The Install Data process performs three functions: Updates the Producer database with the results of the last set of files exported (using Install Data) to the Mosaix system.
If the files were installed successfully as an active configuration on the Mosaix system, the statuses of the exported files are changed from Pending to Live. If the files could not be installed, the statuses are changed from Pending to Complete. For more information about file statuses, see Understanding Status Codes on page 8. Performs data synchronization. Data synchronization ensures that the Mosaix system files have not been changed manually. For more information, see Data Synchronization on page 8. Exports configuration changes to the Mosaix system. When you choose the Install Data command, Producer displays the Export dialog box. Producer automatically selects files with a Complete status for export to the Mosaix system. You can clear Complete files from the transfer list and select In Process files for transfer. For more information, see Using Install Data on page 9.
Install Data
Install Data Process

Was last Install Data process successful?
Yes Producer Pending statuses changed to Live
No Producer Pending statuses changed to Complete
Producer and Mosaix system date and time stamps compared. Do they match?
Yes Producer sends selected files to Mosaix system and changes statuses to Pending
No Mosaix system settings imported to Producer as Live
Reboot Mosaix system Pending updates installed as active configuration
Contact Mosaix vendor to identify files that have changed
Note: If you continue with the export at this point, the selected Producer files overwrite your Mosaix system data.
Run Install Data with no files selected to verify previous file transfer was successful -- if so, Pending statuses changed to Live
Make necessary changes to Producer files and set status to Complete
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All Producer files have an assigned status code: In Process, Complete, Pending, or Live. Status codes help both you and Producer keep track of configuration changes. The following table describes how each status code is used.
In Process You assign this status when you save a file but arent ready to transfer the file to the Mosaix system. Producer assigns this status to files copied when you use the Application Copy command. For more information, seeCopying an Application on page 56. You assign this status when you save a file and want Producer to automatically select the file for transfer in the Export dialog box. Producer assigns this status to files when an Install Data transfer was unsuccessful. Producer assigns this status to files transferred to the Mosaix system. After the next Mosaix system reboot, Producer changes the status of Pending files to live if the transfer was successful or Complete if the transfer was unsuccessful. Producer assigns this status to files that have been successfully transferred to the Mosaix system.
Complete
Pending
Live
If you select a Producer file to edit that has a Live status, Producer
displays the View or Edit dialog box. Choose Edit to create a copy of the file.
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During data synchronization, Producer compares the date and time stamps of the active Mosaix system files with the date and time of the last synchronization. This determines whether any Mosaix files have changed since they were last synchronized with your Producer database. If data is in sync, no further action is required until the next Mosaix system reboot. Producer exports your selected files to a pending updates directory on the Mosaix system. Producer file statuses are changed to Pending. The pending updates are installed as the active configuration when you reboot your Mosaix system.
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Out-of-sync situations may occur if your Mosaix vendor has made changes to the files on the Mosaix system. If data is out of sync, a pop-up notification message appears. Producer copies the active Mosaix system files, overwriting Producers Live data with the new information. Contact your Mosaix vendor to determine which files have changed. Your vendor will tell you how to update your files. If you dont follow this procedure, Producer may overwrite your Mosaix system files with outdated information. After you make the necessary changes to match your Producer data to the current Mosaix system data, set the status to Complete and run the Install Data command again. This exports your corrections to the Mosaix systems pending updates directory. The corrected files are installed at the next Mosaix system reboot. Producer file statuses are changed to Pending. FaOamV ""m4^pma"apm Following the reboot, perform an empty install by running the Install Data command without selecting any files in the Export dialog box (clear any preselected files). This updates the Producer database to show whether the new files are successfully installed on the Mosaix system. If there were no errors during the installation, the Pending Producer files become the new Producer Live files. If a critical error was encountered, the Pending Producer files return to the Complete status, and the Mosaix system data remains unchanged.
It is recommended that you not edit Producer files while files with a
Pending status exist. Run an empty install, then edit files with Live or Complete statuses.
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When you select Install Data from the Data menu, the Export dialog box displays each file with a Complete or In Process status.
In a shared database environment, changes made to Producer files after you select the Install Data menu option can cause unexpected results or data corruption. Do not change Producer files until the export completes. Coordinate with other Producer users before running the Install Data command. Also, run the Install Data command for only one Mosaix system at a time.
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From the Data menu, choose Install Data. In the System field, select the Mosaix system you want. Producer displays a Processing System Initialization message box, then displays the install tree, which lists all the files with a Complete or In Process status.
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Select additional In Process files or clear Complete files by selecting the file name(s). When you complete your selections, choose OK. Producer displays the Export confirmation dialog box. If you are ready to complete the transfer, choose Yes. Producer notifies you that it will now update the status of the last files sent to the Mosaix system.
Choose OK.
Install Data
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If Producer and the Mosaix system are not in sync, a dialog box notifies you. Go to step 7. If there are no errors, a dialog box notifies you that synchronization is complete. Go to step 8.
Click OK, but do not continue with export. Stop and either contact your Mosaix vendor or research the data to determine which elements have changed since the last data synchronization. When there is a data synchronization error, Producer overwrites the Live data with the active Mosaix system information.
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Choose OK. The Beginning export dialog box appears. Choose OK. Producer exports your selected files to the pending updates directory on the Mosaix system. An Export confirmation dialog box appears.
Choose OK. At the next Mosaix system reboot, Mosaix installs these files as the active configuration used to process calls.
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After the next Mosaix system reboot, run an empty Install Data (do not select any files in the Export dialog box). Producer updates its Pending statuses to Live for each file that was successfully transferred during the last Install Data. If the transfer was unsuccessful, Producer changes Pending statuses to Complete.
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When a customer answers a phone call, the Mosaix system transfers the call to an agent. At the end of the call, the agent records the outcome by pressing an agent key. The system stores the result as a completion code. If the system does not pass the call to an agent, the Mosaix system generates the completion code. The Mosaix system documentation often refers to completion codes as release codes. The system uses completion codes to select records for calling and reports. The Mosaix system identifies completion codes by a code number, call result, and description. The call result is a short name that makes the code easier for agents to identify. The description provides campaign supervisors with a more complete description. Each system has one set of completion codes. There are two types of codes: system generated and agent generated. System codes are defined by the Mosaix system. You cannot change their description, call result, or code number. You can change the Allow Retries setting, which allows the system supervisor to use Campaign Director to set up automatic recalls. Some system codes are assigned to calls by the system, for example, BUSY or NOANSWER. These codes appear in the completion code list with an asterisk before their descriptions. A few system codes are available for use by agents, for example, CUSTHU (Customer hung up in queue). Agent codes are the completion codes that agents use during calling activities. Some Mosaix system documentation refers to agent codes as user codes. The Mosaix system includes some predefined agent codes which appear in the completion code list without an asterisk before their descriptions. You cannot change their description, call result, or code number. You can change the Allow Retries setting. Vendors use Producer to define the agent codes during the planning phase of your system setup. Because business needs change, you can also use Producer to add or edit codes after setup.
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When you need to create or modify completion codes, consider the following questions before using Producer: What types of agent call activity do you want to track (for example, successful sales, promises to pay, messages left)? What kinds of completion codes will agents use during a job? How do you want to select records for calling? What kinds of call result information do you want to include in reports? How will you set up your numbering scheme for completion codes?
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From the System menu, choose Completion Codes. In the Select System window, select the Mosaix system, then choose OK. If the system displays a Live or Pending status, Producer displays the View or Edit dialog box. Choose Edit to create a copy of the file.
In the Code Type box, select Agents codes. This limits the display to only agent codes. You must select Agents codes to add or modify completion code results and definitions.
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In the Display Order box, select Number or Keyword. In the Result column, select an unused code, then type a call result. The call result may contain up to 14 alphanumeric characters. Producer completes the Code Type box. In the Description box, type a description. In the Allow Retries check box, select the box to indicate yes. - or Leave the box blank to indicate no. When selected, the system supervisor can setup automatic recalls using Campaign Editor Phone Strategy. Typical call completion codes that use this parameter are BUSY and NOANSWER.
Completion Codes
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Repeat steps 5 through 7 for each code you want to add.
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From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you have completed all your changes and want the new file transferred to the Mosaix system, select Complete. If you are not ready to replace the Mosaix files, select In Process.
After you define and save an Agent code, you can modify the Result,
Description, and Allow Retries settings. If you change the Result field to change the meaning of the completion code (for example, from SALE to CALLBACK), it may affect Mosaix system statistics and reports.
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As your business needs change or you decide that you no longer need a completion code, you can clear one or more codes from the file.
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From the System menu, choose Completion Codes. In the Select System window, select the Mosaix system, then choose OK. If the system displays a Live or Pending status, Producer displays the View or Edit dialog box. Choose Edit to create a copy of the file.
In the Code Type box, select Agents codes.
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This limits the display to only agent codes. You must select Agents codes to clear completion code results and definitions.
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In the Display Order box, select Number or Keyword. Select the completion code that you want to clear. From the Edit menu, choose Delete Row. Producer replaces the Result and Description information with NOTUSED. Repeat steps 5 and 6 for each code you want to clear. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you have completed all your changes and want the new file transferred to the Mosaix system, select Complete. If you are not ready to replace the Mosaix files, select In Process.
When you clear a completion code, Producer automatically checks all
agent keys files for that code. Producer clears the code from each agent key file and lists the affected keys files. Edit the In Process or Complete copy of each listed keys file to assign a new completion code or clear the key.
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The following table lists the completion codes that you can assign to agent keys. Agents can then use the agent keys during a job to assign a completion code to a call.
p=F 16 "ddFd RINGING FOamaapm Ringing phone (passed to agent). This is a predefined system code that cannot be edited but may be assigned to an agent key. Customer hung up in queue (agent received an empty call). This is a predefined system code that cannot be edited but may be assigned to an agent key. Transfer release. This is a predefined agent code that can be edited and assigned to an agent key. Recall release. This is a predefined agent code that can be edited and assigned to an agent key.
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CUSTHU
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RECALL
Completion Codes
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FOamaapm These are unused completion codes that can be edited and assigned to agent keys. These are predefined Managed Dialing codes that can be assigned to agent keys.
35 89 90 51-85
CANCEL MANAGEDA MANAGEDB AGENT CODES
These are unused completion codes that can be edited and assigned to agent keys. These are predefined Searchlink codes that can be assigned to agent keys.
86 87 88 93 94 95 98
DONE CONTINUE SEND SOLD VERIFIED UNVERIFIED AORECALL
These are predefined Sales Verification codes that can be assigned to agent keys.
Agent Owned Recall. This is a predefined agent code that can be edited and assigned to an agent key.
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To enable agents to use new completion codes, you must assign them to a agent keys. For more information, see Agent Keys on page 19. After you install the new completion codes on the Mosaix system, you must make the same changes in Campaign Monitor and Campaign Analyst on each Campaign Director workstation.
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Agent keys are the computer function keys that agents use to complete tasks. Agents use these keys to record the result of a call or to start an action such as playing a recorded message for a customer, logging off the job, or switching screens. You can design one key set that is available to all jobs, or you can have multiple key sets. The supervisor uses Job Editor in Campaign Director to select the keys file for each job. You can use Producer to add or edit keys to meet your call centers changing needs. Agent keys are F1 through F12 or higher, depending on the type of keyboard. In addition to the function keys, you can assign key combinations to increase the number of available keys. For example, the agent can press and hold the Ctrl key or Alt key while pressing the function key.
Your agents may have one or more keys assigned to Cut and Paste
information. Do not use these key combinations for agent keys assigned in Producer. The key combination Alt + F4 is used by Windows and cannot be changed.
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When you need to add or modify agent keys, consider the following questions before using Producer: How many function keys are available on agent keyboards? What are the most frequently used completion codes or actions? Consider assigning these to a single function key rather than a key combination. If agents typically use more than one screen, can you designate the first few keys to go to a screen (for example, F2 displays screen 2)?
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Do you need one set of keys for all jobs or multiple sets? Can you take advantage of any mnemonic association with a code and a key? (For example, Ctrl+Shift+T plays an automated message containing a technical tip.)
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Agent keys can perform actions that are available on your Mosaix system such as releasing a call, transferring a call, displaying an agent screen, and logging an agent out of a job. See Agent Key Actions on page 22 for a list of predefined agent key actions. Depending on the selected action, you can also set up agent keys to assign a completion code to a record, display an agent screen, or play an automated message to the customer. The following illustration shows an example of the Agent Keys window.
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From the System menu, choose Agent Keys. In the Select System window, select the Mosaix system, then choose New. In the New dialog box, type a name and description for the key set, then choose OK.
Agent Keys
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Names may be up to 5 alphanumeric characters. The Mosaix system adds the prefix ag_ to the file name.
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In the Action box of an unused agent key, select an action. Producer displays NOTUSED in the Action box for unused keys. See Agent Key Actions on page 22 for a sample list of predefined agent key actions.
Make sure the key you select is not used for Cut and Paste. The Cut
and Paste key will display an action of not used because the Cut and Paste program is local to the agent workstation itself.
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In the Call Result or Screen Number box, select the Call Result, Screen Number, or leave the field blank. For example, if this agent key assigns a completion code to a record, select a call result from the list. If you selected Go To Screen in the Action box, select a screen number. If you selected an action that does not require a call result or screen number, such as Adjust ear volume, leave this field blank.
Some codes can be assigned to multiple keys.
If you want to assign this agent key to an automated message, select the message file in the Automated Message Assignment box. The drop-down list displays any messages you have assigned to Automated Message queues. For more information, see To assign messages to an automated message queue on page 36.
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Repeat steps 4 through 6 for each agent key you want to define. When you complete the set, choose Save from the File menu. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the new file transferred to the Mosaix system, select Complete. If you are not ready to transfer the file to the Mosaix system, select In Process.
To assign a new keys file to a job, use Job Editor in Campaign Director or the Job Run Verification screen in the Mosaix character-based interface. If you use the character-based interface, make sure the keys file you assign has a Live status on Producer.
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VFmF 4apm
The following table lists predefined agent key actions. Depending on how your system was set up, your Mosaix system may not have all of these agent key functions available.
4apm Adjust ear volume F4azapm Displays a window used to adjust the ear piece volume. (See your Mosaix system administrator to determine if this action is available on your system.) Displays a window used to adjust the mouth piece volume. (See your Mosaix system administrator to determine if this action is available on your system.) Displays a message on the system supervisor screen requesting assistance. Releases the outbound call and associated Mosaix record to an inbound or blend job, freeing the agent for another call. (See your Mosaix system administrator for available transfer methods.) Displays a window with a telephone keypad (if VLTERM is used). Displays a list of acceptable entries for the selected field. Dials the phone number in the selected field. Moves the cursor to a predetermined position on the screen.
Adjust mouth volume
Agent assistant key
Blind trans to INB
Dial pad enable
Display values Field call Go to first editable field Go to screen
Displays the selected screen on the agents workstation monitor. Select a screen in the Call Result or Screen Number column. Transfers the call and associated Mosaix record using the hookflash method and frees the agent for another call. (See your Mosaix system administrator for available transfer methods.)
Hookflash blind trans
Agent Keys
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4apm Hookflash supv trans
F4azapm Transfers the call and associated Mosaix record using the hookflash method but keeps the agent on the line with the customer. (See your Mosaix system administrator for available transfer methods.) Requests to remove the agent from the job (required for each key set). Releases the Managed job preview record without dialing. Dials the preview record during a Managed job before the preview time expires. Allows the agent to type a phone number for the Mosaix system to dial. Releases the customer from the phone line but retains the agents connection to the line to make a manual or field call. Marks the customers record as Do Not Call for all calling lists included in the jobs Do Not Call group. Indicates the key has no defined function. Places the call on hold. Reconnects the agent to the customer that he or she placed on hold. Redisplays the window without the agents entries. Codes the call and releases the customer connection (the record is still available). Codes the call and releases the agents connection with the customer and record. Releases the record, freeing the agent for another call. Displays the recall appointment window. Transfers the outbound call and associated Mosaix record to an inbound or blend job but keeps the agent on the line with the customer. (See your Mosaix system administrator for available transfer methods.)
Log out of job
Managed cancel call Managed dial ahead
Manual call
Manual hangup
Mark as Do Not Call
NOTUSED Place call on hold Re-connect headset
Refresh screen Release line
Release line and record Release record Set recall Supv trans to INB
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4apm Toggle Key Transfer call
F4azapm Switches between the host and the Mosaix system sessions. Transfers the call and frees the agent for another call. (See your Mosaix system administrator for available transfer methods.) Transfers the call using the trunk method but keeps the agent on the line with the customer. (See your Mosaix system administrator for available transfer methods.) Restores the last change in the current text field to its previous state.
Trunk transfer
Undo last change
F"VF
Messages are the digitized recordings that customers hear when they are on hold, waiting for an agent, during a Virtual Agent job, or when an agent plays a message. Messages-on-hold can serve a number of functions. They can assure callers that their calls have not been disconnected. They can prepare callers for the upcoming transaction, asking them to have credit cards and order numbers ready. They can answer frequently asked questions. (Great for help desks.) They can promote the business or advertise new products and services. There are three components to creating messages: Use the Message Text command on the System menu to assign the message file name, write the text of a message, assign it to a message type, and identify the message as a male or female voice or music. Although it is not mandatory to type the full text of the message, most companies find it helpful to have a written record of the text. In addition, it provides the words to read when you record the message. This chapter describes how to define message text. Use the Message Assignment command on the System menu to assign messages to wait queues. For more information, see Chapter 6, Message Assignments. Use the Message Recording command on the System menu to record and digitize messages. For more information see Chapter 7, Recording Messages.
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F"VFzF
Producer groups messages based on their intended use.
Automated Delivered when an agent presses a function key or during a Virtual Agent job Delivered to customers when they are on hold in an inbound wait queue Delivered to customers when they are on hold in an outbound wait queue Serves multiple purposes (available for all queue types)
Inbound
Outbound
Universal
F"VFh*F
You can record up to 1970 messages. However, most switches limit the total time for all messages to 35 minutes. The digital switch uses the message number to access the file. The voicemsg.cfg file on the Mosaix system links each message file with a message number. This allows the Mosaix system to refer to the messages by number rather than by file name. The message number refers to the files location on the Large Port Voice Card (LPVC).
adF"hF
Using Message Text, you define the file name, the text of the message, the message type, and the message gender for all of your messages. Give each message a unique name of up to eight characters. The name cannot contain any special characters. (Use only alphanumeric characters: A-Z and 0-9.) Do not type an extension. When you record the message, Producer adds an .AU extension. The file name identifies the sound file located on the Mosaix system.
Messages
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The following table lists examples of file names.

F"VFm"hF fwait1 F4azapm First outbound wait queue message recorded using a female voice First outbound wait queue message recorded using a male voice Second outbound wait queue message (female voice) Second outbound wait queue message (male voice) First inbound wait queue message (female voice) First inbound wait queue message (male voice) Agent key message (female voice). (pf is a standard designation for agent keys. It comes from the abbreviation for programmable function keys.) Agent key message (male voice)
mwait1 fwait2 mwait1 infwait1 inmwait1 fpf1
mpf1
d"mmamV
When you need a new message, consider the following questions before using Producer: What will be the text of the message? Many people find it helpful to write out the message. The recorded message and the message text should match. What is the purpose of the message and how will it be used? Will the message be recorded with a male or female voice or both? Whenever possible, have the same person record all messages to be used in a series. Will you have to remove a message to make room for this one? You are limited to 1970 digitized messages on the server. Could you use an existing message instead of creating a new one? Which queue will use the message? Have you defined file naming conventions to help you organize and identify messages?
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FOamamV" phFF"VF
Use the following procedures to create a message to play to customers. The message may be played to callers in a wait queue, customers that call when the business is closed, by an agent pressing a function key, or on a Virtual Agent job. If you want to link several messages or music, you need to create a script. See Chapter 7, Recording Messages, for more information about scripts.
p4pzp %ppap p4pmhBp dpm4hp p4pzp pmapphR p4pp
From the System menu, choose Message Text. The Select System window appears. In the Select System window, select the Mosaix system, then choose OK. The Message Text window appears. In Display Type, select a message type. Select a specific type to reduce the number of files displayed on the screen. Select All if you dont want to limit the display.
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In Display Order, select the sort order for the display. Select an unused message number. Unused message numbers display NOTUSED in the File Name box. (See line 17 in the illustration.)
In the File Name box, type a name for the message. The file name can be up to eight characters and follows DOS file naming conventions. Do not add an extension. Producer adds the extension .AU when you record and save the message.
Messages
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Special characters may not be used in this field (alphanumeric only). G n
In the Type box, select a message type (automated, inbound, outbound, or universal). In the Music or Voice box, select male or female. In the Contents box, type the text of the message.
Double-click the Contents box to display a larger text box in which to
view and type the entire message.

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From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the new file transferred to Mosaix system, select Complete. If you are not ready to transfer the file to the Mosaix system, select In Process.
FFz
After you define the message text, use Message Assignments on the System menu to assign the message to a queue type and, if desired, combine several messages into a script. Using a script, you can combine messages and music. You can control the amount of time between messages and the order in which the system plays the messages. See Chapter 6, Message Assignments, for more information. Before the system can use the message, you need to record it. You can use Message Recording on the System menu, or you can choose another method such as having the message recorded professionally. Whatever method you use, make sure you save the recorded message file with an .AU file extension. See Chapter 7, Recording Messages, for more information.
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F"VF aVmhFm
After you create the message text files, use the Message Assignment window to assign messages to queue types and set up scripts. A script is a series of messages that customers hear in the inbound, outbound, or transfer wait queues. You designate the order in which the Mosaix system plays the messages. You can choose to play music or have silence between messages. A script may also consist of a single message. The following examples show how messages are combined to make a script. *pm="aFF "hzdF
s
Hold the line please. I have a call for this number. 5 second pause Start Looping. (This loop begins with line four. The system will repeat all lines below the start looping statement for the length of time listed in the Job Editor in Campaign Director.) Sorry to keep you waiting. Im still trying to connect. 5 second pause Still trying, hold please. 5 second pause Still trying to connect. Thank you for waiting. 8 second pause
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Thank you for calling <company name>. A representative will be with you shortly. 5 second pause Your call is important to us. Please hold for the next available representative.
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T Q G n
7 second pause Please continue to hold. A representative will be with you momentarily. 7 second pause Start Looping. (This loop begins with line eight. The system will repeat the message and music as many times as you set in the Job Editor.) Thank you for holding, please continue to wait. Music ph"F=F"VF "hzdF
This script consists of a single message that the system plays when an Agent presses a function key. Please call your sales representative for information about a special offer.
FFzF"m="hF
When you choose Message Assignments, you must first select the Mosaix system and queue type you want to configure. Producer groups queues into five types based on how the Mosaix system uses them. Each queue type can use specific message types. Before you define message assignments, create your message using the appropriate message types.
FFzF Automated F4azapm F"VFzF
Used for messages that the agents play Automated Universal to customers using an agent function key Outbound Used to assign messages that the Automated Mosaix system plays to customers in outbound wait queues and to answering Universal machines Used to assign messages that the Mosaix system plays to customers in inbound wait queues Inbound Universal
Outbound
Inbound
Message Assignments
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Transfer
Used to assign messages that the Mosaix system plays to customers in transfer wait queues Used to assign messages that the Mosaix system plays to customers during Virtual Agent jobs (jobs that deliver messages without agent intervention)
Inbound Universal Automated Universal
Virtual
When you create a new queue assignment, you type a label and a description. Producer copies the label and description to the script.hlp file. The label identifies the file in the telephny.spt file. (For a new system installation, Producer creates the telephny.spt file and sends it to the Mosaix system for installation.) Queue names may have up to seven characters and must be unique to the wait queue type.
"aFF 4apm
The wait queue actions available depend upon the type of wait queue. The following table lists the wait queue actions, provides a description, and lists the wait queue types where each may be used.
4apm Deliver Message F4azapm FFzF
Plays a recorded message. You select the Automated, Outbound, name of the message file. The file may Inbound, Transfer, Virtual contain voice or music. Specifies how long to wait between messages. You select the amount of delay (silence) in seconds. Outbound, Inbound, Transfer
Pause
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Start Looping
Instructs the Mosaix system to repeat the Outbound, Inbound, wait queue actions that follow. You must Transfer follow this command with a Deliver Message statement. Use Job Editor to set the maximum time a caller can stay in the queue. Instructs the Mosaix system to wait for a Outbound, Inbound voice response to verify that the caller or called party is still on the line. If the person responds, the script continues. If not, the Mosaix system disconnects the line.
Voice Response
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When you need a new script, make the following decisions before using Producer: What is the purpose of the script? For example, will you be promoting a new product or encouraging a caller to keep holding? What queue will use the script? How long will you allow a caller to stay in the wait queue? How many messages do you want and will they repeat if the caller stays in queue? What will be the text of the messages? Do you already have some of the messages recorded? Will messages be recorded with a male or female voice or both? Whenever possible, all messages that will be used in a series should be recorded by the same person. Will you use any message maps? For example, do you want to play different message based on the customers zip code or account type? Will callers hear music or silence between messages?
Message Assignments
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aVmamVF"VFp"FFzF
Assigning a message to a queue type makes it available to the Campaign Director supervisor. You use Job Editor to select the script file and set the maximum time a caller can be in the wait queue. If you design a script that repeats a set of messages (Start Looping), the maximum wait queue time determines how many times the set repeats.
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From the System menu, choose Message Assignments. The Select System and Display Queue Type window appears.
%pdpRpppzp p4mppp hpay zd4php4p 4mhpmypp pdpRpappzp pppppapymp4 mphp4p4mhpm ypppdpRpapp zp
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In the System box, select the Mosaix system. In the Display Queue Type group box, select the type of queue. Your choice determines the type of assignment window Producer displays. Choose New. In the New dialog box, type a file name and a brief description of the file, then choose OK. The message assignment window appears. Because each queue has different requirements, there is a window for each queue type. For a list of steps to complete a specific assignment, see the appropriate sections in this chapter: To assign messages to an automated message queue, see page 36. To assign messages to an outbound wait queue, see page 37.
36
To assign messages to an inbound wait queue, see page 40. To assign messages to a transfer wait queue, see page 42. To assign a message to a virtual message queue, see page 43.
p"aVmhF"VFp"m"ph"F=hF"VFFF
The system plays an automated message when an agent presses a function key. For example, an agent could play a recorded message that answers a specific technical question. The following illustration shows an example of an Automated Messages window.
(pypda pmdy 4mm4 hp4p h4z %pdpRp hp4pp ph zd4 |py4dy hp4p h4z 4mpa}
The Mosaix system can play only one message for each function key. s T
From the System menu, choose Message Assignments. In the Select System and Display Type window, select the Mosaix system. In the Display Type box, select Automated, then choose New. In the Automated Messages-Message Assignment-New dialog box, type a name and description for the file. Type up to seven characters for the message assignment name. Choose OK. For automated message queues, your only option is Deliver Message. Producer completes all the boxes except File Name.
Message Assignments
37
Use the Message Field box only if you are using message mapping. Select the name of the field that will contain the message number after preprocessing. See Chapter 13, Message Mapping, beginning on page 111 for more information. In the File Name box, select the message you want the system to play. If you are using message mapping, select a default message to play if no matches are found for the source values you specified in the message map. From the File menu, choose Save. The Save dialog box appears. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the new file transferred to the Mosaix system, select Complete. If you are not ready to replace the Mosaix file, select In Process.
If you have not completed all the required fields, Producer will not
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save the file. It displays a message box prompting you to complete the required fields.
p"aVmhF"VFp"mp*pm="aFF
You can assign messages that customers hear while on hold in an outbound wait queue. You can also define a message to play if an outbound call reaches an answering machine. The following illustration shows an example of an Outbound Wait Queue window.Use the Message Field box only if you are using message mapping. If you are not using message mapping assign a message in the File Name box only. If you are using message mapping, select the calling list field that is linked to the message number assigned by the message map. Assign a default message in the File Name box.
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p4pzd4pa pmR4ddp4Rp4m 4mpmh4Rmp |hp4pypdayp hp4ph4zpmd} hp4pzd4pa php4pzd4pa %Rzpzp4yph zpm

s T
From the System menu, choose Message Assignments. In the Select System and Display Queue Type window, select the Mosaix system. In the Display Queue Type box, select Outbound, then choose New. In the Outbound Wait Queue-Message Assignment-New dialog box, type a file name and description. Type up to seven characters for the message assignment name. Choose OK. Select the Allow automated message for answering machines check box if you want to assign a message to play when an outbound call reaches an answering machine. Because the only acceptable action is to deliver a message, Producer completes all fields except the file name. Select the name of the message file. Producer completes the Music or Voice box and Contents fields.
Select the Allow calls to be placed in a wait queue check box if you want to use this option. Producer displays five new lines for the script. In the Wait Queue Action box, select the first action to take when a caller enters the queue. Typically, the first action is Deliver Message.
Message Assignments
39
Use Message Field box only if you are using message mapping. Select the name of the field that will contain the message number after preprocessing. See Chapter 13, Message Mapping, beginning on page 111 for more information. In the File Name or Delay box, select the name of the message file. If you are using message mapping, select a default message to play if the message map does not assign a message number. (This could occur if no matches were found for the source values you specified.) Producer completes the Music or Voice box and Contents box based on the information in the selected file.
ss
Select the next wait queue action. For example, you can specify a pause between wait queue messages or select recorded music to play.
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In the File Name or Delay box, select the file name or pause time. Repeat steps 11 and 12 for each additional wait queue action.
To repeat one or more actions, select Start Looping in the Wait Queue Action box, then select the actions you want to repeat.
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From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the new file transferred to the Mosaix system, select Complete. If you are not ready to replace the Mosaix file, select In Process.
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p"aVmhF"VFp"mam*pm="aFF
You can define a message or series of messages that callers hear while waiting in an inbound queue. The following illustration is an example of an Inbound Wait Queue window.
hp4p
Rpm pzp4yph
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From the System menu, choose Message Assignments. In the Select System and Display Queue Type window, select the Mosaix system. In the Display Queue Type box, select Inbound, then choose New. In the Inbound Wait Queue-Message Assignment-New dialog box, type a name and description for the file. Type up to seven characters for the message assignment name. Choose OK. Producer displays five new lines for the script. In the Wait Queue Action column, select the first action to take when a caller enters the queue. Typically, the first action is Deliver Message. Use the Message Field box only if you are using message mapping. Select the name of the field tha will contain the message number after preprocessing. See Chapter 13, Message Mapping, beginning on page 111 for more information. In the File Name or Delay column, select the name of the message file. If you are using message mapping, select a default message to play if the
Message Assignments
41
message map does not assign a message number. (This could occur if no matches are found for the source value you specified.) Producer completes the Music or Voice box and the Contents box based on information in the selected file.
n
s ss
Select the file name or pause time. Repeat steps 9 and 10 for each additional wait queue action.
s s
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p"aVmhF"VFp""mOF"aFF
You can define messages customers hear when they are placed in a wait queue when their call is transferred. The following illustration is an example of a Transfer Wait Queue window.
hp4pzd4pa pddpm hp4ppzp4
s T
From the System menu, choose Message Assignments. In the Select System and Display Queue Type window, select the Mosaix system. In the Display Queue Type Box, select Transfer, then choose New. In the Transfer Wait Queue-Message Assignment-New dialog box, type a name and description of the file. Type up to seven characters for the message assignment name. Choose OK. Producer displays five new lines for the script. In the Wait Queue Action column, select the first action to take when a caller enters the queue. Typically, the first action is Deliver Message. Use the Message Field box only if you are using message mapping. Select the name of the field that will contain the message number after preprocessing. See Chapter 13, Message Mapping, beginning on page 111 for more information. In the File Name or Delay column, select the name of the message file. If you are using message mapping, select a default message to play if the
Message Assignments
43
message map does not assign a message number. (This could occur if no matches are found for the source values you specified.) Producer completes the Music or Voice box and the Contents box based on information in the selected file.
n
s ss
Select the File Name or pause time. Repeat steps 8 and 10 for each additional wait queue action.
s s
p"aVm"hF"VFp"a"dhF"VFFF
In Virtual Agent jobs, the system places calls and delivers messages without agent intervention. You can define a message to play when the system reaches an answering machine, a message to play for a live answer, or both.
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The following illustration is an example of an Virtual Wait Queue window.
&pp4ph zd44hp4p pmp4Rp4m 4mpmh4Rmp pdppRpp pp4ppdayp 4hp4ph4zXdp 4hpyp4mpm 44Bdphp4p
s T
From the System menu, choose Message Assignments. In the Select System and Display Queue Type window, select the Mosaix system. In the Display Queue Type Box, select Virtual, then choose New. In the Virtual Wait Queue-Message Assignment-New dialog box, type a name and description of the file. Type up to seven characters for the message assignment name. Select the Play automated message for answering machines check box to play a message when the job reaches an answering machine. Use the Message Field box only if you are using message mapping. Select the name of the field that will contain the message number after preprocessing. In the File Name or Delay box, select the message you want to play. If you are using message mapping, select a default message to play if the message map did not assign a message number. (This could occur if no matches were found for the source values you specified.) Producer completes the Music or Voice box and Contents box. Select the Play automated message for live answer check box to play a message when the job reaches a live answer. Producer completes the Music or Voice box and Contents box. From the File menu, choose Save.
Message Assignments
45
In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the new file transferred to the Mosaix system, select Complete. If you are not ready to replace the Mosaix file, select In Process.
save the file. It displays a message box prompting you to complete the required fields. After the messages are defined, assigned, and recorded, use Job Editor in Campaign Director to assign a script to a specific job. If the script contains an instruction to repeat the message set (Start Looping), use the Wait queue limit setting in Job Editor to set the maximum amount of time a call will stay on hold. F"VF aVmhFm zp p Each time you transfer a Message Assignment to the Mosaix system, Mosaix adds it to the telephny.spt file. In addition to the lines you create, Mosaix adds lines of code to complete the assignment. The telephny.spt file on the Mosaix system may not exceed 1500 lines. When the telephny.spt file exceeds 1500 lines, you must TAKE IMMEDIATE ACTION to correct the error. If you do not fix the problem, the next time your Mosaix system reboots, Mosaix may fail to start jobs, or it may start jobs but not deliver messages beyond line 1500. After completing the changes, use Data Install to export Message Assignments to the Mosaix system. For more information, see Understanding the Install Process on page 5. To reduce the number of lines in the telephny.spt file, do one or more of the following: Delete Message Assignments that you no longer use.
You must delete all statuses of a message assignment (Complete,
Pending or Live) to remove it from the telephony script file.

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From the System menu, choose Message Assignments. In the Select System and Display Queue Type window, select the system. Select a Display Queue Type. Select the file you want to delete.
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Q G n s ss
Click Delete. Repeat steps 4 and 5 for each status of a message assignment you want to delete. Repeat steps 3 through 6 for each message assignment you want to remove from the telephony.spt file. From the Data menu, choose Install Data. In the Export window, select the Mosaix system. On the install tree, verify that Producer automatically selected Message Data. Click OK. Producer begins the data install process. The message data transferred to the Mosaix system is installed at the next Mosaix system reboot. Open a Message Assignment that has a Live status. In the View or Edit dialog box, select Edit. Reduce the number of lines in one or more of the files. Consider using a Start Looping statement instead of playing multiple messages. Remember Mosaix adds lines to each Message Assignment. You need to allow for these lines when reducing the Message Assignment. When you complete your changes, from the File menu, choose Save. In the Save dialog box, choose Complete.
Modify one or more of the Message Assignments that you exported.

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Contact your Mosaix vendor for assistance.
F4p=amVF"VF
Your recorded voice messages must be digitized for the Mosaix system to use them. You have several options for creating digitized messages. You can record the messages yourself and send them to a third party to be digitized. You can use a service bureau to record and digitize the messages, or you can use Cool Edit provided with Producer. When the message is ready for use, store it in Producers message subdirectory. (The directory is usually producer\message\<system_id>.)
You can record a message at any time in the process.
The method you choose depends upon your resources. If you will have a large number of recordings, or you do not believe that you have anyone with an appropriate voice, you may want to use a service bureau. Some companies use service bureaus so they can match regional accents. You may find that digitizing the recordings is too time consuming and you want to only make the recordings. Another option is to make recordings yourself as a way of testing the content, and then have them professionally recorded when you are happy with the content.
If you use a service bureau to record and digitize the messages you must
specify the message format found under Recording a Message on page 48. The service bureau can provide the file through the network, floppy disk, or cassette tape. If a cassette tape is to be used, please refer to Using Cassette Tapes to Record Messages on page 50. For more information see Overview of Cool Edit in the following section.
FaFpO ppd =a
Cool Edit is a sophisticated application that allows you to record, digitize, and edit professional quality messages. With Cool Edit software and an appropriately configured computer, you can digitize sounds from either the microphone or a
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48
cassette tape deck. Once you have digitized the message, you have full editing, filtering, and noise reducing capabilities to achieve high quality messages. Cool Edit has online Help and a users manual in Microsoft Word format. The manual is in Producers Help directory. The following is a summary of the steps for recording and digitizing a message. For a more detailed explanation, please see the Cool Edit documentation. The following illustration is an example of a Cool Edit window.
F4p=amV"F"VF
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From the System menu, choose Message Recording. Producer opens the Cool Edit window. From the Cool Edit File menu, choose New. The New Waveform window appears. In the New Waveform dialog box, select the following settings. 7EQTPI 6EXI 'LERRIPW 6IWSPYXMSR 1SRS FMX
Recording Messages
49
Mosaix requires a sample rate of 8000. T
Choose OK.
pF4amVF4p=amVFamV
While you speak into the microphone, the input meter fluctuates. (The meter is at the bottom of the Cool Edit window.) You want the loudest part of the message to almost, but not quite, reach the right side of the meter. If the level goes too high, the box at the right end of the meter will turn from black to red.
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While you speak, adjust the control for the microphone. Once the recording is at the correct level, select Stop on the Cool Edit window. Clear the waveform by double-clicking it, then press the Delete key. If the box at the right end of the meter turned from black to red, click it to reset it to black. Click Record. Begin speaking into the microphone. Click Stop when the message is complete.
p"F^FhF"VF
s
From the File menu, choose Save As. In the List Files of Type, select Next/Sun (*.AU). In the Directories list, select the message subdirectory for your Producer system.
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The directory is usually producer\message\<system_id>. The subdirectory message\<system_id> is required.

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Name and save the file. The file name must be the same as the message text file with an .AU extension.
=aamVF4p=F=F"VF
After you digitize the message, you can edit the waveform to clear the silence before and after the message.
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Highlight the portion of the waveform you want to delete. Press the delete key. Cool Edit permanently deletes that portion of the waveform. If you want to do advanced editing or use some of Cool Edits special effects such as noise reduction, please refer to the Cool Edit Users Manual.
amV "FF"zFpF4p=F"VF
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After recording a message onto a cassette, connect the tape deck output to the sound card input port. From the System menu, choose Message Recording. Producer opens the Cool Edit window. From the Cool Edit File menu, choose New. In the New Waveform dialog box, select the following settings: 7EQTPI 6EXI 'LERRIPW 6IWSPYXMSR 1SRS FMX
Select the Creative Mixer window. Set the vertical slides that control the volume of each input and output device. In Cool Edit, choose Record. Press the play button on the cassette tape player.
Recording Messages
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In Cool Edit, click Stop when the message is complete.
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From the File menu, choose Save As. In the List Files of Type, select Next/Sun (*.AU). In the Directories list, select the message subdirectory for your Producer system. The directory is usually producer\message\<system_id>. Name and save the file. The file name must be the same as the message text file with an .AU extension.
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In Producer, an application is an association of calling lists and download and upload file definitions. When you create an application, you specify either an inbound or outbound calling list. The Application menu contains the tasks necessary to define an application and its associated files, such as download and upload definitions. You download host information to an outbound calling list. Typically, this download is provided in the form of a data file, received by the Mosaix system from the host computer. You upload either inbound or outbound calling lists to transfer information gathered from calls to the host.
The field layout you define on Producer must match the layout of the data
file received from the host computer. Check your work carefully.
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The Mosaix system prepares the data file received from the host computer. It checks for records that are duplicated or that contain invalid telephone numbers, and marks those records as ineligible for calling. At the end of each remaining record, the Mosaix system appends empty data fields. These data fields will contain information about the activities completed during your daily calling operations. For example, the data fields will store the agents login name, the results of the call, and the duration of each call. Marking the ineligible records and adding the system fields changes the host computer data file into a Mosaix calling list. The Mosaix system uses the calling list to make phone calls, to display customer information on agent screens, and to save the results of calls.
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The Mosaix system identifies each outbound calling list as list followed by a number up to 500 (for example, list1).
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The format of the customer records stored in your inbound list varies depending on the type of business you do and how you interact with your host computer. If your agents work directly with a host computer, your inbound list may contain only a single custom field. Agents use the information in this field to query the host computer for an account record. This field should uniquely identify each record in the data base. Typical fields for this purpose are ACCTNUM and PHONE1. In a standalone system where no host is available, the format of the inbound list may be similar to your outbound calling list. However, the fields contain no data, because their function is to accept new information gathered during calling activities. The Mosaix system identifies each inbound list as inbnd followed by a number up to 500 (for example, inbnd1).
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When you need to create a new application, consider the following questions before using Producer: Will this application be used with an inbound or outbound calling list? If you have more than one Mosaix system, which system will use this application? What fields may be needed in addition to the downloaded data file fields, for your agents to be productive?
When you add new applications or change existing applications using
Producer, it does not automatically update your Mosaix system reports (such as the Reject Record and Days on Mosaix reports). You can use PC Analysis or Campaign Analyst to design similar reports or contact your Mosaix vendor to update your system reports.
Applications
55
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From the Application menu, choose Application Definition. The New Application dialog box appears. In the System box, select the Mosaix system. In the List # box, type a unique number. In the List description box, type a description of the application. Application descriptions are limited to 40 alphanumeric characters. In the Type box, select the type of application (outbound or inbound). From the File menu, choose Save. The new application appears in the Current Applications list.
Because you can use Producer on more than one Mosaix system, you
must first select the appropriate Mosaix system before you begin.
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Because you can use Producer to define more than one application, you must select a calling list name before you begin a task. When you choose the Download, Calling List Format, Inbound List Format, or Upload command from the Application menu, the Select Application dialog box appears.
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There are several types of Select Application dialog boxes, but they all serve the same purpose. If the dialog box has a Display filter group, you can limit the dialog box display to a particular completion status.
From the System list, select a Mosaix system. Select the application you want. Choose OK.
If you have many applications in one Producer database, you can limit the
display to a specific completion status. In the Display filter box, select the file status you want to include. (Selected buttons appear recessed.) You cannot select In Process and Complete separately; they are always a pair. To clear a selection, select the status again. For more information about file statuses, see Understanding Status Codes on page 8.
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You can copy an application to a new application name on the same Mosaix system or to another Mosaix system. When you copy an application, Producer copies the download, calling list or inbound list, upload, and file processing definitions from one application to another.
Applications
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Producer copies each definition in the following preference order: In Process, Complete, Pending, Live. All definitions in the new application are assigned an In Process status. For example, if there is an In Process download definition, Producer copies it to the new application. If there is a Complete download definition (but no In Process definition), the Complete definition is copied to the new application and assigned a status of In Process.
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From the Application menu, choose Application Copy. Under Existing Application Lists, select the Mosaix system that contains the application you want to copy. Select the application name you want to copy. Under New Application list, select the Mosaix system to which you want to copy the application. Type a unique number for the application. Type a description for the application. From the File menu, choose Save.
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You can also delete applications. Deleting an application deletes all download, calling list, upload, and file processing information for that application. It also deletes the processed calling or inbound list on the Mosaix system the next time you use the Install Data feature. The Mosaix system stores a copy of the deleted
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list for up to seven days. Depending on the size of the backup list and other data on the system, available hard disk space might be limited.
Be careful when deleting an application. You cannot undo this action. s T Q
From the Application menu, choose Application Delete. Select the Mosaix system that contains the application you want to delete. Select the application name you want to delete. From the Edit menu, choose Delete Row. Producer displays a message asking you to confirm the deletion. Choose OK.
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The download process transfers data from the host computer to the Mosaix system where it is converted to an outbound calling list. Use the download feature to set up the file formats and file transfer details used to transfer files from the host computer to the Mosaix system. You download information from the host to a Mosaix calling list in either ASCII or standard IBM (EBCDIC) file format. Using the download feature, you provide the Mosaix system with three sets of information. You provide information about the layout of the host data file and the field attributes of each record. You describe the format, block size, and file structure used in the host data file. You define how the data transfer occurs. You can load host data onto the Mosaix system using FTP or tape. (If your Mosaix system is currently set up to use a host gateway, you can select the host gateway transfer method.)
In each download, you must include the host fields the Mosaix system uses to select records, to display on agent screens, and to include in Mosaix system reports. Include at least one phone number. Gather the necessary format and file transfer information from your system administrator.
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When you need a new download definition, consider the following questions before using Producer: Which fields from the host file do you want to download? What is the format of the host file information? Is there any special formatting you want to apply to the downloaded data? 59
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How do you want the data displayed in the calling list? What is the file and record structure of the host data? What download method do you use (FTP or tape)? Which fields will you want on the agents screens? Which fields will you need to select records? Which fields will you want for Mosaix system reports? Which fields will you need for record keeping or order processing?
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Use Download on the Application menu to tell the Mosaix system which fields the host will download and to define the format for each download list. The Download window has three tabs: Fields, Structure, and Method.
Downloading Data
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Before you create a download definition, you must define an application.
For more information, see Applications on page 53.
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Use the Fields tab to specify the information you want to download from the host. For example, the host file may contain information ranging from the customer name and account number to the date of the last purchase and balance due. You may want to download only some of this information to your calling list. The following illustration shows an example of the Download Fields tab.
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From the Application menu, choose Download. In the Download - Select Application window, select the Mosaix system. Select the application, then choose OK. In the Field Name box, type the name of the first field in the download. Fields names may be up to 15 alphanumeric characters, including underscores (_) but no other special characters or punctuation. Names appear in uppercase.
In the Type box, select the type of information that appears in this field. Data types are Text, Date, Money, Numeric, Phone, or Time. If you select Phone, Producer automatically sets the field name to PHONE1, PHONE2, and so on. If a field contains both alpha and numeric characters, select Text as the data type. You may also select Text for all numeric data if it is not used in any calculation.
In the Length box, type the number of characters in the field. If you define a special format on the Format tab that increases or decreases the number of characters in the field, Producer adjusts the field length in the calling list. For more information, see Step Two: Define Special Formats on page 63.
Select the Same Start check box if this field uses the same data as the previous field. For example, if the previous field contains both the area code and phone number, type 3 in the Length field and select the Same Start check box to place the area code in a separate field when it is downloaded. For more information, see Using Same Start following this procedure.
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Type a description of the field. Choose the Special button if you want to apply special formatting to the field. For more information, see Step Two: Define Special Formats on page 63. Repeat steps 4 through 9 for each field you want to download. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the download definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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You can use the same information to populate different fields. The following illustration shows how to create one field for the complete phone number and another field for just the area code. In the example, PHONE1 contains the 10-digit phone number. The AREACODE field takes the 3-digit area code from the PHONE1 field. Because Same Start is selected, AREACODE and PHONE1 display the same value (21) under Start. Notice that the field following the AREACODE field begins at the end of the longer field (PHONE1).
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The Mosaix system requires the entire phone number (area code,
exchange, and line) in a single field. If you need to break out the area code, exchange, and line in separate fields for other purposes, use the Special Format, Merge feature. For more information, see To define merged fields on page 69.
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You can apply special formatting to fields downloaded from the host to meet Mosaix system requirements. Use the special format feature to define the following: How you want the Mosaix system to display the data What information you want to force into a selected field How to convert specific values of a field to different values Fields you want to combine into a single field
In most cases, you define only one of these special formatting features for
a field.
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p=FOamFzF4a"dOaFd=Oph"amV Use the Format tab to define how you want host data displayed in the calling list. For example, you can add dashes to a phone fields format or add a decimal point to a dollar value. The Host format and Dialer format drop-down lists contain commonly used special formats. You can select from these lists or type your own formats, including literal characters. The following illustration shows an example of the Format tab in the Special Format window.
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On the Download Fields tab, select the field you want, then choose the Special button. The Special Format window appears.
Select the Host field only option if you dont want to copy this field
to the calling list (for example, FILLER1).
In the Host format box, select or type the format of the data in the host record.
The items available in the Host and Dialer format boxes depend on
the fields data type. For more information, see Using Special Field Formatting following this procedure.
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In the Dialer format box, select or type the format that you want the data displayed on the Mosaix system. Choose OK.
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Producer uses the following symbols to represent specific types of characters or information.
""zF Text, Phone Number, Money Date h*pd @ # $ MM DD YY CC F4azapm Alphanumeric characters and phone numbers Numeric, with leading zeros Numeric, without leading zeros, left justified digits Month Day Year Century (Use in the host and dialer formats when the host download file includes the century digits.) Century (Use in the dialer format to insert the century digits calculated by the Switch Year feature.) Century (Use in the dialer format to insert 19 before the two digit year.) Century (Use in the dialer format to insert 20 before the two digit year.)
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If you define a special format that inserts a character into a field, you must insert a space in the host format that corresponds to the new character in the dialer format. For example, to insert a decimal point into a money field, type the host format with a space where you want to locate the decimal point (###### ##). Type the decimal point in the dialer format ($$$$##.##). If your Mosaix system is year 2000 compliant, you need to define how to handle the century digits for date fields. Use one of the following methods: If a host download file contains eight-digit date fields that include the century, use the symbol CC to define the century digits in the date format. If a host download file does not include the century digits in date fields and the Switch Year feature is set up on Producer, use the symbol NN to define the century digits in the date fields dialer format. If Producer isnt set up to use Switch Year, you can define specific century digits that you want the Mosaix system to insert into a date field. For example, if you insert 19 into a date fields dialer format, the Mosaix system will insert 19 into that date field in every record of the calling list.
Producer does not require you to insert spaces in the host format to
represent inserted century digits in the dialer format.
Downloading Data
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The following table lists examples of how to use special formatting for downloads, including sample host and dialer data.
p ph" @@@ @@@ @@@@ (phone number) #### ## #### ## MM DD YY CCYY MM DD YY MM DD MM DD YY a"dF ph" @@@-@@@@@@@ $$$#.## $$##.## MM/DD/YY MM/DD/CCYY MM/DD/NNYY MM/DD/NNYY p "" 2065554259 a"dF "" 206-555-4259
059095 000995 061898 19980618 980618 061805
$590.95 $09.95 06/18/98 06/18/1998 06/18/1998 a 06/18/ 2005<Superscript>a 06/18/1998 06/18/2005 10.20.50 123-45-6789
YY MM DD MM DD YY HH MM SS @@@ @@ @@@@ (social security number)
MM/DD/19YY MM/DD/20YY HH.MM.SS @@@-@@-@@@@
980618 061805 102050 123456789
E8LI I\EQTPI MW FEWIH SR E W[MXGL ]IEV ZEPYI SJ
p=FOamFOaFd=OaddFamOph"apm Use the Insert Data tab to define information you want to force into a selected field. For example, you can fill a field with dashes or asterisks.
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On the Download Fields tab, select the field you want, then choose the Special button. In the Special Format window, choose the Insert Data tab. In Fill info, type the information you want to force into the selected field. The Mosaix system inserts into the field exactly what you type. For example, if you want to fill a five-character field with asterisks, type five asterisks.
Choose OK.
p=FOamF="""md"apm Use the Translate tab to identify specific field values you want to convert to different values. For example, you can convert ZIP codes to cities.
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On the Download Fields tab, select the field you want, then choose the Special button. In the Special Format window, choose the Translate tab. Choose the Append button. In the Host data box, type the data as it appears in the host field.
Leave the field blank to represent a null field. Press the spacebar to enter
a space character.
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In the Dialer data box, type the data you want in the downloaded field.
Leave the field blank to represent a null field. Press the spacebar to enter
a space character.

Repeat steps 3 through 5 for each data pair you want to define. In the Dialer default field, type the default value you want to use when the host field contains a value that doesnt appear in the Host data list.
Downloading Data
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This is an optional entry. The calling list uses this value if no match is found between the host field value and values in the Host data list. If you leave this field blank, the calling list field is left empty when no match is found.
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Choose OK.
p=FOamFhFVF=OaFd= Use the Merge tab to identify fields you want to combine into another field. You must define the download fields that you want to combine before you can define the merge field.
Add the merge field on a row below the download fields that you want to merge. It is recommended that you add merge fields below all download fields.
The following illustration shows how to merge the data from three fields in another field. For example, the area code, exchange, and line number have each been defined as separate fields on the Download Fields tab. You define the fourth field (PHONE1) for the complete phone number and use the Special Format Merge feature to combine the values from the area code, exchange, and line number fields. The Merge tab would be similar to the following screen.
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On the Download Fields tab, select the field you want, then choose the Special button. In the Special Format window, choose the Merge tab. In the Available host fields list, select the first field you want to merge, then choose the > button. Repeat step 3 for each field you want to merge. Producer merges the field data in the order listed in the Merge fields list. Choose OK.
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When you define a merged field, no Start and End Positions are
calculated on the Fields tab. For more information on defining fields see Step One: Define Download Fields on page 61.
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Use the Structure tab to provide the Mosaix system with information about the host file structure and size. The Mosaix system uses this information to read the host data and process the download file. If your Mosaix system is year 2000 compliant and your Producer system supports the Switch Year feature, use the Structure tab to set a switch year value. The Mosaix system uses this number to convert the year in a date field from two to four digits. If a downloaded two-digit year is greater than or equal to the switch year, the Mosaix system inserts 19 into the century position of the date. For values less than the switch year, the Mosaix system inserts 20 into the date. For example, if the switch year value is 30 and the downloaded year value is 95, the Mosaix system inserts 19 (1995). If the downloaded value is 05, the Mosaix system inserts 20 (2005). Define a switch year value based on your data and business needs. Consider how far beyond the year 2000 your data extends. If you use the Switch Year feature, you must also define special formats for your date fields. See To define special field formatting on page 64 for more information. Complete the fields that apply to this download. Required fields are noted in the applicable step. The following illustration shows an example of the Download Structure tab.
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Downloading Data
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In the Download window, choose the Structure tab. If necessary, in the Record Size box, type the size of one host record. By default, Producer displays the ending position for the last field defined on the Fields tab. This field must contain an entry.
In the Block Size box, type the size of the buffer in which the records are stored. By default, Producer displays the record size. However, the Mosaix system converts the data more efficiently when you increase the block size. This value must be a multiple of the Record size entry and less than 32,000. If you are unsure what to enter, multiply the record size by 10. This field must contain an entry.
In the Blocks Read box, type the number of blocks to read. Producer displays a default value of 1. The recommended setting is 10. Blocks Read multiplied by Block Size (the number of bytes that the Mosaix system reads before processing the data) must not exceed 32,000. If Blocks Read is too high, the Mosaix system converts no records and displays no error statements. This field must contain an entry.
Producer does not automatically update the Structure tab if you
change the record length on the Fields tab. You must type the new Record Size, Block Size, and Blocks Read settings to reflect the new record length.
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In the Skip Records box, type the number of bytes in the host file to skip before beginning data conversion and writing. In the Read Bytes box, type the number of bytes to convert and write. In the Switch Year box, type a two-digit year number. Complete this field if your Mosaix system is year 2000 compliant and your Producer system supports the Switch Year feature. In the Terminator box, select the value (null or space) to place in every blank position for all fields in each record. In the Character Set box, select the data type (ASCII or EBCDIC) of the host file. This field must contain an entry. In the Case Conversion box, select the method to use to handle type case. The default is UPlow (leave case as is). Other options are UPPER (convert all characters to uppercase) and lower (convert all characters to lowercase).
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Select the Remove carriage return check box to remove carriage returns from each record. Select the Remove line feed check box to remove line feeds from each record. In the Custom Executable box, type the name of the custom download process for your system (optional). From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the download definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Method tab to identify the transfer method for this download. You can choose from these download methods: Select FTP if you want the Mosaix system to control the FTP transfer. Select Anonymous FTP if you want the host system to control the FTP transfer. Your network must have TCP/IP to use the FTP transfer method. Select Host Gateway if your system is currently set up for host gateway transfers.

If your system currently uses the host gateway transfer method,
dont select and save a different method. This can cause your system to lost existing host gateway settings. If you want to define a new download, contact your Mosaix vendor to complete the host gateway setup. Select tape if you use 9-track tape for data transfers.
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For Anonymous FTP, the host system transfers the download file to the specified Mosaix system directory at a specified time.
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From the Application menu, choose Download. In the Download - Select Application window, select the system. Select the application, then choose OK. Choose the Method tab, then select Anonymous FTP. Select Append to Calling List if you want to append the downloaded records to the current calling list. For example, you can add records to the end of the current list rather than overwriting those records.
If you continually append records to the existing calling list, the list can eventually become larger than the available storage space on the Mosaix system. To prevent this, you should occasionally overwrite the existing list.
In the Raw Data File box, type the full path name and file name in which to store the downloaded file on the Mosaix system. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the download definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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p=FOamF"m =pmdp"= For FTP downloads, the Mosaix system checks the specified host directory at a specified time for the download file and retrieves it. The following illustration shows an example of the Download Method - FTP tab.
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From the Application menu, choose Download. In the Download - Select Application window, select the system. Select the application, then choose OK. Choose the Method tab, then select FTP. Select Append to Calling List if you want to append the downloaded records to the current calling list. For example, you can add records to the end of the current list rather than overwriting those records.
In the Server Name box, type the system name or IP address for the host computer.
If you enter the system name, it must be defined in the hosts file on
the Mosaix system. Contact your Mosaix vendor if you are uncertain about this.
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In the Logon box, type the logon user name for the host computer. In the Password box, type the logon password for the host computer. In the Host File box, type the path and file name of the host data file you want to download.
Downloading Data
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In the Raw Data File box, type the full path name and file name in which to store the downloaded file on the Mosaix system (for example, /usr/vl/xfer/ rcvfile1.raw). From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the download definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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p=FOamF"^pV"F"=pmdp"= If your download is set up to use a host gateway to transfer host information to the Mosaix system, select the host gateway download method. Contact your Mosaix vendor to complete the host gateway setup.
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From the Application menu, choose Download. In the Download - Select Application window, select the Mosaix system. Select the application, then choose OK. Choose the Method tab, then select Host Gateway. Select Append to Calling List if you want to append the downloaded records to the current calling list. For example, you can add records to the end of the current list rather than overwriting those records.
Contact your Mosaix vendor to complete the host gateway setup. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the download definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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p=FOamF""zF=pmdp"= If you use 9-track tape to transfer host information to the Mosaix system, use the Download Method - Tape tab to define transfer information. The following illustration shows an example of the Download method - Tape tab.
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From the Application menu, choose Download. In the Download - Select Application window, select the Mosaix system. Select the application, then choose OK. Choose the Method tab, then select Tape. Select Append to Calling List if you want to append the downloaded records to the current calling list. For example, you can add records to the end of the current list rather than overwriting those records.
In the Density box, select the tape density. Producer lists the following options: /dev/rmt/2hsn /dev/rmt/2msn high density tape low density tape
In the Label box, select the type of tape header (IBM or none). If you select IBM, the Mosaix system skips the header information at the beginning of the file.
From the File menu, choose Save.
Downloading Data
77
In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the download definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Calling List feature to define the processing and formatting that takes place when the Mosaix system converts downloaded host data into a Mosaix outbound calling list. An outbound calling list contains records from the host computer that are used for outbound calling. Typically, there is a record for each customer the Mosaix system will contact during a job. Using the Calling List feature, you provide the Mosaix system with seven sets of information: Use the Features tab to set up how the Mosaix system tracks call result information for due diligence. Use the Fields tab to define the calling list record format by adding custom fields to the downloaded and Mosaix system fields. Use the Prepare tab to select the processing activities that take place before calling begins. Use the Update tab to define the update processing that the Mosaix system applies when it compares a new calling list with the previous days calling list. Use the Custom tab to select calling list processing programs designed specifically for your system. Use the Message Map tab to link message maps to the calling list. Use the Ordering tab to specify the order in which the processing tasks you have selected will run.
You must define these sets of information for each outbound calling list.
Before you create a calling list definition, you must define an application. For more information, see Chapter 8, Applications.
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80
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When you need to create a calling list definition, consider the following questions before using Producer: What fields do you want the Mosaix system to add for tracking calling activities? If you are using message mapping, what fields do you need to add for message maps? Which field do you want to use for duplicate checking? What call results do you want to track? Do you want to index the calling list? Do you want to mark records as not callable after they have been on the Mosaix system for a specified length of time? If so, how long? If you download host records on consecutive days, do you want to update the returning records with the previous days results? Are there custom processes you want to run against this calling list? In what order do you want your custom processes to run?
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Use Calling List on the Application menu to create a calling list definition. The Mosaix system uses this information to convert downloaded host data into a Mosaix outbound calling list. (To define an inbound list, use the Inbound List Format feature, described in Chapter 11, Inbound Lists.)
Calling Lists
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When creating a calling list definition, complete the Calling List tabs in
order from left to right.
Define call result tracking
Define calling list fields
Define calling list pre-processing
Define calling list updates
Define custom processing
Define message maps
Define processing order
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Use the Features tab to identify the call results you want the Mosaix system to track for due diligence. Due diligence, also called post-update, is an optional feature that the Mosaix system uses to track the number of call attempts to a record. For each call attempt, the Mosaix system tracks the date, time, and call result for the number of phones selected. It is particularly helpful to industries that are required to contact a customer a minimum number of times before taking an action. For example, some institutions cannot refer a past due account to a
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collection agency until the institution has made four unsuccessful attempts to contact the delinquent account.
To use this feature, Due Diligence must have been selected during
Producer system setup. Contact your Mosaix system installer if fields on the Features tab are disabled. The following illustration shows an example of the Calling List Features tab.
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From the Application menu, choose Calling List. In the Calling List - Select Application window, select the Mosaix system. Select the application, then choose OK. Producer displays the Calling List window with the Features tab selected. Select the Maintain calling activity history check box. Select Ignore subsequent attempts or Overwrite initial attempts. If you select Ignore subsequent attempts, the Mosaix system tracks only the number of attempts selected. If you select Overwrite initial attempts, the Mosaix system overwrites the calling activity history on the oldest attempt with the results of the most recent attempt after the selected number of attempts has been reached.
Select the number of phone fields (up to 4) in the calling list that you want to track. A minimum of 2 phone fields is required. Select the number of attempts (up to 5) to call a record. A minimum of 2 attempts is required.
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Select each completion code for which you want to track calling activity history. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Fields tab to display information about all fields in the calling list and to define custom fields, which are placed between the host fields and Mosaix-added fields. For example, you may want to add a comment field that agents use to type any call information that doesnt fit into other fields, or define an empty Message Field for a message map. The following illustration shows an example of the Calling List Fields tab.
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You can select the type of calling list fields you want to view.
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p=azd" Host data fields only (defined in Download window) Custom fields only Mosaix-added fields only
To display fields defined using the Download feature, choose
Refresh Calling List from the Edit menu.

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In the Calling List window, choose the Fields tab. Under Display by Calling List Source, select the Input option to define custom fields. In the Field Name box, type a name for the custom field, up to 15 alphanumeric characters. Field names may contain underscores (_), but no other special characters or punctuation.
In the Type box, select the data type for this field. Field type options are Text, Date, Money, Numeric, Phone, or Time. If a field contains both alpha and numeric characters, select Text as the data type. You may also select Text for all numeric data if it is not used in any calculation.
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In the Length box, type the number of characters in the field. In the Description box, type a brief description. Select the Enable Data Transfer check box if you want to transfer the data in this field during a voice and data transfer. Repeat steps 3 through 7 for each custom field you want to define. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the calling list definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Prepare tab to specify how a calling list is processed, tracked, and reported. For example, you can define duplicate and reject record checks, ZIP Code conversion to area codes, and calling list record indexing.
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The following illustration shows an example of the Calling List Prepare tab.
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In the Calling List window, choose the Prepare tab. In the Duplicate Entry and Reject Records box, select Remove duplicate records to enable this feature. In Duplicate Field, select the field to use to identify duplicate records. Typical choices are the ACCTNUM or PHONE1 field. To exclude records meeting specific criteria: In the Field box, select a field name. In the Value box, type a field value. If the field contains this value, the record is marked as not callable.
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To index the calling list, select the Index calling list check box, then select a unique key field. This provides faster record access for processes such as Record Edit or Campaign Batch Update. A typical field choice is ACCTNUM.
To perform a ZIP-to-area code conversion, select the Insert area code based on ZIP Code check box, then select the ZIP Code field.
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Select this option when your ZIP Code data is more accurate than your area code data. You must have a current ZIP Code to area code database installed on the Mosaix system.
To track the number of days a record has been on the Mosaix system, select Calculate consecutive days on system, then define the following: In the Sort field box, select a unique field to use to match records between the new calling list and the previous calling list. A typical field choice is ACCTNUM. In the Maximum Consecutive days box, select the number of days that a record can remain on the system before it is marked as old. In the Days in Work Week box, select the number of days in the call centers work week. To mark records identified as old as not callable, select Delete records reaching maximum days. The Mosaix system places a D (delete) in the records STATUSFLAG field when it has been on the system for the defined maximum consecutive days.
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From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the calling list definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Update tab to specify the update criteria for this calling list. Use this feature when you download host records on consecutive days and want to update the returning records with the previous lists results.
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The following illustration shows an example of the Calling List Update tab.
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In the Calling List window, choose the Update tab. Select Update List to enable the update feature. In the Match on Unique Field box, select the key field that identifies a record for update. Typical choice is ACCTNUM or other unique field. In the Selectable Fields box, select the field(s) you want to update and press the > button. To select multiple fields, hold down the Ctrl key and click the field names. Select the Results to Track check box for each completion code you want to track. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the calling list definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Custom tab to define custom processing for the calling list. You can add or remove processing programs that have been designed specifically for your system.
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The following illustration shows an example of the Calling List Custom tab.
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Not all Mosaix systems have this option. s
In the Calling List window, choose the Custom tab. In the Available Calling List Processing list, select the custom processing you want to add. To select multiple processes, hold down the Ctrl key and click the items you want.
Choose the > button to move the selected item(s) to the Selected Calling List Processing list.
To remove processes from the list, select the item(s) and choose the <
button.
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From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the calling list definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Message Map tab to link message maps to this calling list.
Calling Lists
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The following illustration shows an example of the Calling List Message Map tab.
In the Calling List window, select the Message Map tab. A drop down menu lists the names of all defined message maps. Click Append to add more message maps. Select the message map(s) to associate with this calling list. Message maps must appear in the order (top to bottom) they will be used.You can move your choices up or down or delete lines. Save your selections.
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Use the Ordering tab to define the order for all processing on this calling list. You can change the order of the custom processing you select.

You can also change the standard processing order. However, this
may interrupt the calling list processing before it is complete or destroy the calling list. You cannot remove time zone processing.
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The following illustration shows an example of the Calling List Ordering tab.
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In the Calling List window, choose the Ordering tab. Select the item you want to move. From the Edit menu, choose Move Up or Move Down to move the item up or down in the list. Repeat steps 2 and 3 for each item you want to move. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the calling list definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Inbound lists are templates that contain fields but no data. You create inbound lists for Intelligent Call Blending systems. The inbound lists store data about the type of calls your system receives. Agents complete data fields and the information can be uploaded to the host. When you define an inbound list, you assign a number to it; Producer automatically adds the prefix inbnd (for example, inbnd1 or inbnd2). You define one set of data for each inbound list, including a unique identifier for accessing the records on the host and uploading the records to the host. The unique identifier is usually an account number. In addition, you define the fields that appear on agent screens and reports.
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When you need to create an inbound list definition, consider the following questions before using Producer: Will agents work directly on your host computer (interactive system)? If the system is interactive, what is the query field? Will you use the Mosaix system as a standalone system? Which fields do you want to retain for account records? What release codes will agents use? Which fields does an agent need to efficiently serve the caller? What information do you want in reports?
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The format of the customer records stored in your inbound list varies depending on the type of business you do and how you interact with your host computer. If your agents work directly with a host computer, your customer records may contain only a single custom field. Agents use the information in this field to query the host computer for an account record. This field should uniquely identify each record in the database. Typical fields for this purpose are ACCTNUM or PHONE1. In a standalone system, the format of the customer records may be similar to your outbound calling list. However, many of the fields are empty because agents use these fields to collect information during calling.
You must create an inbound application before you can define an inbound
list. For more information about applications, see Chapter 8, Applications.
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After you create an inbound application, you define the inbound list format. The following illustration shows an example of the Inbound Calling List window.
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From the Application menu, choose Inbound List Format. In the Select Application dialog box, select the Mosaix system and application, then choose OK.
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Under Display by Calling List Source, select the Input option. In the Field Name box, type a field name of 15 alphanumeric characters or fewer. Field names may contain underscores (_) but no other special characters or punctuation.
In the Type box, select the field type. Field type options are Text, Date, Money, Numeric, Phone, and Time. If a field contains both alpha and numeric characters, select Text as the data type. You may also select Text for all numeric data if it is not used in any calculation.
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In the Length box, type the maximum number of characters allowed in this field. In the Description box, type a brief description of the field. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the download definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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The upload process transfers data stored in inbound and outbound calling lists to your host. Use the upload feature to set up the file formats and file transfer details used to transfer files from the Mosaix system to the host computer. Using the upload feature, you provide the Mosaix system with four sets of information. You provide information about the layout of the host upload file and the field attributes of each record. Typically, you upload some or all of the fields included in the calling list. You describe the format, block size, and file structure in the upload file. You define how the data transfer occurs. You can transfer data to the host Mosaix system using either FTP or tape (if your Mosaix system is currently set up to use a host gateway, you can select the host gateway transfer method). You define which calling list records to upload.
For each calling list that you want to upload, you must include the fields the host system needs for its processing. Gather the necessary format and file transfer information from your system administrator.
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When you need a new upload definition, consider the following questions before using Producer: What is the format of the calling list information? What format does the host require to read data? Which fields from the calling list do you want to upload?
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Is there any special formatting you want to apply during the upload process? What is the file and record structure of the upload file? What upload method do you use? Which records do you want to upload to the host?
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Use Upload on the Application menu to tell the Mosaix system which fields to upload and to define the format for each upload file. The Upload window consists of four tabs: Fields, Structure, Method, and Select.
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Before you create an upload definition, you must define an application.
For more information, see Applications on page 53. You may also want to define the download and calling lists for this application before defining the upload.
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Use the Fields tab to identify the information you want to upload from the Mosaix system. For example, the calling list may contain information ranging from customer name and account number to the results of the last call. You may want to upload only some of this information to your host computer.
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The following illustration shows an example of the Upload Fields tab.
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From the Application menu, choose Upload. In the Upload - Select Application window, select the Mosaix system. Select the application, then choose OK. In the Field name box, type the field name of the first field you want to upload. Field names may be 15 alphanumeric characters or fewer, including underscores (_) but no other special characters or punctuation.
If you want to upload all or most of the fields from the calling list,
choose Power Load from the Edit menu. Producer copies all field definitions but not special formatting from the calling list to the Upload Fields tab.
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In the Type box, select the type of information that appears in this field. Data types are Text, Date, Money, Numeric, Phone, or Time. If you select Phone, Producer automatically sets the field name to PHONE1, PHONE2, and so on. If a field contains both alpha and numeric characters, select Text as the data type. You may also select Text for all numeric data if it is not used in any calculation.
In the Length box, type the number of characters in the field. You enter the exact number of characters to upload in the length box. Mosaix formats data based on special formats but only sends the number of characters specified. For more information, see Step Two: Define Special Formats in the following section.
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Select the Same Start check box if this field uses the same data as the previous field. This option uses data from the previous field to populate the current field. For example, if the previous field contains both the area code and phone number, type 3 in the Length box and select the Same Start check box to place the area code in a separate field when it is uploaded. For more information, see Using Same Start on page 63.
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Type a description of the field. Choose the Special button to define special formatting for this field. For more information, see Step Two: Define Special Formats in the following section.
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Repeat steps 4 through 9 for each field in the upload file. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the upload definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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You can apply special formatting to fields uploaded from the Mosaix system to meet host requirements. Use the special format feature to define the following: The data format that the host requires Information you want to force into a selected field How to convert specific values of a field to different values
In most cases, you define only one of these special formatting features for
a field. p=FOamFzF4a"dOaFd=Oph"amV Use the Format tab to define how you want uploaded data to appear in the host file. The Mosaix system uses special upload field formatting to convert data from its calling list format to the format that the host system requires. For example, you can remove dashes from a phone fields format or a decimal point from a dollar value. Typically, you use the same host and dialer special formats for an upload that you set up for the corresponding download.
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The Host format and Dialer format drop-down lists on the Format tab each contain commonly used special formats. You can select from these lists or type your own formats, including literal characters. The following illustration shows an example of the Format tab in the Special Format window.
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On the Upload Fields tab, select the field you want, then choose the Special button. The Special Format window appears. In the Host format box, select or type the format for the data when it is uploaded to the host record.
The items available in the Host and Dialer format boxes depend on
the fields data type. For more information, see Using Special Field Formatting following this procedure.
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In the Dialer format box, select or type the format of the data in the Mosaix system calling list. Choose OK.
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""zF
h*pd DD YY CC
F4azapm Day Year Century Hour Minutes Seconds Place holder (Use in the host format to remove a character from the dialer format, such as a slash or a decimal point.)
Time
HH MM SS
All data types
(space)
If you define a special format that removes a character from a field, type a space in the host format that corresponds to the dialer format character that you want to remove. For example, to remove a decimal point from a money field, type a space in the host format (###### ##) where the decimal point appears in the dialer format (######.##). Typically, you remove special formatting that you set up for the download fields. If your Mosaix system is year 2000 compliant, you need to define how to handle the century digits for date fields. Use one of the following methods: If you want to upload eight-digit date fields that include the century, use the symbol CC to define the century digits in both the host and dialer date formats. If you want to upload six-digit date fields that do not include the century, use the symbol CC to define the century digits in the dialer format.
Producer does not require you to insert spaces in the host format to
represent century digits in the dialer format.
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The following table lists examples of how to use special formatting for uploads, including sample host and dialer data.
p ph" @@@ @@@ @@@@ (phone number) #### ## #### ## MM DD YY CCYY MM DD MM DD YY HH MM SS @@@ @@ @@@@ (social security number) a"dF ph" @@@-@@@@@@@ $$$#.## $$##.## MM/DD/YY MM/DD/CCYY MM/DD/CCYY HH.MM.SS @@@-@@-@@@@ p "" 2065554259 a"dF "" 206-555-4259
059095 000995 061898 19980618 061898 102050 123456789
$590.95 $09.95 06/18/98 06/18/1998 06/18/1998 10.20.50 123-45-6789
p=FOamFOaFd=OaddFamOph"apm Use the Insert Data tab to define information you want to force into a selected field. For example, you can fill a field with asterisks.
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On the Upload Fields tab, select the field you want, then choose the Special button. The Special Format window appears. Choose the Insert Data tab. In Fill info, type the information you want to force into the selected field. The Mosaix system inserts into the field exactly what you type. For example, if you want to fill a 5-character field with asterisks, type five asterisks.
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Choose OK.
p=FOamF="""md"apm Use the Translate tab to identify specific field values you want to convert to different values. For example, you can convert completion codes to phrases.
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On the Upload Fields tab, select the field you want, then choose the Special button. In the Special Format window, choose the Translate tab. Choose the Append button. In the Host data box, type the data that you want to appear in the host field. Leave the field blank to represent a null field. Press the spacebar to enter a space character.
In the Dialer data box, type the data as it appears in the calling list. Leave the field blank to represent a null field. Press the spacebar to enter a space character.
Repeat steps 3 through 5 for each data pair you want to define. In the Host default box, type the default value you want to use when the calling list field contains a value that doesnt appear in the Dialer data boxes. This is an optional entry. The uploaded list uses this value if no match is found between the calling list field value and values in the Dialer data boxes. If you leave this box blank, the uploaded field is left empty when no match is found.
Choose OK.
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Use the Structure tab to provide the Mosaix system with information about the file structure and size. The Mosaix system uses this information to read the information from the calling list and process the upload file. Complete the fields that apply to this upload. Required fields are noted in the applicable step. The following illustration shows an example of the Upload Structure tab.
In the Upload window, choose the Structure tab. If necessary, in the Record Size box, type the size of one record. By default, Producer displays the ending position for the last field defined on the Fields tab. This field must contain an entry.
In the Block Size box, type the size of the buffer in which the records were stored. By default, Producer displays the record size. However, the Mosaix system converts the data more efficiently when you increase the block size. This value must be a multiple of the Record Size and less than 32,000. If you are unsure what to enter, multiply the record size by 10. This field must contain an entry.
In the Blocks Read box, type the number of blocks to read. Producer displays a default value of 1. The recommended setting is 10. Blocks Read multiplied by Block Size (the number of bytes that the Mosaix system reads before processing the data) must not exceed 32,000. If Blocks Read is too high, the Mosaix system does not convert any records and displays no error statements. This field must contain an entry.
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Producer does not automatically update the Structure tab if you
change the record length on the Fields tab. You must type the new Record Size, Block Size, and Blocks Read settings to reflect the new record length.
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In the Terminator box, select the value (null or space) to place in every blank position for all fields in each record. In the Character Set box, select the data type (ASCII or EBCDIC) of the host file. This field must contain an entry. In the Case Conversion box, select the method to use to handle type case. The default is UPlow (leave case as is). Other options are UPPER (convert all characters to uppercase) and lower (convert all characters to lowercase).
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Select the Add carriage return check box to add a carriage return to each record. Select the Add line feed check box to add a line feed to each record. In the Custom Executable box, type the name of the custom upload process for your system (optional). From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the upload definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Method tab to identify the transfer method for this upload. You can choose from these upload methods: Select the FTP option if you want the Mosaix system to control the FTP transfer. Select the Anonymous FTP option if you want the host system to control the FTP transfer. Your network must have TCP/IP to use this transfer method. Select Host Gateway if your system is currently set up for host gateway transfers.
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If your system currently uses the host gateway transfer method,
dont select and save a different method. This can cause your system to lose existing host gateway settings. If you want to define a new download, contact your Mosaix vendor to complete the host gateway setup. Select tape if you use 9-track tape for data transfers.
p=FOamF"m mpmhp zdp"= For Anonymous FTP, the host system retrieves the file from the specified Mosaix system directory at a specified time.
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From the Application menu, choose Upload. In the Upload - Select Application window, select the system. Select the application, then choose OK. Choose the Method tab, then select Anonymous FTP. In the Raw Data File box, type the full path name and file name of the upload file on the Mosaix system (for example, /usr/vl/xfer/xmtfile1.xfr). From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the upload definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
p=FOamF"m zdp"= For FTP uploads, the Mosaix system transfers the upload file to the specified directory on the host system at a specified time.
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The following illustration shows an example of the Upload Method - FTP tab.
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From the Application menu, choose Upload. In the Upload - Select Application window, select the Mosaix system. Select the application, then choose OK. Choose the Method tab, then select FTP. In the Server Name box, type the system name for the host computer. In the Logon box, type the logon user name for the host computer. In the Password box, type the logon password for the host computer. In the Host File box, type the path and file name of the uploaded file on the host system. In the Raw Data File box, type the full path name and file name of the uploaded file on the Mosaix system (for example, /usr/vl/xfer/xmtfile1.xfr). From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the upload definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
p=FOamF"^pV"F"zdp"= If your upload is set up to use a host gateway to transfer information to the host system, select the host gateway upload method. Contact your Mosaix vendor to complete the host gateway setup.
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From the Application menu, choose Upload. In the Upload - Select Application window, select the Mosaix system.
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Select the application, then choose OK. Choose the Method tab, then select Host Gateway. Contact your Mosaix vendor to complete the host gateway setup. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the upload definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
p=FOamF""zFzdp"= If you use 9-track tape to transfer information between the Mosaix system and the host computer, use the Upload Method - Tape tab to define transfer information. The following illustration shows an example of the Upload Method - Tape tab.
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From the Application menu, choose Upload. In the Upload - Select Application window, select the Mosaix system. Select the application, then choose OK. Choose the Method tab, then select the Tape option. In the Density box, select the tape density. Producer lists the following options:
/dev/rmt/2hsn /dev/rmt/2msn
high density tape low density tape
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In the Label box, select the type of tape header (IBM or none). If you select IBM, the Mosaix system skips the header information at the beginning of the file.
From the File menu, choose Save. In the Save dialog box, choose In Process or Complete. If you complete all your changes and want the upload definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Use the Select tab to define criteria that the Mosaix system uses to select records to upload. You can limit which records the Mosaix system uploads to the host. For example, to upload records that have only specific completion codes, select the completion code field (CODE), then type the completion code values in the Criteria box (one code per criteria line). The following illustration shows an example of the Select tab.
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In the Upload window, choose the Select tab. Select the field to use to select records to upload. Type a field value. Click Append. Repeat steps 3 and 4 for each field value. From the File menu, choose Save. In the Save dialog box, choose In Process or Complete.
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If you complete all your changes and want the upload definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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Message maps link wait queue messages to fields you select from the calling list. Use message maps to customize information customers hear in the outbound wait queue. For example, you can play different messages based on customer categories on the calling list. You may have your customers divided into silver, gold, and platinum categories. You define a message map to link to one of three messages, depending on the value Mosaix finds in the customer ranking source field in the calling list.
The Message Map feature may not be available on your system. If you
would like to add this feature, contact your Mosaix system representative. Message maps can link to any field in a calling list. For example, you can choose the message customers hear based on their zip code, city, or account type. The value that appears in that field determines the message each customer hears. For instance, customers in the 90712 zip code may hear a different message than those in 90717. You can link several message maps together in a script just as you can link non-variable messages. You can also combine non-variable messages and message maps together in the same script. A message map may be used with more than one calling list.
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Setting up message maps involves procedures using several Producer menus and commands: Message and Text Assignments (System Menu) to store messages and assign them to calling list fields and actions Message Mapping (Applications Menu) to define message maps
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Calling Lists (Applications Menu) to select message maps to use with specified calling lists
A message map uses the calling list in two ways. First, it looks for information in the field you specify (source field). You also specify the variables that the system looks for in this source field, and instruct the system what to look for. Second, the system looks for an empty field you defined in the calling list (message field). The system inserts the message number that it will play based on the value in the source field. You can also specify a default message (recommended) in case no information in the source field matches the criteria. Use message text to: Save and name messages to be used in message maps. Specify the name of the field that receives the message number from the message map during preprocessing (in Message Field). Specify a default message (in File Name or Delay) to play if the message map finds no value in the source field that allows it to place a message number in the message field. Select source fields from the calling list. You can use any field that exists on the calling list. Define source values the system will compare to the data in the source field on the calling list. You can defined specific source values or a range of values. You can also use wild cards. Select the empty field you defined in the calling list to receive the message number. (The Mosaix system places the message number into this field.) Save each message map with a specific file name. Message maps are stored on the dialer. An .mm extension is added to your filename. Select the calling system and calling list with which to associate specific message maps. Select the message map(s) to associate with the calling list Save your selections. You can link a message map to more than one calling list. Use message assignments to:
Use the message map feature to:
Use the calling list feature to:
Message Mapping
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When you need to create a message map, consider the following points before using Producer: Which fields from the calling list do you want to use to select different messages? Which message do you want each type of customer to hear? What will you name the empty field that will receive the message number from the system? If you are using several dynamic messages in a row, how will you record the messages to be sure they sound like one smooth message? The telephony script file, telephny.spt, is limited to a total of 1500 lines. This 1500 lines must serve all script lines for all calling lists handled by the system. Each message is limited to one minute. The system can store a total of 35 minutes of recorded messages. The system can store a maximum of 1970 messages.
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You use the Message Mapping feature to define new message maps.
Before you define a message map, you must have recorded and saved the messages it will use. Each field you use as a source field for a message map must already exist on the calling list. The empty message field must already exist on the calling list. s
From the Application menu, choose Message Map.
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In the Message Mapping - Select Message Mapping window, select the system, then choose New.
In the Message Map - New window, name the message map. You can use a maximum of eight alphanumeric characters; however, it is suggested that you use alpha characters only. Select the source field in the calling list (for example, CUSTRANK.) The Mosaix systems compares the data in this field to the source values on the message map to determine which message is played. In Message Field, select the name of the empty field you created in a calling list for the message number. For example, you might call the field SPECMSG for Special Message. The system will place the number of the message that meets your criteria in that field. The message that meets the criteria in CUSTRANK will be played.
Message Mapping
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Choose OK. The name, source, and message fields display your choices.You cannot edit the fields after you click OK. You can only delete and re-enter the information.
Type a description of the message map. In the Source Value field, enter the value or range of values that the Mosaix system will look for in the source field. (for example, CUSTRANK=gold to play a specific message for customers with a gold ranking). In Message Value, select the message to play when the source value or a value within the range is found. Repeat steps 9 and 10 for each set of variables. In the Save dialog box, choose In Process or Complete.
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Message Maps have a last one wins rule if more than one message
number is selected to be placed in the message field. If criteria for the same message field matches more than one source field in your message map, the last message number processed will play. If you are using more than one message map, the last message number processed on the last message map will play. F"VF"dF phz"apmzF"p When you specify criteria for a field, you use an expression to define the subset of records you want to use. An expression is a combination of comparison operators such as greater than (>) or less than (<), and values.
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Message Mapping uses the following comparison operators.
zF"p = <> or ~ > < >= <= IS EMPTY IS SPACE * ? , -
F4azapm equal to not equal to greater than less than greater than or equal to less than or equal to match on empty field match on space-only field match all match on single character match on one value in a series match on any value in a range
If you want customers with a balance greater than $5000 to hear a message about account insurance, your expression might be >5000 in the ACCTBAL source field. Then specify the name of the message that corresponds to accounts of that size. Check values and source names to be sure they do not contain any comparison symbols. Your Mosaix system will read the symbol as an operator when performing a comparison. For example, specifying the King-Moore company in the source field will select King, Moore, and all companies in between. The company name should be entered onto the calling list as King?Moore.
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You use the Calling List feature to associate message maps to specific calling lists.You can associate more than one message map to a calling list. Select the message maps in order, from top to bottom, that the maps are processed in the calling list.
Message Mapping
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From the Application menu, choose Calling List. In the Calling List - Select Application window, select the system and the calling list. In the Calling List - [filename] window, select the Message Map tab. A drop down menu lists names of all existing message maps. You can add more lines by choosing Append. Select the message map(s) to associate with this calling list. You can move your choices up or down, or delete lines. Save your selections. Choose In Process or Complete.
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Transfer processing allows you to set up and modify scheduled events that you define, such as uploads, downloads, and job related tasks. You can also view processes that the Mosaix system schedules and executes. Use the File Transfer Setup feature to define multiple download and upload file transfer routines. Use Dialer Event Schedules to determine when processes will occur.
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Use the File Transfer Setup window to define file transfer processing for the downloads and uploads you have defined. Typically, a file transfer routine is made up of one or more data transfers of the same kind. For example, you might define one transfer routine for downloads and another transfer routine for uploads.
You must define a file transfer routine before you can schedule it, even if
the transfer routine contains only one download or upload.
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The following illustration shows an example of the File Transfer Setup window.
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From the System menu, choose File Transfer Setup. From the Select System dialog box, select the Mosaix system, then choose New. Type a name and description for the file transfer routine. Choose OK. In the End time box, type the time that the Mosaix system will stop attempting a transfer. Enter the time in 24-hour format (for example, 19:30 represents 7:30 PM). This is a required entry.
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In the Transfer to box, select a process to run (download or upload). In the Calling list name box, select the calling list to use with the selected process. In the Delay box, type the number of minutes and seconds to wait between each calling list transfer. Select the Retry check box if you want to repeat the process if an attempt fails. If you select this option, attempts are repeated until the end time. From the Edit menu, choose Append Row to add another transfer to the routine. (If you select Retry, Producer automatically adds a new row to the transfer routine.) Repeat steps 6 through 10 for each additional transfer.
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Transfers and Schedules
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From the File menu, choose Save. From the Save dialog box, choose In Process or Complete. If you complete all your changes and want the file transfer setup definition transferred to the Mosaix system, choose Complete. If you are not ready to transfer the definition, choose In Process.
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The Dialer Event Schedules window displays file transfer and dialer processes. You can view all scheduled processes or only the processes you have defined and sort the display by the time the process is scheduled to occur or alphabetically by process. You can also view and print the Dialer Event Schedules report. See Producer Reports on page 127 for more information. The following illustration shows an example of the Dialer Event Schedules window.
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From the System menu, choose Dialer Event Schedules. From the Select System dialog box, select the Mosaix system, then choose OK. Select User entries or All entries. Select Sort by time or Sort by process.
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For each scheduled process, Producer displays the following information.

Start time The time of day (in minutes and hours) that the event is schedule to start. An asterisk (*) in the Hour field indicates that the process runs every hour. The day that the event is schedule to run. An asterisk (*) indicates that the process runs every day or every day of the week displayed in the Weekday field. The month that the event is scheduled to run. An asterisk (*) indicates that the process runs every month on the days selected in the Day or Weekday fields. The day(s) of the week the process is scheduled to run. Days are numbered 0 through 6 representing Sunday through Saturday. An asterisk (*) indicates that the process runs every day of the month selected in the Day field. The binary file or script name for the process. Any parameters associated with the process. For file transfers, the time of day that the Mosaix system stops attempting the transfer.
Day
Month
Weekday
Command Parameters End time
From the File menu, choose Close when you finish.
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You can define scheduled events, such as transferring files, starting jobs, and selecting records. You add and modify your scheduled events in the Dialer Event Schedules dialog box.
Producer doesnt allow you to edit Special Program events. Instead,
delete Special Program events that no longer meet your needs, then define one or more new events. The following list provides examples of scheduled events: Schedule downloads to occur Monday, Wednesday, and Friday at 5 AM and end by 8 AM. (Use File Transfer Setup to define the end time.) Schedule record selections to run Tuesdays and Thursdays at 9 AM.
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Schedule jobs to start Tuesday and Thursday at 10 AM. Schedule a report to run daily at 6 PM.
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For each event that you schedule, you choose a command and any required parameters. Parameters provide additional information the Mosaix system uses to run the command. The parameters available depend on the selected command.
phh"m= File Transfer ""hFF Select a file transfer routine you created using the File Transfer Setup option on the System menu. Select a job name. Select a calling list name and report name. Select a calling list name and the record selection name. Select or type the special program name. Include the directory path (/usr/vl/custom) with the program name. You can type additional command information in the same parameter field as the program name.
Start Job Run Report Run Selection Run Special Program
The following list provides tips for setting up command parameters: When typing command parameters, include the directory path for each command, and include all appropriate flags and arguments. After Producer syncs the dialer event schedules with the Mosaix system, the command parameters may appear to be different. The schedule parameters still meet Mosaix system requirements. No changes are necessary. When you change any parameter in a schedule, Producer clears the other parameter fields. Be sure to reselect or retype all necessary parameters. Typically, you select Parameter 3 (2>/dev/null 1>/dev/null) to redirect messages produced by the selected command to a null device instead of the Mosaix administrator console.
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If you schedule record selections and jobs, you should still verify that
your download was successfully received.
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From the System menu, choose Dialer Event Schedules. From the Select System dialog box, select the Mosaix system, then choose OK. Select User entries. From the Edit menu, choose Append Row. The Dialer Event Schedules dialog box appears. In the Command box, select the process you want to schedule. In the Parameter boxes, select or type any parameters associated with this process. For example, if you selected Transfer File in the Command box, select a file transfer routine (defined using the File Transfer Setup feature) in the Parameters box.
In the Start Time boxes, select the hour and minutes when you want the process to start. If you select the asterisk (*) in the hours box, the event will start every hour at the minutes selected. For example, with 15 in the minutes box, the process starts every hour at 15 minutes past the hour. You can also select multiple start times. For example, to schedule downloads for 6 AM and 2 PM, select 6 and 14 in the hours box.
In the Day box, select the day(s) you want the process to run.
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If you select the asterisk (*), the process runs every day or every day of the week displayed in the Weekday field. For example, if you select the asterisk in the Day and Weekday fields, the process runs every day. If you select the asterisk in the Day field and Thursday in the Weekday field, the process runs every Thursday.
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In the Weekday box, select the day(s) of the week you want the process to run. In the Month box, select the month you want the process to run. You can select multiple months. If you select the asterisk (*), the process runs every month on the days selected in the Day and Weekday fields. For example, if you select the asterisk in the Month field, 1 in the Day field, and Friday in the Weekday field, the process runs on the 1st of each month and every Friday.
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In the Comments box, type any additional information about the process. Choose OK.
You can modify existing user-defined event schedules. In the Dialer
Event Schedules window, double-click the schedule you want to modify.
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The following table provides examples of dialer event schedules and describes how the Mosaix system interprets the settings.
amF 30 p * * " pm^ * FFc=" * Fd The command runs every hour of every day at 30 minutes past the hour. The command runs every day at 12:30 AM. The command runs at 4:30 AM every Monday.
30
00
30
04
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p 00
" 15, 30
pm^ 4, 6, 9, 11
FFc=" *
Fd The command runs at 7:00 AM on the 15th and 30th of April, June, September, and November. The command runs at 11:15 AM, 11:30 AM, 5:15 PM, and 5:30 PM every Monday, Wednesday, and Friday. The command runs at 6:00 AM every Monday through Friday. This is a typical schedule for downloads. The command runs at 9:00 PM every Monday through Thursday and Saturday. This is a typical schedule for uploads.
15, 30
11, 17
1, 3, 5
00
06
1, 2, 3, 4, 5
00
21
1, 2, 3, 4, 6
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Producer provides a set of reports that you can view or print. The reports provide details on the Producer settings for the selected Mosaix system. Producer also provides two reports that provide details on the data install process.
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To select the reports, choose Producer Reports from the Administration menu. To view or print the selected reports, choose Run System Reports from the Edit menu. Use the report information to review and verify your Producer settings before you use Install Data to transfer them to the Mosaix system. The reports also provide a hard copy archive of your settings. Producer provides the following reports.
FzpadF Agent Keys Report F4azapm For each agent key, lists the control sequence, key or key sequence, action, call result or screen number, and automated message assignment name. Lists call tracking definitions, including attempt type, number of phone fields, number of attempts, and completion codes to track. Lists the settings for each calling list field, including the name, type, source, length, and description. For each calling list process defined, lists the sequence number, description, and any parameters.
Calling List Features Report
Calling List Format Report Calling List Processing Order Report
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FzpadF Completion Code Report
F4azapm For each completion code, lists the number, call result, description, recall setting, and code type. Lists information from the System Setup Configuration tab, including the configuration fields and values entered. Lists the scheduled time, command name, parameters, and end time for each scheduled event. For each download field, lists the name, length, type, start position, end position, and any special formatting that has been defined. Lists the file structure and transfer method settings for the selected calling list. Lists the calling list name, field names, and descriptions that have been identified for updating. Lists the calling list name, completion codes, and descriptions that have been selected for updating. For each message, lists the message number, file name, music or voice (male or female), message text, and message type (for example, inbound, outbound, automated). For each queue, lists the queue name, wait queue action assigned, and message content.
Configuration Report
Dialer Event Schedules Report Download Format Report
Download Processing Report Late List Field Report
Late List Value Report
Message Text Report
Message Assignment Automated Message Report Message Assignment Inbound Wait Queue Report Message Assignment Outbound Wait Queue Report Network Report
For each inbound wait queue, lists the queue name, wait queue actions assigned to the queue, and message content.
For each outbound wait queue, lists the queue name, wait queue actions assigned to the queue, and message content.
Lists information from the System Setup Network tab, including the host TCP/IP address, alias, description, and modem server.
Reports
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FzpadF System Basic Information Report
F4azapm Lists information from the System Setup Customer tab, including mailing and shipping addresses, and customer contacts. Lists information from the System Setup Features tab, including the features and products installed on this system. Provides a summary of all System Setup information. For each upload field, lists the name, length, type, start position, end position, and any special formatting that has been defined. Lists the file structure and transfer method settings for the selected calling list.
System Features Report
System Summary Report Upload Format Report
Upload Processing Report
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Use the Select Producer Reports window to identify the reports you want to generate. You can print the selected reports or display them on your workstation screen. The following illustration shows an example of the Select Producer Reports window.
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From the Administration menu, choose Producer Reports. Select the Mosaix system for which you want to generate Producer reports. Select the report destination.
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Select the completion status you want to include in the reports. You can select only one of the following completion statuses. -R 4VSGIWW 'SQTPIXI 4IRHMRK 8LI JMPI HIJMRMXMSR MW RSX GSQTPIXI 8LI JMPI HIJMRMXMSR MW GSQTPIXI 4VSHYGIV LEW XVERWJIVVIH XLI JMPI HIJMRMXMSR XS XLI 1SWEM\ W]WXIQ 8LI RI\X XMQI XLI W]WXIQ VIFSSXW ERH W]RGLVSRMÎW [MXL 4VSHYGIV 4VSHYGIV GLERKIW XLI WXEXYW XS 0MZI 8LI JMPI HIJMRMXMSR MW MR YWI SR XLI 1SWEM\ W]WXIQ
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From the Report Master List, select the report(s) you want to generate, then choose the > button. To select multiple reports, hold down the Ctrl key and click the field names. To select all reports, choose the >> button.
To remove a report from the Selected Report List, choose the <
button. To remove all reports from the list, choose the << button.
From the Edit menu, choose Run System Reports. Producer generates the selected reports. If you selected multiple reports for display, Producer displays each report consecutively. You can preview the printed report or print the report. When you choose Cancel, Producer displays the next report.
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The following illustration shows an example of a displayed report.
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Producer provides two reports. The Out of Sync report lists the Mosaix configuration files that have been modified since the previous data install process. The Install report contains the results from the Mosaix system installation process, which occurred during the most recent Mosaix reboot. The installation process activates Producer files on the Mosaix system. The following sections provide more information about each report including a report legend which describes the files listed in the Out of Sync and Install reports.
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The Out of Snyc report identifies files on the Mosaix system that are no longer in sync with the files on Producer. When Producer runs the Install Data command, it first verifies that all files on the Mosaix system are still in sync. If Producer determines that a file is out of sync, it imports the file from the Mosaix system, displays a warning, and writes the information to the Out of Sync report. The Out of Snyc report contains the following information.
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Date
Displays the date, in MM/DD/YY format, that the install data occurred. Displays the time, in HH:MM:SS format, that the install data occurred. Displays the Mosaix system identification number. Displays the name of the Mosaix system file that is out of sync. See Report Legend in the next section for descriptions of the files listed in the Out of Sync report. Indicates whether Producer imported the Mosaix system file and saved it with a Live status.
Time
System ID File Name
Imported
pVFmF"F^FpOm4Fzp From the Administration menu, choose Out of Sync Report. Producer automatically displays the report.
pzFaF^FpOm4Fzp In the Out of Sync Report window, click Preview. Use the Zoom and Show Ruler options to change the preview.
pzam^FpOm4Fzp In the Out of Sync Report window, click Print.
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The Install report indicates whether or not the Mosaix system successfully installed the exported Producer files. The installation process takes place when the Mosaix system reboots.
Reports
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The Install report contains the following information.

System ID Action/Error and Code Displays the Mosaix system identification number. Displays the Producer Install Data batch number that the Mosaix system processed. For each file in the batch, the report displays an action, such as FILEINSTALL or EXECPROG, or indicates an error on the first line. On the second line, the report displays a Mosaix system message or error code number for the result of the action. If the Action value is a batch number, the report displays the date (YY/MM/DD format) and time (HH.MM.SS format) that the Mosaix system started the installation process. For each file in the batch, the report displays the result of the command that the Mosaix system attempted to process. On the next line, the report displays the command, which consists of the action, a directory location, and a file name. See Report Legend in the next section for a description of the files listed in the Install report.
Message and Command
pVFmF"F^Fm"ddFzp From the Administration menu, choose Install Report. Producer automatically displays the report.
pzFaF^Fm"ddFzp In the Install Report window, click Preview. Use the Zoom and Show Ruler options to change the preview.
pzam^Fm"ddFzp In the Install Report window, click Print.
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This report legend describes the files listed in Producers Out of Sync and Install reports. The files are displayed in alphabetical order according to file extension. The Producer feature that you use to define the files settings follows each file description. The following information also appears at the end of each report. pm"* Lists the processes that are scheduled to run automatically on the dialer. For each process, the crontab contains settings for the time (minute and hour), day(s) of the
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week, month(s), and day(s) of the month. When a time listed in the crontab matches the dialer system time, the dialer starts the specified process. (System menu, Dialer Event Schedules option) da(4OV Contains information the Mosaix system uses for due diligence (postupdate) processing. (Application menu, Calling list option, Features tab) 4phz4p=F4OV Lists all of the call completion codes (system and agent) for the dialer. (System menu, Completion Codes option) pa4FhV4OV Lists the digitized voice messages installed on the dialer. (System menu, Message Text option) (4pmO Contains information about the host data file and its format including the record size and character set. (Application menu, Download and Upload options, Fields tab including special formats) (=a4 Defines the record layout of the host data file. For each field in a record, a dictionary (*.dict) file contains the field start position, field length, data type, host format, dialer format, and other special formatting instructions. (Application menu, Download options, Fields tab including special formats) (=md= Contains download file transfer information, such as the selected download transfer method and host login name and password. (Application menu, Download option, Structure and Method tabs) (O=a4 Contains the record format information used to convert host data into a calling list. For each field in a record, a file dictionary (*.fdict) defines the field name, field
Reports
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length, data type, and description. File dictionaries contain definitions for host fields, customer-added fields, and dialer-added fields. (Application menu, Calling List option, Fields tab) 4az^dz Contains information about the telephony.spt file, such as message assignment labels (queue names) and wait queue message names and text. The script.hlp file is part of the Mosaix character-based help system. (System menu, Message Assignments option) (c Contains agent key definitions that identify, for example, key combinations and actions such as release line or transfer call. (System menu, Agent Keys option) (zFz Contains the calling list preparation information, for example, to remove duplicate records, index the calling list, and calculate the number of consecutive days a record has been sent to the dialer. (Application menu; Calling List option; Prepare, Update, Custom, and Ordering tabs) (="zF Contains file transfer information for downloads, such as the dictionary (.dict) and configuration (.conf) file names and whether to append downloaded data to an existing list. (Application menu, Download option, Structure and Method tabs) FdFz^mz Contains call processing information, including message assignments, which tell the dialer how to handle calls. The telephny.spt file must not exceed 1500 lines. (System menu, Message Assignments option) "VFmcF*d Lists the agent keys (*.ky) files set up for the Mosaix system. Campaign Director also references the agentkey.tbl file. (System menu, Agent Keys option)
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Producer Users Guide 4"ddda*d Lists the calling lists currently on Producer and the Mosaix system. Campaign Director also references the calllist.tbl file. (Application menu, Application Definition, and Calling List options) FdFz^m*d Lists the wait queue labels (message assignment names) currently in the telephny.spt file. Campaign Director also references the telephny.tbl file. (System menu, Completion Codes option) 4p=F* List the completion codes and descriptions that the Mosaix system uses when it generates calling list reports. (System menu, Completion Codes option) (zd= Contains upload file transfer information, such as the selected upload transfer method and host login name and password. (Application menu, Upload option, Structure and Method tabs) ("zF Contains file transfer information for uploads, such as the dictionary (.dict) and configuration (.conf) file names, upload selection criteria, and the calling list name. (Application menu; Upload option; Structure, Method, and Select tabs) (O Contains file transfer routine settings, such as the transfer end time, transfer type (download or upload), calling list name, delay time, and whether to retry an unsuccessful transfer. (System menu, File Transfer Setup option)

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4apm Actions are tasks such as managing calling list functions, running scripts, and installing or removing files. 4aFbp* A job that the Mosaix system is currently using to call customers. A job becomes active when the campaign supervisor starts it. The job stays active as long as its running. VFm A person who talks with customers and updates customer records. VFmcF The function keys at an agent workstation. The keys are programmed to perform specific tasks. They are also called pf keys. VFmFdF"F4p=F The call completion codes agents assign to a client record to indicate a calls outcome. Examples include Promise to Pay and Left Message. VFm4FFm The window on an agents monitor where the Mosaix system displays customer records and prompts. ddpFaF|"hF" ddpF4"dd} A parameter that allows the Mosaix system to schedule calls to be recalled automatically. Typical call completion codes that use this parameter are BUSY and NOANSWER.
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Glossary hFa4"m"m="= p=FOpmOph"apmmF4^"mVF| } A binary code for text as well as communications and printer control. By standardizing the values used for these characters, ASCII enables computers to exchange information. Also called a text file, a text-only file, or an ASCII text file. A document file in the ASCII format contains punctuation but no formatting. mF4az A Campaign Director wait queue setting that determines the answer script label to use for inbound calling. This label tells the Mosaix system which message(s) a customer hears while waiting for an agent or after business hours. zzda4"apm In Producer, an application is an association of calling lists and download and upload file definitions. A system release code indicating that the call reached a busy signal. Often displayed as BUSY. "dd4phzdFapm4p=F|p4phzdFapm4p=F} A code that represents the result of the last call the Mosaix system made for a record. The system records the result of each call that is not passed to an agent, such as Busy and No Answer. An agent uses function keys on the computer keyboard to record the call result. "ddamV"4aa The activities that the Mosaix system and agents perform during a job. The system calling activities include processing the calling lists, running jobs, calling customers, receiving customer calls, monitoring calls between agents and customers, recording call results, and generating reports on agent and job statistics. Agent calling activities include talking to customers and updating customer records. "ddamVda A modified version of the customer records. The Mosaix system adds fields that allow it to process the customer records and track calling results. The system reformats the records to make them easier to read and display.
Glossary "ddamVFd
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A parameter that determines which customer records to call based on the results of previous calls. "ddamV4az An outbound job parameter that determines the calling script label for wait queue messages. This label tells the Mosaix system which wait queue message(s) a customer hears while waiting for an agent. "hz"aVm A strategy designed to achieve call center goals. A campaign includes one or more jobs. Each job definition accomplishes specific goals. "hz"aVm m"d A business information access, analysis, and reporting tool for a client/server environment. Campaign Analyst allows you to produce both standard and exception reports on various aspects of call center performance. "hz"aVm pmpd A Campaign Director module that allows the campaign supervisor to connect to a Mosaix system and use the character-based menus: Supervisor Main Menu, Administrator Main Menu, and PC Analysis menu. "hz"aVm aF4p The program group that can include the Campaign Monitor, Campaign Monitor Tools, Campaign Control, Campaign Manager, Campaign Editor, Predictive Blend software, and PC Analysis file transfer. "hz"aVm =ap The Campaign Director software that supervisors use to create or edit phone strategies, record selections, and jobs. It consists of the Job, Record Selection, and Phone Strategy editors. "hz"aVm"m"VF The Campaign Director software that supervisors use to manage jobs, supervise agents, and send messages.
140
Glossary "hz"aVmpmap The Campaign Director software that supervisors use to identify system resource allocations, set alarms, set and observe job goals, and display other aspects of job productivity. The software presents data using graphs, charts, and tables. phzdFF In Producer, the completion status of a file. Producer automatically selects Complete files for transfer to the Mosaix system. phzdFapm4p=F See call completion code. Computer Telephony Interface. A generic term for the interface that allows a telephony switch to perform data communication with a computer. phF A person the Mosaix system calls during a job or a person who calls the system. A customer typically talks to an agent but may also hear messages. Mosaix system documentation also uses the term client. ""OadF A collection of data records that consists of customer information, job statistics, and agent statistics. ""zp4F A parameter that identifies the label name for the set of instructions the Mosaix system uses to process a record before and after handling an outbound or inbound call. a"dpV*p A small window that prompts the user for information or displays a message about the current task or process. aVaaF To convert an analog file to a digital file. This process is used to convert voice messages to digital files for use on the Mosaix system. pmdp"= The process that transfers a data file from the host computer to the Mosaix system.
Glossary F adaVFm4F
141
Also called post-update, number of attempts, and call tracking. Due Diligence is an optional feature that the Mosaix system uses to track the number of call attempts to a record. It is particularly helpful to industries that are required to contact a customer a minimum number of times before taking an action. For example, some institutions cannot refer a past due account to a collection agency until the institution has made four unsuccessful attempts to contact the delinquent account. zda4"FF4p= A calling list record identified as a duplicate of another record in the calling list. Duplicate records are typically identified using a unique field, such as the account number or phone number. adF"mOFpp4pd| } A method used to transfer a data file between the Mosaix system and a host computer. m4apmcF Another name for the programmable keys on the keyboard to which you assign common tasks. The Mosaix system documentation sometimes calls these keys agent keys or pf keys (programmable function keys). F"=F The electronic equivalent of the handle of a standard desktop telephone. A headset contains a microphone and one or two earphone speakers. The Mosaix system telephone agents and supervisors wear headsets. p4phzF A computer that stores customer records. A mainframe computer that supplies customer telephone numbers and other data to the Mosaix system for calling jobs. The Mosaix system CPU when used in the digital switch menu system. pV"F" A personal computer that facilitates data transfers between the Mosaix system and the host computer. It is used in place of FTP if your system doesnt have TCP/IP. The host gateway communicates with the Mosaix system CPU through thin Ethernet.
142
Glossary m*pm=da A template list that agents use to enter customer data during inbound calling. The Mosaix system can transfer this information to the host. mp4F In Producer, the status code that indicates a file is not ready to transfer to the Mosaix system. p* A set of instructions that the Mosaix system uses to place or receive calls and route them to agents. The system can run multiple jobs, each with unique settings. p* =ap The Campaign Editor feature that campaign supervisors use to set up calling job definitions and to verify and start jobs. p*zF The Mosaix system classifies jobs into the following categories: outbound, inbound, Predictive Blend, Intelligent Call Blending, and Virtual Agent. FOadF The setting that identifies the function key set that agents use during a job. "VFppa4F4"=| } A printed-circuit assembly located in slot 3 in the digital switch subrack that plays digitized voice messages during calling jobs. aF In Producer, the completion status code used to indicate that a file is in use by the Mosaix system. pVamppVpm The process of entering a user name and password. When agents log in, the Mosaix system prompts them for a phone extension or key code, and agent type. pVamm"hF A unique name or word that, along with a password, identifies a user to the Mosaix system.
Glossary "m"VF= a"damV
143
An application that offers a call center a non-predictive dialing mode that is considerably faster and more efficient than placing calls manually. Managed agents can preview the client record before the system places the call. The agent then has the ability to cancel or launch the call. F"VFmh*F The number that the Mosaix system uses to identify a voice message file. The system uses these numbers to deliver the messages. The Mosaix system refers to messages by number rather than by file name. Message files are stored on the LPVC (Large Port Voice card) in the switch, and are loaded into memory when the system needs them. Use only message numbers 1 through 247. F"VF|"hF"pa4FhF"VF} Digitized messages that the Mosaix system plays to customers and agents. F"VF4az A file that tells the system which messages to play, when to play them, and the amount of time to pause between messages. Producer message scripts are called message assignments. F"VFzF Producer classifies messages into four types: automated, inbound queue, outbound queue, and universal. Classification is for convenience. You can use any message with any job type. Usually, agent key and virtual agent messages are classified as automated. Music and generic messages are classified as universal. p"aFh The hardware and software that conducts calling activities. Hardware components can include a system cabinet, printers, supervisor and agent workstations, and an administrator console. The system software contains the settings that conduct and track calling activities. p mF A system release code indicating that a customer did not answer a call within the specified amount of time. Often displayed as NOANSWER.
144
Glossary *pm=|4"ddamV}da A calling list that contains records from the host computer used for outbound calling. In most calling lists, there is a record for each customer an agent will talk to during a job. *pm=bp* A job that calls customers and connects customers to agents. "p= A confidential word or combination of letters and numbers used with the login name to log into the Mosaix system. m"da A Mosaix system feature that allows supervisors to select information to be transferred to a PC for analysis and report generation. Fm=amV In Producer, the status of a file that was transferred to the Mosaix system. If the transfer was successful, the Mosaix system will apply the file settings after a manual or nightly reboot occurs. Fzp4FamV The process of checking a data file for duplicate phone numbers and phone numbers with an incorrect format. It also determines the time zones for each number. In the Mosaix system, preprocessing takes place after downloading a data file and before the Mosaix system can place calls. phaF4p=F A call completion code that indicates that an agent contacted the desired audience and recorded a commitment from the customer. Codes often identified as promise codes include Promise to Pay and Sale. phz A system message that asks for input or helps a user complete a task. FF A queue is the place where a call waits until an agent is available. The Mosaix system uses several types of queues including inbound, outbound, virtual agent, and transfer queues.
Glossary F4p=
145
A collection of one or more fields in a calling list. Most calling lists contain one record for each customer. F4p=FdF4apm All outbound calling activity uses a record selection. The record selection is based on time zone settings, call completion codes, data value selections, and a phone strategy. The selection criteria determines which clients the system calls. Campaign supervisors create the record selection using Record Selection editor in Campaign Director. FbF4F4p= A calling list record marked as not callable based on the field data. For example, you can reject records with a particular completion code. FdF"F4p=F See call completion code. 4azOadF|FdFz^mz} In Producer, the file you create using Message Assignments on the System menu. The script file controls the use of recorded messages. When the system plays a message, the script file defines the number of messages to play, the sequence, and the content. F"4^damc An optional skip-tracing service provided by Mosaix. For customers who subscribe to Searchlink, the optional Searchlink modem is cabled to a dedicated telephone line, separate from the telephone trunks and links used for calling jobs. The modem also connects to the SCSI terminal server. The SCSI terminal server provides communication between the Searchlink modem and the Mosaix system CPU. FhFdF"F4p=F The call completion code that the system assigns to records for calls not passed to an agent. Examples are No Answer or Busy.
146
Glossary "zF=aF The optional half-inch, nine-track, analog magnetic tape drive connected to the Mosaix system CPU. The Mosaix site system administrator uses it to download, upload, and back up customer data. The DAT tape drive in the Mosaix system CPU that the Mosaix site system administrator uses to back up and restore system settings. ahFpmF Used to group regions globally. The Mosaix system bases time zones on area codes and exchanges. It uses the time zone settings to determine the local calling time for each phone number. m4"dd"*dFz^pmFmh*F In a Mosaix system, a phone number that the system cannot call because the format is incorrect. mF=4phzdFapm4p=F In the Completion Codes window, Producer displays a generic code in the Result column (for example, CODE21 or CODE54). Change the names in the Results column for the codes you use (for example, NOTIFIED or PTP). You can use the Delete Row command to delete codes that you are not using for calling operations. Producer displays NOTUSED in the Results column. zdp"= The process of transferring a data file from the Mosaix system to the host computer. Fm"hF A name used by a Mosaix system user, typically the users first or last name and usually the same as their login name. User names appear on reports and job monitor screens. a"d VFm An option that enables the system to automatically deliver messages to both live contacts and answering machines, without agent intervention.
Glossary a"d VFmbp* An outbound job during which the Mosaix system manages calling activities without agents. A Virtual Agent job places a call, connects the customer or answering machine to the system, and plays a recorded message. pa4F"m=="""mOF
147
A feature that allows an outbound or blend agent to transfer an outbound call and its calling list record to an inbound or blend agent on another job. "aFF A holding area where the Mosaix system places calls when agents are not available. "aFFdaha The time that a call remains in the wait queue before the Mosaix system disconnects it. !azpmF A sound that the Mosaix system transmits to an agents headset immediately before connecting the agent with a customer. If the system has the Ziptone feature, you can define up to four ziptones for inbound and outbound calls. Using different tones makes it easier for agents to quickly determine whether they are handling an inbound or outbound call.
148
Glossary
m=F
hFa4
9-track tape downloads 76 uploads 108
transfer wait queue 42 virtual message queue 43
agent codes. See completion codes agent keys actions 22 completion codes for 16 defining 20 planning 19 Allow Retries setting 13 anonymous FTP See also FTP downloads 73 uploading 106 applications copying 56 defining 3, 55 deleting 57 inbound 54 outbound 53 planning 54 selecting 55 assigning messages automated message queue 36 inbound wait queue 40 outbound wait queue 37
call completion codes. See completion codes call result codes 13 Calling List tabs Custom tab 87 Features tab 81 Fields tab 83 Ordering tab 89 Prepare tab 84 Update tab 86 calling lists call result tracking 81 custom fields 83 custom processing 87 defining 80 inbound 54, 9193 outbound 53 planning 80 preprocessing 84 processing order 89 update settings 86 Complete status code 8 completion codes agent 13 clearing 15 defining 14 149
150
Index
deleting 15 for agent keys 16 planning 14 system 13 Cool Edit 4751 Custom tab 87
fields 61 file structure 70 filler information 67 planning 59 special formats 63 due diligence 81 duplicate records 85
Data Install reports Install report 131, 132 Out of Sync report 131 report legend 133136 data synchronization 3, 89 data translations downloads 68 uploads 103 database, shared 9 defining fields downloads 61 uploads 97 Deliver Message 33 dialer event schedules 121126 defining 122 examples 125 viewing 121 digitized messages 25, 47 Download Fields tab 61 Method tab 72 Structure tab 70 download transfer methods anonymous FTP 73 FTP 74 host gateway 75 tape 76 downloading data translations 68
empty data install 9 event schedules defining 122 examples 125 viewing 121 Export dialog box 6, 10 export error, message assignments 45
Features tab 81 Fields tab calling lists 83 downloads 61 uploads 97 file status 8 file structure downloads 70 uploads 104 file transfer routines defining 119121 Setup window 120 filler information downloads 67 uploads 102 Format tab special formats, downloads 64 special formats, uploads 99
Index
151
FTP See also anonymous FTP anonymous FTP 106 downloads 74 uploads 106 function keys. See agent keys

Live status code 8

message assignments automated message queue 36 examples 3132 export error 4546 inbound wait queue 40 outbound wait queue 37 planning 34 queue types 32 transfer wait queue 42 virtual message queue 43 wait queue actions 33 message file names 26 message maps 111 defining 113 selecting 116 message numbers 26 message recording 4751 correcting settings 49 message types 26 messages cassette tapes 50 Cool Edit 4751 digitized 47 editing recordings 50 file names 26 numbers 26 planning 27 recording 4751 types 26 Method tab downloads 72 uploads 105 Mosaix system, setup 2, 5

Help x host gateway downloads 75 uploads 107

In Process status code 8 Inbound Calling List window 92 inbound lists defining 9293 fields 92 planning 91 using 54 inbound wait queue 40 Insert Data tab special formats, downloads 67 special formats, uploads 102 Install Data 511 empty 9 exporting 6 process 7 Intelligent Call Blending 91

keys. See agent keys
152
Index

online Help x Ordering tab 89 out of sync conditions 9 outbound calling lists See also calling list tabs call result tracking 81 custom fields 83 custom processing 87 defining 80 preprocessing 84 processing order 89 update settings 86 using 53 outbound wait queue 37

recorded messages cassette tapes 50 editing 50 recording settings, correcting 49 rejected records 85 release codes. See completion codes reports descriptions 127129 generating 129131 Install report 131, 132 Out of Sync report 131 report legend 133136

Same Start 63 scheduled events defining 122 examples 125 viewing 121 scripts definition 31 planning 34 wait queue actions 33 Select Producer Reports window 129 setup, Mosaix system 2, 5 shared database 9 source fields 112 special field formatting defining, downloads 63 defining, uploads 99 examples 67, 102 symbols, downloads 65 symbols, uploads 100 special formats data translations, downloads 68 data translations, uploads 103

Pause 33 Pending status code 8, 9 planning agent keys 19 calling lists 80 completion codes 14 downloads 59 inbound lists 91 message assignments 34 messages 27 uploads 95 post update 81 Prepare tab 84 Producer report settings 127 Producer, overview 1

queue types 32
Index
153
defining, downloads 63 defining, uploads 97 fields, downloads 64 fields, uploads 99 filler information, downloads 67 filler information, uploads 102 merged fields 69 Start Looping 34 status codes 8 Structure tab downloads 70 uploads 104 switch year 65, 66, 70, 71 syncronize data 3, 89 system codes 13 system setup 2, 5

telephony script 45 transfer methods anonymous FTP, downloads 73 anonymous FTP, uploads 106 FTP, downloads 74 FTP, uploads 106 host gateway, downloads 75 host gateway, uploads 107 tape, downloads 76 tape, uploads 108 transfer processing 119121 transfer wait queue 42 Translate tab special formats, downloads 68 special formats, uploads 103
Upload Fields tab 97 Method tab 105 Select tab 109 Structure tab 104 upload transfer methods anonymous FTP 106 FTP 106 host gateway 107 tape 108 uploading data translations 103 fields 97 file structure 104 filler information 102 planning 95 special formats 99 user codes 13

virtual message queue 43 Voice Response 34

wait queues actions 33 assigning messages 35 types 32 Windows features 1

Update tab 86
154
Index

Mosaix v11 Producer

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F

About this Guide ............................................................................ix How This Guide is Organized ...............................................................ix

Copying an Application ........................................................................56 Deleting an Application ........................................................................57

Glossary ......................................................................................... 137

Index ................................................................................................ 149

Producer Users Guide

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Producer Users Guide

Producer Users Guide

Producer Users Guide

Install Data Process

Yes Producer Pending statuses changed to Live

No Producer Pending statuses changed to Complete

No Mosaix system settings imported to Producer as Live

Reboot Mosaix system Pending updates installed as active configuration

Contact Mosaix vendor to identify files that have changed

Make necessary changes to Producer files and set status to Complete

Producer Users Guide

Install Data _pO_m4 pm=aapm

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Producer Users Guide

Producer Users Guide

FOamamV phzdFapm p=F

Repeat steps 5 through 7 for each code you want to add.

pympa4pm RphzdppmRpap (mpaRpap

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In the Code Type box, select Agents codes.

Producer Users Guide

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"ddFd AGENT CODES

CANCEL MANAGEDA MANAGEDB AGENT CODES

DONE CONTINUE SEND SOLD VERIFIED UNVERIFIED AORECALL

Producer Users Guide

Producer Users Guide

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Producer Users Guide

Adjust mouth volume

Agent assistant key

Blind trans to INB

Dial pad enable

Display values Field call Go to first editable field Go to screen

Hookflash blind trans

4apm Hookflash supv trans

Log out of job

Managed cancel call Managed dial ahead

Mark as Do Not Call

NOTUSED Place call on hold Re-connect headset

Refresh screen Release line

Producer Users Guide

4apm Toggle Key Transfer call

Undo last change

Producer Users Guide

The following table lists examples of file names.

mwait1 fwait2 mwait1 infwait1 inmwait1 fpf1

Producer Users Guide

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view and type the entire message.

Producer Users Guide

Producer Users Guide

Inbound Universal Automated Universal

Producer Users Guide

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Mosaix requires a sample rate of 8000. T

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Downloading Data p=FOamF"m mpmhp =pmdp"=

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