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MANUALS / SYNTHESYS™

Synthesys™ Overview
A general introduction to Synthesys™. The main features are covered and this could provide an ideal generic User Manual for the novice Synthesys™ user.

Synthesys™ Agent View 
This manual looks at the Agent module, which is used to run callflows that have been implemented within the call centre, guiding your agents through each stage of the call.

Synthesys™ Callflow Design and Outbound Management
A manual describing how callflows, irrespective of their complexity, can be built quickly and easily using the powerful Synthesys™ Callflow Editor  and how to set up escalation procedures using the Synthesys™ Call Tracker. The manual furthermore shows how the Synthesys™ CRM and Outbound modules are used for customer data and dialler management, covering Synthesys™ Selective Queuing Import, the Synthesys™ Queue Manipluation Wizard and Synthesys™ Call Recycling.

Synthesys™ ActiveX Controls
A manual listing all the components that can be used to construct Synthesys™ callflows.

Synthesys™ Call Recycling
A manual for the dialler manager, describing in detail the functionality of the highly visual Synthesys™ Call Recycling module. This module allows the user to devise highly sophisticated calling strategies.

Synthesys™ Manage and Monitor
A manual describing how users, campaigns and call centre activities can be managed using Synthesys™ Personnel, Synthesys™ Teams, Synthesys™ Call Blending, the Synthesys™ Switch and the Synthesys™ Live Monitor.

Synthesys™ Managing Reports
An introduction to the Synthesys™ Campaign Manager and how this module is used to add and schedule reports based on information stored within the Synthesys system.

Synthesys™ System Maintenance
A manual for the system administrator containing valuable information on how to look after your Synthesys™ installation for the best possible performance. Includes suggestions for database maintenance plans and system fine tuning for ideal peroformance.

MANUALS / SYNTHESYS.NET™

Synthesys.NET™ Manual
The definitive primer for the competent user of Synthesys.NET™ core functionality. 

The Synthesys.NET™ Management section of this manual provides information about teams and user management, the Synthesys.NET™ Interaction Studio covers essential aspects around webflow design, and  Synthesys.NET™ Portal describes how webflows are launched and run in the Web Browser. 

Synthesys.NET™ Web Controls
A compendium of all available components for webflow building in Synthesys.NET™
 

Synthesys.NET™ CRM and Outbound
A manual for the advanced user of dialler and CRM features in Synthesys.NET™

Users are introduced to the Synthesys™CRM Editor and Outbound Wizard used to create CRM tables, and to the Synthesys™ Outbound module, where Synthesys™ Selective Queuing Import, the Synthesys™ Queue Manipluation Wizard and Synthesys™ Call Recycling is used to optimise call handling.

Synthesys.NET™ Monitor Functions
A manual describing how call centre activities can be managed and monitored using Synthesys™ Call Blending, the Synthesys™Switch and the Synthesys™ Live Monitor.

ONLINE HELP / SYNTHESYS.NET™ MODULES

Synthesys™.Net Interaction Studio Basics
This document provides an overview of the Synthesys.Net™ Interaction Studio, explaining menu bar and toolbar options and shows how you connect to and synchronize the client machine with the server.

Synthesys™.Net Webflow Design
This document covers essential aspects around webflow design and shows you how to use the Synthesys™ Interaction Studio to build and edit webflows using webflow blocks, web controls and core actions.

Synthesys™.Net Portal
This document describes how the Synthesys.Net™ Portal in the web browser is used to launch and run all webflows, access help pages and view and retrieve parked and held calls.

Synthesys™ Portal Web Parts
This document describes a range of web parts that can be added to the Synthesys.Net™ Portal and their use, including the Webflow Launcher, Help and Park Calls web parts, the Instant Messenger, Agent call Diary, Live Monitor and Link Launcher.

Synthesys™.Net Agent Call Diary
The Synthesys™ Net Agent Call Diary in the Synthesys.Net™ Portal enables call centre agents to view sleeping and scheduled outbound calls and associated CRM information, with the option to manipulate these calls.

Synthesys™.Net Management Basics
Synthesys™ Management is a Silverlight application, hosted on a web page or on the desktop and enables you to access Synthesys.Net™ Teams, Synthesys.Net™ User Management and Synthesys.Net™ Call Lists.

With Synthesys.Net™ Management installed on your desktop, you can also use the Applications tab to launch CRM and Outbound functionality.

Synthesys™.Net Teams
This document describes how you can use the Teams tab in Synthesys™ Management to add and manage primary and sub teams, and users, webflows and outbound lists within these teams.

Synthesys™.Net User Management
This document describes how you can use the User Management tab in Synthesys™ Management to add and manage users and user permissions.

Synthesys™.Net CRM Editor
Using the Applications tab in Synthesys™ Management you can launch the Synthesys.Net™ CRM Editor.  This document describes how you can create and manage Entity/ CRM (Customer Relationship Management) accounts and campaigns in the Synthesys.Net™ CRM Editor. 

 

Synthesys™.Net Call List
This document describes how you can use the Call List tab in Synthesys.Net™ Management to view and manage unprocessed, held and parked web calls.

Synthesys™.Net Outbound Wizard
Using the Applications tab in Synthesys™ Management you can launch the Synthesys.Net™ Outbound Wizard. This document describes how you can create Entity/ CRM accounts, campaigns and outbound lists.

Synthesys™.Net Database Output Action
The Synthesys.Net™ database output action in the Synthesys™ Interaction Studio allows you to export data from a web call to a selected database, using the available insert and update options or running stored procedures.

Synthesys™.Net File Output Action
The Synthesys.Net™ file output action in the Synthesys™ Interaction Studio allows you to export data from a Web call as a comma separated file.

Synthesys™.Net Email Output Action
The Synthesys.Net™ email output action in the Synthesys™ Interaction Studio enables you to send an instant email as part of the Webflow.

Synthesys™.Net Webservice Input Action
This document describes how you can use the Synthesys.Net™ web service input action to connect to a web service in order to return data for use in a Synthesys webflow at runtime. 

Synthesys™.Net Webservice Output Action 
This document describes how you can use the Synthesys.Net™ web service output action to connect to a web service in order to export data from a Synthesys webflow at runtime.

Synthesys™.Net Translation Tool 
The Synthesys.Net™ Translation Tool forms part of the Synthesys Interaction Studio and is used to translate webflow information into a target language. 

Synthesys™ Call Blending
This module looks at the Synthesys™ Blender and how it is used to blend inbound and outbound calls.

You specify how many agents should be available to take inbound calls for each team and the Synthesys™ Blender will assign inbound calls and outbound work to agents accordingly. 

The Do Not Call Process
The Do Not Call (DNC) process, consisting of the Phoenix_DoNotCall table, the Outbound list properties  DNCScope and UseGlobalDNC, the DNC Recycling result and the Dialler Web Service, is used to reduce the impact of persistent nuisance calls in an automated (predictive) environment.

ONLINE HELP / SYNTHESYS™CORE MODULES

Synthesys™ Outbound Manager Basics
This module explains how you can add and configure preview and predictive, as well as SMS and email outbound lists in the Synthesys™ Outbound Manager, using available outbound property settings and specifying the date/ time frame during which calls should be taken. 

Synthesys™ Call Recycling
Information for the dialler manager, describing in detail the functionality of the visual Synthesys™ Call Recycling module. This module allows the user to devise highly sophisticated calling strategies.

Synthesys™ Selective Queuing DB Import
The Synthesys™ Selective Queuing Import ("SQI") utility allows you to import, update and queue customer records from an external database, using the existing Synthesys CRM and Outbound mechanisms. Using the Synthesys™ SQI Wizard you determine the data source, the import selection criteria and when to run the data import, either immediately or at a later stage by creating a SQI report schedule in the Synthesys™ Campaign Manager.

Synthesys™ Selective Queuing File Import
The Synthesys™ Selective Queuing File Import ("SQI") utility allows you to import, update and queue customer records from a flat file. Using the Synthesys™ SQI Wizard you determine the file to be used, the import selection criteria and when to run the data import, either immediately or at a later stage by creating a SQI report schedule in the Synthesys™ Campaign Manager.

Synthesys™ Outbound Groups
Synthesys™ Outbound groups are used to present agents with a combination of calls from multiple call lists of multiple campaigns. Each outbound list within a group has a weighting that determines the ratio of calls to be presented.

Synthesys™ Outbound Quotas
The Synthesys™ Quotas option is used to deactivate an outbound list automatically once a predefined number of calls on a specified call result is achieved and written to the database. 

Synthesys™ Managing Outbound Lists
Synthesys™ Core Managing Outbound Lists provides an explanation of available call outcomes, queue states and queue statistics and shows how you can view and manage your outbound lists.

Synthesys™ Queue Monitor
The Synthesys™ Queue Monitor allows you to remove queued, sleeping and rescheduled calls from the queue of a selected outbound list.  The process can be activated immediately, or at a later stage by creating a SQM report schedule in the Synthesys™ Campaign Manager.

Synthesys™ Queue Manipulation Wizard
The Synthesys™ Queue Manipulation Wizard is used to manipulate the call list of all or selected Outbound lists. You can change the current queue state using the options 'Calls in State',
'Calls matching Filter' or 'All calls in Queue' and instigate the changes immediately, or at a later stage by creating a report schedule in the Synthesys™ Campaign Manager.

Synthesys™ Call Blending 
This module looks at the Synthesys™ Blender and how it is used to blend inbound and outbound calls. You specify how many agents should be available to take inbound calls for each team and the Synthesys™ Blender will assign inbound calls and outbound work to agents accordingly. 

Synthesys™ Live Monitor
The core function of the Synthesys™ Live Monitor is to provide real-time information of call centre activities for call centre supervisors and managers, with information about queue distribution, agent state, handled call and dialler results displayed visually in graphs.

Synthesys™ Report Viewer
The Synthesys™ Report Viewer is used to add and view SQL reports. A range of standard SQL reports will be available as part of the  Synthesys™ installation and your reporting team can add further SQL reports.

Synthesys™ Web Queue Wizard
The Synthesys™ Web Queue Wizard enables users to specify queuing conditions based on CRM data to determine. into which Outbound list incomming web leads are to be placed.

The Do Not Call Process
The Do Not Call (DNC) process, consisting of the Phoenix_DoNotCall table, the Outbound list properties  DNCScope and UseGlobalDNC, the DNC Recycling result and the DoNotCallTable control, is used to reduce the impact of persistent nuisance calls in an automated (predictive) environment.

Noetica Voice Platform
The Noetica Voice Platform consists of the Synthesys™ Switch Strategy Manager and the Synthesys™ Switch Monitor.

Using the Synthesys™ Switch Strategy Manager you associate each incoming DDI with an inbound strategy and configure the strategy to be used. All system messages are held in WAV files and can be customised per inbound campaign. All call details, successful or abandoned, are logged to a database for reporting on call centre performance.

The Synthesys™ Switch Monitor enables supervisors to view and monitor calls made using the Synthesys™ switch, from the moment the call is placed, through to the delivery of the call to an agent, to the call being finished or until the supervisor chooses to stop monitoring the call.

ONLINE HELP / NOETICA SUPPORT PORTAL

Noetica Support Portal
This is a manual describing the usage of the Noetica Technical Support Portal, accessible from this site to all Synthesys™ users.

ONLINE HELP / SYNTHESYS™CLASSIC MODULES

Synthesys™ Callflow Design
Synthesys™ Callflow Design describes how you can use the tools available in the Synthesys™ Callflow Editor to design and implement callflows with a minimum of technical know-how.

Synthesys™ CRM
This document shows how you can use the Synthesys™ CRM (Customer Relationship Management)  to access customer profiles and histories, providing agents with the best possible help in dealing with customers' queries and requests. Customer Relationship Management fully integrates with the other functions of Synthesys™ and allows the agent to view data from a variety of sources.

Synthesys™ Call Tracker
This document shows how you can use the Synthesys™ Call Tracker to follow up and monitor calls that have been taken and how you can create escalation procedures for actions that need to be taken to complete a call, such as sending out technical specialists, or contacting a doctor in an emergency.

Synthesys™ Agents Taking Calls
Synthesys™ Classic Agents Taking Calls provides an overview of the agent module, which is used to run callflows both in a live call situation, and in a testing environment and shows how to navigate through a callflow, access help pages and view and retrieve parked and held calls.

Synthesys™ Agent Call Diary
The Synthesys™ Agent Call Diary enables call centre agents to view sleeping and scheduled outbound calls and associated CRM information, with the option to manipulate these calls.

 

Synthesys™ Message of the Day
The Synthesys™ Message of the Day enables you to send quick text messages or HTML messages with more complex information around the Call Centre. Sound can be switched on and off on the agent workstation, when a new message of the day arrives.

Synthesys™ Agents View Call Tracker
This document describes how the Synthesys™ Call Tracker is used in the agent module to view and retrieve existing call data and how it can provide agents with intelligent advice on how to handle follow-up actions such as paging an engineer or contacting a doctor in an emergency, if required.

Synthesys™ Personnel
This document covers details of Synthesys™ Personnel and how you can set up and maintain user details and permissions.

Synthesys™ Teams
Synthesys™ Teams describes how you can use the Synthesys™ Team module to assign individual agents to particular inbound and outbound lists, reflecting the skill level and expertise of the agents and to control the distribution of workload throughout the call centre.

Synthesys™ Data Export Wizard
The Synthesys™ Data Export Wizard is used to export call data to an external data source, for example to a database table or as a comma separated file.

Synthesys™ HTML Email
The Synthesys™ HTML option in the Synthesys™ Campaign Manager enables users to copy and paste, or type HTML straight into an edit box and to send details in the body of an instant email.