Administration Tasks

This chapter covers the following topics:

Campaigns and Campaign Activities
Campaign Activity Management
Recycling Algorithms
Record Filters
Validation Rules
Country Calendars
Region Calendars
User Defined Calendars
Performance
Administration

Campaigns and Campaign Activities

Use the Campaigns page to view, configure, and modify your campaigns and campaign activities.

Tasks

You can perform the following tasks:

Viewing and Sorting Items

There are six tabs in the Oracle Advanced Outbound Telephony HTML Administration console, including: Campaigns, Algorithms, Calling Calendars, Telephony, Performance, and Administration. Many of these pages contain subtab menus.

Click the Campaigns tab (if not already displayed).

The Campaigns page appears, displaying a summary view table of all active campaigns. The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
- My Campaigns - only displays campaigns created by your user account.
- All Campaigns - allows you to view campaigns created by any user account.
  
  The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns"view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
From the Select Search list, select the search view you want.
From the Name column of the summary view table on the Campaigns page, click the name of the appropriate campaign.

The Interaction Center Campaign Details page appears.
From the side panel, click Campaign Activities.

The Interaction Center Campaign Activities page appears, displaying a summary view table of any existing campaign activities associated to the selected campaign.
From the Activity Name column of the summary view table, click the name of the appropriate campaign activity.

The Interaction Center Campaign Activity Details page appears and the side panel expands to include a Campaign Activity Subsets link.
From the side panel, click Campaign Activity Subsets.

The Interaction Center Campaign Activity Subsets page appears, displaying a summary view table of any existing subsets for the selected campaign activity.
In the Load Priority column of the summary view table, click the Move Up or Move Down arrows as appropriate to establish the desired priority order for your subsets.
Click Update.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Campaigns tab (if not already displayed).

The Campaigns page appears, displaying a summary view table of all active campaigns. The Campaigns page is the default page for the Oracle Advanced Outbound Telephony HTML Administration console. This page contains 2 seeded view settings:
- My Campaigns - only displays campaigns created by your user account.
- All Campaigns - allows you to view campaigns created by any user account.
  
  The "All Campaigns" view is the default view for this page, however, you can select the "My Campaigns"view from the list in the Select Search field, or create your own custom view. To create a custom search view, refer to the Creating Custom Searches topic.
From the Select Search list, select the search view you want.
From the Name column of the summary view table on the Campaigns page, click the name of the campaign under which the campaign activity for which you want to modify subsets resides.

The Interaction Center Campaign Details page appears.
From the side panel, click Campaign Activities.

The Interaction Center Campaign Activities page appears, displaying a summary view table of all existing campaign activities associated to the selected campaign.
From the Activity Name column of the summary view table, click the name of the campaign activity for which you want to create subsets.

The Interaction Center Campaign Activity Details page appears.
From the side panel, click Campaign Activity Subsets.

The Interaction Center Campaign Activity Subsets page appears, displaying a summary view table of all existing subsets for the selected campaign activity.
From the Subset Name column of the summary view table, click the name of the subset containing the selection criteria you want to shadow.

The Subset Details page appears.
Next to the Selection Criteria Shadow area, click Edit.

The Edit Campaign Activity Subset Selection Criteria page appears.
In the Field column, type the name of the field you want to use as the condition for the selection criteria.

Note: If you are not sure of the field name, you can click the search icon (flashlight). Doing so will open the Select a Field dialog box, in which you can search for and select a field name.
From the list in the Operator column, select the operator you want to use for your subset condition.
In the Field Value column, type the value you want to use for your subset condition.
To test how many records this condition will pull from the target group, click Test.
Click Update.

Note: If you want to add multiple conditions to the condition statement, repeat steps 13-16 in the next set of fields below the ones for your current condition, but remember to select how you want the conditions joined from the list in the Join Condition field before clicking Create Subset.
Click Done.

You are returned to the Interaction Center Campaign Activity Subsets page.
If you want to replace the active selection criteria with your new selection criteria:
1. From Subset Name column of the summary view table, click the subset for which you used the subset shadow feature.
  
  The Subset Details page appears.
2. Select the Replace Selection Criteria option.
3. Click Update.
4. From the side panel, click Campaign Activity Subsets.
  
  Interaction Center Campaign Activity Subsets page appears.
5. Click Update.
  
  The new selection criteria replaces the old selection criteria.

Campaign Activity Management

Use the Campaign Activity Management page to append target group entries, or schedule them to be appended at a later date.

Tasks:

You can perform the following tasks:

Moving Campaign Activity Entries

Moving Campaign Activity Entries

Oracle Advanced Outbound Telephony allows you to copy new records to an existing campaign activity by creating a new campaign activity and appending it to an existing campaign activity. This process allows you to dynamically add new records to a campaign activity, or, in other words, add records to a campaign activity while records from that campaign activity are being dialed.

Use the Steps below to append campaign activity entries.

Prerequisite

To access the Oracle Advanced Outbound Telephony HTML Administration console, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. An existing campaign activity must be present and you must have already created the new campaign activity containing the list information you want to append to the existing campaign activity. The campaign activity must be validated at least once. The status for both the source and the destination campaign activities must be either "Locked" or "Executing", and the campaign activities must be Call Center Ready.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Campaigns tab (if not already displayed).
Click the Campaign Activity Management subtab.

The Copy Activity Entries page appears.
From the View list, select the view you want.

This page contains 2 seeded view settings:
- My Activities - only displays campaign activities created by your user account.
- All Activities - allows you to view campaign activities created by any user account.
In the Copy Link column, click the Copy hyperlink for the campaign activity from which you want to copy entries.

The Copy Activity Entries page appears.
In the To: list, select the campaign activity to which you want to copy entries.
Select either the Copy Now option, or the Copy at a future time option.
If you selected Copy at a future time:
1. Click the calendar icon and select the date on which you want the campaign activity copy to occur.
2. Select the hour and minute at which you want the copy to occur on the selected day.
Click Copy.

Recycling Algorithms

Use the Recycling Algorithms page to create, or remove recycling algorithms; add, modify, or remove algorithm conditions, and sub-conditions; add or remove pre and post-processing actions; and set up actions to execute if no sub-conditions are met.

Tasks

You can perform the following tasks:

Viewing and Sorting Items

Use the steps below to view or sort the contents of a selected page in the Oracle Advanced Outbound Telephony HTML Administration console.

Prerequisite

To access the Oracle Advanced Outbound Telephony HTML Administration console, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

From the Oracle Advanced Outbound Telephony HTML Administration console, click the tab you want to view.

The selected page appears, displaying a summary view table of its contents.
Click the subtab menu item you want to view (if other than the default).

The selected subtab menu item's page appears, displaying a summary view table of its contents.

Note: The Oracle Advanced Outbound Telephony HTML Administration console always defaults to the first subtab's contents.
If there are more items than can fit in the page, click First, Previous, Next, or Last to continue viewing the items.
Click the column header by which you want to sort the contents of the summary view table.

Note: You can sort the summary view table items in either ascending or descending order by clicking any of the underlined column headers.

A blue sort arrow appears to the right of the column heading. This arrow indicates whether you are sorting in ascending or descending order.
Click the arrow to reverse the sort order.

Creating Recycling Algorithms

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
In the Remove column, click the box for the recycling algorithm you want to remove.
Click Update.

The selected recycling algorithm is removed.

Changing the Source Type Code for an Algorithm

Oracle Advanced Outbound Telephony allows you to change the source type code for a recycling algorithm.

Source types define how fields from the database (typically TCA) map to the columns of a list entry.

Oracle Advanced Outbound Telephony recycling algorithms are directly associated to source types because they define which fields are present in a list.

Oracle Advanced Outbound Telephony supports two source types:

B to B - Business to Business (ORGANIZATION_CONTACT_LIST)
B to C - Business to Consumer (PERSON_LIST)

Use the steps below to change the source type code for a recycling algorithm.

Prerequisite

To change the source type code for a recycling algorithm, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. At least one algorithm must have already been created.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
In the Source Type Code column, select a different source type code from the list.
Click Update.

The Recycling Algorithms page refreshes to display the new source type code for the recycling algorithm.

Using the Recycling Algorithm Shadow Feature

Oracle Advanced Outbound Telephony automatically creates a duplicate, or shadow, version of each recycling algorithm. This shadow version is displayed to the right of the original or "live" version on the Recycling Algorithm Detail page. You can use the shadow version to make changes to or manipulate the recycling algorithm without affecting the original. Once you are satisfied with your changes, you can click Replace to apply the changes to the original version.

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name under which the condition you want to modify resides.

The Recycling Algorithm Details page appears, displaying the summary view of the recycling algorithm.
Click Root.

Note: To modify conditions, you must click the next highest level. For example, if you have a condition listed under the Root level, you must click Root to modify the condition.

The Recycling Algorithm Condition Details page appears, displaying a list of all existing top level conditions under it.
1. To modify the order of the condition statements (if there is more than one condition under the selected level): click the blue sort arrow that appears in front of the condition text you wish to move. Clicking the arrow will move that condition up or down one place (depending on which way the arrow is facing).
2. To modify the condition: click Edit for the condition you want to edit. When the Edit Recycling Algorithm Condition page appears, you can modify the operator and value of the expression by making new selections from the list for each, then clicking Update.
3. To add multiple expressions to the condition statement: in the next set of fields below the ones for your current expression, repeat appropriate steps from the Adding Algorithm Conditions topic. Remember to select how you want the expressions joined from the list in the Expressions Joined By field before clicking Update.
On the Edit Recycling Algorithm Condition page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears, displaying your modified condition(s) in the shadow area.
If you are satisfied with your modified algorithm condition(s), click Replace.

The Recycling Algorithm Detail page refreshes to display the modified condition(s).

Deleting Algorithm Conditions

Use the steps below to delete algorithm conditions from existing recycling algorithms in Oracle Advanced Outbound Telephony.

Prerequisite

To delete algorithm conditions, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm with more than one existing condition, sub condition, or action.

Note: A condition must have at least one sub-condition or action. Therefore, the Oracle Advanced Outbound Telephony HTML Administrator console will not allow you to delete the only condition if no sub-conditions or actions are present.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm from which you want to delete conditions.

The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.
From the list of existing recycling algorithms, click Root to access the top level conditions.

The Recycling Algorithm Condition Details page appears, displaying all the existing top level conditions.
From the Recycling Algorithm Condition Details page, click Delete for the condition you want to delete.

The selected condition is deleted.
On the Edit Recycling Algorithm Condition page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears.
Click Replace.

The Recycling Algorithm Detail page refreshes to remove the selected condition(s).

Adding Algorithm Sub-Conditions

Follow the steps below to add sub-conditions to existing recycling algorithm conditions.

Prerequisite

To add algorithm sub-conditions, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm and existing condition, to which you can add the sub-conditions.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm to which you want to add conditions.

The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.
From the Shadow area of the Recycling Algorithm Details page, click Condition (for the condition statement to which you want to add a sub-condition).

The Recycling Algorithm Condition Details page appears, displaying two areas:
- a Sub-Conditions area
- an Actions if no sub-condition met area
Under the Sub-Conditions heading, click Insert Condition.

The Edit Recycling Algorithm Condition page appears, displaying a summary view table for algorithm conditions.
From the Expression column, select the condition you want from the list and click Update.

The Expression column expands with additional fields, to allow you to enter the operator and value for the condition.
From the field directly after the condition statement, select the operator you want to use for your condition.
From the last field, select the value you want to use for your condition and click Update.

The summary view table updates to show your new condition.

Note: If you want to add multiple expressions to the condition statement, repeat steps 5-7, but remember to select how you want the expressions joined from the list in the Expressions Joined By field before clicking Update.

Note: If you want to add additional conditions, repeat steps 4-7 for each additional condition.
On the Edit Recycling Algorithm Condition page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears, displaying your new condition(s) in the shadow area.
If you are satisfied with your new algorithm condition(s), click Replace.

The Recycling Algorithm Detail page refreshes to display the new condition(s).

Modifying Algorithm Sub-Conditions

Use the steps below to modify recycling algorithm sub-conditions in Oracle Advanced Outbound Telephony.

Prerequisite

To modify recycling algorithm sub-conditions, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. Existing algorithm sub-conditions must also be present.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name under which the condition you want to modify resides.

The Recycling Algorithm Details page appears, displaying the summary view of the recycling algorithm.
Click Condition: for the condition one level above the sub-condition you want to modify.

Note: To modify conditions, you must click the next highest level. For example, if you have a sub-condition listed under a top level condition, you must click Condition: for the top level condition to modify the sub-condition under it.

The Recycling Algorithm Condition Details page appears, displaying a list of all existing sub-conditions under the condition you clicked.
1. To modify the order of the condition statements (if there is more than one sub-condition under the selected level): click the blue sort arrow that appears in front of the condition text you wish to move. Clicking the arrow will move that condition up or down one place (depending on which way the arrow is facing).
2. To modify the sub-condition: click Edit for the sub-condition you want to edit. When the Edit Recycling Algorithm Condition page appears, you can modify the operator and value of the expression by making new selections from the list for each, then clicking Update.
3. To add multiple expressions to the sub-condition statement: in the next set of fields below the ones for your current expression, repeat steps 6-8 from the Adding Algorithm Sub-Conditions topic. Remember to select how you want the expressions joined from the list in the Expressions Joined By field before clicking Update.
On the Edit Recycling Algorithm Condition page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears, displaying your modified condition(s) in the shadow area.
If you are satisfied with your modified algorithm condition(s), click Replace.

The Recycling Algorithm Detail page refreshes to display the modified condition(s).

Deleting Algorithm Sub-Conditions

Use the steps below to delete algorithm conditions from existing recycling algorithms in Oracle Advanced Outbound Telephony.

Prerequisite

Note: A sub-condition must have at least one sub-condition or action. Therefore, the Oracle Advanced Outbound Telephony HTML Administrator console will not allow you to delete the only sub-condition if no other sub-conditions or actions are present.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm from which you want to delete sub-conditions.

The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.
From the list of existing recycling algorithms, click Condition: for the algorithm condition one level above the sub-condition you want to delete.

The Recycling Algorithm Condition Details page appears, displaying all the existing sub-conditions under the selected condition.
From the Recycling Algorithm Condition Details page, click Delete for the sub-condition you want to delete.

The selected sub-condition is deleted.
On the Edit Recycling Algorithm Condition page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears.
Click Replace.

The Recycling Algorithm Detail page refreshes to remove the selected condition(s).

Adding Actions Performed if no Sub-Conditions are met

Use the steps below to add actions if no sub-conditions are met to existing algorithm conditions or sub-conditions in Oracle Advanced Outbound Telephony.

Prerequisite

To add actions if no sub-condition is met, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm, to which you can add the actions.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm to which you want to add conditions.

The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.

Note: If this is a new algorithm, the summary view will not contain any actions or conditions.
From the Recycling Algorithm Details page, click Root (if you want to add actions to a top level condition), or click Condition: for the condition under which the sub-condition to which you want to add an action resides.

The Recycling Algorithm Condition Details page appears, displaying two areas:
- a Sub-Conditions area
- an Actions if no sub-condition met area
Under the Actions if no sub-condition met field, click Insert Action.

The Edit Recycling Algorithm Action page appears, displaying a summary view table for actions.
From the Action column of the summary view table, select the action you want to add and click Update.

Note: Some actions require you to enter further information. The actions that require additional information have "..." after their name in the list. If the action you selected requires additional information, when you click Update, additional fields will appear, in which you need to enter information. Once you have entered the necessary additional information, click Update.

The selected action is added and the summary view table updates to show the new action.
On the Edit Recycling Algorithm Action page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears, displaying your new action(s) in the shadow area.
If you are satisfied with your new algorithm action(s), click Replace.

The Recycling Algorithm Detail page refreshes to display the new action(s).

Modifying Actions Performed if no Sub-Conditions are met

Use the steps below to modify actions if no sub-conditions are met in existing algorithm conditions or sub-conditions in Oracle Advanced Outbound Telephony.

Prerequisite

To modify actions if no sub-condition is met, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm with actions.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm from which you want to modify actions if no sub-condition are met.

The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.
From the Recycling Algorithm Details page, click Root (if you want to modify actions from a top level condition), or click Condition: for the condition under which the sub-condition in which you want to modify an action resides.

The Recycling Algorithm Condition Details page appears, displaying two areas:
- a Sub-Conditions area
- an Actions if no sub-condition met area
From the Sub-Conditions met area, click the condition expression under which the action you want to modify resides.

Note: If the action is linked to the root level of the condition, it will appear under the Actions if no sub-condition met area. You do not need to click a condition expression. You can modify the action directly from this page by clicking Edit.

The Recycling Algorithm Conditions page updates to display any existing sub-conditions or actions under the condition expression you clicked.
Under the Actions if no sub-condition met area, click Edit for the action you want to modify.
1. To modify the order of the actions (if there is more than one action): click the blue sort arrow that appears in front of the action text you wish to move. Clicking the arrow will move that action up or down one place (depending on which way the arrow is facing).
2. To modify the action: click Edit for the action you want to modify. When the Edit Recycling Algorithm Action page appears, you can modify the action by making new selections from the list for its components, then clicking Update.
3. To add additional actions: from the Action column of the summary view table, click the arrow in the field below the existing action and select the action you want to add and click Update.
  
  Note: Some actions require you to enter further information. The actions that require additional information have "..." after their name in the list. If the action you selected requires additional information, when you click Update, additional fields will appear, in which you need to enter information. Once you have entered the necessary additional information, click Update.
  
  The selected action is modified and the summary view table updates to show the modified action.
On the Edit Recycling Algorithm Action page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears, displaying your modified action(s) in the shadow area.
If you are satisfied with your modified algorithm action(s), click Replace.

The Recycling Algorithm Detail page refreshes to display the modified action(s).

Deleting Actions Performed if no Sub-Conditions are met

Use the steps below to delete actions if no sub-conditions are met from existing algorithm conditions or sub-conditions in Oracle Advanced Outbound Telephony.

Prerequisite

To delete actions if no sub-condition is met, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must also have an existing algorithm with actions.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click Algorithms > Recycling Algorithms.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
From the list of existing recycling algorithms, click the algorithm name of the algorithm from which you want to delete actions if no sub-condition are met.

The Recycling Algorithm Detail page appears, displaying a summary view of all the existing pre and post-processing actions and all the existing conditions.
From the Recycling Algorithm Details page, click Root (if you want to delete actions from a top level condition), or click Condition: for the condition under which the sub-condition from which you want to delete an action resides.

The Recycling Algorithm Condition Details page appears, displaying two areas:
- a Sub-Conditions area
- an Actions if no sub-condition met area
From the Sub-Conditions met area, click the condition expression under which the action you want to delete resides.

Note: If the action is linked to the root level of the condition, it will appear under the Actions if no sub-condition met area. You do not need to click a condition expression. You can delete the action directly from this page by clicking Delete.

The Recycling Algorithm Condition Details page updates to display any existing sub-conditions or actions under the condition expression you clicked.
Click Delete for the action you want to delete.

The selected action is deleted.
On the Edit Recycling Algorithm Action page, click the hyperlinked algorithm name.

The Recycling Algorithm Detail page appears.
Click Replace.

The Recycling Algorithm Detail page refreshes to remove the selected action(s).

Record Filters

Use this page to create, modify, and remove record filters.

Tasks

You can perform the following tasks:

Viewing and Sorting Items

Click the Algorithms tab.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
On the Recycling Algorithms page, click the Record Filters subtab.

The Record Filters page appears, displaying a list of the existing record filters.
In the Remove column, click the box for the record filter you want to remove.
Click Update.

The selected record filter is removed.

Validation Rules

Use the Validation Rules page to create, modify, or remove validation rules for Oracle Advanced Outbound Telephony.

Tasks

Viewing and Sorting Items

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Algorithms tab.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
Click the Validation Rules subtab.

The Validation Rules page appears, displaying a summary view table of all existing validation rules.
From the Remove column of the summary view table, click the box for the rule you want to remove.
Click Update.

The Edit Validation Rule Actions page updates and the selected rule is removed from the list.

Prerequisite:

To remove validation rules, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must have an existing validation rule with more than one action.

Note: A validation rule must have at least one action. Therefore, the Oracle Advanced Outbound Telephony HTML Administrator console will not allow you to delete the only action if no other actions are present.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Algorithms tab.

The Recycling Algorithms page appears, displaying a list of all existing recycling algorithms. The Recycling Algorithm page is the default view for the algorithms page.
Click the Validation Rules subtab.

The Validation Rules page appears, displaying a summary view table of all existing validation rules.
From the Name column of the summary view table, click the name of the validation rule that contains the action you want to remove.
From the Remove column of the summary view table, click the box for the rule you want to remove.
Click Update.

The Edit Validation Rule Actions page updates and the selected action is removed from the list.

Country Calendars

Use the Country Calendars page to create, modify and remove country calendars in Oracle Advanced Outbound Telephony. You can also create holidays or exceptions for the country calendars.

Tasks

You can perform the following tasks:

Viewing and Sorting Items

Click the Calling Calendars tab.
Click the Holidays and Exceptions subtab.

The Holidays and Exceptions page appears, displaying a summary view table of all existing holidays and exceptions.
In the Remove column, click the box of the holiday or exception you want to remove.
Click Update.

The selected holiday or exception is removed.

Region Calendars

Use the Region Calendars page to create, modify, or remove region calendars in Oracle Advanced Outbound Telephony. You can also create holidays and exceptions for these region calendars.

Tasks

You can perform the following tasks:

Viewing and Sorting Items

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.

The calling calendars page appears, displaying a list of all existing country calendars. The Country Calendars page is the default view for the calling calendars page.
Click the Region Calendars subtab.

The Region Calendars page appears, displaying a list of all existing region calendars.
In the Remove column, click the box for the region calendar you want to remove.
Click Update.

The selected region calendar is removed.

Prerequisite

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.

The Country Calendars page appears, displaying a list of all existing country calendars. The Country Calendars page is the default view for the Calling Calendars page.
Click the subtab for the appropriate calendar type.

Your options are:
- Country Calendar
- Region Calendar
- User Defined Calendar
In the Calendar Name column, click the hyperlinked calendar name for the calendar TO WHICH you want to inherit information.

The Calendar Details page appears for the appropriate calendar type.
From the Inherit From list, select the calendar FROM WHICH you want to inherit information.
Click Inherit.

The information from the "inherit from" or parent calendar is propagated to the selected or child calendar.

Prerequisite

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.

The Country Calendars page appears, displaying a list of all existing country calendars. The Country Calendars page is the default view for the Calling Calendars page.
Click the subtab for the appropriate calendar type.

Your options are:
- Country Calendar
- Region Calendar
- User Defined Calendar
In the Calendar Name column, click the plus sign (+) for the appropriate parent calendar. This expands the parent calendar to show all of its child calendars.
Click the hyperlinked name of the child calendar you want to uninherit.

The Calendar Details page appears for the selected child calendar.
Click Uninherit.

The child calendar is uninherited from the parent calendar. The former child calendar will now appear on its own in the summary view table on the main calendar page for the selected calendar type (Country, Region, or User Defined).

Prerequisite

To create holidays or exceptions for use with calling calendars, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.
Click the Holidays and Exceptions subtab.

The Holidays and Exceptions page appears, displaying a summary view table of all existing holidays and exceptions.
Click Create Exception.

The Create Exception page appears.
In the Exception Name field, type a name for the holiday or exception you are creating.
In the fields provided in the Exception Type area, you can specify when you want the exception to occur. You can set an exception to happen on a given date each year, on a given date once ever, or on a regularly occurring interval (example - first Monday in January).
1. To set the exception to occur on a specified date each year, click the top radio button, select the month from the list of months, and select the day from the list of days.
2. To set the exception to occur on a specified date once ever, click the middle radio button, select a month from the list of months, select a day from the list of days, and type a year in the final field.
3. To set the exception to happen at a regularly occurring interval, click the bottom radio button, select the interval time from the list in the first field, select the day of the week from the list in the middle field, and select the month from the list in the last field.
Click Create.

The Holiday and Exception Details page appears, and you receive a confirmation message stating that your exception was successfully created.
From the list in the View/Edit Calendar field, select Edit Holiday Callable Regions.

The Holiday and Exception Details page refreshes to allow you to click an exception region.

Note: To get to the Exception Region Details page, you can click any of the region times; however, by clicking that time you automatically populate start time fields in the Exception Region Details page.
From the Region Type list on the Exception Region Details page, select Callable if you want to change the designated time period to callable hours, or select Not callable if you want change the designated time period to non-callable hours.
In the Start Time Hour and Minute fields, if the start time has not automatically defaulted to the time you want to begin calling, select the hour and minute from the respective lists.

Note: All times in the Hour field are displayed in 24 hour format (0:00 - 24:00). The Minute field allows you to select between 00 (on the hour) and 30 (on the half-hour) time increments.
In the End Time Hour and Minute fields, select the hour and minute from the respective lists.
Click Apply.

The Holiday and Exception Details page refreshes to display a confirmation message stating that your exception was successfully created.

To assign the exception to a calendar, refer to the Assigning Holidays and Exceptions to Calendars topic.

Prerequisite

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.
Click the subtab for the appropriate calendar type.

Your options are:
- Country Calendar
- Region Calendar
- User Defined Calendar
In the Calendar Name column, click the hyperlinked calendar name for the calendar to which you want to assign a holiday or exception.

Note: If the calendar to which you want to assign a holiday or exception is the child of another calendar, click the plus sign (+) for the appropriate parent calendar. This expands the parent calendar to show all of its child calendars.

Note: Now you can click the hyperlinked name of the child calendar.

The Calendar Details page appears for the selected calendar type.
From the side panel, click Exception List.

The Holidays and Exceptions page appears, displaying a summary view table of any holidays and exceptions already assigned to the selected calendar.
Click Assign Exception.

The Assign Exceptions to a Calendar page appears, displaying a summary view table of all existing holidays and exceptions.
In the Assign column, click the box for the exception you want to assign to the calendar.
Click Update.

The Holidays and Exceptions page appears, displaying the newly assigned exception in the summary view table.

Prerequisite

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.
Click the subtab for the appropriate calendar type.

Your options are:
- Country Calendar
- Region Calendar
- User Defined Calendar
In the Calendar Name column, click the hyperlinked calendar name for the calendar from which you want to unassign a holiday or exception.

Note: If the calendar from which you want to unassign a holiday or exception is the child of another calendar, click the plus sign (+) for the appropriate parent calendar. This expands the parent calendar to show all of its child calendars.

Note: Now you can click the hyperlinked name of the child calendar.

The Calendar Details page appears for the selected calendar type.
From the side panel, click Exception List.

The Holidays and Exceptions page appears, displaying a summary view table of any holidays and exceptions already assigned to the selected calendar.
In the Remove column, click the box for the exception you want to unassign from the calendar.
Click Update.

Prerequisite

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.
Click the Holidays and Exceptions subtab.

The Holidays and Exceptions page appears, displaying a summary view table of all existing holidays and exceptions.
In the Remove column, click the box of the holiday or exception you want to remove.
Click Update.

The selected holiday or exception is removed.

User Defined Calendars

Use the User Defined Calendars page to create, modify, or remove user defined calendars in Oracle Advanced Outbound Telephony. You can also create holidays and exceptions for these user defined calendars.

Tasks

You can perform the following tasks:

Viewing and Sorting Items

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.

The Country Calendars page appears, displaying a list of any existing country calendars. The Country Calendars page is the default view for the calling calendars tab.
On the Country Calendars page, click the User Defined Calendars subtab.

The User Defined Calendars page appears, displaying a list of all existing user defined calendars.
In the Remove column, click the box for the user defined calendar you want to remove.
Click Update.

The selected user defined calendar is removed.

Prerequisite

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.

The Country Calendars page appears, displaying a list of all existing country calendars. The Country Calendars page is the default view for the Calling Calendars page.
Click the subtab for the appropriate calendar type.

Your options are:
- Country Calendar
- Region Calendar
- User Defined Calendar
In the Calendar Name column, click the hyperlinked calendar name for the calendar TO WHICH you want to inherit information.

The Calendar Details page appears for the appropriate calendar type.
From the Inherit From list, select the calendar FROM WHICH you want to inherit information.
Click Inherit.

The information from the "inherit from" or parent calendar is propagated to the selected or child calendar.

Prerequisite

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.

The Country Calendars page appears, displaying a list of all existing country calendars. The Country Calendars page is the default view for the Calling Calendars page.
Click the subtab for the appropriate calendar type.

Your options are:
- Country Calendar
- Region Calendar
- User Defined Calendar
In the Calendar Name column, click the plus sign (+) for the appropriate parent calendar. This expands the parent calendar to show all of its child calendars.
Click the hyperlinked name of the child calendar you want to uninherit.

The Calendar Details page appears for the selected child calendar.
Click Uninherit.

The child calendar is uninherited from the parent calendar. The former child calendar will now appear on its own in the summary view table on the main calendar page for the selected calendar type (Country, Region, or User Defined).

Prerequisite

To create holidays or exceptions for use with calling calendars, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Calling Calendars tab.
Click the Holidays and Exceptions subtab.

The Holidays and Exceptions page appears, displaying a summary view table of all existing holidays and exceptions.
Click Create Exception.

The Create Exception page appears.
In the Exception Name field, type a name for the holiday or exception you are creating.
In the fields provided in the Exception Type area, you can specify when you want the exception to occur. You can set an exception to happen on a given date each year, on a given date once ever, or on a regularly occurring interval (example - first Monday in January).
1. To set the exception to occur on a specified date each year, click the top radio button, select the month from the list of months, and select the day from the list of days.
2. To set the exception to occur on a specified date once ever, click the middle radio button, select a month from the list of months, select a day from the list of days, and type a year in the final field.
3. To set the exception to happen at a regularly occurring interval, click the bottom radio button, select the interval time from the list in the first field, select the day of the week from the list in the middle field, and select the month from the list in the last field.
Click Create.

The Holiday and Exception Details page appears, and you receive a confirmation message stating that your exception was successfully created.
From the list in the View/Edit Calendar field, select Edit Holiday Callable Regions.

The Holiday and Exception Details page refreshes to allow you to click an exception region.

Note: To get to the Exception Region Details page, you can click any of the region times; however, by clicking that time you automatically populate start time fields in the Exception Region Details page.
From the Region Type list on the Exception Region Details page, select Callable if you want to change the designated time period to callable hours, or select Not callable if you want change the designated time period to non-callable hours.
In the Start Time Hour and Minute fields, if the start time has not automatically defaulted to the time you want to begin calling, select the hour and minute from the respective lists.

Note: All times in the Hour field are displayed in 24 hour format (0:00 - 24:00). The Minute field allows you to select between 00 (on the hour) and 30 (on the half-hour) time increments.
In the End Time Hour and Minute fields, select the hour and minute from the respective lists.
Click Apply.

The Holiday and Exception Details page refreshes to display a confirmation message stating that your exception was successfully created.

Click the Calling Calendars tab.
Click the Holidays and Exceptions subtab.

The Holidays and Exceptions page appears, displaying a summary view table of all existing holidays and exceptions.
In the Remove column, click the box of the holiday or exception you want to remove.
Click Update.

The selected holiday or exception is removed.

Performance

Use the Performance page to generate a wide range of reports.

Note: None of the reports on the Performance tab will pull any data unless the Server Properties (subtab on the Administration tab) has been set to correspond correctly with the database time zone. For information on configuring your server properties, refer to the Configuring Server Properties topic in this guide.

Tasks

Viewing and Sorting Items

There are six tabs in the Oracle Advanced Outbound Telephony HTML Administration console, including: Campaign Activities, Algorithms, Calling Calendars, Telephony, Performance, and Administration. Many of these pages contain subtab menus.

Use the steps below to view or sort the contents of a selected page in the Oracle Advanced Outbound Telephony HTML Administration console.

Prerequisite

To access the Oracle Advanced Outbound Telephony HTML Administration console, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

From the Oracle Advanced Outbound Telephony HTML Administration console, click the tab you want to view.

The selected page appears, displaying a summary view table of its contents.
Click the subtab menu item you want to view (if other than the default).

The selected subtab menu item's page appears, displaying a summary view table of its contents.

Note: The Oracle Advanced Outbound Telephony HTML Administration console always defaults to the first subtab's contents.
If there are more items than can fit in the page, click First, Previous, Next, or Last to continue viewing the items.
Click the column header by which you want to sort the contents of the summary view table.

Note: You can sort the summary view table items in either ascending or descending order by clicking any of the underlined column headers.

A blue sort arrow appears to the right of the column heading. This arrow indicates whether you are sorting in ascending or descending order.
Click the arrow to reverse the sort order.

Explanation of Report Results

Column Name	Description
Start Time	Time at which the first agent logged in.
Report Request Time	Browser time when report was requested
Statistics as of	Time when AO servers last updated data
Total Active Time	Total Agent Active (Non-Idle) time
Total Login Time	Total Agent Login time
Records Loaded	Total number of records in the target group that passed validation.
Records Remaining	Records that are to be called i.e. Records Loaded minus ‘Do Not Use' Records
Callable Records	Number of Remaining Records that are callable at this time

General Dialing

Column Name	Description
Total Dials	Total number of dials placed since the start time
Preview Dials	Total number of preview dials placed since the start time
Timed Preview Dials	Total number of timed preview dials placed since the start time
Progressive Dials	Total number of progressive dials placed since the start time
Manual Dials	Total number of manual dials placed since the start time
Utilization	Utilization is a measure of how much time is spent working on calls rather than waiting for a call to arrive. It is calculated as: (total talk time + total wrapup time)/(total wait time + total talk time + total wrapup time)
Maximum Agents	Max Agents logged in today/last hour/last 5 minutes

Use the steps below to generate a Dialing Statistics report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click Dialing Statistics.

The Dialing Statistics page appears.
From the Campaign/Activity list, select the campaign or campaign activity for which you want to see dialing statistics.

The Dialing Statistics page updates to reflect the generated report results.

Explanation of Report Results

Column Name	Description
Start time	Time at which the first agent logged in
Report Request Time	Browser time when report was requested
Statistics as of	Time when AO servers last updated data
Total Active Time	Total Agent Active (Non-Idle) time
Total Login Time	Total Agent Login time
Current Agents	Number of Agents Currently logged in
Average Talk Time	Average time spent talking to a customer. Calculated as: total_talk_time/calls_offered
Average Wrapup Time	Average time spent wrapping up a call. Calculated as: total_wrapup_time/calls_offered
Utilization	Utilization is a measure of how much time is spent working on calls rather than waiting for a call to arrive. It is calculated as: (total talk time + total wrapup time)/(total wait time + total talk time + total wrapup time)
Records Loaded	Total number of records in the target group that passed validation.
Records Called Once+	Records that have been called at least once.
Records Removed	Records marked as ‘Do Not Use'
Records Remaining	Records loaded minus Records Removed
Records Currently Unavailable	Records that cannot currently be called
Records Currently Available	Records that are currently callable
List Penetration	This is a measure of how much of the list we have consumed. It is calculated as: Records Removed/Records Loaded
Predicted Exhaustion	Predicted exhaustion is the time after which we expect to run out of records in this list. Calculating it takes into account the current rate of record consumption and the total available records.
Dials	Total dials placed. Also calculated are values per login hour, and per active hour.
Calls Offered	Total dials serviced by agents. Also calculated are values per login hour, and per active hour.
Contacts	Total live customers who were serviced by agents. Also calculated are values per login hour, and per active hour.
Sales	Total dials that resulted in a Sale. Also calculated are values per login hour, and per active hour.
Positive Responses	Total dials that resulted in a Positive Response. Also calculated are values per login hour, and per active hour.

The table at the bottom of the page displays the outcome/result codes for the calls placed for this Campaign Activity. The table has a row for each unique outcome-result pair. The following describe the data presented on each of these outcome-result pairs.

Column Name	Description
Calls	Total calls placed that had this outcome-result pair.
Outcome-Result % of Calls	Percentage of total calls that had this outcome-result pair.
Contacts	Total live customers who were serviced by agents.
Outcome-Result % of Contacts	Percentage of contacts that had this outcome-result pair.
Positive Responses	Total dials that resulted in a Positive Response.
Outcome-Result % of Positive Responses	Percentage of positive response calls that had this outcome-result pair.
Result % of Outcome	Percentage of total calls with this outcome that had this result.
Outcome-Results per hour	Number of occurrences of this outcome-result pair per hour.

Use the steps below to generate a campaign activity call results detail report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click Campaign Call Results Detail.

The Campaign Call Results Detail page appears.
From the Campaign/Activity list, select the campaign or campaign activity for which you want to see call result details.

The Campaign Call Results Detail page updates to reflect the generated report results.

Explanation of Report Results

Column Name	Description
Campaign	The campaign on which the reports will generate dialing statistics.
Separate by Range	This option separates the display into rows for: higher, lower, and within the specified acceptable range.
Acceptable Range Quantity	The Acceptable Range Quantity specifies which value (for each row) is compared to the threshold values to determine which bin the row should appear in. For example, if you select "Records Currently Available", then the available records count for each campaign/activity is compared to the threshold values, and the campaigns/activities are grouped accordingly.
Acceptable Range Min	The minimum parameter for your range.
Acceptable Range Max	The maximum parameter for your range.
Today's Start time	Time at which the first agent logged in today
Report Request Time	Browser time when report was requested
Statistics as of	Time when AO servers last updated data
Total Active Time	Total Agent Active (Non-Idle) time
Total Login Time	Total Agent Login time
Campaign Activities/Subsets	Campaign Activities and Subsets belonging to this Campaign Activity.
Dialing Mode	Manual, Preview, Timed Preview, or Progressive.
Records Loaded	Total number of records in the target group that passed validation.
Records Called Once+	Records that have been called at least once. Also calculated is the percentage of Records called once+ to Records Loaded.
Records Removed	Records marked as ‘Do Not Use'. Also calculated is the percentage of Records Removed to Records Loaded.
Records Remaining	Records loaded minus Records Removed. Also calculated is the percentage of Records Remaining to Records Loaded.
Records Currently Unavailable	Records that cannot currently be called. Also calculated is the percentage of Records Unavailable to Records Loaded.
Records Currently Available	Records that are currently callable. Also calculated is the percentage of Records Available to Records Loaded.
List Penetration	This is a measure of how much of the list we have consumed. It is calculated as: Records Removed/Records Loaded.
Predicted Exhaustion	Predicted exhaustion is the time after which we expect to run out of records in this list. Calculating it takes into account the current rate of record consumption and the total available records.
Quota Curr/Obj	This is a measure of how well we are attaining our objective quota. Objective quota is the value set as the desired quota for execution. Current quota is the actual quota value being attained by the AO servers.Quota Curr/Obj is calculated as: runtime quota / objective quota This is blank if the target group has quantum set instead of quota.

Use the steps below to generate a Campaign Record Detail Statistics report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click Campaign Record Detail Statistics.

The Campaign Record Detail Statistics page appears.
From the Campaign list, select the campaign for which you want to see record detail statistics.

The Campaign Record Detail Statistics page updates to reflect the generated report results.
To use the threshold features:
1. Select the Separate by Range option if you want to separate the report results into rows for higher, lower, and within you range.
2. From the Acceptable Range Quantity list, select the value you want.
3. In the Acceptable Range Min field, type the minimum parameter for your report.
4. In the Acceptable Range Max field, type the maximum parameter for your report.
5. Click Show Report.

Explanation of Report Results

Column Name	Description
Separate by Range	This option separates the display into rows for: higher, lower, and within the specified acceptable range.
Acceptable Range Quantity	The Acceptable Range Quantity specifies which value (for each row) is compared to the threshold values to determine which bin the row should appear in. For example, if you select "Records Currently Available", then the available records count for each campaign/activity is compared to the threshold values, and the campaigns/sctivities are grouped accordingly.
Acceptable Range Min	The minimum parameter for your range.
Acceptable Range Max	The maximum parameter for your range.
Report Request Time	Browser time when report was requested.
Statistics as of	Time when the Oracle Advanced Outbound Telephony servers last updated data.
Campaign/Activity	Campaign or Campaign Activity Name.
Dialing Mode	Manual, Preview, Timed Preview, or Progressive.
Records Loaded	Total number of records in the target group that passed validation.
Records Called Once+	Records that have been called at least once. Also calculated is the percentage of Records called once+ to Records Loaded.
Records Removed	Records marked as ‘Do Not Use'. Also calculated is the percentage of Records Removed to Records Loaded.
Records Remaining	Records loaded minus Records Removed. Also calculated is the percentage of Records Remaining to Records Loaded.
Records Currently Unavailable	Records that cannot currently be called. Also calculated is the percentage of Records Unavailable to Records Loaded.
Records Currently Available	Records that are currently callable. Also calculated is the percentage of Records Available to Records Loaded.
List Penetration	This is a measure of how much of the list we have consumed. It is calculated as: Records Removed/Records Loaded.
Predicted Exhaustion	Predicted exhaustion is the time after which we expect to run out of records in this list. Calculating it takes into account the current rate of record consumption and the total available records.
Quota Curr/Obj	This is a measure of how well we are attaining our objective quota. Objective quota is the value set as the desired quota for execution. Current quota is the actual quota value being attained by the Oracle Advanced Outbound Telephony servers. Quota Curr/Obj is calculated as: runtime quota/objective quota. This is blank if the target group has quantum set instead of quota.

Use the steps below to generate a Campaign Record Summary Statistics report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click Campaign Record Summary Statistics.

The Campaign Record Summary Statistics page appears, displaying a summary view table of the report statistics for all campaigns scheduled for executed in Oracle Advanced Outbound Telephony.
To use the threshold features:
1. Select the Separate by Range option if you want to separate the report results into rows for higher, lower, and within you range.
2. From the Acceptable Range Quantity list, select the value you want.
3. In the Acceptable Range Min field, type the minimum parameter for your report.
4. In the Acceptable Range Max field, type the maximum parameter for your report.
5. Click Show Report.

Explanation of Report Results

Column Name	Description
Campaign/Activity	The campaign or campaign activity on which the reports will generate information.
Separate by Range	This option separates the display into rows for: higher, lower, and within the specified acceptable range.
Acceptable Range Quantity	The Acceptable Range Quantity specifies which value (for each row) is compared to the threshold values to determine which bin the row should appear in. For example, if you select "Records Currently Available", then the available records count for each campaign/activity is compared to the threshold values, and the campaigns/activities are grouped accordingly.
Acceptable Range Min	The minimum parameter for your range.
Acceptable Range Max	The maximum parameter for your range.
Today's Start time	Time at which the first agent logged in today.
Report Request Time	Browser time when report was requested.
Statistics as of	Time when AO servers last updated data.
Total Active Time	Total Agent Active (Non-Idle) time.
Total Login Time	Total Agent Login time.
Dials	Total dials placed across all agents. Also calculated per agent per hour.
Offered	Total dials serviced by all agents. Also calculated per agent per hour.
Contacts	Total live customers who were serviced by all agents. Also calculated per agent per hour.
Sales	Total dials that resulted in a Sale across all agents. Also calculated per agent per hour.
Pos Resp	Total dials that resulted in a Positive Response across all agents. Also calculated per agent per hour.
Utilization	Utilization is a measure of how much time is spent working on calls rather than waiting for a call to arrive. It is calculated as: (total talk time + total wrapup time)/(total wait time + total talk time + total wrapup time).
Maximum Agents	Max Agents logged into the activity.
Agent Status	Status statistics for all agents assigned to the selected campaign/campaign activity.
Longest / Shortest / Average	Longest/Shortest/Average calculated across all agents working on this campaign or campaign activity. Calculated for Talk Time, Available Time, Wrapup Time, Idle Time.
Agent	Agent Name. Clicking the Agent's name gives you the ‘Agent Call Results Detail' report for that agent.
Current Status	Idle, Talk, Wrap up, or Logged out.
Time in Current Status	Time in Current Status.
Total Login Time	Time the Agent has been logged in.
Utilization	Total talk time + total wrapup time)/(total wait time + total talk time + total wrapup time) calculated for this agent.
Calls offered	Total dials serviced by this agent. Also calculated per hour.
Contacts	Total live customers who were serviced by this agent. Also calculated per hour.
Sales	Total dials that resulted in a Sale for this agent. Also calculated per hour.
Sales Conv %	Total Sales/Total Contacts for this agent.
Positive Response	Total dials that resulted in a Positive Response for this agent. Also calculated per hour, and as a percentage of total contacts.
Positive Response %	Total Positive Responses/Total Contacts for this agent
Total/Average Idle/Talk/Available/Wrapup time	Total/Average times calculated for this agent

Use the steps below to generate a Campaign Agent Performance Statistics report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click Campaign Agent Performance Statistics.

The Campaign Agent Performance Statistics page appears.
From the Campaign/Activity list, select the campaign or campaign activity for which you want to see agent performance.

The Agent Performance page updates to reflect the generated report results.
To use the threshold features:
1. From the Campaign/Activity list, select the campaign or campaign activity on which you want to generate report information.
2. Select the Separate by Range option if you want to separate the report results into rows for higher, lower, and within you range.
3. From the Acceptable Range Quantity list, select the value you want.
4. In the Acceptable Range Min field, type the minimum parameter for your report.
5. In the Acceptable Range Max field, type the maximum parameter for your report.
6. Click Show Report.

Explanation of Report Results

Column Name	Description
Separate by Range	This option separates the display into rows for: higher, lower, and within the specified acceptable range.
Acceptable Range Quantity	The Acceptable Range Quantity specifies which value (for each row) is compared to the threshold values to determine which bin the row should appear in. For example, if you select "Records Currently Available", then the available records count for each campaign/activity is compared to the threshold values, and the campaigns/activities are grouped accordingly.
Acceptable Range Min	The minimum parameter for your range.
Acceptable Range Max	The maximum parameter for your range.
Report Request Time	Browser time when report was requested.
Statistics as of	Time when AO servers last updated data.
Campaign / Activity	Campaign or Campaign Activity Name.
Dialing Mode	Manual, Preview, Timed Preview, or Progressive.
Total Active Time	Sum of all agents' total active time.
Total Login Time	Sum of all agents' total login time.
Current Agents	Number of Agents currently logged in.
Average Utilization	Utilization is a measure of how much time is spent working on calls rather than waiting for a call to arrive. It is calculated as: (total talk time + total wrapup time)/(total wait time + total talk time + total wrapup time). Total times are for all agents.
Dials	Total dials placed. Also calculated per login hour.
Offered	Total dials serviced by agents.
Offered/Agent Hour	Total calls offered/Total login time (across all agents).
Contacts	Total live customers who were serviced by agents. Also calculated per login hour.
Contacts/Agent Hour	Total contacts/Total login time (across all agents).
Sales	Total dials that resulted in a Sale. Also calculated are values per login hour, and per active hour.
Sales/Agent Hour	Total sales/Total login time (across all agents).
Sales Conv %	Total Sales/Total Contacts for all agents on this campaign activity.
Pos Resp	Total dials that resulted in a Positive Response. Also calculated are values per login hour, and per active hour.
Pos Resp/ Agent Hour	Total Positive Responses/Total login time (across all agents).
Pos Resp %	Total Positive Responses/Total Contacts for all agents on this campaign.
Average Available/Talk/Wrap up	Average times calculated for all agents.
Agents Available/On Call/Wrapping Up/Idle	Number of agents working on this campaign activity in each agent state.
Records Loaded	Total number of records in the target group that passed validation.
Records Remaining	Records loaded minus Records Removed. Also calculated is the percentage of Records Remaining to Records Loaded. A percentage is also provided.
Records Currently Unavailable	Records that cannot currently be called. Also calculated is the percentage of Records Unavailable to Records Loaded.
Records Currently Available	Records that are currently callable. Also calculated is the percentage of Records Available to Records Loaded.
List Penetration	This is a measure of how much of the list we have consumed. It is calculated as: Records Removed/Records Loaded.
Predicted Exhaustion	Predicted exhaustion is the time after which we expect to run out of records in this list. Calculating it takes into account the current rate of record consumption and the total available records.
Quota Curr/Obj	This is a measure of how well we are attaining our objective quota. Objective quota is the value set as the desired quota for execution.Current quota is the actual quota value being attained by the AO servers.Quota Curr/Obj is calculated as: runtime quota / objective quota. This is blank if the target group has quantum set instead of quota.

Use the steps below to generate a Campaign Performance Statistics report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click Campaign Performance Statistics.

The Campaign Performance Statistics page appears, displaying the performance statistics for all campaigns/ activities targeted for Oracle Advanced Outbound Telephony execution.
To use the threshold features:
1. Select the Separate by Range option if you want to separate the report results into rows for higher, lower, and within you range.
2. From the Acceptable Range Quantity list, select the value you want.
3. In the Acceptable Range Min field, type the minimum parameter for your report.
4. In the Acceptable Range Max field, type the maximum parameter for your report.
5. Click Show Report.

Explanation of Report Results

Column Name	Description
Report Request Time	Browser time when report was requested.
Statistics as of	Time when AO servers last updated data.
Login Hours	Total Agent Login time.
Current Status	Idle, Talk, Wrap up, or Logged out.
Length of Time in Status	Time in Current Status.
Average Talk/Wrap up time	Average times calculated for this agent.
Utilization	Utilization is a measure of how much time is spent working on calls rather than waiting for a call to arrive. It is calculated as: (total talk time + total wrapup time)/(total wait time + total talk time + total wrapup time).
Calls Offered	Total dials serviced by this agent. Also calculated per hour.
Contact	Total live customers who were serviced by this agent. Also calculated per hour.
Sales	Total dials that resulted in a Sale for this agent. Also calculated per hour.
Pos Resp	Total dials that resulted in a Positive Response for this agent. Also calculated per hour.
Campaign Longest / Average / Shortest Talk / Available / Wrapup time	Longest / Average / Shortest calculated across all agents working on this activity.
Agent	Agent Name. Clicking the Agent's name gives you the ‘Agent Call Results Detail' report for that agent.

The table at the bottom of the page displays the outcome/result codes for the calls placed by this agent working on this campaign activity. The table has a row for each unique outcome-result pair. The following describe the data presented on each of these outcome-result pairs.

Column Name	Description
Calls	Total calls placed that had this outcome-result pair.
Outcome-Result % of Calls	Percentage of total calls that had this outcome-result pair.
Outcome-Result % of Contacts	Percentage of contacts that had this outcome-result pair.
Outcome-Result % of Positive Responses	Percentage of positive response calls that had this outcome-result pair.
Result % of Outcome	Percentage of total calls with this outcome that had this result.
Outcome-Results per hour	Number of occurrences of this outcome-result pair per hour.
Calls	Total calls placed that had this outcome-result pair.
Outcome-Result % of Calls	Percentage of total calls that had this outcome-result pair.

The table on the right displays the login and logout/break times for this agent. Duration and Break Reason are also displayed.

Use the steps below generate a Agent Call Results Detail report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility. You must have at least one agent user assigned to perform outbound telephony.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click the Agent Call Results Detail hyperlink.

The Agent Call Results Detail page appears.
In the Select Agent Name field, type the last name of the agent for whom you want to generate a call results detail report and click Go.

Note: If you are unsure of the exact name you want to search for, you can use the "LIKE" operator. Type the first character or two of your search criteria, and use a wildcard (%).

The Select a Name page appears, displaying a list of agent names that meet your search criteria.
From the list of agent names, click the appropriate hyperlinked name.

The Agent Call Results Detail page refreshes to display the selected agent's name in the Select Agent Name field.
Click Show Report.
From the Campaign/Activity list, select the campaign or campaign activity on which you want to base the report results.

The Agent Call Result Detail page refreshes to display the report results for the selected agent.

Explanation of Report Results

Column Name	Description
Campaign Activities	Displays the name of the selected campaign Activity.
Campaign	Displays the name of the campaign to which this campaign activity is associated.
Dialing Method	Displays the dialing method selected for the specified campaign activity.
Time Zone	Lists each separate time zone within the specified range.
Record Count	A tally of the number of available records in each separate time zone within the specified range.

Use the steps below to generate a Campaign Activity Record Summary Statistics report in Oracle Advanced Outbound Telephony.

Prerequisite

To generate reports, your user account must be assigned the Oracle Advanced Outbound Telephony Administrator responsibility.

Login

HTML Login URL

Responsibility

Oracle Advanced Outbound Telephony Administrator

Steps

Click the Performance tab.
From the side panel, click Campaign Time Zone Detail Report.

The Campaign Time Zone Detail Report page appears.
From the Campaign list, select the campaign on which you want to generate the time zone detail report.
Click Show Report.

The Campaign Time Zone Detail Report page refreshes to display the generated report results.

Administration

Use the Administration page to configure server properties; create, modify or remove time zone mappings; and create, modify or remove region mappings.

Tasks:

You can perform the following tasks:

Viewing and Sorting Items

Click the Administration tab.

The Administration tab appears, displaying the Server Properties subtab page. This is the default page for the Administration tab.
Click the Time Zone Mappings subtab.

The Time Zone Mapping page appears, displaying a summary view table of all existing time zone mappings.
From the Remove column of the summary view table, click the box for the time zone mapping you want to remove.
Click Update.

Click the Administration tab.

The Administration tab appears, displaying the Server Properties subtab page. This is the default page for the Administration tab.
Click the Region Mappings subtab.

The Region Mapping page appears, displaying a summary view table of all existing area code mappings.
In the Remove column of the summary view table, click the box for the region mapping you want to remove.
Click Update.

The selected region mapping is removed from the summary view table.

Administration Tasks

Campaigns and Campaign Activities

Tasks

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