Below are the release notes for the OnState Supervisor application, which was introduced into production on June 18, 2010. Changes are listed following the menu options.

Status tab

Live Monitoring Enhancements

In the User Summary display, the total number of people logged into the system is now shown. Also, the icon for people who are out to lunch has been changed to a slice of pizza. This is to differentiate it from the icon for people on break.

Disabling Users

In the lower half of the page, under the View By User tab, an administrator or supervisor can deactivate a user who is logged in, or change the user's current state.  Deactivating  a user prevents that person from relogging into OnState once he logs out. To deactivate a user, uncheck the box next to the user's name and click OK when the confirmation message appears.

Changing User States

Supervisors and administrators can also change a user's current state. For example if a user had to leave unexpectedly and forgot to change her state, you can manually edit it to Away or some other unavailable state. To change a user's state, click on the status icon under the View By Users tab. This will bring up a new dialog box. Select the Current State radio button, then click Edit. Open the drop-down list and select the desired state, as shown below. Click Save and the user's new state takes effect immediately.

Contact Manager> Skills

Expected Wait Announcement

Check the Expected Wait Time Announcement box to enable this feature which will play an announcement to your callers informing them how long they can expect to wait in queue before their call is answered. The estimated wait time is based on previous call data for the skill.

Prioritizing Skills

You can give each skill its own priority number (1-10, where 1 is low). By default, priority is  set at the dialed number level. Assigning a priority number to a skill will  override the priority for the dialed number. For example, if the dialed number has a priority of 5 and it includes a prompt menu which routes to 3 different skills, all calls to the number will have a priority of 5. However, if you give one of the skills (e.g., sales) a priority of 6, then if someone selects the prompt that routes to the sales skill, that call will be delivered to one of your users sooner than the other calls because it has a higher priority. To set the priority for a skill, use the Priority drop-down list and select a value from 1-10, then hit Save.

Contact Manager> Routing Trees

Opening and Closing Dialed Numbers

You can "close" your dialed number. When a number is closed, no welcome messages or prompt menus are played. The caller immediately hears the After Hours announcement for a specified skill. This is ideal when your business is closed for a holiday or some other reason, and you want to route callers to voice mail as quickly as possible. To close a dialed number, clear the DN Open checkbox. Next, select the skill which will determine which After Hours announcement to play and where to send voice mail, if it is enabled. Then hit Save.

Contact Manager> Advanced Settings> AutoDialer

AutoDialer Enhancement

A new call disposition, Schedule CallBack, has been added to the list of options. When this option is selected, you can select a date and time when you want this call to be delivered to an agent in your system. Click the calendar icon to set the desired date and time. Click the white check mark in the blue circle to apply your setting. Then click Save to update the record.

Contact Manager> Advanced Settings> ACD Admin> Global Attributes

Activating "After Call Work" Mode

System administrators can enable automatic "After Call Work" mode. When this feature is activated, the user's state switches to After Call Work as soon as a call ends, thus giving the user time to perform tasks relating to the call without being disturbed by a new incoming call. When the user is ready to start receiving new calls, he/she will click the Ready button.  Enabling automatic After Call Work mode is configured at the bottom of the Global Attributes screen. Check the box and hit Save to enable it.

Users tab

One of the biggest changes in this release is the way calls are delivered to users. Previously, each user was allowed only one means of receiving calls. With this release, you can define multiple devices (Skype, Google Talk, landline, mobile phone, etc.) for each user. Additionally, you can customize the length of time calls to each device will ring per user, thus allowing calls to cell phones to ring more or less than other devices depending on  how quickly voice mail picks up on the individual phones.

Stronger Password Requirements

For security reasons, a user's password now requires a minimum of eight characters, and it must include both upper and lower case letters, as well as at least one digit. Passwords cannot be a user's login ID or name. When entering passwords, you must type the password twice to verify that it was entered correctly.

Adding a New Call Delivery Number

To define a device for your user, click the Add button located below the Call Delivery Number table. This brings up the following dialog box.

• Use the drop-down list to first select the type of device your user will use to answer calls.
  • Gtalk - Google Talk
  • PSTN - mobile phone or landline
  • SIP - SIP softphones such as Xlite or eyeBeam, or a SIP hardphone
  • Skype
  • SkypeIn - a SkypeIn number assigned to the user's Skype ID
• In the Address/Number text box, enter the phone number (use the standard international format beginning with the + sign followed by the country code and number without any leading zeroes, hyphens, dots, spaces, etc. For example, +16179340381), Skype user name, Gmail address, or SIP address. For SIP addresses using OnState as the registrar, the format must be: 8171username@gw.onstate.net, where username is the OnState login ID.

The next four parameters are optional.

• Ring Time (ACD) determines the number of seconds calls to general skills (not personal skills) will ring before timing out and going to the next available person.
• Ring Time (Personal) determines the number of seconds calls to your personal skill (Calls for username) will ring before going to voice mail, if it is enabled.
• Check "Make this CDN the default when logging in" if you want the user to always be logged into this device whenever he/she logs into OnState Anywhere. If the box is unchecked and the user has more than one device, the user will have to select one at login.
• Check "Permanently log the user in on this CDN (Auto-Login)" to activate clientless login for the user. When this feature is enabled, calls will automatically be forwarded to the user without logging into any OnState application. If the user does log into OnState Anywhere, it will override the clientless mode.

Click Save to apply the settings. Repeat the steps above for each device you want your user to have. When you are done, click the Save button for the user to update and save the changes.

Editing and Deleting a CDN

The example above shows a user with four call delivery numbers (CDNs).  To edit a CDN, click on the number or address in the table. To delete a CDN, check the checkbox in first column and then hit the Delete button (note that you cannot delete a CDN which the user is currently logged into; the box will be grayed out). You must also click the Save button on the page to apply any changes.

CRM Address

This is a new field under the Advanced Settings.  If your CRM application is integrated with OnState, you may enter your user's login address in this text box so he/she will be able to access the program through OnState Anywhere.

Configuring XDA Call Recording

Under the Advanced Settings, a minor change was made to the Call Recording configuration. For most users the only thing required to activate call recording is a license and the Call Recording checkbox marked. For existing OnState customers who are running the Xcheck Desktop Application, a second checkbox (Record on Client PC) must also be checked to enable XDA recording.

Reports tab

Skill-based Agent Status Chart

A number of reporting enhancements are included in this release.  The most significant change is the addition of a new report, Skill-based Agent Status Chart. This report provides a Gantt chart displaying agent states over a specified period of time along with call information for one or more skills. To run  the report, first set the field parameters. Choose the skill(s) for which are you want the call information displayed. Next, select the users whose activities you want to view. Select the time period you are interested in, then click Submit Parameters. The Skill-based Agent Status Report has two parts. The left half of the report displays activity states in percentages of overall time for each user. Move the divider between the two halves to increase your viewing area if necessary. The information on the right half of the report show the user's states over time with color-coded bars indicating the user's state at various times. Place your cursor over the colored bars to see more details about the user's state at that point, as shown below.

Call Detail Report

The Call Detail Report includes two additional columns, Answered Skill and Device Type. For completed calls, the Answered Skill column displays the skill used to answer the call. This is helpful in identifying calls answered by people with the backup skill. Device Type identifies how the users answered the call (PSTN, Skype, Gtalk, SkypeIn, or SIP). Because a user can have multiple devices for receiving calls, this column is useful in understanding how your users are handling specific calls. The Call Detail Report also includes a new feature, Export Abandons to Dialer, which gathers all data for all unanswered calls and puts them into a CSV file which can later be uploaded into the AutoDialer to reach customers who may have tried to call but were unsuccessful for some reason. To use this feature, simply click the Export Abandons to Dialer button located in the upper right corner of the report, above the headings.

Call Summary Totals Report

We've added a new parameter for viewing data.  In addition to viewing the information by user or by DN (dialed number/name), you can now view by category. The category is how you grouped your DNs under the Routing Trees. For example, if you grouped all your chat DNs together and your phone numbers together, you can run the report by chat or phone number, as shown in the following example.

Campaign Detail Report

The Campaign Detail Report has been expanded significantly so that it now includes all the data fields associated with an AutoDialer campaign. This essentially allow you to export campaign results without losing any information. It also includes additionally details such as the number of times the lead was called, the name of the user who took the call, and all notes entered by your users.