Distributor List

Request Summary Dashboard

This dashboard is basically to see the details of all the requests (Call list) uploaded on the account.

Request is basically a call list that you have uploaded for any outbound flow (Outbound multicast or Outbound Dialer) through any method.

You can also view the requests in more holistic manner by selecting some filters like date range, request ID, Flow type or flow.

In this dashboard, you will be able to see the following details of the request -

1. Request ID : Unique ID generated by the system for each request made

2. Status : The status of the uploaded request. The status can be

   1. Completed - All the records of the request has been completed

      1. UploadedRecords = valid records + invalid records + ncpr scrubbed records

   2. In process - Some of the records of the request are completed while some are not

      1. UploadedRecords > valid records + invalid records + ncpr scrubbed records

   3. Scheduled - If the starttime of request is in future and the execution has not been started for records then this status will come.

      1. If non of the above

3. Flow Type - The type of flow. It can be outbound or dialer.

4. Flow Name - The name of the flow given by you, for which you have created the request.

5. Flow ID - The unique ID of the flow given by system, for which you have created the request.

6. Records loaded - Total number of records found against the particular Request Id.

7. Records added - Total number of records that are valid and added by the system to execute flow.

8. Records Completed - Total number of records that are having “COMPLETE” as status.

9. Completion Percentage - The percentage of calls that are completed from the number of calls added in the system.

10. Request creation time - The date and time at which the request was created.

Open

You can also click on the ‘eye icon’ to view more details of that request.

Open

Direct Upload through Interface

To upload a call list for any outbound flow directly from the interface, you just need to follow below steps -

1. Open Request Management Dashboard

2. Click on 'upload call list'. A modal screen will appear.

3. Select Flow type and Flow for which you want to upload file(s).

4. To upload file, you will have two options -

   1. Selecting File from system: You can click on upload, and will be able to choose a valid file from your system.

   2. Drag and drop method: You can drag and drop any valid file in the mentioned area.

5. As soon as you upload the file, you will be able to see file details with its status and you can also upload more than 1 file through drag and drop method.

    

6. You can also configure ‘Email Status’ to know the status of the file uploaded.

   1. You can enable ‘Email status’ if you want to receive status of the uploaded file on the selected email IDs.

   2. You can disable it if you do not want to receive the status of the uploaded file.

   3. You can first whitelist Email IDs and here you can multi-select the Email IDs to receive status of uploaded file.

7. Once the file(s) are loaded, you can click on ‘upload’ to upload those files.

    

8. Once the file gets uploaded, new request will be created and the same will be visible on the request management dashboard.

Notes: 

1. If the email notification is ‘ON’ for a Particular Flow, then by default the status Email will be send on account holder email ID. 

2. Only whitelisted Email IDs can be choose for status Email.

3. If Email Notification is 'OFF' and the uploaded file gets rejected, then also the status Email with the failure reason will be sent on account holder's Email ID.

4. Maximum file size : 10MB for one file or 25MB for zip file.

Whitelist

On this page, you can whitelist phone numbers, Email IDs, IP Addresses or Domains. You can use whitelisted numbers, email IDs, IPs and domains for different purposes on central platform.

Phone Numbers

Whitelisted numbers can be used for testing your flows before making them live or testing your transactional flow, submitted for approval.

You can add at max 10 numbers here, which will be verified through OTP

NDNC Scrubbing will not be performed on the whitelisted phone numbers, so though the number is DND registed, NDNC scrubbing will not be performed and the whitelisted numbers can be used for testing of marketing flow also.

To whitelist any phone number

1. Click on ‘Add number’

2. Select type of number → Mobile or Landline

3. Enter the phone number

4. Click on send OTP

5. Enter the received OTP and the number will be added in whitelisted numbers.

Email ID

Whitelisted Email Ids can be used to upload a request (call list file) for any outbound flows or to receive the status emails.

To whitelist Email ID, you can click on ‘Add Email’ and enter the Email Id in the standard format (help@phonon.io) and further click on save to add.

IP Address

You can whitelist IP address so that using whitelisted IP addresses, API calls can be performed on the given webservice.

Only IPV4 IP addresses are supported here.

To add any IP address, you can click on ‘Add IP’ → Add IP address → Click on save to add.

Domain

As an added security feature, you can optionally whitelist domain addresses from which API requests will be accepted. Requests from other domain addresses with your credentials will get 403 Forbidden Error. Adding a whitelist domain will block all domains except the whitelisted domains.

To add any domain, you can click on ‘Add Domain’ → Enter domain name → Click on save to add.

Blacklist

Blacklisting is basically blocking communication through any number or Email Id. Here you blacklist phone numbers and Email Ids.

Phone number

If you blacklist any phone number, then all the calls weather inbound or outbound, will be blocked and the call will not go through.

To blacklist any number, you can click on ‘Add number’ → Enter the number → Click on save and done.

Email ID

If you blacklist any Email ID, then no mail will be sent to that email ID and no request will be accepted from the blacklisted email ID.

To blacklist any email ID, you can click on ‘Add Email’ → Enter the Email ID→ Click on save and done.

Report

Reports

In this section, you will be able to see the individual detail of all the calls that has been performed/scheduled/in process.

Filters

There are different kind of filters, using which you can view the report in more holistic way. The filters are

1. Date Range: Select the date range to search or download the reports

2. Flow Type:  Select the type of flow for the reports

3. Flow Name -ID: Select the flow name/ID

4. Phonon UUID: User can search or download a report basis the Phonon UUID of a specific call

5. Request ID: User can search or download a report basis the Request ID of a specific call

6. Queue: User can search or download a report basis the Queues

7. Call: User can search or download a report basis the customer’s number

8. SMS: User can search or download a report basis the number where the SMS has been sent

9. Email: User can search or download a report basis the email ID where an email has been sent

Click on search to get the filtered output. You can also download the report by clicking on ‘Download csv’

The details obtained in the report are listed here.

View JSON

In this section, you will also be able to view the detailed customer journey in the flow, widget wise (in JSON format ). To view detailed report, you just need to click on the ‘View’ of ‘view detailed report’ column and attempt wise you will be able to view the report.

Call Recordings

If you want to download call recording of individual call, then you can go to the last column ‘download recording’, click on 'download recordings and then further select the attempt for which you want to download the recording (At least one call recording from flow/queue/agent should be enabled to have recording).

Call Recording Format :

Bulk Download Recording

If you want to download all the recordings in one go, then with the help of ‘download recording button’ you can easily do that.

To get the recordings, first apply the filters of your choice, search and click on ‘Download Recordings’ then further click on YES to confirm.

A .zip file of all the call recordings with all the attempts will get downloaded.

Note:

1. The call Recordings can be downloaded for max 30 days.

2. The file size is calculated based on the recording duration.

Email Report

Here you can schedule a daily report for any flow. So that daily at 12:05 AM a detail report consolidated of all the calls performed in the day (of configured flow) will be sent as an attachment (.csv file) on the configured email Id.

To schedule any report,

1. Click on ‘Add Email’

2. Select the flow type and further flow

3. Enter the ‘To’, ‘CC’, ‘BCC’, according to the need

4. You can add multiple email IDs, separating it with comma.

5. Click on ‘save’ and the you will be able to receive reports.

Download Reports

Phonon Central provides a wide range of reports, based on the interest like only for call, queues, agents etc.

So if you want to enable these reports for your account, you need to give a mail on support@phonon.io with the following details -

1. Account Details - client Id or account Id

2. Report Names which are to be enabled

3. Interface - can be supervisor, agent, scheduler

Once the reports are enabled, you will be able to see all the reports configured for your account on the interface. You can simply select the report and click on search to view or download the report directly from the interface.

Transactional Messaging

1. Transactional Messaging feature is available for global Outbound/ Inbound communication. For enabling the option an extended contract needs to be signed off which is communicated when it is requested from the portal.

2. In order to send transactional messaging the following criteria need to be met:

   1. Transactional Messaging needs to be enabled for the customer's account. This is by setting an extended contract.

   2. Approval of an outbound flow or any changes to it by Phonon’s operations team.

Prompts

Prompts or announcements are a list of static voice recordings played on the outbound or inbound IVR systems as a mp3 audio file.

You can record your own prompts & upload those in mp3 format or email us at help@phonon.in for us to have them recorded from an artist at a fee.

Please note that all prompts are down sampled to 8-bit, 8-kHz, mono format on telephone circuit.

Once you upload or record the prompt, you can use those prompts everywhere in the central platform. To add new prompt, follow below steps -

1. Click on ‘Add New Prompt’

2. Enter the prompt name - A unique name for the prompt(Only alphanumeric characters and underscore are allowed in name)

3. Enter any tag - Tags are basically key words, to identify the prompts. To add any tag, just enter the tag name and click on ‘Enter’ (It is not mandatory to add tag)

4. Select the method by which you want to add prompt. It can be

   1. Recording : You can record the prompt, just by clicking on the ‘record using system microphone’

       

   2. Uploading : You can upload a mp3 audio file from your system to add it as a prompt.

       

5. You can also click on ‘play button' to listen to the prompt and then finally click on ‘save’ to save the prompt.

6. Once you save the prompt a mail will be sent to you saying the prompt has been uploaded and it has submitted for support approval, the status of the prompt will be ‘pending’ meanwhile.

7. Once our support team approves the prompt, you will be able to use this prompt in your flows and the status of the prompt will get updated to ‘Approved’.

Analytics

Supervisor Agent Dashboard

This dashboard is specially designed for supervisors, to view the activities and status of your logged in agents.

On this page, you will be able to view which agents are currently logged in, what is the current status of the agent (can be on call, paused, incoming, 3 way, filling disposition etc) , total calls offered to agent, total calls answered by agent, total calls abandoned by agent, their av. call handle time, av. call time etc.

You can also perform ‘Global search’ to search any agent or you can also filter out the agent based on status of agent.

You can click on ‘Refresh’ to view the updated data.

Notification

We have a product call ‘Emergency Notification’, which is specially design to send any kind of bulk notification in any emergency situation using channels like voice, SMS and/or Email. This section is totally for ‘Emergency Notification’ Flow type.

In this flow type, you can configure the template script and link a special outbound flow to trigger that notification flow. To send notification following things are required to be configured -

Address Book

Address book is one kind of phone directory of central, which will be used in emergency notification flow to send notification. In address book, there are details of all the customers like name, email ID and phone number.

Single Add

1. Click on ‘Add new’ to add any new person.

2. Provide the name of the person.

3. Enter the email ID of the person in a valid format (help@phonon.io).

   1. You can add multiple email Ids upto 10.

4. Enter the phone number of the person in a valid format.

5. Allocate the labels (if any already created, otherwise you can leave it blank).

6. Click on ‘save’ to add the person in the address book.

Bulk Add

You can upload a .csv file to bulk upload the details and the person to be added in the address book. From the same interface, you can also update the details of the already added people in the address book.

To bulk add,

1. Click on ‘bulk add address’

2. Select the mode,

   1. New Contact - New contacts will be added to address book

   2. Update Existing - Update the details of the existing contacts in address book

       

3. Further select the strategy,

   1. Default Strategy: Uploaded contacts must have a unique mobile number and name combination. Contacts with same name and mobile numbers will be rejected.

   2. Force New Entry Strategy: In case a contact contains name and mobile number which already exists, instead of rejecting the contact, a new contact will be created with same name and mobile number. Keep in mind at-least one property of the new contact must be different than the old one.

       

4. Download the template for the same and select the file to upload

    

5. Click on upload, a report will get download with the individual status of the records added.

Labels

You can group the people which are added in the address book and give a name to the group so that at the time of sending emergency notification, you just need to select the label and automatically the notification will be sent to the concerned people of the label (after complete send notification process ).

To add any label,

1. Click on ‘add label’

2. Enter the unique label name

3. Select the people (from address book), you want to add in the label

   1. You can also filter the people, by entering the filter input in the ‘filter text box’

   2. You just need to click on the person to add in the opposite section and if you want to add all the people of address book then you just need to click on “ → → “ .

4. Click on save to finally save the label.

    

Send Notification

Using this page, you can actually send the notification in the real time. For sending any emergency notification,

1. Select the notification flow for which you want to send notification (from already created flows).

2. Select the labels, to which you want to send the notification

3. Select the channel(s), to which you want to send the notification. The channels can be voice, SMS, Email.

4. Enter the parameters of the selected flow

    

5. Click on preview to see the preview of the notification

6. If you feel its okay, click on ‘send’ or if you want to change any detail then click on cancel.

Advanced Configurations

Advanced configurations includes setting up cloud account, Grammar , NLP Engine etc which is required if you want to use advanced features like Text to speech, Speech Processing etc in you flows.

Grammar

1. Grammars are used when prompts are used for announcements rather than Text-to-Speech systems

2. When announcing dynamic data such as Numbers, Digits, Alphabets, Date, Time, the voice application makes use of grammars

3. Phonon has sample grammar available. Users can make additional grammars using voices of your choice

    

4. To add a new grammar click on “Add New Grammar”

    

5. Enter the Language, segments, digits and other values to complete your grammar

6. You can also view the “Sample English Grammar” and “Sample Hindi Grammar” to view the sample files of grammar.

Cloud

1. If the you want to use Text-To-Speech for your different flows, then the you need to configure the AWS or Google cloud account in this section.

2. You can use Amazon Simple Email Service or Amazon Polly under Amazon Web Services account set-up

3. Users can also use Google Speech-To-Text or Google Dialog Flow by configuring the Google Cloud Services in this section.

4. To configure AWS cloud account, you can follow below steps -

   1. Select the account type as ‘amazon web service’

   2. Select the services which are activated for your amazon account. The services can be amazon polly, simple Email service, Amazon S3.

   3. Enter the alias (short name) for the account to recognize in whole central account (Only alphanumeric characters and underscore are allowed in alias).

   4. Enter or paste the access key ID of your amazon account. If you do not have access key ID then you can click on ‘how to create AWS key’ on the page and follow the steps listed there to create the ID.

   5. Enter or paste the security access key

   6. Select the region of your account

   7. Click on ‘check now’ to check weather the selected services are available for your account or not

   8. Once the services are verified, click on save and the cloud account will be configured in central.

       

5. To configure google cloud account, you can follow below steps -

   1. Select the account type as ‘google cloud service'

   2. Select the services which are activated for your amazon account. The services can be Text to speech, dialogFlow, Speech to text, verified calls and verified SMS.

   3. Enter an Alias for the Account(Only alphanumeric characters and underscore are allowed in alias)

   4. Enter the Project ID of your google cloud account

   5. Enter the JSON Credentials of your google cloud account

   6. Select the services that you wish to activate and click on Check Now

   7. Click on “Save” and your account has been set up successfully

Note - If you do not have any cloud account and want to buy a cloud account, you can drop a mail regarding the same on help@phonon.io

NLP Engine

1. Phonon supports third parties for services such as Intent Recognition

2. Users can add their NLP Engine such as Dialog Flow and Watson here

3. Enter the alias for the NLP Engine and select the provider(Only alphanumeric characters and underscore are allowed in alias)

    

4. Fill in the configuration details and click on “Save”

Note - If you do not have any NLP Engine and want to buy a one, you can drop a mail regarding the same on help@phonon.io

Webhook

Webhook is an intermediate layer that communicates between client’s system and Phonon Central. Webhooks can also be used to send or receive any data with other CRMs like Talisma.

Users can add their custom webhook using this section

Click on “Add Webhook” to add the webhook details

If you want to add any simple webhook (other than CRM) then you can simply provide webservice end point (URL), basic authentication and save the webhook and you are good to go.

Webhooks are by default called at the end of a flow routine. So, webhook is called on the call disconnect event by default

However, there are times when the same webhook will need to be invoked mid-way for updating customer systems or key value pairs of custom data, to know more about webhook configuration you can click here.

Note

• Dynamic values(flow variables) can be used in any field of custom webhooks (Eg - in headers, URL, query parameters etc).

  • Example : If I set "Header" as => Key: "$flow.key.headerName"; Value: "Bearer oauth-$user.key.authToken" and if the actual value of $flow.key.headerName is "Authorisation" & $user.key.authToken is 1234, the final Header would be "Authorisation: Bearer 1234"

  • If at the time of execution, any error is faced like variable’s value not obtained, not set etc, then $flow.key.response_error will be boolean true and error reason will be - $flow.key.error_reason = INVALID_FLOW_VAR.

Configure Webhook for CRM Setup

In Advanced → Webhook, you need to configure the webhook to which you want to push the details. The following configurations you need to perform in order to configure a webhook.

1. Go to Advanced → Webhook page

2. Click on ‘Add webhook’

3. Select the method as ‘POST’

4. Enter the endpoint URL of the webhook (to which you want to push the details)

5. Click on ‘Check’ to check weather the URL is valid or not.

6. Once the URL is validated, select the authentication method. The authentication method can be

   1. None : If there is no authentication

   2. Basic : If there is a username and password for authentication

7. Select the Body type of the request

8. Enter the request body specifying the parameters that you need to pass whenever the events gets triggered.

9. Click on ‘Add headers’ and add the headers, if there are any headers in the URL.

10. Click on ‘save’ to finally add the URL.

Note :

1. Currently “HTTPS” URLs will only be allowed and if you want to use http URLs then you need to contact our support team to enable HTTP URLs in your account.

2. ‘Body’ field will only be required for CRM URL’s. That is you need to add the parameters that you want to pass in the Body. If you add request body for any URL other than any CRM then it will not work.

3. If you are configuring any webhook in the Advanced → Webhook section and have added ‘Request Body’ and saved it. Now if you are using the same webhook URL in the webhook widget and then again provide the Request Body then the body of webhook widget will only be considered and executed.

4. If you already have some created webhooks in your account, then you will not be able to edit some details like ‘method’, ‘body’ etc in your old webhooks.

Flow Variable

1. Flow variable should be defined well before the user wants to design the flow.

2. Flow variables are basically simple variables in which the customer details or any specific data are stored.

3. Flow variables are the variables used in a flow to capture the user response, play the dynamic value to the end user or to make any decision in the flow. For example, if I want to store the customer’s name then I can create a flow variable (ex-flow.key.customer_name) and use this variable to store customer’s name.

4. Add the variable using proper naming convention of the variable(Naming convention: $flow.key.<variableName>. No space is allowed)

CRM Setup

CRM setup is the page, on which you can configure details like events and flows, on which you need to invoke the webhook of CRM to push the details configured in the webhook section.

So, Once the webhook is configured, you can follow below steps to setup your CRM -

1. Go to Advanced → CRM Setup section

2. Click on ‘Add CRM’

3. Select the webhook URL which you need to invoke

4. Select the events on which you need to invoke the webhook. Currently we have two events that is

   1. Agent allocated : The selected webhook will get invoked whenever the agent is allocated to the customer in the queue.

   2. Agent Connected : The selected webhook will get invoked whenever the agent is connected with the customer.

       

5. Select the flows, for which you need to invoke the webhook. You will be able to select all the flows by clicking on the ‘select all’ option or you can also search any flow based on flow name in the search area.

    

Agent UI Setup

Agent UI Setup page helps in configuring an embedded widgets on the agent UI.

Embedded Widget provides a container to host any secured webapp on the Agent Interface. This webapp can interact with various call and agent events using APIs which will be configured here.

Embedded Widget : Enable this, if you want to configure embedded widget for your agents on agent Interface.

Widget : If the ‘Embedded widget’ option is enabled, you would be able to select pre-made widgets (which will be available soon) or you can select ‘custom’ option if you want to provide your widget.

Currently, you can only select the custom option.

Webapp URL : This option will be available when you have selected ‘custom’ option. In this area, you can provide your own widget’s URL. Here only https webapps are supported.

Window Size : In this, you will be able to select the height and width of the widget, that will be appeared on the agent Interface.

Some of the use cases of this widget is as follows -

Use Case 1
Whenever a new lead is added in their CRM, automatically, two steps needs to be covered:

1. An outbound call at the scheduled time needs to be triggered

2. Lead should be transferred to the hunted agent using an API which takes the Agent Key

3. After transferring the lead and when the agent is connected on the call, the CRM page should be opened on the Agent’s browser.

Use Case 2
Open a Live Chat window on the Agent Interface, which can:

1. Whenever agent is idle, Agent needs to provide live chat support

2. If the agent is talking with the customer, customer or agent should be able to initiate a con call.

3. Whenever agent gets a call, the history of the customer should be visible (if available)

Impact on Agent UI

As soon as you enable embedded widget for the agents, then the agent would be able to see an iframe on their interface.