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Client Zone

RELEASE NOTES

NVP
RELEASE DATEVERSION NUMBERNEW FEATURESDEFECTS
June 20232203SP2 Release ReportReadRead
March 2022 Service Pack 12203 SP1 Release ReportReadRead
March 20222203 Release ReportReadRead
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November 20212111 Release ReportReadRead
23rd July 2021210723 Release ReportReadRead
5th May 2021N21.05.05ReadRead
27th November 2020N20.11.27ReadRead
24th September 2020N20.09.24ReadRead
25th June 2020N20.06.25ReadRead
SYNTHESYS
RELEASE DATEVERSION NUMBERNEW FEATURESDEFECTS
June 20232203SP2 Release ReportReadRead
March 2022 Service Pack 12203 SP1 Release ReportReadRead
March 20222203 Release ReportReadRead
View all
November 20212111 Release ReportReadRead
July 20212107 Release ReportReadRead
May 20212105 Release ReportReadRead
November 20202010 Release ReportReadRead
April 20202004 Release ReportReadRead
February 20202002 Release ReportReadRead
November 20191911 Release ReportReadRead
August 20191908 Release ReportReadRead
May 20191905 Release ReportReadRead
March 20191903 Release ReportReadRead
January 20191901 Release ReportReadRead
November 20181811 Release ReportReadRead
September 20181809 Release ReportReadRead
July 20181807 Release ReportReadRead
May 20181805 Release ReportReadRead
April 20181804 Release ReportReadRead
March 20181803 Release ReportReadRead
January 20181801 Release ReportReadRead

PRODUCT MANUALS

Admin Portal
Admin Portal

System homepage that allows a user to launch modules they have been given permission too.

Advanced Features
SABRE™ (V 2111)

Skills and Ability based routing for both Inbound and Outbound Calls.

SNoDrop™ (V 2111)

Using call blending to help deliver predictive dialling with virtually zero percentage dropped/abandoned calls. 

The Clicker TCPA Compliance Tool

Assists customers in the United States with meeting the Federal Communications Commission TCPA regulations.

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Live Person Detection (LPD™)

Safe and accurate detection of voicemail and most other answering machines with zero silent calls. Replaces outdated and unsafe AMD technologies.

Agent Portal
Agent Portal Web Parts

Details the available Web Parts that Agents can use in their Portal.

Agent Portal

Covers the basic functionality and components of the Agent User Interface.

APIs
Synthesys Dialler Webservice API

Used to insert or update records into or in live calling lists. Can also be used to set and change states or priorities of records and to assign them to Agents if required.   

Synthesys CRM Webservice API

Used to insert or update records into or in a specified CRM Entity.

Noetica Telephony and Dialler SDK

Allows user applications to be integrated with the NVP™ and Dialler. Screen/record pops for inbound and outbound calls are then invoked in these applications removing scripting from the Agent desktop.

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Synthesys Live Monitor Data

Allows the consumption of data from the Live Monitor service to plug into real time dashboards

Campaign Manager
Telephony SDK Campaigns
Inbound Email Campaigns

Shows how to set up and manage Inbound Email Campaigns

SMS & Email Outbound Lists

Shows how to set up and manage both SMS and Email Lists in Campaign Manager.

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Do Not Call Process

Explains the Do Not Call table and how to use this.

Unattended Dialling

How to set up and configure Unattended Dialling lists (sometimes referred to as IVM or Outbound IVR calling).

Multiple Time Zones

Support for calling across multiple time zones and how to set these per Calling List to ensure active times, time periods and rescheduled calls behave correctly.

Customer History

The Customer History provides a view into historical events associated with the selected customer.

Quotas

Used to deactivate an outbound list automatically once a predefined number of calls of a specified outcome is achieved.

Break Reasons

Creating and editing Break Reasons.

Settings

Definitions of the Settings used to configure your various calling lists. 

Bulk Queue Change

Used to manipulate the call state of records within a selected calling list depending on various specified criteria.

Time Periods

Used to define the time bands assigned in call recycling to determine when calls are to be dialled.

Call Recycling

How to create sophisticated calling strategies for both successful and unsuccessful calls.

Outbound Groups

Outbound groups are used to ‘blend’ calling lists using a weighting that determines the ratio of calls to be dialled from each list.

Queue Suppression

Queue Suppression enables the dialler to supress records in a calling list according to criteria that can be set on an external database table.

CRM Entity Import

How to import customer records from a file or database into a CRM Entity.

Campaign Manager

Includes all basic functionality, Creating and Managing Campaigns and Lists, Filters, Queueing, List Organiser, Call Recycling and Bulk Queue Change.

Databases
Synthesys and NVP Databases and Core Tables

Overview of the core data tables and fields used to interrogate system data

Interaction Studio
Sub Entity Action

Allows a user to update the Child Entity of a parent Entity.

Noetica Web Controls

Description of all Scripted App Web Controls that are available.

Pause Resume Recording

Used to pause and then resume call recording as an Agent navigates through a Scripted App for PCI-DSS compliance purposes.

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Translation Tool

Allows you to translate text from Scripted Apps into another specified language.

Transfer Control

Allows an Agent to transfer a call from a script to an internal or external numbers that can be preconfigured.

Order Control

Allows the taking of orders by returning customised lists of products and prices.

Metrics

Allows the groupings of Scripted App outcomes to class them as DMCs or Sales for example to aid reporting.

Webservice Output Action

Allows a Scripted App to consume a SOAP XML web service at the end of a call in order to interact with external applications.

Webservice Input Action

Allows a Scripted App to consume a SOAP XML web service instantly in order to interact with external applications.

File Output Action

Enables you to export data from a Scripted App in a comma separated file.

Entity Input/Update Action

Enables data within the CRM Entity to be updated as and Agent navigates through a Scripted App.

Database Output Action

Enables you to ‘push’ data from a Scripted App to a selected database.

Email Output Action

Enables you to send an email after navigating through a Scripted App.

Scripted App Design

An overview of the Synthesys™ Interaction Studio which covers essentials around the creation of Workspaces and design of Scripted Apps.

CRM Entities

A guide to creating and managing CRM Entities to store and capture customer and other data for use with inbound or outbound campaigns.

Management Tools
Noetica Dashboard
Noetica Call Monitor

Used for listening live to Agent Calls and if required has both Remote Agent Assistance and Barge In functionality.

Noetica Call Player

Allows the permission controlled searching and playback of call recordings.

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Noetica Wallboard

Provides a real-time view of all inbound activity.

Noetica Voice Platform (NVP)
The Route Manager

Application for the creation and management of Inbound Telephony Routes including queueing rules, IVRs and Call Recording.

NVP™ Direct DDI Transfers

Using Direct DDIs for Agents in Blended Teams.

NVP™ Inbound Features

Setting up Inbound Call Strategies and their routing, including the creation of basic IVRs.

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Synthesys Management
Synthesys™ Management Call List

Viewing and managing unprocessed, held, and parked web calls.

Synthesys™ Management Teams

Creating and administering primary and sub teams and how to manage users, Scripted Apps and Calling Lists within these teams.

Synthesys™ Management User Management

How to add and manage users and their permissions

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Synthesys™ Management Basics

Basic functionality of Synthesys Management and what applications can be launched from it.

User Management Portal
User Management

Allocating permissions to Users for data and Applications and administering SABRE™ for Users

BROCHURES

MiContact Center Scripting brochure

MiContact Center Scripting is a process mapping tool

MiContact Center Outbound brochure

Increase revenues and control operating costs with outbound dialing, campaigning and scripting

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