CONTACT – EVO TECHNOLOGIES



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Contact by Evo Technologies

Installation and Configuration Guide

Downloading 2

Framework 2.0: 3

Install SQL Server: 3

Install : 4

Datbase Configurqation: 5

System Configuration: 6

System Settings: 7

Database Implementation: 17

User Interface: 23

Conference Room Calendar: 27

Reports: 28

Email Browser: 29

Email Server: 30

Installation and Running

To access the Contact setup and database files enter the following address in your intent browser and click on the following links to download configure Contact:

Framework 2.0:

The Microsoft .NET Framework is a component of the Windows operating system. It provides a large body of pre-coded solutions to common program requirements, and manages the execution of programs written specifically for the framework. The .NET Framework is a key Microsoft offering, and is intended to be used by most new applications created for the Windows platform. Contact Version 4.X () requires .NET Framework 2.0 to be installed.

To install .NET Framework 2.0 click the Install .NET Framework 2.0 link and follow the instructions contained in the Microsoft .NET Framework 2.0 installation Wizard.

Note: the .NET Framework 2.0 must be installed on every PC that will run the console application as well as the server PC that will hold the SQL Server database.

Install SQL Server:

The database backbone used by is Microsoft SQL Server. The MSDE version of SQL Server will support up to eight (8) concurrent users per datbase. This DOES NOT mean that is limited to eight (8) installations per database, only that eight (8) users can access the MSDE version of SQL simultaneously. Users who require more than eight (8) concurrent users will have to upgrade to Microsoft’s full SQL server package.

requires that SQL Server be installed on a computer that all reception PC’s will have access to. This is typically a server located in the facility, but it can also just be a designated reception PC that is started first thing in the morning.

Note: SQL Server does not need to be installed on every reception PC.

The Install SQL Server link found on will download the Evo Technologies MSDE SQL Server installation utility. It is recommended that the SQL database be installed on a central server that is available via LAN/WAN access to all reception positions.

To install the SQL database simply click “Install”. There is no need to change the installation path or create sub folders or directories. The Evo Technologies MSDE SQL Server installation utility will automatically create and configure all database structures needed for .

After the Evo Technologies MSDE SQL Server installation utility has finished creating and configuring the database structures needed for , the PC or server must be restarted for the installation to be compete. For servers and that cannot be restarted, the MSDE SQL instalation can be completed by enabling MSDE SQL in the Services area of Windows Control Panel or by typing “net start MSSQL$EVO” at the command prompt.

Install :

After .NET Framework 2.0 and MSDE SQL Server have been installed and configured, is ready to be installed.

To install , download and run the setup file from the Install Contact link found on and simply click “Install”. There is no need to change the installation path or create sub folders or directories. The installation utility will automatically create directories and file structures required by .

Once the installation utility has completed, can be accessed via the PC’s start menu as follows: Start > Programs > Evo Technologies > > Console.

Before can be loaded for further configuration, a License ID must be obtained from Evo Technologies. To obtain a License ID from Evo Technologies via phone, please dial toll free (888) 950-5155. To obtain a License ID from Evo Technologies via email please use support@.

After verifying the License ID provided by Evo Technologies, a message will appear prompting the user to configure the database.

After selecting “OK” the database settings window will open and provide an interface to enter details for connectivity with the SQL database.

Primary Database:

Server Name: Enter the full computer name or static IP address for the server that contains the SQL database followed by “\EVO” e.g. “192.168.1.1\EVO” or “Server2k\EVO”. Note: If the SQL database is stored locally, localhost\EVO should be entered in the Server Name field.

User ID: sa

Password: contact

Database: Contact

See picture below for an example configuration.

Note: Backup database settings are no longer used in current version of Contact.

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System Configuration:

After database connectivity has been established, will provide a Welcome to Contact interface and prompt for User Name, Password and Phone.

User Name: Admin (default)

Password: Admin (default)

Phone: Test Phone (default)

After entering the username and password and selecting Login, the the user interface will load. To enter the settings area, select “Tools” followed by “Settings”.

Settings:

Upon entering the settings area of , the user is presented with a tab interface that allows for local and network configuration of .

Database:

See Primary Database and Backup Database description found on page five of this document.

System:

Logging Level: Logging Level is used for advanced troubleshooting by the Evo Technologies helpdesk.

License ID: License ID obtained from Evo Technologies for verification against the Evo Technologies valid client list.

Site Name: The user’s business center name as it will be displayed on the title bar. Example: My Business Center, Blairstown Business Center, etc.

Station Name: The individual operator station where is installed. Example: Station 1, Reception 2, etc.

Associates List Format: Sorting of the client list by name on the main screen, first name first versus last name first.

Status Box Color: Selects background color of the Status Box on the main screen.

Instructions Box Color: Selects background color of the Instructions Box on the main screen.

Automatically Login: Allows users to bypass the username and password when logging into .

Enable Time Zone Specific Settings: Displays a client’s local time zone as part of the greeting on the main screen.

Users: Provides an interface to add, remove or modify access to features and functionality on a per user basis.

Phone:

Phone Profiles: Allows users to select the phone system or device that is connected to.

New: Select a new phone.

Edit: Edit an existing phone.

Remove: Remove an existing phone.

Voicemail Template: Provides an interface to create a system specific voicemail transfer script. Example: 8000 ? [MAILBOX] # would script the following: Dial 8000 to access the voicemail system, “?” after dialing 8000 wait for the user to initiate the next digits to be dialed, [MAILBOX] enter the voice mailbox number for the client that is having a call transferred to the voicemail system, # enter an octathorp (pound sign) as required by the voicemail system. This script will vary from system to system.

External Calls Prefix: Allows a user to enter the digits required to access an outside line as need for initiating or transferring calls to outside numbers.

Min External # Length: Allows a user to distinguish the number of digits that form an external versus and internal number.

Call Appearances: The number of lines that will be displayed on the main screen.

Use Hook Flash: Allows various systems to utilize Telco hook flash functionality for external call transfers.

Enable Call Notes: Enables per call note taking functionality on the main screen.

Auto-Complete VoiceMail Transfers: Automatically completes the transfer of calls sent to in-house voicemail systems.

Play sound when calls waiting changes: Plays an audible tone when the number of calls waiting to be answered changes.

More Phone:

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Ring Sound File: Allows a user to browse to a WAV or other audio file to be played as incoming calls are presented to the user interface.

Default Redirect #: Allows a user to enter a system redirect number for after-hours and periods when an operator is unavailable. Note: this feature only applies to phone systems that support this feature.

Presets:

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Valid Tokens: Tokens allow a user to automatically insert information such as the date and time , date , time , the day and the operator who was logged in when the change was made into client records as changes are made to the pertinent information (Alert) and whereabouts (Status) fields on the main screen.

Preset Alerts: Alerts are intended to track a business center’s clients important instructions. Example: “Page me if Alex Calls” or Do Not Disturb While on Conference Call”. Preset Alerts allow a user to enter preset Alert information based on an individual business center’s client base and needs.

Preset Statuses: Statuses are intended to track a business center’s clients Whereabouts. Example: “In the Office”, “Out of the Office”, “In a Meeting” or “On Vacation”. Preset Statuses allow a user to enter preset Status information based on an individual business center’s client base and needs.

Preset Events: Events allow a business center to track billable events and enter routine reminders. Preset Event Types allow a user to pre-enter items that are billed for based on an individual business center’s needs.

Shortcuts/Toolbar:

All Commands: A list of all possible commands available for use with the user interface. Note that commands are applicable based on the PBX that is integrated with.

Current Toolbar: A list of the currently selected commands in the order that they will be displayed on the Contact/NET toolbar.

Reset Toolbar: A shortcut that resets the Current Toolbar to the default tool bar configuration.

Change Shortcut: An interface that allows users to assign shortcut keys to any/all of the commands available to Contact/NET toolbar.

Email:

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Use Default Email Application/Use Contact Email Server: Allows a user to choose between standard desktop email applications and the Evo Technologies Email Server application.

Email Address: Allows a user to enter the email address that will be displayed in the “From” field on outgoing emails.

Default Subject: Allows a user to create a default subject that will populate the subject field in outgoing emails.

Email on Voicemail: Email on Voicemail is an enhancement of the email functionality that allows business centers to automatically generate and send emails when callers are transferred to a client’s voice mailbox.

Email Subject: Allows a user to create a default subject that will populate the subject field in outgoing emails sent via the Email on Voicemail feature.

Email Body: Allows a user to create a default body that will populate a portion of the body field in outgoing emails sent via the Email on Voicemail feature.

Show Notification when new email arrives: Enables end user notification of incoming emails on the main screen.

Speed Dials:

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Speed Dials: A user defined list of frequently dialed number accessible the main screen.

Add: Allows a user to enter a new speed dial number.

Edit: Allows a user to edit an existing Speed Dial entry.

Remove: Allows a user to remove an existing Speed Dial entry.

Calendar:

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Calendar Interval: Allows a user to define the intervals to be used with the conference room calendar.

Calendar Start Time: Allows a user to define the conference room calendar start time.

Calendar End Time: Allows a user to define the conference room calendar end time.

My Settings:

Show Window on Screen Pop: Causes to automatically capture the PC screen if a user is working in another application upon an incoming call being presented.

Clear Screen on Hangup: Automatically clears the main screen upon hanging up a call.

Show Shortcut Keys on Toolbar: Displays the shortcuts configured on the Toolbar/Shortcut tab on the main screen.

Enable Number Pad Dialing: Enables the Keyboard number pad to be used to dial numbers for initiating or transferring calls from the main screen.

Reverse Number Pad: Reverses the standard Keyboard number pad to emulate a standard telephone dial pad.

Database Implementation:

Before using to answer and transfer calls, a clients must be entered into the SQL database. To add a new client to the SQL database, select Client followed by New Client in the toolbar.

Personal:

First Name: The client’s first name. Example: Alexander

Last Name: The client’s last name. Example: Harrington

Title: The client’s Title. Example: Account Manager

Status: Where the client is. Example: In the Office or On Vacation

Alert: Important information. Example: Please Page Me if Patrick Calls!

Email Address: The client’s email address. Example: alex.harrington@. Note that multiple email addresses can be entered for a client by separating the addresses with a ; Example: alex.harrington@;sales@

Instructions: A brief set of instructions to assist reception in call handling. Examples: “In-House Client” or “Virtual Client”. Instructions such as: “Screen All Calls” or “Do Not Screen Calls” could also be entered in this space.

Emergency: Any emergency information that the client would like entered. Examples: Contact information for a Husband, Wife, Lawyer or Doctor.

Keywords: A description of a client’s job description. Examples: Sales, Support, Marketing.

Ext Account ID: Used to integrate with third part applications such as Quickbooks.

Thumbnail: Allows a user to browse to an image of a client or a company logo to be displayed on the main screen.

Time of Day Profiles: Allows for setting up multiple Greeting, Alert and Status profiles that change automatically based on a preset schedule.

Company:

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Company Name: Enter the Client’s company name. Example: Evo Technologies. Note: Once a company name has been entered for a specific company, it can be accessed by the dropdown arrow to the right of the Company Name field. When adding new clients to an existing company it is recommended that Company Name Dropdown List is utilized over reentering an existing company name.

Greeting: Enter the client’s greeting to be displayed on the main screen as incoming calls are presented.

Web: Enter the client’s web or other relevant internet addresses. Example:

Location: The Client’s location within your business center. Example: 6th Floor Suite 12.

Street 1/2: Enter the client’s street address.

City/State/Zip: Enter the clients’ city, state (or province), and postal code.

Time Zone: Selecting a standard Windows Time Zone will display a client’s local time zone next to the client’s greeting. Note: This option must also be enabled in the Settings Area.

Phone:

Screen Pop: Enter the client’s DID (Direct Inward Dial). Typically the last four digits are used. Example: 580-920-9019 would be entered as 9019. If a client has more than one DID pointed to your reception desk, multiple DIDs can be entered for a single client by separating them with a comma. Note: Forwarded numbers will occasionally have to be entered in their entirety depending on how the local telco provider is forwarding numbers. Example: if 580-920-9019 is being call forwarded it may need to be entered as 5809209019.

Fax: Enter the Clients FAX number for display on the main screen.

Voice Mail: Enter the client’s voicemail box number as it is entered in the voicemail system.

Redirect #: Redirect is phone system specific and when enabled calls can be diverted to another destination without being answered.

Send email on voicemail: Send email on voicemail is a per client option that when enabled automatically sends an email to the client each time a caller is transferred to voicemail via . Note: The Email Server must be installed and configured to enable this feature.

Phone Numbers: Phone numbers are any number that will be user for dialing or transferring callers to a client.

Name: Enter the name of the dial string you are creating. Example: Desk, Cell, Home.

Digits: Enter the actual digits to be dialed. automatically filters out all non-numerical characters other than commas, pound signs, asterisks and question marks. Commas create a half second pause in a dial string. Example: 5809209019,,1234. The pound sand asterisk are often used by voicemail systems. To create a dial string that connects to an external voicemail system might look like this: 4770176,,8000#. That dial string would have dialed 477-0176, waited one second then dialed 8000 followed by a pound. Question marks cause an actual pause in the dial string. It is often difficult to estimate ring times or system delays when transferring to external numbers. Modifying 4770176,,8000# to use paused dialing would look like this: 4770176?8000# and would have dialed 477-0176, waited for the operator to have clicked the transfer button again then dialed 8000 followed by a pound.

Auto Complete: Auto Complete allows for the automatic completion of call transfers and does not require the operator to hang up after initiating a call transfer.

Automatically show call notes for client calls: Enables a text area where notes specific to a client can be taken.

Incoming/Outgoing Call Templates: Allows for the creation of preset fields in the call notes area.

Links/Fields:

Links: Links allow a user to access external web pages, databases, spreadsheets or documents from the user interface.

Name: Allows a user to create a unique name for each web page, database, spreadsheet or document.

URL: Allows a user to enter a web address or browse to a web page, database, spreadsheet or document.

Open in new window: By default, web pages, databases, spreadsheets or documents will open within the user interface. By choosing “Open in new window” will open the selected web pages, databases, spreadsheets or documents in a separate window.

Custom Fields: Allows a user to create unique fields within the user interface.

Name: Example: Copy Code or Long Distance Code.

Value: Example: 1234.

More Information:

More Information allows a user to enter up to 32,000 characters of information about a client’s services or company profile. Virtually any information about the client can be entered in the More Information field to be displayed on the main screen as needed to assist receptionists while routing and transferring callers.

HTML:

HTML allows a user to create a mini web page within a client’s database record or enter additional text as needed to assist receptionists while routing and transferring callers.

User Interface:

File: (Logout) Provides and option to log one user out and another user to login. (Exit) close .

View: (Events) Opens the Events view window within . (Call History) Provides a view of recent call history. (Groups) Provides a view of email groups setup within . (Reports) Access the reporting area of . (Clear Window) Clears the current client record from the main screen. (Busy/Work) Locks the lower portion of the main screen to allow a user to implement changes without being disrupted by incoming calls. (Refresh) Refreshes the main screen.

Client: (Open in New Window) Opens the currently selected client record in a new window. (New Client) Opens the database area to a blank record for new client data entry. (Edit Client) Opens the database area to the currently selected client. (Alert) Allows a user to change the Alert information for the currently selected client. (Status) Allows a user to change the Status information for the currently selected client. (Email) Allows a user to create an email for the currently selected client. (Event) Allows a user to initiate an Event for the currently selected client. (Search) Allows a user to search the database.

Phone: Provides menu based access to the call controls.

Tools: (Real-time Log) Provides access to system logs as needed for Evo Technologies technical support. (Tools) Provides access to the configuration area.

Help: (Log Error) Provides an interface for logging errors encounter while using . (Update Software) Downloads and installs the most recent version of from the Evo Technologies server. (Support) Opens the Evo Technologies technical support web page.

Lines:

Ringing: As new incoming calls are presented to a user, ringing lines are displayed in red. A Call Duration is displayed to inform the user of how long the call has been ringing.

Connected: Once an incoming call has been answered by a user, its status changes from ringing to connected. Connected lines are displayed in blue. A Call Duration is displayed to inform the user of how long the call has been connected.

Call Notes: Call Notes allow a user to label a line to assist in call transferring. By clicking “Click to Take Notes” a user could enter text as needed. Example: Alex calling for Patrick.

Hold: When a line is placed on hold, its color changes to yellow to indicate its status. A Hold Time is displayed to inform the user of how long the call has been in a held state. A hold count is also displayed to alert a user as to the number of times a call has been placed on hold. The hold count is also color coded in either ed or black text. Red text indicates that a held call is the longest currently held call. Black text indicates a standard held call.

Transferring: When a user transfers a caller, the line being transferred turns green to visually indicate an active call transfer.

No Active Calls: Idle lines are presented to the user in grey and are labeled No Active Call.

Greeting and Primary Searches:

Greeting: Displays the greeting for the company or person being called or selected as the current record.

Everyone/Associates: Provides a means of searching the database on a name basis. By clicking the hyperlink the search toggles between Everyone, a listing of all clients in the database and Associates, a listing of all clients who work within the company or person being called or selected as the current record.

Company: Provides a means of searching the database on a company basis.

Select Keywords: Allows a user to search for an individual based on his or her title or specialty.

Call Control/Client Toolbar:

The Call Control and Client Toolbar are completely configurable. Buttons can be added or removed and keyboard shortcuts can be assigned by the end user via the settings area

Answer: Answers incoming external or internal calls or retrieves a longest held call.

Phone (1 through 6): supports up to six transfer numbers per individual client. Each transfer number can be labeled accordingly. Examples: Desk, Cell, Home.

Voicemail: Enables a user to transfer a caller directly to a client’s voice mailbox.

Dial: Enables a user to initiate a call from .

Connect: Completes a call transfer to an internal or external phone number.

Hold: Places a current active call on hold.

Goodbye: Hangs a current active call up.

Stop Transfer: Terminates an active transfer and reconnects a caller with the user.

Status: Provides an interface for a user to change a client or company’s Status.

Alert: Provides an interface for a user to change a client or company’s Alert.

Email: Provides an interface for a user to create and send an email to a client.

Event: Provides an interface for a user to generate an event for a client or a company.

Search: Provides an interface for a user to conduct an advanced search of the database.

Edit Client: Opens the database area to the currently selected client.

Client Details:

The client detail area displays all of the relevant client information needed to transfer callers and provide services for a selected client.

Conference Room Calendar:

The Conference Room Calendar allows users to book conference rooms and other facilities on a center or organization wide basis. Rooms booked by any user are viable by all users. Note: It is advised that users first search for and select a client before booking a conference room.

New Room: Adds a new conference room.

Rename: Renames an existing room.

Delete Room: Remove a room from the list of available rooms. Note. At least one conference room must remain in the database at all times.

Print Schedule: Prints the current conference room schedule.

Reports:

The reporting module allows users to view details in several areas including incoming client calls, conference room usage, operator efficiency and billable client events. Users can generate reports on a monthly, weekly or annual basis and select between the entire database, individual companies or individual clients.

Email Browser:

The email browser provides an in-application email browser and editor that allows users to create, send, receive and read email. The email browser allows users to contact clients with relevant information and to forward messages to clients from their clients. The email browser also allows clients to update their Status and Alert information without interaction with the reception staff.

Remote Notification:

Status: Clients can update their Status information independent of the reception staff by sending an email to the email browser. Example:

To: recprtion@

From: client@

Subject: STATUS

Body: In Meeting all day

Alert: Clients can update their Alert information independent of the reception staff by sending an email to the email browser. Example:

To: recprtion@

From: client@

Subject: ALERT

Body: Please page me if Alex Calls!

Upon receiving the Status or Alert email notification for the client, the email browser will automatically update the client’s record accordingly. Note: A unique email address must be created and assigned to the email browser and the Email Server must be configured.

Email Server:

The Email Server is a background application that sends and receives emails from/to the email browser. The Email Server is linked to the email browser via the SQL database. The Email Server is configured via the Settings menu and provides an interface for users to input relevant username, password, SMTP and POP3 information. Note: It is recommended that the Email Server is ran and configured on the same PC/Server as the SQL database.

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