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Features

Easy Installation:

Ready scripts for developers to use with HTML / PHP / WordPress platforms. The Jodo Live chat/call button can be set to appear as per your design requirements , by default it will appear at the right bottom of your website’s page upon integration of this script.

Multilingual:

Jodowidget supports multiple Indian as well as well known global languages and allows to communicate with predefined UI language. It is easy to add new languages.

Multiple devices supported:

Jodowidget supports different UI form-factors like mobile / desktop / full screen layout options as required for integration.

Sharing data while on call:

Using Jodo “Documentpush” and to share images, audio or video files and documents while on call. You and your customers could even annotate on the same data and save it for references.

Communication Transcript :

Customer can request the communication transcript on mail after completion of conversation with agent and if there is communication with voice channel the recording of voice communication can also be retrieved from transcript mail.

Callback Functionality:

Customer can request callback in case of non working hours or available agent is busy on another call or no agent is available to receive a call. An appropriate message will be populated on customers screen for such scenarios with configurable form fields to set callback.

Reconnect Functionality:

If the media connectivity for voice or video is dropped due to inconsistent network strength or other network issues. The customer can resume the voice or video session with same active agent.

Bandwidth wise fallback mechanism:

If there is network issue while video call or there is poor bandwidth for video session to continue, the video session will end and voice session will continue.
If there is network issue while voice call or there is poor bandwidth for voice session to continue, the voice session will end and chat session will continue. User can reconnect the voice / video media after having enough bandwidth for voice / video and it is indicated by bandwidth indicator.

Transform business processes, hierarchies, and management structures

Adopting a digital strategy for your Enterprise means removing legacy constraints of communications, and data/information delivery and provides rapid deployment models, allowing you – and your workforce – to become much more flexible.

The introduction of digital channels also brings with it many opportunities to redefine your business processes, business hierarchies, and management structures. You’ll soon realize that you’re no longer constrained to a geography or location – or device – or channel. Digitalization means being able to manage and conduct work and communications from anywhere in the connected world. You’ll also no longer be reliant on hardwired technologies – the information, data, and documents that you need to do your job are available from anywhere, at any time. All of that really does change the way that people work by allowing for changes reflecting real-time events and opportunities.

Digitization is also a very complex affair – which curiously makes complex things easier for you to achieve. Because of its modular design, you can take as much – or as little – as you need to begin your business transformation. The modules are pre-built and already exist in the cloud, so there are no lengthy deployment cycles – just simple migration paths to limitless provisions across the globe. Replacing legacy telephony for front and back offices takes just a few steps. Connecting to data storage in the cloud, providing a hierarchy of access controls takes minutes. Building and deploying your IVR menus takes hours – not weeks or months. Combining your customer or consumer channels across voice, video, media, and social media, connecting to your resources in any location, in any language becomes a series of steps, rather than a mass migration plan.

Digitization has helped to redefine business processes, by connecting and converting existing processes, allowing them to be streamlined. Where a legacy process may have needed a 12-step process across 3 systems – these can be integrated into a single stream, reducing complexity, applying more accuracy – and saving time.

Business hierarchies have more pertinent insights through digitization. Where legacy Business Intelligence (BI) dealt in volumes, aggregates, charts, and graphs – making – it difficult to interpret what is really going on – Management Information (MI) allows you to drill into specific events as if they had only just occurred. Over time, this allows you to create new structures around what is important to your enterprise – with new digital insights guiding you.

With new business hierarchies in place, the shape of your enterprise slowly begins to change, too. Where you had to focus on Service Levels and Key Performance Indicators in the past, you can have these served to you at any time – and you’ll have the means to address those in real-time, too. With tactical decisions more automated – and more commonplace, your business strategies can focus on growing rather than maintaining your Enterprise.

Meeting Recording

Once the meeting room has started, recording will start by default. 
Recordings will be retained for a month and can be played back for 
quality or training purposes. The agent has the option to pause and 
restart recording at any point of time during the meeting

Online Overview

Cloud Digital Workplace Technology Framework

User Creation

Users can be created/added/deleted through user management option.
These users can be added individually as well as bulk add option is available as a tool in this system.
Once user is created, roles and rights are assigned to these users through this system.
urther these users are associated to different user groups and these groups are then associated to the process while process configuration.

Field Description
User Type User Type shows the drop down for different type of users like administrator,teamleader,user,supervisor etc. This allows select the type of users which needs to be added in the system
Status Shows the active and inactive status of the user
Bulk Add Allows adding bulk users in the field.Bulk Add option saves administrator’s time in order to add more than one user at a time in the system
Add Allows adding new user. Enables creating a new user login for the system
Date Users can be searched based on From Date and To Date
Search Allows to search the system based on available filters like user type, status, from date – to date etc.
Reset The User can change the password by clicking on reset button corresponding to a user.

Data Management Overview

Data Management is powerful module use to manage the whole customer data
Along with the various Data related to Calls and Call Data files. It contains all Calling related settings
It offers flexibility to change the Calling as per requirement

 

Jodo Workflow Templates Overview

Business process standardization is an advantage and organizations strive to offer Uniform business processes globally for Internal and External stakeholders. 
Jodo Admin allows the creation of different workflow steps/actions as templates that can then be used by multiple teams and users across the global operations.

Jodo allows you to create multiple business workflow templates as per the list below

Please note that the creation of a process requires the creation and/or application of a few mandatory workflow templates, namely Skill template, Field map template, Disposition template.

System Configuration

This is a powerful functionality which helps to control behaviour of entire system
It contains all basic settings of system
It offers flexibility to change the System settings as per requirement
System Configuration settings are done by Avhan based on the requirement of customer’s business need

Jodo D2C - Work from Home

jodoLink Use Cases

jodoLink can be used in almost any aspect of business operations. Please review below a few of the Use Cases

How to add jodoLink in Word documents

How to add jodoLink in QR code

jodoLink in Business Document

jodoLink transform emails

Add jodoLink in PDF

Add jodoLink in Excel sheets

Add jodoLink to twitter

Add jodoLink in Linkedin

Add jodoLink in Facebook

Steps to embed the jodoLink in Whatsapp

Add jodoLinkin yahoo mail

Add jodolink in Apple mail

Add jodoLink in Outlook

Add jodoLink in Gmail

Articles

Access Rights

This option allows us to create different roles and allocate Access Rights to these roles.
User groups can be associated to roles created, hence list of options in each function is displayed and Add, Edit, Delete and View rights can be assigned.

Field Description
Add Allows the user to create new Roles.
Search User can enter the Role name and search.
Role Name This defines the name of the role created.
View It will list the details of functional modules associated to the selected role.
All Shows all the defined Roles.
Edit Allows to Edit the existing role.
Save As Make a copy of existing role and save it with a different name.
Delete Allows to delete the configured role.

HA Architecture - If Jodo Cloud Application Server node fails

Jodo Integration with Business App

Jodo integration with LMS / business app helps to bring in all telephony functions within the business app thereby eliminating the need to toggle between multiple apps.
Jodo provides you the flexibility for users to work anywhere in the world.

How to create user

Quality Management

This module is used to pull out recordings.
Date and Process selection is mandatory.
Recordings of specific users can be pulled out using Group Selection tab.
Parameter tab is used to pull-out a particular recording by entering CLID, DNIS, Extension.

 

 

Field Description
Filter Name Displays all the Templates which are created.
Create Date Time Provides information when the Template was created.
Last Accessed Date Time Displays the date when QA Template was last accessed.
Organization Name Display the Organization Name to which the template is associated.
Process Name Displays the Process Name for which the Template is created.
User Name Displays the User name who have Last accessed the Template.
Edit Allows to Edit the existing created Template.
Delete Delete the Template which is created.
From Date Recordings can be searched starting from this selected date.
To Date Recordings can be searched upto this selected date.
Process The user can search recordings associated to a particular process or all processes .

Click here to watch the video

Online Overview

FieldDescription
Port SummaryPort Summary Graph shows the number of ports which are busy – utilized by the system and number of ports idle with the system so that idle ports can be utilized. (*Note Clicking on Port summary will direct to the Port Summary Page)
Last RefreshedThe time the data was reloaded on the page.
IdleThese are the number of ports which are not used by the system.
BusyThese are the number of ports which are used by the system.
QueueQueue drop down allows to select the queue for which the information needs to be displayed.
Process ACDAutomatic Call Distributor is termed as Process ACD. It shows the information of all the calls handled by the ACD. (*Note Clicking on Process ACD will direct to the Process ACD Page)
Total Process ACD CountsTotal Calls offered are the number of total calls came in the ACD.
Total Calls OfferedIn Call Offered: Total inbound call counts . Out call offered: Total outbound call done
Total Calls AnsweredIn call Answered: Total inbound call answered to the inbound call hits. Out call Answered: Total outbound call answered to the outbound call done.
Agent InformationAgent Information Graph shows the details of the Agents in the selected process. (*Note Clicking on Agent Information will direct to the Agent Information Page)

Online Overview gives a graphical view of all the agent activities.
It shows the Port Summary graph, Process ACD Graph, and Agent Information Graph on real-time basis.
This information is refreshed every 2 seconds in order to give the exact overview of all the processes and their users.

Overview of Jodo report tools

Avhan Report module provides an easy-to-use GUI to retrieve the  standard reports in addition to customize reports with different filter criteria listed below
•Agent Range
•Dialer Range
•CRM
•Digital
•Social

 

Purge and Archive data

Jodo Digital Introduction

Jodo Digital is an easy-to-integrate cloud framework that brings the power of live communication to your websites, eCommerce portals, business apps, and more.

The customer uses the Jodo widget available on the website to initiate the chat/voice/video. The Jodo provides interoperability between chat, voice, and video. By default, all voice calls are recorded for quality and audit purposes. Jodo monitors both customer and users bandwidth and in case of network issues, the voice call will be converted to a chat to ensure fluent communication and can be converted to voice again after the bandwidth is  in normal state. Jodo helps to collabs existing businesses and make them more real time, for any assistance the screen share is provided and the customer and agent can share documents using the attachment button via doc-push in real time.

User interface via which communicate with the customer via voice, video, and chat is called as Jodo toolbar. Agents choose the status based on the situation, the status shows the duration in which the agent is currently in. The process name from which the customer initiated the conversation is visible to the agent.They can also see the bandwidth of the customer’s internet in the call info tab. The media control tab on the agent’s screen allows the agent to control the communication between the customer and the agent, with options such as “End session,” “End,” “Call,” “Video,” “Image,” “Share Screen,” and so on.When a customer initiates a call, the agent and the customer can share their screens to find a quick solution to the problem.

The agent has the right to see the dashboard available in the toolbar, which shows the work summary of the agent. Media traffic shows the history of agent activity. All the recordings are stored for audit purposes and can be played back for quality purposes. The agent has the ability to check the location of the customer using the location tab. The agent can access the calendar, social media, and email tabs through the toolbar.

 Once the chat is initiated, agent can share documents with the customer using the library as well as the attachment pin available in the chat.  Jodo connect the calls to suitable internal/outsourced agents based on language proficiency, skills and processes. 

The agent follows a script that outlines how to begin a conversation with the customer.A video call can also be initiated from both sides to do document verification, or KYC. We can integrate a CRM that will show the details in the web-form. The agent can use integrated third-party applications if required. When the chat, voice, or video is finished, the agent selects the disposition, i.e., the reason for the call.

JodoLink - D2C Global Business Communications

INSTANT Digital communications – for the “Connected” business world. Jodo Link is a service that provides 2-way LIVE Video / Audio / Chat communication between Customers and business users Globally.

  • Start Voice, Video, or Chat conversations with business users directly
  • Maintain a record of all conversations

You can embed jodoLink in:

  1. Email Signature
  2. QR code
  3. Any document (word, pdf, etc.) or presentation
  4. Videos

 

Customer History in QA

The Customer History feature allows the Supervisor to retrieve recordings of all calls handled by the Agent.

To obtain the information, the Supervisor must first select the campaign and the date range.

Jodo C3- Jodo Cloud Contact Center

Jodo C3 is a Contact Center technology for the “connected” business landscape to deliver direct-to-customer experiences globally.
Jodo C3 goes beyond premise-based contact centers and gains a competitive edge by leveraging Jodo’s single cloud for multiple “connected” delivery centers, stores, etc. to deliver powerful phone, SMS, and email solutions.

Jodo C3 provides a powerful user interface for the agent called Jodo toolbar to handle all communication media within a single frame. 

The toolbar always displays Agent’s status.  The ready status indicates that the agent is available to take calls. The timer below the status shows the duration of the status in which the agent has been. If the agent wants to make himself/herself unavailable he/she can change it.

We shall now see the Tabs or functions provided on the toolbar(Left side of the toolbar)

The toolbar provides the dashboard, which shows a graphical summary of their status and the daily calls handled. The call count considers the medium in which the call was handled. 

Media traffic tab on the toolbar shows all the communication history handled by the agent for the selected date range and process.

The voice tab in the toolbar handles PSTN (telephone) voice communication. From here User can also dial a call and connect with the customer. 3 dialing modes are available: progressive dialing , manual dialing, and preview dialing in the toolbar.

On call connect the following call control options are available to the Agent: “End” “Mute,” “Hold,”  and conference. Conference could be with an internal party, an external party, or another user. The call could also be transferred to a third party.

Jodo has an integrated CRM that serves as a call guide. Data which are already avaliable in the CRM will pop up on the screen on call connect.The user can update customer data in the CRM  during a call.

The Agent is also provided a preview of the past conversation of the customers with the business in the History tab.A 360 degree of view is provided to the Agent.

Another important tool provided to the Agent for a smmoth conversation with the customer is the Scriptor. The scriptor can also have dynamic fields populated with information from the CRM.They also get a scriptor for a smooth conversation with the customer.  

Once the conversation is over, the session can be ended by clicking the End button.Onces the conversation ends disposition is offered.

The toolbar allows the Agent to use social media as well as email thus providing a unified interface for all media.

Jodo C3 Dashboard

Jodo toolbar dashboard is a graphical summary of Agents’ status and the calls handled for the selected period. Each Agent can see their own activity summary. The call count takes into account the media in which the call was handled.

Jodo WidgetAPI

Jodo WidgetAPI Quick setup Note

  1. Chat from widget:

jodoChat(”,”,”,”)

Optional Parameters: ‘,”,”

Example: jodoChat(‘english’,”,”,”);

  1. Voice call from Widget

jodoChat(”,”,”,”)

Optional Parameters: ‘,”,”

Example: jodoChat(‘english’,”,”,”);

  1. Video call from Widget

jodoVideo(”,”,”,”)

Optional Parameters: ‘,”,”

Example: jodoVideo(‘english’,”,”,”);

  1. Screenshare call from widget

jodoScreenshare(”,”,”,”)

Optional Parameters: ‘,”,”

Example: jodoScreenshare (‘english’,”,”,”);

  1. Widget Load event and Auto trigger External events:

jodoWidgetInitialized() {

// Please write code to show or enable controls at hosted page.

Example:

try {

    document.getElementById(“startChat”).style.pointerEvents = “none”;

    document.getElementById(“startChat”).style.opacity = “0.4”;

  } catch (e) { }

// Example initialize auto call after 1 second inside jodoWidgetInitialized function.

setTimeout(function () {

document.getElementById(‘startChat’).click();

  }, 1000);

}

  1. External Iframe events:

bindEvent(window, ‘message’, function (e) {

var parentMsg = JSON.parse(e.data);

var status = parentMsg.id;

var message = parentMsg.message;

switch (status) {

case “screenshare”:

if (message === “started”) {

                             // On screenshare started code

}

if (message === “ended”) {

                             // On screenshare ended code

}

break;

case “voice”:

if (message === “answered”) {

                             // On voice call started code

}

if (message === “ended”) {

                             // On voice call ended code

}

break;

case “UaRegistered”:

try {

               // Enable or disable click events on mapped controls after widget load

  document.getElementById(“startChat”).style.pointerEvents = “auto”;

document.getElementById(“startChat”).style.opacity = “unset”;

} catch (e) {

             }

            break;

     }

Call back form

If you are not available to take the call, the caller will be presented with a call-back form. To edit/customize  the callback form click on the callback tab

Jodo Toolbar Login

Click on the Jodo toolbar URL shared with you on mail — This is the login page that you will see.

Please enter your credentials and the captcha to log in to the toolbar.

You have the choice to login in the language you prefer.

 

logging into jodo toolbar

Pull Data

Purpose:

This method is used to pull customer data from DB.

Use Case:

Sync customer data from Jodo Platform with external business applications.

Jodo users execute actions / transactions in the business applications and the external data will be synced periodically to reflect current status.

CRM / Business application to fetch data from Jodo using this method.

In this request either daterange (fromdate, todate), mobilenumber, customercode, crmuniquefield fields will be send as searchparam values can be used as input string to pull out data from Jodo DB.
At any time only one value should be passed else web service will pull data on all given criteria.

In example below, Searchparam has been considered as unique field to process data.

The getProcessData method accepts JSON string as input and returns response as JSON string .

Input Value:
M – mandatory parameter
O – Optional parameter

ParameterM/OData TypeExampleDescription
methodMTextgetProcessDataName of the web service method
reqdatetimeMText2016-01-19 12:00:00Date time for the webservice request
servicekeyMTextprocess1Unique Service Key for the process
apikeyMTextMsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=Unique API key for an organisation
searchparamMTextcustomer_code(1001)Unique Process values on which customer wants to search data: valid search parameter mobile number customer code CRM unique field ID Date range
fromdateOText2016-01-17 12:00:00From date from which data has to pulled searchparam=”daterange”
todateOText2016-01-19 12:00:00 Valid Format : (yyyy-dd-mm HH:mm:ss)To date to which data wants to pull searchparam=”daterange”
mobilenumberOTextContact number(8765456789)Mobile number If single contact number data has to be pulled out searchparam=”mobilenumber”. (Mobile number range must be minimum 3 digit and max 16 digit) for international contact number country code is mandatory.
customercodeOText14001This is Jodo Customer unique code. It is received through Toolbar when call is connected on Jodo CRM. searchparam=”customercode”
crmuniquefieldOTextPOP100300This is CRM Unique Field value. e.g., Policy Number searchparam=”crmuniquefield”

Note:

  •  searchparam is case sensitive.
  •  If searchparam is mobile number then webservice fetch mobile number value from request and pull-out customer data from Jodo World DB on contact1 field
  •  If searchparam is daterange then webservice fetch fromdate and todate values from request and pull-out customer data from Jodo World DB on storedatetime field
  •  If searchparam is customercode then webservice fetch customercode value from request and pull-out customer data from Jodo World DB on customer_code field
  •  If searchparam is crmuniquefield then webservice fetch crmuniquefield value from request and pull-out customer data from Jodo World DB on process associated unique CRM field.

Output Value:

This function returns JSON String with unique ID generated by web service. This is used to track details of the requests sent to the web services.

Data as per Form Template definition. Refer Push Data API DATA FAQ point.

ParameterData typeExampleDescription
methodTextgetProcessDataName of the web service method
resdatetimeText2016-01-19 12:00:00Date time for the webservice response
statuscodeText001Response Code
statusdescTextsuccessResponse description.
dataTextCustomerdata in arrayCustomer data in array

JSON request Response

This method accepts StrRequest JSON string as input and returns response as JSON string .

Sample JSON Request With search param mobilenumber

				
					{
"method":"getProcessData",
"reqdatetime":"2016-01-19 12:00:00",
"servicekey":"Policy",
"apikey":"MsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=",
"searchparam":"mobilenumber",
"mobilenumber":
["9000100200",  "9000100201","9000100203"]
}

Sample JSON Request With search param customercode

				
					{
"method":"getProcessData",
"reqdatetime":"2016-01-19 12:00:00",
"servicekey":"Policy",
"apikey":"MsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=",
"searchparam":"customercode",
"customercode":"1"
}

Sample JSON Request With search param crmuniquefield

				
					{
"method":"getProcessData",
"reqdatetime":"2016-01-19 12:00:00",
"servicekey":"Policy",
"apikey":"MsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=",
"searchparam":"crmuniquefield",
"crmuniquefield":"1"

}

Sample JSON Request With search param daterange

				
					{
"method":"getProcessData",
"reqdatetime":"2016-01-19 12:00:00",
"servicekey":"Policy",
"apikey":"MsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=",
"searchparam":"daterange",
"fromdate":"2016-01-19 12:00:00",
"todate":"2016-01-22 12:00:00"
}

Sample JSON Response

				
					{
"method":"getProcessData",
"resdatetime":"2016-01-19 12:00:00",
"statuscode":"001",
"statusdesc":"success",
"data":
[
{
"leadnumber":"1",
"name":"Avhan Technologies",
"mobilenumber":"1234567890",
"emailid":"v@avhan.com",
"callDateTime":"2013-06-20 09:07:00",
"policyexpirydate":"2013-02-22",
"dateofleadcreation":"2012-02-22",
"timeofleadcreation":"12:00:00",
"extrafield1":"1",
"extrafield2":"2",
"extrafield3":"3"
},{
"leadnumber":"2",
"name":"Avhan Technologies 1",
"mobilenumber":"1234567891",
"emailid":"v1@avhan.com",
"callDateTime":"2013-06-20 09:07:00",
"policyexpirydate":"2013-02-22",
"dateofleadcreation":"2012-02-22",
"timeofleadcreation":"12:00:00",
"extrafield1":"11",
"extrafield2":"21",
"extrafield3":"31"
}
]
}

Open import data

Click on the import data to start doing the process to configure messenger dialer.

 

DR Architecture

Location Sharing

Location can be shared using the Location pin in the chat. Click on the Maps icon to share your location with your contact. 
You can share it with the live Agent by clicking on send.

Introduction to Jodo Toolbar

Jodo Toolbar (JT) is the user application that lets you interact with the customer when they call you using your jodoLink service.

Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device.To assist your customers you may share files and screen with each other online during the call.All conversations on Jodo are recorded.

Toolbar

Jodo C3 online monitoring

The Jodo Online Monitoring module or Dashboard provides the supervisor with a real-time online overview of all field operations carried out by the counselors.

Add Jodo widget in Web Apps

Jodo offers a simple and powerful option to integrate external web apps and mobile apps. System Integrators / ISVs can achieve the below mentioned multiple functionalities using Jodo widgets very quickly.

  • Login & Logout of Jodo World
  • Receive Voice / Video calls
  • Screen Pop-up customer information in Apps (while receiving calls)
  • Click to Dial direct Call to customer contact data from web apps
  • End active call
  • Hold & Unhold calls
  • Change status – Presence Status
  • Save selected disposition

The following features are available in the Jodo Toolbar widget

  • Transfer Call
  • Conference Call

Following events can be received from Jodo Framework to trigger actions (workflows) in external Web Apps

  • User Status change
  • New call received
  • Active call terminated
  • Hold / Unhold Success & Failure

Login

 Description:

This method is used to login into Jodo World. CRM / Business Application can invoke this method with user name & password. When logged in successfully, CRM / Business Application can receive events and invoke methods. Jodo World does not honor any requests till Login() method is invoked.

 
 
				
					var loginrequest = {
	"Login_ID": StrLogin,
	"Password": Strpasswd
};
sendLoginParameters(loginrequest);

Getting started

 

Jodo Store link:  https://store.jodocloud.com/

Jodo Cloud Store is our online store where a customer can subscribe to  Jodo Services. Click on Get Started to subscribe to the services.

jodoLink in Business Document

  • Step1– Open your Word document.
  • Step2- Click on the Insert icon
  • Step3- Select the link option. Enter the appropriate information. In the address field copy/type your jodoLink URL. Click on Insert.
  • Your jodoLink is now embedded in the Word document.
  • Any person reviewing/reading the document can connect with you by simply clicking on jodoLink

 

QR code

Embed jodoLinks in QR codes to enable your customers to start direct voice, video calls with you.

Step 1:- Attach Jodo Link to QR codes and start LIVE Conversations with your business. You can start Direct to Customer business globally in minutes.

Step 2:- When you scan the QR code it will connect with your business user on live chat, voice, or video calls.

Step 3:- Scanning the QR code opens a jodo Link webpage page on your device. Each jodo link is unique and opens a subscriber’s page.

Step 4:- Jodo link page allows your customers to start a voice call, video call, or a chat securely with the subscriber and supports share screens + document sharing functionality

Step 5:-  Jodo Communications are location-driven, you can identify the location of your customer in real-time 

Step 6:-With Jodo, you can now start Direct to Customer Business operations, Globally in minutes …… Take a FREE trial NOW 

Introduction to the Jodo Toolbar

  • Jodo Toolbar (JT) is the user application that lets you interact with the customer when they call you using your jodoLink service.
  • Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device.
  • To assist your customers you may share files and screen with each other online during the call.
  • All conversations on Jodo are recorded.

Reports overview

The Avhan Report module provides an easy-to-use interface for retrieving standard reports as well as customized reports using the filter criteria provided below.
•Agent Range •Dialer Range •CRM Range •Digital Range 

To Add / Edit User

Purpose:

Add new user or Edit existing users in Jodo

Use Case:

When new user is created in CRM / Business application, it is pushed to Jodo using this API

User Input Parameters:

NodeM/OData type sizeValueDescription
methodMTextaddEditUserUnique Command for JSON Request. (This method value will not be changed)
apikeyMTexttest_orgUnique key assigned to an organisation. (This API key will change per client organisation)
actionMTextaddAction type (1=Add &2=Edit)
usernameMTextavhanuserUsername can be alphanumeric
userimageOTextc2c_clicktocall_201601051003844.jpgImage of the user
loginidMTextuser12@avhan.comEmail ID of user (need valid email ID) For Edit this field cannot be changed Non-Editable field
usertypeMTextuserSelect particular usertype while creating user (User types like user, Admin, Dealer, Stores etc.)
mediadetailsMText(150)[{“media”:”Voice In”},{“media”:”Email Out”}]Media details (Media details like VoiceIn, VoiceOut, EmailIn, EmailOut, social, etc.)
newpasswordOText12d73bbb7bdf501be4b6595271eac123Enter user new password (MD5 encrypted value)
confirmpasswordOText12d73bbb7bdf501be4b6595271eac123Enter user confirm password (MD5 encrypted value). This field is mandatory when new password parameter is passed

Output Parameters:

NodeValueDescription
methodaddEditUserUnique Command for JSON Response
revisionno1Functionality revision no
status3Refer the status parameter table
statusdescsuccessstatus parameter description
userid136New user creation id (whenever new user is created dynamic user ID will be generated)
resdatetime2018-11-12 14:00:05Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)

User type:

Type
Super Admin
Administrator
Supervisor
Team Leader
User
Quality
Barge-In
MIS

Media type:

Type
Email In
Email Out
SMS In
SMS Out
Chat
Voice In
Voice Out
Social-Twitter
Social-Facebook
Video

Contact ID Info :

Table: contact_types

Type
Home Number
Mobile Number
Personal Number
Office Phone
Office Fax
Skype
Facebook
Personal Email
Official Email

JSON Add User Request Format

				
					{
"method":"addEditUser",
"apikey":"test_org",
"action":"add",
"userimage":"c2c_clicktocall_201601051003844.jpg",
"username":"Batman12",
"loginid":"Batman12@avhan.com",
"usertype":"user",
"newpassword":"ecc4208a7778c1d76e7e89c5253128c5",
"confirmpassword":"ecc4208a7778c1d76e7e89c5253128c5",
"mediadetails":[{"media":"Email In"},{"media":"Email Out"}],
"customercode":100783,
"groups":["Avhan_group","Batman_group"],
"gender":"Male",
"dob":"1990-11-13",
"doj":"2014-11-13 ",
"address":"Postal colony, chembur"
"country":"India",
"state":"Maharashtra",
"city":"Chembur",
"language":[
{"languageid":"1","language":"English"},
{"languageid":"2","language":"Hindi"}
],
"contactdetails":[
{"contactid":"facebook","contacttype":"testdemo987@avhan.com"},
{"contactid":"mobile number","contacttype":"8465982541"}
],
"skilldetails":[
{"skillname":"language","skilldetail":"hindi","proficiencyvalue":"4"},
{"skillname":"product","skilldetail":"old","proficiencyvalue":"4"}
],
"reqdatetime":"2018-11-12 14:00:05"
}

JSON Add User Response format

				
					{
"method":”addUser”,
"userid":124,
"revisionno":1,
"status":3,
"statusdesc":"success",
"resdatetime":"2018-11-12 14:00:05"
}

JSON Add User Failed Response format

				
					{
"method":”addUser”,
"revisionno":1,
"status":5,
"statusdesc":"fail",
"resdatetime":"2018-11-12 14:00:05"
}

JSON Edit User Request Format

				
					{
"method":"addEditUser",
"apikey":"test_org",
"action":"edit",
"userimage":"c2c_clicktocall_201601051003844.jpg",
"username":"Batman12",
"loginid":"Batman12@avhan.com",
"usertype":"user",
"newpassword":"ecc4208a7778c1d76e7e89c5253128c5",
"confirmpassword":"ecc4208a7778c1d76e7e89c5253128c5",
"mediadetails":[{"media":"Email In"},{"media":"Email Out"}],
"customercode":100783,
"groups":["Avhan_group","Batman_group"],
"gender":"Male",
"dob":"1990-11-13",
"doj":"2014-11-13 ",
"address":"Postal colony, chembur"
"country":"India",
"state":"Maharashtra",
"city":"Chembur",
"language":[
{"languageid":"1","language":"English"},
{"languageid":"2","language":"Hindi"}
],
"contactdetails":[
{"contactid":"facebook","contacttype":"testdemo987@avhan.com"},
{"contactid":"mobile number","contacttype":"8465982541"}
],
"skilldetails":[
{"skillname":"language","skilldetail":"hindi","proficiencyvalue":"4"},
{"skillname":"product","skilldetail":"old","proficiencyvalue":"4"}
],
"reqdatetime":"2018-11-12 14:00:05"
}

JSON Edit User Response format

				
					{
"method":”addEditUser”,
"userid":136,
"revisionno":1,
"status":3,
"statusdesc":"success",
"resdatetime":"2018-11-12 14:00:05"
}

Status Code Information

StatusStatus Description
401action not found
402action is blank
403userimage not found
404username not found
405username is blank
406loginid not found
407loginid is blank
408loginid is invalid
409usertype not found
410usertype is blank

Generate Reports

Generate Reports assists the Supervisor in retrieving all types of reports from the report module.

Add auto responsive template

Jodo Widget Integration in Websites

This document explains different methods of integration supported by Jodo widget API using scripts and steps to achieve integration with existing website platforms.

 

Delete user

Purpose:

This function is used to delete users in Jodo.
Whenever user is deleted in external business application, the application must invoke this API to execute same action in Jodo platform.

Use Case:

When users are deleted in business applications – they will be automatically deleted in Jodo Platform as well.

User Input Parameters:

NodeM/OData type sizeValueDescription
methodMTextdeleteUserUnique Command for JSON Request. (This method value cannot be changed)
apikeyMTexttest_orgUnique key map to an organisation. (This API key will change per client organisation)
loginidMTextuser12@avhan.comEmail id of user. (needs valid email ID)
reqdatetimeMText2018-11-12 14:00:05Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)

Output Parameters:

NodeValueDescription
methoddeleteUserUnique Command for JSON Response
resdatetime2018-11-12 14:00:05Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
status3Refer the status parameter table
statusdescsuccessstatus parameter description
revisionno1Functionality revision number

Return Value:

This API returns in one format I.e. JSON format.

Delete user JSON Request

				
					"method":"deleteUser",                
"apikey":"test_org",
"loginid":"Batman12@avhan.com",
"reqdatetime": "2018-11-12 14:00:05"
}

Delete User JSON Response

				
					{
"method":"deleteUser",
"revisionno":"1",
"status":1,
"statusdesc":"success",
"resdatetime":"2018-11-12 14:00:05"
}

Delete User JSON Fail Response

				
					{
"method":”deleteUser”,
"revisionno":"1",
"status":5,
"statusdesc":"fail",
"resdatetime":"2018-11-12 14:00:05"
}

Status Code Information

StatusStatus Description
406loginID not found
407loginID is blank
408loginID is invalid
418loginid not exists
461Client login ID does not exists

JodoFlow

Jodo Toolbar

 Jodo UnifiedToolbar is the user application that lets you handle all the communication with the customers.

Digital and when they call you from the . Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device.

To start using the Toolbar, first, you need to log in with your valid credentials and enter the Captcha, please choose your language of communication and you are ready to start.

The customers can start the session with the Chat option, a Chat window like the one you see here will open in your Toolbar screen. It will show you the location, and device details by default, You can type your chat messages in the chatbox provided in the chat window.

Document sharing

Chat option is also available. Via the chat option participants can share any file with the others using the attachment pin. This is useful if data sheets, brochures, manuals, etc., need to be shared during the meeting. Participant can download the file and save it for further use. Similarly, participants can also share their location and emojis.

Myths about moving business communications to the Cloud

There are many reasons why you might consider migrating some or all your enterprise communication channels to Cloud service providers. With zero local architecture, more versatility, and more functionality – spread out across the globe, providing unified communications wherever it’s needed – to many it makes sense. But, over time, a lot of myths have circulated about Cloud communications services (SaaS, PaaS, etc.) which have somehow stuck. Let’s see if we can put that right!

The Cloud isn’t as reliable as my current communications provider:

This was probably true about 10 years ago. Today – with hardwired Ethernet connections, certified reliability, WIFI, 4G, and a whole host of network services provisions – the internet is truly “always-on”. With guaranteed uptime and solutions for both business continuity and disaster recovery, the chances are your telephone network is probably less reliable than the Cloud! And – did you know – many national and international telephony providers actually use internal internet networks to transport a lot of your calls? That’s food for thought!

The Cloud isn’t a secure network:

There has been a lot of chatter about insecure Cloud networks and hackers gaining access to user and customer sensitive data. The truth is that any network is only as secure as the provider makes it – and that is true of local or Cloud networks. Today, there are international standards applied to pretty much every Cloud network service provision. With highly encrypted, secured, connected network “pipes”, only those with the right credentials, equipment, and network identification can gain access to these highly secured data and communications networks. Again, it is worth noting that many global enterprises already store your data in the Cloud!

The Cloud doesn’t host all the services that my business needs:

The beauty of Services in the Cloud is their versatility – and their infinite connection capabilities. Connecting local, enterprise systems and solutions with Cloud services are becoming more straightforward, day by day. With Application Programming Interfaces (API’s), Software Development Kits (SDK’s), Secured Data Connection tools, and open-standard protocols, connecting to your legacy systems isn’t a problem, anymore – but your legacy systems are! Isn’t it time to rethink your long-term strategy?

Running my business communications from the Cloud is more expensive:

It does seem a daunting prospect when you begin to plan out a migration strategy. Legacy system removals, closing down legacy provider contracts – and then there are the migrations themselves – then the changes to your operations …the list goes on. But the bigger picture will always be brighter – once you’ve moved to the Cloud, your operating costs reduce significantly. No more on-site architecture, no massive IT infrastructure, no maintenance schedules, no patching, no upgrades… getting the picture?

The Cloud isn’t environmentally friendly:

Again, this might have been true about 5 years ago. However, considering the number of enterprise data centers still running on 10-year-old hardware – the power consumption alone is astronomical, compared to much more efficient and eco-friendly Cloud vendor data storage. The economy of scale also means being able to fit in more data, more services, more provisions, and more solutions in less space. Combining data in the Cloud means condensing the need for pockets of old, environmentally unfriendly data stacks!

So – perhaps it is worthwhile taking another look at how the Cloud can support your business – now and into the future? Let JODO Cloud show you the way – because #NowYouCan!

Online monitoring

Business Campaigns / Processes in Jodo

OVERVIEW

CAMPAIGN allows you to create defined steps/activities to execute predefined business tasks by Jodo users (business processes)
Every campaign is created under an ORGANIZATION in Jodo.

Before your start creating a business campaign in Jodo, please ensure that you have executed the below steps:

Step 1 : Create an ORGANISATION in Jodo.

Step 2: Create TEAMS in Organisation

Step 3 : Create / Select TEMPLATES for workflows / actions (this will be assigned / selected during CAMPAIGN creation.

CAMPAIGN screen lists the business campaigns created and allows you to Edit the campaign, view the teams associated with the campaign or duplicate an existing campaign and create a new campaign quickly or you can delete a campaign from the Jodo system.

Creating Business Processes (Campaigns) in Jodo

Assigning User Teams (Groups) to Campaigns

Mapping 3rd Party / External Business applications in Jodo

Select Predefined workflow actions (Templates) for Email and SMS

Configuring Jodo Chat

Configure Incoming Email handling

Configure sending Email in Jodo

Configure SMS details in Jodo

Configure Voice Traffic handling in Jodo

Configure Business Process Permission Details

Channel Allocation Details

Voice Outbound Details

Voice Inbound Details

Disposition Details

Articles

Creating Business Processes (Campaigns) in Jodo

Jodo allows you to define and manage multiple Processes / Campaigns for multiple business functions.

You will find an explanation of how users can create multiple processes in their business activities.

Jodo allows users to create single or multiple communication-enabled business processes and deploy them across single or multi-location teams worldwide.

 

Field Description
Organization Select the name of an organization that is created and to which the new process should be mapped. To create a new organisation please look up Organisation
Process Name Please name your Process / Campaign (the name of a process has to be unique and easily identifiable to users and supervisors)
Process Description Please provide a short description of your business process.
From Date Please enter the start date for the business process / campaign
To Date Please state the last date for business process operation. Please note that until this date users will be able to access and operate this business process. 
Stage

Jodo process creation activity is assigned multiple stages from the time you create a process, test a process and start activities to the end/stop date of the business activity. The different stages (7) that can be assigned in the process/campaign creation are :

1. Configure >> 2. Test >> 3. Start >> 4. Pause >> 5. Restart >> 6. Abandon (Delete) >> 7. Close.

Each stage in process creation has defined features/rights, users are not allowed to modify a process in certain stages as part of the in-built Jodo security – user rights management feature

e.g. If any users are logged in to a process, the rights to modify a process definition are not available.
Users are not allowed to modify any process configuration while the process is in Start stage, to modify the process configuration in this stage, the System administrator needs to change the stage of the process into Configure.

Configure: In this stage users with process creation rights are allowed to modify the parameters/values for the creation/definition of the campaign (process).
On completion of the process configuration, users can move the process stage to ‘Start’ or ‘Test’ mode.

Test: Before moving a process to live operations, in this stage, users can test a defined process with limited users and dummy data to verify all settings are as per the business definitions.
This is the UAT (final) stage of campaign (process) creation to check the business logic defined for the process.
If there are any problems identified in this stage then users can move back to the Configuration stage and reconfigure the process or they can move the process to the Started stage for Live operations.

Started: – This is the Live operations stage, the defined process is Live for the assigned teams, media, and business logic/actions defined.

Users cannot make any process configuration changes at this stage. To make any process changes, all users have to be logged off from the process, then change the stage to Closed, then select Restart stage, and then choose Configuration stage. After making the changes, users can either Start or Test the process as per their business SOP.

Closed: (Stop):  This stage is to end or inactivate a campaign/process. When you select this stage, users cannot access or view the closed process and the process operations are closed.

Closed processes can be Restarted by users with rights to restart.

Restart:  In this stage, the campaign/process can be activated for live operations and users are allowed to execute process operations.

from the Restart stage, users are allowed to move the process to the Configuration, Testing, and Started stage.

Paused:- In this stage, live processes can be made temporarily Inactivated / Suspended (users will not be allowed to execute the process.)
from the Paused stage, users are allowed to move the process to the Restart, Closed, Abandoned stages.

Abandoned – This means the Process is stopped or closed and all process information is deleted / made inaccessible to all users.
Agent Threshold Time Template Agents Threshold Definition for the different status when the agent is logged in.
Disposition Template We have to select the proper Disposition Template which is made for the process and to is mapped to the process.
Escalation Template Escalation Template definition.
After Call Save Auto Available Selecting this option will change the status of agent to Available after call ends instead of agent changing his status manually to available state, this  function reflects on the agents Jodo Toolbar.
QA Review Template Definitions of Quality Team Revive parameters which are mapped to the process.
Media Jodo have different media features. This have option of selecting different media to a process  and a process can be associated to different media. Hence, agents have the functionality to answer calls for different media. You can Select the media’s which have to be associated to the process.

 

Assigning User Teams (Groups) to Campaigns

Jodo allows you to assign multiple users and teams (Groups) to execute workflows as defined for the business campaign. 
Only assigned team members can view and execute business actions.

 

 

Field Description
Available Teams you can view the list of teams and select the teams to be assigned to the campaign.
Assign (Select) Please select the teams that are authorized access and rights for your campaign and click on the ASSIGN button to authorize. 
Assigned Teams You can review the list of assigned teams for a campaign here.
Remove Teams

You can remove team/s from processes by selecting the assigned teams and clicking on REMOVE TEAMS

Note: At least one process has to be assigned to a campaign that is in the START stage.

Mapping 3rd Party / External Business applications to Jodo Toolbar

Field Description
Script Template Select the proper script template which is made for the Campaign and is mapped to the Campaign. It will be displayed on the Agent Toolbar once a call is transferred to an agent, This has to be selected from the drop-down.
Audit Template  This is a selection from the available templates created through template definition, this is Status codes that have to be audited,
CRM POP Type This is Screen pop-up method for a Campaign, this has different options and can be integrated with 3rd Party applications, Possible options listed below are.
Disabled: No screen pop for the campaign.
URL: 3rd Party URL links that can be hosted on WAN/LAN and any web-based application developed on HTML/JSP.
CRM pop file/URL parameter Based on the Screen Pop-up Type additional parameters can be passed to call the application which is received on a call and will enable the pop-up of data based on this parameter from the customer database
For Eg:- CRM Pop Type:- URL Link to be given here:- http://192.168.0.73:9090/WebDynamicScript/
Screen Connector Here it gives the different Script Methods Like.
Http Get : HTTP Connection method & data transfer through request parameter.
Http Post : HTTP Connection method & data transfer through Form post.
Web Connector: Third-party communication mechanism.
Unique Field Third-party CRM Unique field which imported in JodoAdmin & will use to populate 3rd party CRM.
CRM Save on

This provides a selection of saving the data depending on the availability, it can be configured if the save option has to be on CRM Or Agent Toolbar, based on the selection, the Disposition list will be populated on the selection.
If the CRM level is selected then it will display all created dispositions on CRM Page and dispositions will be tagged through CRM.

If the Toolbar level is selected then it will display all created dispositions on the left of the CRM page i.e. below the call info and media info.
Auto wrap-up This option is to save the data on pre-defined time and wrap up the calls, selecting this option will wrap-up the call automatically based on the time defined and will change the status to available mode.
Auto wrap-up time It allows the user to set the Wrap-up time for Agents after the selected time call will be automatically disposed of. The time mentioned there is in seconds.
Default Disposition Dispositions that are associated with the Campaign, and in the case of Auto-Wrap up which disposition should be selected, based on the default Disposition Master and Reason, this disposition will be allocated by default to the call if the agent does not select the disposition in the specified time.
DNC Template DNC Templates Assigned to the Campaign, Selecting the appropriate template will perform DNC check only from the specific template and not through the generic DNC data.
Import Data DNC Check Out: DNC Check can be configured for manual and call-back numbers. Selecting this option will check the number in the template specified and remove it while importing data for that Campaign.
Duplicate Check fields to be Checked: While importing the data on which options the system should perform a duplicate check, this allows performing Duplicate checks on different options such as All Contacts – The system will scrub across all the contact numbers available in the Database.
First Contact Only – System will validate the number only on the first Contact Number.
Name – The system will validate it against the name and duplicate names will be excluded.
Name & Contact – The system will perform a duplicate check on Name and Contact.
Name & All Contact – System will perform a duplicate check against the name and all contact numbers available.
None – The system will not validate the numbers and will import the data without performing a duplicate check.
Search Contact in DB:- Selecting this option will always search the number in DB while making Manual calls and will pop up the data.
Source Tag information: Selecting this Option allows to define a source and tag for the data to be imported. This helps in assigning the data to a specific source/tag and generate the report and verify/filter them based on the Source/Tag.
Session Date Range: Selecting this option will allow to define the validity for a session and sessions will be active for the specified date range.
Preview Field detail List of fields that can be displayed while performing Preview Dialling and this data will be available for the agents to view in the list.
Field Name:- Select the field name from the drop-down list and click on Add button it will get added to the Preview list

Select Predefined Email and SMS workflow actions (Templates)

Jodo allows you to configure multiple Pre-defined workflow actions (templates) that can be used across multiple business campaigns (processes).  You can create standard workflow actions for Email and SMS such as sending SMS or Emails to customers at end of the communication or when a business application trigger is received.

e.g. send account balance, acknowledgment notifications, send appointment confirmation, etc are examples of predefined workflow actions in a campaign.

Jodo is a multi-lingual system and allows you to create workflow actions in multiple languages based on market geography or customer languages.

Once configured and applied to a campaign, the predefined Email and SMS will be sent to customers at end of the call (wrap-up). 

Field Description
Email Template List of Email workflow actions that can be assigned to a campaign, these actions will be visible to users while selecting the dispositions. users can select the action and Jodo will execute the action accordingly. In the case of Auto-wrap up settings for a campaign, a predefined action can also be applied.
SMS Template List of SMS workflow actions that can be assigned to a campaign, these actions will be visible to users while selecting the dispositions. users can select the action and Jodo will execute the action accordingly. In the case of Auto-wrap up settings for a campaign, a predefined action can also be applied.

There is also an option to View the workflow action before selecting the action for a campaign.

Configuring Jodo Chat

Jodo offers Chat communications as an in-built module,  allowing customers from across the world to interact with dispersed multi-device, multi-lingual teams.

All chat conversations are recorded and stored in Jodo.

Chat transcripts can also be generated and delivered to customers at end of the Chat conversation.

Jodo is a multi-lingual platform and Jodo Chat is a multi-lingual module, customers can select the language of their choice and Jodo will connect them with business users based on the language selected.

Chat configuration window enables the administrator to configure and assign multiple chat servers as well as configure Integration of the chat with Jodo applications or external applications

Once Chat campaigns are configured and assigned to teams, the team members can start using the chat campaigns

Field Description
Chat server select Chat Server that has to be assigned to the campaign.
Chat Routing logic (User Selection Type)

Chat conversations can be routed to Jodo users in multiple ways:

Lowest Traffic: User with minimum customers assigned.

Round-Robin: Chats are distributed to users in round-robin (cyclical) manner.

Skill-based: Chats are distributed based on matching of skills as per the campaign. (location, language-based selection are defined as skills in Jodo and on this selection, chat routing and user-selection will be based on the language and geography) e.g. if a customer has selected Spanish as their language, Jodo will route the chat to a business user that is skilled in Spanish language)

Max Idle: Chat conversations will be allocated to business who has been ideal for the maximum time.
Concurrent Sessions

Jodo Chat module allows you to assign multiple chat sessions to a business user (Each chat conversation appears in a separate tab within the Jodo application and Jodo users can navigate across multiple chat conversations simultaneously)

You can assign and restrict the number of concurrent chat sessions assigned to business users here. For Eg:- if concurrent sessions are set to 4, then each business user can be assigned 4 customer Chat conversations simultaneously.
Chat Transcript delivery This will enable the delivery of the chat conversation transcript at the end of the chat conversation. The Transcripts are delivered via email to customers on their pre-defined email addresses or by capturing of a new email address for chat transcript delivery.
Select Email Workflow You can Email Template assigned to the Chat Module which will be used to send out Emails while sending Emails to customer.
Transcript URL URL which will help to agent what should be use in email / Chat with customer or FAQ for process and help information.
Feedback URL URL defined to capture customers feedback about the agents conversation and handling the call
CRM Integration Component It is use to send / communicate with 3rd party CRM and JODO Cloud eg. To generate Help desk ticket number.
Auto Response In case of non-availability of Agents during the non-working time, standard auto response can be sent to customers on the Web Site when they select the chat option.
Day and Time Template Definitions of time window when the agents will available for the process, Templates can be associated which are ore-created using the template option.

Configure Incoming Email handling

Use this to configure the incoming email handling in Jodo. You can create standard workflow actions for the Email (Inbound) process. 

 

Field Description
Receive Account Email IDs for which the emails will be received
Auto Response Jodo will enable the delivery of the chat conversation transcript automatically to customers once they send an email to the respective ID”s defined.
Auto Response Template This provides a selection of defining different response templates which can be associated with the process, it will allow selecting the Email templates which are ore-created using the template options.
Note:- This option will be enabled only when Auto Response is otherwise by default it will display as None.
Reply Message This will allow the user to select the reply option to the customer either with a history of the original message or a fresh content email Option List.
None – Option not available to reply to emails Fresh Email – Original email history of customer mail will not be available Email with history – This will have the original content sent by customer Note:- if None option is selected it will by default take as Fresh Email whenever it is sent to the same sender
Reply To This will allow the users to send the Chat conversation through Email to customers on the pre-defined email addresses or new email addresses.
Email Processing Logic Email Template associated with the Chat Module which will be used to send out Emails while sending Emails to customers.
Black List URL which will help the agent what should be used in email / Chat with customers or FAQ for process and help information.
Email Storage Server URL is defined to capture customers’ feedback about the agent’s conversation and handling the call.
Allocation It is used to send/communicate with 3rd party CRM and JODO Cloud eg. To generate Helpdesk ticket number.
Keyword Template In case of non-availability of Agents during the non-working time, a standard auto-response can be sent to customers on the Web Site when they select the chat option.

Configure sending Email in Jodo

 

Field Description
Receive Account Email IDs for which the emails will be received
Auto Response Select this option to send an auto-response to customers once they send an email on the ID”s defined.
Auto Response Template This provides a selection of defining different response templates which can be associated with the process, it will allow selecting the Email templates which are ore-created using the template options.
Note:- This option will be enabled only when Auto Response is otherwise by default it will display as None.
Reply Message This will allow the user to select the reply option to the customer either with a history of the original message or a fresh content email Option List.
None – Option not available to reply to emails Fresh Email – Original email history of customer mail will not be available Email with history – This will have the original content sent by customer Note:- if None option is selected it will by default take as Fresh Email whenever it is sent to the same sender
Reply To This will allow the users to send the Chat conversation through Email to customers on the pre-defined email addresses or new email addresses.
Email Processing Logic Email Template associated with the Chat Module which will be used to send out Emails while sending Emails to customers.
Black List URL which will help the agent what should be used in email / Chat with customers or FAQ for process and help information.
Email Storage Server URL is defined to capture customers’ feedback about the agent’s conversation and handling of the email.
Allocation It is used to send/communicate with 3rd party CRM and JODO Cloud eg. To generate Helpdesk ticket number.
Keyword Template In case of non-availability of Agents during the non-working time, a standard auto-response can be sent to customers on the Web Site when they select the chat option.

Configure SMS details in Jodo


SMS configuration for processes is defined here.
All inbound SMS and outbound SMS sent and received by the process are configured here.

Field Description
SMS In Details SMS In Server: Define the server name through which SMS will be received from customers.
Short Code: Define the shortcode on which SMS is received. eg. ENQ will use for Enquiry for the Airline schedule.
Auto Reply: This will enable an auto-response to customers when they send the message to the defined number.
For Eg: Thank you for registering the Complaint, your Complaint Id is XXXX and it will be responded to within 4 hours.
Auto Reply Template: Select Templates which are created for Auto-Reply and associate them with the process.
Note: – This option will be enabled only when Auto Reply is checked else this will be None.
SMS Out Details SMS Out Server : Select the server name which is used to send the messages.
Sender ID: ID which will be displayed when the customer receives the messages(CLI) Eg. AXIS

Configure Voice Traffic handling in Jodo


Voice configuration is defined when the process has been associated with Voice Media i.e Voice – In / Voice -out

 Process Recordings Information enables the recording storage options for the processes

Field Description
Voice – Recordings Details Local Recorder: Option to be enabled if Process requires call recordings to be done.
Voice Recording File Template: Logic is used to define the file naming convention.
Recorder Type: Type or recording which is required for the process.
After Connects with Agents (Continuous) – Calls will be recorded only when transferred to Agent.
Call Progress Tone Recording (Before Connect) – Recording will be initiated when the number is dialed.
Third-party Connect: Option to initiate Call Transfer or Conference facility, this will provide 2 options.
i)Agent Specific – This allows the agent to define the number where the call needs to be transferred.
ii) Third Party Specific:- Pre-Defined number which will not allow the agents to change the number.
Screen Capture Details Screen Capture: Allows to perform screen recording on the activities done by Agent desktop, ideally used for functionality to validate the information provided by Customer on call and if the agent has entered the correct information.
Screen Recording File Template: File Definition names on the file names have to be stored.
Screen Capture Template ID: Screen capture template details such as screen size, and screen recording quality.
Voice Storage Priority Jodo Cloud allows to define multiple storage servers for any process which will not affect the recordings even if the disk space gets full. This will display the multiple storage servers associated with the process and allows to define the threshold based on which it will switch to a secondary storage server or generate an alert to the system administrator. In case the disk space reaches below the threshold the system will not allow initiating outgoing calls.
Screen Storage Priority Jodo Cloud allows to define of multiple storage servers for any process which will not affect the recordings even if the disk space gets full. This will display the multiple storage servers associated with the process and allows to define the threshold based on which it will switch to a secondary storage server or generate an alert to the system administrator.

Configure Business Process Permission Details

Process permission details enable permission for the processes.
The process will be assigned permissions like Manual calling, Call Transfer, Hold-Unhold rights etc.

Field Description
Permission It allows assigning different rights for the process of dialing logic. Note:- if this option is checked by default it selects all the Permission which are listed below. Enable the options based on the requirement of the process.
Allow Manual It will allow agents to make manual calls.
Allow Preview This allows agents to perform Preview Dialling.
Allow Transfer This allows agents to transfer calls to pre-defined numbers, agents, or to Payment gateway servers.
Allow End Call This allows agents to disconnect the calls if the customer does not disconnect.
Allow hold-unhold Agents are allowed to hold/un-hold the calls while speaking to customers.
Allow Modify Client Number Agents can change the original number if the customer is calling from a different number and wants to update his original number in the database.
Allow Add CB New Number Agents can change the number if a customer request to dial a different number when a call-back has to be initiated.

Configure Telecom Channels and Allocation Details

Telephony channels are associated with the process through the Channel Allocation Details window
Line Type and Trunk Group is be mapped here

Field Description
Agent Line Maximum Channels are associated to initiate calls to the agents.
Customer Line Maximum Channels define to be utilized for external customer calls.
External/Conference Line This option allows to define of Maximum channels to be allocated from the trunk group for performing External conference calls.
Internal /Conference Line Maximum channels allocated which can be utilized to initiate Conference for the process.
Supervisor Line Maximum channels allocated for Supervisors to initiate barge-in
Team Leader Line Channel Allocation for Team Leaders to barge in or Audit the calls.

Configure Outbound Dialing voice processes

Voice-out details are for outbound call processes that will be made from the system.
In the Process – Voice out details window Call back mode can be defined with a number of tries, IVR templates can be set, and Abandon Ratio can be set with CLID Number.
This window helps to set priority for the contact details on which the calls are been made. Eg: Home Number, Mobile Number, Personal Number, Office Number etc.

 

 

Field Description
Call-back Exception Time It allows for the definition of call-back exception time. In the case where call-back time is set and the agent is not available during this duration, the system will wait for the time defined in the call-back exception and post this time will move the calls to Exception which can be viewed by the Team Leader/Supervisor.
For Eg:-If Mr. John has set a call-back at 5:30 PM and the exception time is defined 2 hours if John is not available or logged in at 5:30 pm till the exception time, the call-back entry will move to Exception.
Call-back Mode Maximum Channels define to be utilized for external customer calls.
Call Transfer Type This option allows to define Maximum channels to be allocated from the trunk group for performing External conference calls.
Max No of call-back Maximum channels allocated which can be utilized to initiate Conference for the process.
Number of Tries Maximum channels allocated for Supervisors to initiate barge-in.
Pacing Ratio(in Decimal) Channel Allocation for Team Leaders to barge-in or Audit the calls.
IVR Template Maximum channels allocated for Supervisors to initiate barge-in.
Hold Music Maximum channels allocated for Supervisors to initiate barge-in.
Abandon Rate(in %) The threshold is defined for the Abandoned rate, based on which the system will generate alerts to the supervisor if the process reaches the threshold.
Dialling Timeout(in sec) Time definition to disconnect the call if the number is not connected to the customer, ideally, Service providers disconnect the calls in 45-60 seconds, if the process requires more dial-outs the time can be set to 15-30 secs which will increase the number of dial-outs.
Call-back Auto Reset -Specific to General This option allows resetting all specific call-backs to general call-backs after a specific time.
Eg. All specific call-backs can be reset to General call-back after 24 hours this will dial the callbacks for any agent and will not be for specific agents.
Least Cost Routing This feature allows defining the routing of calls based on different logic through different service providers.
Eg . ACS has different service provider lines connected, all STD calls should be routed through a specific provider as the STD rates are low, and specific numbers to be dialed through a specific service provider as it has free minutes associated.
Feedback IVR Enable the option to set Feedback IVR for the process. This is used to capture Agent feedback about the service and call post-call with the customer.
Feedback IVR Template Define the Feedback IVR which has the options for capturing the information about the process or Agents Service information.
CLID-Selection Method CLI which has to be displayed on the Customer number when outgoing numbers are dialed.
Business Logic:
Random – This will pick up numbers randomly from the DID range associated with PRI
Sequential – It will display the CLID in sequential order of DIDs associated with the PRI
CLID- No Numbers that are listed in the drop-down based on the DID range
Contact Priority Numbers associated with a customer for Out-dialling, Jodo Cloud allows importing 5 contact numbers for each customer, based on the business logic the priority can be defined on any of the contact numbers imported
Eg. On a holiday customers may not pick up Mobile numbers and priority can be set to a Home number which will increase the contact-ability
Home Number
Mobile Number
Personal Number
Office Number

Voice Inbound Details

Process Voice In details are used to configure the inbound calls to the system
This window allows to map IVRs for inbound calls, it also allows DNIS number mapping and Feedback IVR Template Mapping for collecting customer feedback.

Field Description
IVR Template Associate the IVR Generated using Avhan Call Flow Designer.
Hold Music Music which can be associated to the process when a customer is kept on hold,this can be different for each process.
Show IVR selected Menu on Call Transfer Selecting this option will pop-up a window on Agents Screen for the Menu options customer has navigated.
Feedback IVR Enable the option to set Feedback IVR for the process. This is used to capture Agent feedback about the service and call post call with the customer.
Feedback IVR Template Define the Feedback IVR which has the options for capturing the information about the process or Agents Service information.
Abandon Rate Define the threshold of Abandoned % to calculate the service Level.
Max incoming calls Restrict the number of calls, this feature is used if the no of agents are less in a campaign and traffic is too high, restricting the max incoming calls will not have calls landing on the system and will give a busy tone to customers.
DNIS No Associate the DNIS numbers for the process on which the calls will be landing and which will be dialled by customers.
Queue This is the association of different options defined in the IVR and associating it to the process enabling to allow call transfer for the process.

Disposition Details

Disposition Details window is used to map dispositions for associated processes.
These dispositions are further used as reason for saving the calls in the database.
Disposition Templates are created in the Template module and are further mapped to the process through Process – Disposition Details window.
Further, Email and SMS templates can be mapped to these dispositions so that once that disposition is saved, email and SMS gets triggered to the data available in the CRM/DB.

Field Description
Disposition Details This lists the dispositions which are set to the process and allows to set Email/SMS templates to the dispositions, based on which the Email/SMS will be triggered automatically when agent selects a particular disposition.

Jodo Virtual Business Room

Jodo Virtual Business Room(VBR) is an effective tool for giving product demo to the customer in real time. It allows an agent to set up an instant/scheduled meeting between customer and an expert sales executive/retailor.

To create a meeting, the agent uses the add meeting button and fills the details of the meeting like meeting name, meeting type, attendee list and meeting duration. The agent has the choice of starting a quick or schedule meeting type as per requirement. The agent can share the meeting link using various social media applications. 

Scheduled and completed meetings can be seen under today’s, and upcoming tab. Custom dates can be selected using custom range tab. Calendar can be also used to schedule the meeting. Once the meeting is scheduled agent can start the meeting using the join button. 

The user can join the meeting using the link received on their respective mail and social media accounts. Validation only happens using the email address present in the attendee list.

All meetings are recorded by default. However the agent has the option to pause/stop the recording if required. Recording playbacks are available in the completed meeting section. Jodo meet also provide the screen and document sharing functionality. 

All participants can start their videos. If any participant has joined from the mobile they have the option to choose the front or back camera to give effective product demos.

To have better visuals user can maximize the video screen by using the maximize button.

Dashboard provides the statistics summary of agents meeting activity. 

Comprehensive Historical Reports can be extracted for data analysis and future reference.

Creating Business Processes (Campaigns) in Jodo

Jodo allows you to define and manage multiple Processes / Campaigns for multiple business functions.

You will find an explanation of how users can create multiple processes in their business activities.

Jodo allows users to create single or multiple communication-enabled business processes and deploy them across single or multi-location teams worldwide.

 

Field Description
Organization Select the name of an organization that is created and to which the new process should be mapped. To create a new organisation please look up Organisation
Process Name Please name your Process / Campaign (the name of a process has to be unique and easily identifiable to users and supervisors)
Process Description Please provide a short description of your business process.
From Date Please enter the start date for the business process / campaign
To Date Please state the last date for business process operation. Please note that until this date users will be able to access and operate this business process. 
Stage

Jodo process creation activity is assigned multiple stages from the time you create a process, test a process and start activities to the end/stop date of the business activity. The different stages (7) that can be assigned in the process/campaign creation are :

1. Configure >> 2. Test >> 3. Start >> 4. Pause >> 5. Restart >> 6. Abandon (Delete) >> 7. Close.

Each stage in process creation has defined features/rights, users are not allowed to modify a process in certain stages as part of the in-built Jodo security – user rights management feature

e.g. If any users are logged in to a process, the rights to modify a process definition are not available.
Users are not allowed to modify any process configuration while the process is in Start stage, to modify the process configuration in this stage, the System administrator needs to change the stage of the process into Configure.

Configure: In this stage users with process creation rights are allowed to modify the parameters/values for the creation/definition of the campaign (process).
On completion of the process configuration, users can move the process stage to ‘Start’ or ‘Test’ mode.

Test: Before moving a process to live operations, in this stage, users can test a defined process with limited users and dummy data to verify all settings are as per the business definitions.
This is the UAT (final) stage of campaign (process) creation to check the business logic defined for the process.
If there are any problems identified in this stage then users can move back to the Configuration stage and reconfigure the process or they can move the process to the Started stage for Live operations.

Started: – This is the Live operations stage, the defined process is Live for the assigned teams, media, and business logic/actions defined.

Users cannot make any process configuration changes at this stage. To make any process changes, all users have to be logged off from the process, then change the stage to Closed, then select Restart stage, and then choose Configuration stage. After making the changes, users can either Start or Test the process as per their business SOP.

Closed: (Stop):  This stage is to end or inactivate a campaign/process. When you select this stage, users cannot access or view the closed process and the process operations are closed.

Closed processes can be Restarted by users with rights to restart.

Restart:  In this stage, the campaign/process can be activated for live operations and users are allowed to execute process operations.

from the Restart stage, users are allowed to move the process to the Configuration, Testing, and Started stage.

Paused:- In this stage, live processes can be made temporarily Inactivated / Suspended (users will not be allowed to execute the process.)
from the Paused stage, users are allowed to move the process to the Restart, Closed, Abandoned stages.

Abandoned – This means the Process is stopped or closed and all process information is deleted / made inaccessible to all users.
Agent Threshold Time Template Agents Threshold Definition for the different status when the agent is logged in.
Disposition Template We have to select the proper Disposition Template which is made for the process and to is mapped to the process.
Escalation Template Escalation Template definition.
After Call Save Auto Available Selecting this option will change the status of agent to Available after call ends instead of agent changing his status manually to available state, this  function reflects on the agents Jodo Toolbar.
QA Review Template Definitions of Quality Team Revive parameters which are mapped to the process.
Media Jodo have different media features. This have option of selecting different media to a process  and a process can be associated to different media. Hence, agents have the functionality to answer calls for different media. You can Select the media’s which have to be associated to the process.

 

Add User Information

This functionality allows us to create new users.

Field Description
User Name Allows to associate name to the user. This will be the identity of the user
Login ID This field creates a log in for the user. User will be able to access the system using the Login ID
Security Question This allows associating a security question and answering for the user. This keeps a security check for the added user-type
User Type User Type defines the Type of user like Administrator, User, Supervisor
Status Enabling this option enables the user to stay active for the process. If user is not enabled in the system, he/she won’t be able to access the system
Media Different types of media like chat, email, sms, and voice can be associated to the user. User will be allowed to use the associated media through the system
Next Saves the details and directs to the next page

Deployment Architecture - Private

Session Management

Session is name given to the automatically created Time period in which the data is imported in Data management module.
Session Management screen displays list of created sessions and allows user to edit.
Every Session is created while importing data into data management module. session has it’s Session name, Import Date, Priority
and Media associated to it.
Search functionality allows us to search Sessions with various search parameters like Organization, Process Status, Process name, Media,
Status of a Session and Date range selector.

Field Description
Organization Organization is basically creation of a Tenant and for security purpose which will allow to have different organizations created and process created under organizations and not available to different organizations. It list down all organizations name which are created in Organization tab. Based on selection of organization it will display the process name which are mapped to a particular organization
Process Status This allows to view the process based on its state, Processes have 3 different states All, Current, Past and Future. All:- This Option will display all the Processes created under a organization
Current:- It will list the Processes which are currently active
Past:- This will display the Processes which are inactive and less than current date
Future:- This will display the process which are created but not currently running and created for future dates
Process This is option of the process name in which the processes will appear after selecting an organization.
Media Media is a definition of different modules available in JODO Cloud, the different media available are Voice-IN, Voice-Out, Email and CHAT, It provided search criteria on Media which are associated to the Processes.For Eg:- if Voice -in and Voice -out Media is associated to a Process it will display all the Processes which are associated with this media
Session This is the option of Session status such as Active/Inactive.
Date Sessions can be viewed by selecting the Date Range
Search Search button allows us to search processes based on the filter criteria define with the available filter options.
Apply Apply button allows us to apply the selected options in filter.

Email Workflow Templates

Jodo will let you create, manage and select multiple customized templates to send as per required email actions in the business workflows.

On creation of a defined email workflow,

The email workflows can also automatically pick up data from mapped databases before the email is sent to customers

Data retention period and recoding retention period in days can also be set in Workflow templates

Field Description
Active Selecting the Active option will display all the active Email workflow templates available to be applied in business campaigns/processes.
Inactive Selecting the Inactive option will display all the inactive Email workflow templates, based on the campaign/process requirements, inactive processes can be made Active.
All Selecting All will display all the configured Email workflow templates in the system
Add Click on the Add button to create a new Email workflow templates and to add new email workflow templates in the Jodo system.
Workflow Template Name Workflow Templates Name shows the list of configured workflow templates by their name
View Clicking View will show the content / settings of the email workflow templates
Edit Clicking Edit will edit the existing template. Content of the email can be edited using edit option
Save As Save As option allows duplication of the existing workflow templates. Duplication of workflow template saves time while creating a new campaign or creating new workflow templates
View Campaign View Campaign displays the campaigns to which the Email workflow template is associated. This helps to figure the allocation of templates to map it to new campaigns/business processes
View Organization This allows users to view the organizations or campaigns/processes associated with a particular workflow template. Users can associate or dissociate any organization too from a particular workflow template
Delete Delete option allows deleting the email workflow templates from the workflow templates list

 

Organisation

This functionality allows modular architecture and gives flexibility to run multiple processes for different organizations simultaneously
Organizations can have Parent organizations and child organizations
It is necessary to create an organization before creating a process

FieldDescription
AddAllows to add a new organization
Organization NameShows the name of the organization
Parent OrganizationName of the parent organization
CityDisplays the name of city
EditAllows to edit the configured organization
GroupName of the group
View ProcessAllows to view the process to which the organization is mapped
View TemplateThis allows the user to view the templates associated to the particular organisation
DeleteAllows to delete the configured organization

Dialler function

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How to setup outbound process

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OLM and Dashboard video

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Report

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VPN Based usage and advantage video

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Add New Role

Field Description
Role Name Allows to add name to the defined role.
Group Select the Groups to associate with the role
Next Saves the details and directs to the next page.

HA Architecture - if one Database node fails

jodoLink Brochure

Please download the jodoLink Brochure 

How to create a group

Customer History

Data Management

Detailed view of Online business users / teams

Online Business User Information displays all user information that is actively executing business processes in the business (In Contact Centers, these could be agents operating on the floor.)
The user’s information can be extracted based on campaigns, Queue selection, user teams, and on the basis of online user status.

FieldDescription
Data Display TemplateData Display Template allows to select the data display type for the information to be viewed.
ProcessAvailable process can be selected from the process drop down – this is the process for which the information needs to be viewed.
QueueQueue drop down allows to select the queue for which the information needs to be displayed.
StatusQueue drop down allows to select the queue for which the information needs to be displayed.
Extension*(Note * indicates mandatory field)Agent Information can be filtered using Agent Extension numbers.
GroupAgent Information for a particular group can be viewed by selecting particular group name from the group drop down option.
Message / Send MessageMessage tab allows to type text for sending message to selected agent. Clicking on Send button will sent the typed message to the agent.
Barge In TypesBarge In Type allows to barge in the call, Types of barge in allowed by the system are – Silent,Coaching and Conference.
Silent/ Coaching/ ConferenceSilent: Supervisor can here the conversation of agent and customer without both the parties knowing about it. Coaching:Supervisor and Agent will be able to talk to each other without customer knowing about it. Conference:Supervisor, Agent and Customer will be allowed to talk using Conference Barge in option.
Start Barge In/Lazy AgentsSelecting the type of barge in and clicking on Start Barge In option will initiate the type of barge selected by the supervisor.

Generate reports

Generate Reports helps the Agent to fetch all types of reports in the report module.

login page

Once the user has logged in to the business app, they will see the Toolbar widget. The user should now log in to Jodo using their log-in credentials to start using telephony features like click to dial, conference, etc.

Push Data

Purpose:

This function is used to push customer data to Jodo Application.
If Media is voice & contact Number is valid, data push for dialing.

Pre-requisite for TTS
Status :: 10500 → After TTS covert, status changed to 1001
TTS web hook need to map with Process + Data Import event
TTS Web Hook :: Commercial service and need separate subscription.

Use Cases:

⦁ Initiate and handle customer call from CRM / Business Application screen:

Start Call in Jodo Platform for specific contact data on click (or as a background trigger) by CRM / Business application.
This can also be used in case of Click-to-call campaigns across multiple media.

⦁ Incoming calls screen-pop as response to multi-media campaigns from external platforms (mostly useful in Marketing Automation driven SMS / Email Marketing Campaigns)

External platform can use API to send customer data into Jodo Call guide before scheduled campaign time and agents will get a screen pop-up in Jodo Call Guide.

⦁ Make Multi-lingual calls using Automated voice (Engineered voice) via Text to Speech Engine

(Jodo Messenger Dialer integrated with Cloud TTS Service. E.g., Google / Amazon etc.)

  • In this case Jodo receives Customer First Name & Last Name via Push API in real-time.
  • Jodo pushes data to target TTS Engine API. (User defined in configuration)
  • After TTS API response received, Jodo dials contact number passed in request and start interactive message flow at scheduled time.

User Input Parameters:

NodeM/OData type sizeValueDescription
MethodMTextImportProcessDataUnique Command for JSON Request. (This method value cannot be changed)
apikeyMTexttest_orgUnique key mapped to an organisation. (API key will change according to client organisation)
servicekeyMTextVoiceProcessUnique key mapped to the voice media process. (Service key will change according to client process)
MediaMText11Media for the received data. (e.g., 1=Email In (Incoming / received email) 2=Email Out (Outgoing / Sent email) 3=SMS In (Incoming / received SMS) 4=SMS Out (Outgoing / Sent SMS) 8=Chat (Website / messenger Chat conversation) 11=Voice In (Incoming / received Voice Call / session) 12=Voice Out (outgoing / Sent Voice call / session) 21=Social Media – Twitter channel 22=Social Media -Facebook channel 31=Video Refer table below for Media Information values
DataMText[ { “leadnumber”:”1″ “name”:”Ram” “mobilenumber”:”1234567890″ “emailid”:”v@avhan.com” “callDateTime”:”2018-06-20 09:07:00″ “calltype”:”71″ “dateofleadcreation”:”2012-02-22″ “timeofleadcreation”:”12:00:00″ “extrafield1″:”1” “extrafield2″:”2” “extrafield3″:”3” }, { “leadnumber”:”2″ “name”:”abc” “mobilenumber”:”1234567891″ “emailid”:”v1@avhan.com” “callDateTime”:”2018-06-20 09:07:00″ “calltype”:”41″ “dateofleadcreation”:”2012-02-22″ “timeofleadcreation”:”12:00:00″ “extrafield1″:”11” “extrafield2″:”21” “extrafield3″:”31” } ]Customer data in JSON Array (Needs mobile number, name, email ID).
updateparamMTextMobilenumber / customercode / crmuniquefieldThe parameter used for data check to update and insert data. (like Mobile number or Customer code or CRM unique field)
reqdatetimeMText2018-11-12 14:00:05Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
CallDateTimeO2018-11-12 14:00:05Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
CalltypeO5Refer table below for call type values
userloginOtest@avha.comValid login ID that exists in Jodo Platform

Multiple trunks handle prefix for domestic and international calling differently and based on the Trunks used in your operations you will need to standardise the data in your applications with the appropriate prefix.
e.g., GSM trunks / Gateways can process + for international dialing as a prefix while TELCO trunks need you to assign 00 as prefix for international dialing. Similarly domestic dialing code prefix may be different in parts of the world.

Developer should replace + with dialing prefix based on trunk configuration

Output Parameters:

NodeValueDescription
methodReallocatedataUnique Command for JSON Response
resdatetime2018-11-12 14:00:05Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
status001Refer the status parameter table
statusdescsuccessstatus parameter description

Return Value:
This API returns one of responses listed below in JSON format.

Request with updateparam mobilenumber:

				
					{
"method":"ImportProcessData",
"reqdatetime":"2018-11-12 14:00:05",
"servicekey":"VoiceProcess",
"apikey":"test_org",
"media":"11",
"updateparam":"mobilenumber",
"data"
[

{ "fname":"suvarna", "lname":"gadakh",
"mobilenumber":"00918452892308",
"extra_params":"xyz",
"call_type":"5"},
{ "fname":"suvarna", "lname":"gadakh",
"mobilenumber":"00918452892308",
"extra_params":"xyz",
"call_type":"5"}

]
}

Request with updateparam  customercode:

				
					{
"method":"ImportProcessData",
"reqdatetime":"2018-11-12 14:00:05",
"servicekey":"process1",
"apikey":"MsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=",
"media":"11",
"updateparam":"customercode",
"data"
[
{
"leadnumber":"1"
"customercode":"1"
"name":"Ram",
"mobilenumber":"1234567890"
"emailid":"v@avhan.com"
},
{
"leadnumber":"2"
"customercode":"2"
"name":"abc"
"mobilenumber":"1234567891"
"emailid":"v1@avhan.com"
}
]
}

Request with updateparam crmuniquefield:

				
					{
"method":"ImportProcessData",
"reqdatetime":"2018-11-12 14:00:05",
"servicekey":"process1",
"apikey":"MsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=",
"media":"11",
"updateparam":"crmuniquefield",
"data"
[
{
"leadnumber":"1",
"customercode":"1",
"name":"Ram",
"mobilenumber":"1234567890",
"emailid":"v@avhan.com",
"callDateTime":"2018-06-20 09:07:00",
"calltype":"71",

},
{
"leadnumber":"2",
"customercode":"2",
"name":"abc",
"mobilenumber":"1234567891",
"emailid":"v1@avhan.com",
"callDateTime":"2018-06-20 09:07:00",
"calltype":"41",

}
]
}

ImportProcessData JSON Response

				
					{
"method":"ImportProcessData",
"resdatetime":"2018-11-12 14:00:05",
"statuscode":"001",
"statusdesc":"success"
}

ImportProcessData JSON Fail Response

				
					{
"method":”ImportProcessData”,
"revisionno":"1",
"status":5,
"statusdesc":"fail",
"resdatetime":"2018-11-12 14:00:05"
}

Status Code Information

StatusStatus Description
01Success
14Customer data not found
15Date range not proper
16Invalid To Date format
17Invalid Media
18Media Not found
19Media Found blank
24Update Parameter not found
25Update Parameter blank
26Invalid Update Parameter

CALL Type Code Information

Call TypeCall Type Description
5Hot Lead
21Callback Call
31Preview Callback Call
41General call back
71Preview Call
1001Fresh Call

Media type:

Media IdMedia Information
1Email In
2Email Out
3SMS In
4SMS Out
8Chat
11Voice In
12Voice Out
21Social-Twitter
22Social-Facebook
31Video

Web Based D2C Communications from Websites

Technical details for user connectivity and devices

1.Internet Network Bandwidth Specification:

#

Medium

Minimum
bandwidth required

(per
user/session)

1.

Voice

88 Kbps

2.

CRM & general data

30 Kbps

2.User Device Specification

User-device-specificatins
  
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Starting Jodo Chat

Click on the chat icon to start a chat conversation with your contact
Clicking on the chat icon will open a chat window.
Type in the chat bar and start your conversation with a business user from Anywhere in the world.

Jodo C3 media Traffic

Media traffic on the toolbar shows all the communication handled by the agent for the selected date range.

In the media traffic, the Agent can play back the recording of all the conversations handled, chat transcript, CRM fields, and logs of all the actions like screen share, doc push, etc performed on the call.

If call-back form tab is not visible to you..

The call-back form is configured via Jodo Services. Click on the ‘Configure Other’ to access the call-back form (if the call-back form is yet not available to you then go to the advance setting).

Complete Agent Summary

Jodo QA offers the Agent’s complete call data.

It displays information about the discussion, documents, locations shared, call transfer details, and many other things.

The recording can also be downloaded by the supervisor using the download button.

Jodo Toolbar Welcome page

This is the page post successful login.

This welcome page also provides you access to extensive documentation to use JodoLink via the buttons provided below namely Quickstart, FAQs & Troubleshooting, and User Guide.

 

Cloud Digital Workplace Technology Framework

Click here for more information

Create new import

Click on the new import to create new import file.

Screen Sharing

If you would like to share your screen with the live Agent click on the Screen-share button in the chat window. 
Clicking on the ‘Screen-share’ button opens a tab as shown in the picture here. 
 
The user has the option to share the entire screen, a window, or the browser tab. 
 
Click on the same button to end the screen share. 

Online Status

The Jodo Dashboard allows you to change the status of the counselor. If the counselor has been in the break state for an extended period of time, the supervisor has the authority to change the status and return him to the ready condition.

Steps to Add Jodo in Web Apps

To include Jodo World Toolbar Widget in CRM / Business Application, following java script should be added at end of project.

 It is essential to not refresh page. If page is reloaded, it will reload widget and agent will be logged out. It is recommended to follow IFRAME approach for CRM / Business Application so entire page is not reloaded.

				
					<script type="text/javascript" src="https://serverip:portnumber/toolbarwidget/js/jodocloudtoolbar.js"></script>
<script type="text/javascript" src="https://serverip:portnumber/toolbarwidget/js/HandleCRMRequest.js"></script>
<script type="text/javascript" src="js/CRM.js"></script>

Login

Logout

Dispose Call

Make Phone Call

End Call

Hold Call

Unhold Call

Change Status

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Login

 Description:

This method is used to login into Jodo World. CRM / Business Application can invoke this method with user name & password. When logged in successfully, CRM / Business Application can receive events and invoke methods. Jodo World does not honor any requests till Login() method is invoked.

 
 
				
					var loginrequest = {
	"Login_ID": StrLogin,
	"Password": Strpasswd
};
sendLoginParameters(loginrequest);

Logout

Parameters:

None

Description:

This method is used to logout from Jodo World. User must be logged in to Jodo World before invoking this API. After successful logout, Jodo World Widget stops sending events and processing requests.

				
					var logoutrequest = {
	“reason”: 10
};
Logout (logoutrequest);

Dispose Call

Purpose:

This method is used to dispose interaction (call). Once Disposition is saved, user can receive / initiate next interaction. Jodo World User must be in Wrap-Up / AUX state to invoke this method. Method fails if user is in different status.

Jodo World processes request and return result as per parameter value. If call is disposed successfully on Jodo World end, Jodo World sends available / ready status if configured for auto available or remain in same status when auto ready / auto available is disabled.

Input Parameters:

Sr No.ParameterDescriptionData TypeExample
1dispoMasterIdDisposition Master valueint6
2dispoReasonIdDisposition reason valueint12
3dispomatertextHuman readable value of DispositionStringNot Interested
4disporeasontextHuman readable value of ReasonStringCall after 3 months
5callbackDateSelected date for only Call back and Sale / Lead call type status Date Format yyyy-MM-dd HH:mm:ss 2013-11-10 23:10:10 dd-MMM-yyyy HH:mm:ss 10-NOV-13 23:10:10Date31/03/12 01:08
6CallbackContactNoCallback Contact Number for call back status.String09878564321
7nAuditCodeAudit Flag – identified if interaction needs to be auditedNumber
8remarktextRemarks to be savedStringRemarks about interaction

Sample Request

 
				
					var saverequest = {
	“dispoMasterId”: 10,
	“dispoReasonId”:5,
	“dispomatertext”:”Not Interested”,
	“disporeasontext”:”Call after 3 months”,
	“CallbackContactNo”:”0987xxxx545”,
	“callbackDate”:”10-Dec-2016 11:00:15”,
	“nAuditCode”:0,
	“remarktest”:”Recently purchased product”
}
DisposeCall (saverequest);

Response is communicated in event handler

CommandDescription
callsavesuccessCall data is saved successfully
callsavefailedFailed to save data

Make Phone Call

Purpose:

This method is used to initiate phone call directly from CRM / Business Application.

CRM / Business Application has to send following parameters to dial a call

Sr. No.ParameterDescriptionData TypeExample
1phoneNoPhone number to be dailedText0676779289
2processldJodo World Process Identifierint12

Sample Request

 
				
					var request = {
	“phone_no”:”875485485345”,
	“processid”:10
}
MakePhoneCall (request);

End Call

Purpose: This method is used to end active call. It can be invoked any time when call is in progress or active / connected

EndCall();

Response is communicated in event handler

CommandDescription
EndCallCall is terminated successfully
EndCallFailedFailed end data

Hold Call

Purpose:

This method is used to put active call on hold.

HoldCall();

Response is communicated in event handler

CommandDescription
holdsuccessCall is placed on hold
holdfailedFailed to place call on hold

Unhold Call

Purpose: This method is used to unhold call, which was kept on hold previously.

Sample Request:

UnholdCall();

Response is communicated in event handler

CommandDescription
unholdsuccessCAll is unhold from hold successfully
unholdfailedFailed to unhold call

Change Status

Purpose:

This method to change status / mode of logged in user. We need to pass status code as parameter.

Parameters:

Sr No.ParameterDescriptionData TypeExample
1NstatusStatus Codeint12

Request

				
					var newstatus = {
	“status”;1
}

Agent Status Codes

Status CodeDescription
1Available/ Ready
11Not Available / Not Ready
12User defined code 1
13User defined code 2

Response is communicated in event handler

astatusDescription
astatusIndicate Change in Agent Status
MessageIndicate actual status Available NotAvailable Talking Dialing preview calltransfer

Logout

Parameters:

None

Description:

This method is used to logout from Jodo World. User must be logged in to Jodo World before invoking this API. After successful logout, Jodo World Widget stops sending events and processing requests.

				
					var logoutrequest = {
	“reason”: 10
};
Logout (logoutrequest);

Jodo Toolbar - Dashboard

Jodo toolbar dashboard is a graphical summary of your status and the calls handled during the day. The call count takes into account the media in which the call was handled.

jodoLink transform emails

To add jodoLink in your email signature simply select your name, right-click and choose Hyperlink. Add your jodoLink in the web address field and click on OK.

Note:- The procedure may vary depending on the email clients

 

New user registration

You are entitled to a 7 days free trial and your subscription will begin at the end of the free trial.

Please enter your payment details and click on the start trial.

Email signature

Transfer your email marketing – Turn every email into a live conversation with jodoLinks.

Watch the video to know more 

Step 1:- jodo Link TRANSFORMS Email Marketing – Emails with jodo Link start LIVE Calls and video connections between customers globally and business employees

Step 2:- Use Jodo Link in any email marketing platform and start Jodo DIGITAL communications. 

Step 3:-Simply Add jodoLink in email campaigns, email recipients can now talk directly with you from INSIDE your email, without any phones or telecom equipment

Step 4:- ADD Jodolink in your email signature or add it to email content or graphic images and start doing business directly across the world.

Step 5:- Jodo Digital communications can be initiated from any device. There are no Toll-Free or long distance costs in global business operations

Step 6:-Clicking on a jodo Link URL opens a jodo Link webpage page automatically. Each jodo link is unique and opens a subscriber’s page. 

Step 7:- Jodolink webpage allows customers to start a voice call, video call, or a chat securely with the subscriber business and supports share screens + document sharing functionality for D2C business operations

Step 8:- With jodo, you can start a LIVE video call to create highly personalized business relationships.

Logging into the Jodo Toolbar

logging into jodo toolbar

Toolbar URL has been shared with you on Email

Step 1: Enter your login credentials

Step 2: Enter the Captcha value

Step 3: Select your Language

Step 4: Click on Login Button

Exsisting Reports

Existing Reports contain all generated reports organized by date range. The Supervisor can access all historical data via reports in the existing report module.

Add Quick responsive template

Current Status

Purpose:

Used to obtain real-time status of Jodo users.
Also, used to allocate data after check user status.

Use Case:

This API is used by CRM / Business Application to get real-time status of Jodo user.
It should be called before call disposition API.
Based on status, CRM / Business Application can take next action – push new data for processing / calling.

User Input Parameters:

NodeM/OData type sizeValueDescription
methodMTextuserStatusUnique Command for JSON Request. (This method value cannot be changed)
apikeyMTexttest_orgUnique key assigned to an organisation. (API key will change per client organisation)
servicekeyMTextVoiceProcessUnique key map to the process. (This service key will change per client process)
loginidsMText[“rupesh.v@avhan.com”,”t est@avhan.com”],Jodo user login id
reqdatetimeMDateTime2018-11-12 14:00:05Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)

Output Parameters:

NodeValueDescription
methoduserStatusUnique Command for JSON Response
resdatetime2018-11-12 14:00:05Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
status001Refer the status parameter table
statusdescsuccessstatus parameter description
StatusdataJSON Array“currentstatus”:5,”currentstatusdesc”:”Talking”,”statusdesc”:”Succ ess”,”login”:”user8″,”status”:3
currentstatus55 1, 5, 2, 7
currentstatusdescTalkingAvailable, Talking, Manual, Wrap-up
duration10Duration in current status in seconds.

Return Value:

This API returns in one format I.e. JSON format.

JSON Request

				
					{
 "method":"userStatus",
 "apikey":"test_org",
 "servicekey":"VoiceProcess",
 "loginids":["rupesh.v@avhan.com","user10"],
"reqdatetime": "2017-11-20 10:00:05"
}

JSON Response

				
					{ "statusdata":[
{"duration":100,"currentstatus":1,
"currentstatusdesc":"Ready",
"statuschangetime":"07-Mar-19 11:59:59 PM", "login":"user1","statusdesc":"Success","status":3}
{"duration":11,"currentstatus":11,
"currentstatusdesc":"System Sent NA",
"statuschangetime":"07-Mar-19 11:59:59 PM", "login":"user10","statusdesc":"Success","status":3}
],
 "method":"userStatus",
 "timestamp":"2019-03-08 11:53:02"
 }

User Status Code Information

StatusStatus Description
1Ready
2Manual Call
3Preview Call
4ACD
5Talking
6Hold
7Wrapup
8Dialing
9Live Session
10Transfer

Jodo Virtual Business Rooms Introductory Video

Jodo Virtual Business Rooms (VBR) is an effective tool to give live product demos and convert customer inquiries to real-time sales. Jodo VBR allows an agent to set up a meeting between a customer and an expert Sales Associate. The meeting is set up from the Jodo meet option. You have the option to switch the camera of your phone for effective product demonstrations. 

Jodo C3 Agent Status

Agent status shows the availability of the Agent.

When the Status is in Ready mode it shows that the Agent is ready to start the conversation.

There are many options like Tea Break, Lunch Break, Meeting, etc to represent the Agent’s present status. 

 

Screen sharing

Participants can share screen to show documents/product manuals using the screen share button.

Change Status

Cloud makes business more mobile driven

 

Around 10 years ago almost every business resource was tied to an office in some way. The desktop workstation, desk phone, and paperwork were the mainstay of an Enterprise with rows of pods, cubicles, and work zones defining the office layout. The printers in the print room – the insufferably hot server room, the copier by the water cooler – businesses catered for every aspect. But then things started to change; networks became more robust, more capable – and much faster – data storage services began to appear in the Cloud – VoIP and SIP made their debut across many platforms – and devices became smaller as the transition to a digital service world became more widespread. Not only that – but the needs of the workforce changed, too – BYOD (bring your own device), laptops, tablets, smartphones, remote working – working from home… a whole new world.

The majority of this seismic shift in business operations has been driven by the widespread availability – and the affordability – of cloud services. Storage and software services (SaaS) and whole platforms and solutions for HR, ERP, or CRM (PaaS/IaaS) have replaced the need for those cumbersome – and expensive – on-site server rooms and server farms. With more memory and capacity than ever before, smart devices and smartphones have given a workforce the freedom to be anywhere – and do any of the things they used to be tied down at the office with.

Today, the availability – and diversity – of Cloud services have expanded exponentially. Catering for web-, mobile-, app- and device-based systems, the Cloud provides a new global backbone for a mobile business enterprise workforce. Gone are the server rooms and legacy mainframes, the standard office layouts, the need to physically “be” where you are needed – anywhere in the connected world. A workforce can be dynamically created and managed from any place, at any time, serving a business enterprise from a central hub, ensuring everyone is connected – and kept in the loop.

If this doesn’t sound like your organization… maybe it’s time to speak to us about mobilizing your workforce and making the Cloud work for you?!

 

Manage Business users (types)

User Creation

Add User Information

Create Password

Edit User Details

User Contacts

User Skill Associate

User Group Association

Bulk Data Request

Bulk User Request Status

Group Creation and Management

Add New Group

Edit Group

User Group Associate and Disassociate User

Associated Organization

View Associated Progress Information

Associated Roles

Preview Manual Permission

Articles

User Creation

Users can be created/added/deleted through user management option.
These users can be added individually as well as bulk add option is available as a tool in this system.
Once user is created, roles and rights are assigned to these users through this system.
urther these users are associated to different user groups and these groups are then associated to the process while process configuration.

Field Description
User Type User Type shows the drop down for different type of users like administrator,teamleader,user,supervisor etc. This allows select the type of users which needs to be added in the system
Status Shows the active and inactive status of the user
Bulk Add Allows adding bulk users in the field.Bulk Add option saves administrator’s time in order to add more than one user at a time in the system
Add Allows adding new user. Enables creating a new user login for the system
Date Users can be searched based on From Date and To Date
Search Allows to search the system based on available filters like user type, status, from date – to date etc.
Reset The User can change the password by clicking on reset button corresponding to a user.

Add User Information

This functionality allows us to create new users.

Field Description
User Name Allows to associate name to the user. This will be the identity of the user
Login ID This field creates a log in for the user. User will be able to access the system using the Login ID
Security Question This allows associating a security question and answering for the user. This keeps a security check for the added user-type
User Type User Type defines the Type of user like Administrator, User, Supervisor
Status Enabling this option enables the user to stay active for the process. If user is not enabled in the system, he/she won’t be able to access the system
Media Different types of media like chat, email, sms, and voice can be associated to the user. User will be allowed to use the associated media through the system
Next Saves the details and directs to the next page

Create Password

This functionality allows us to create new passwords for new users.

Field Description
User Name It displays the username created by the new user.
Login ID It displays login ID created by the new user.
New Password You can create the password you want.
* indicates that Password format should have at least one upper and lower case letter, special character & digit.
Next Saves the details and directs to the Edit User details page

Edit User Details

This functionality allows us allows to edit the personal details of the user

Field Description
Edit User Details Allows to associate name to the user. This will be the identity of the user
Next Saves the details and directs to the User Contacts Page

User Contacts

This functionality allows us allows to edit the contact details of the user

Field Description
Contact Type Various contacts like Email Id, Facebook Id, Skype Id can be associated to the user
Value Its the field with captures the Id of the user
Add This option allows adding the value and contact type to the User Contact list and associate it to the user
Next Saves the details and directs to the User Skill Associate Page

User Skill Associate

This functionality allows us to edit the user skill details of the user

Field Description
Skill Different type of skills can be associated to the user Eg. Language Skills, Product Skills
These skills are used for call distribution and routing through ACD
Skill Details Details of master skill are defined here – Language: English
Proficiency Proficiency can be defined of that user in order to rout the call to correct agent
Preferences for call routing can be decided in order to utilize the available resources effectively and efficiently
Add Saves the details to the user account
Next Saves the details and directs to the User Group Association Page

User Group Association

Select Non-Associated users and click on Associate to associate users to group Click on Finish

Field Description
Associate Users can be associated to the group
Finish Saves the page and directs to the main page
Add This option allows adding the value and contact type to the User Contact list and associate it to the user

Bulk Data Request

This functionality allows adding bulk users in the field.
Bulk Add option saves administrator’s time in order to add more than one user at a time in the system.

Field Description
File Select the file which is to be uploaded.
Column Delimiter You can select any delimiter from ‘,’ or ‘$’ or ‘.’ or ‘#’
Upload It will upload the selected file to the system

Bulk User Request Status

It shows the status of Bulk user added to the system.
It shows the details like Request time, File name, User Name, Status Description etc.

FieldDescription
DateBulk user request status can be viewed by selecting date range Eg. From Date and To Date
ShowThis will display the Request status based on the date range selected
SearchUser can enter the process name and search.
DisplayIt gives us the count of the list of processes associated to the group and also allows the user to choose the number of records to be displayed on the screen.
Request IDEvery request is assigned a unique request ID.
Request Date TimeIt shows the date and time of the request.
File NameIt shows the name of the file.
DelimiterIt shows the delimiter used for the file.
UsernameIt shows the name of the user associated with the file.
Process Date TimeIt shows the name of the user associated with the file.
Status DescriptionIt shows the name of the user associated with the file.
ImportedIt shows the name of the user associated with the file.
RejectedIt shows the name of the user associated with the file.
DownloadThe user can download the file and view it.

Group Creation and Management

Group is a set of users
These users are clubbed together based on the skills required for a particular process and later they are associated to the processes while process configuration

Field Description
Active Shows all the active Groups
Inactive Shows all the inactive Groups
All Shows all the configured Groups
Add Allows to Add a new group to the system
Search User can enter the Group name and search
Group Name It will List down all the created Groups.It acts as a searching Criteria
Parent User It shows us the parent user associated to the group.
View It shows us the user’s associated to particular group and the user type
Edit Allows to Edit the existing Group
User It shows us the user’s associated to particular group and the user type
View Process Allows to view the processes mapped
View Organization This allows the user to view the organizations associated to a particular group
Delete Allows to delete the configured Group.For Deleting the group,it is necessary to ensure that the group is not associated to any process.

Add New Group

This functionality allows us to create new groups.

Field Description
Group Name Allows us to Name the Group
Next Saves the Details and directs to the next page

Edit Group

It allows us edit the details of a particular group.

Field Description
Group Name It shows us the name of the group and allows us to change it.
Select parent user It shows us the name of the parent user and allows us to change it.
Active It shows us whether the group is active or not and allows us to change it.
Back It directs us to the group creation and management page.
Next Saves the details and directs to the associate and page

User Group Associate and Disassociate User

Users can be associated to a particular group and can be managed easily
This simplifies task when we want to allocate certain privileges, make changes to large number of users, we can implement for a group and they will be effective to all the users associated with that group
We can create group of Agents, TL’s, Supervisors, Quality Personal and allocate different rights and permissions to them easily.
Select Non-Associated users and click on Associate to associate users to group Click on Finish.

Field Description
User Type User Type shows the drop down for different type of users like administrator,teamleader,user,supervisor etc. This allows select the type of users which needs to be added in the system
Associate Allows to associate selected user to the group
Disassociate Disassociate the selected user from the group
Finish Saves the Details and directs to the main page

Associated Organization

t shows us the list of associated organizations to a particular group.

FieldDescription
GroupIt shows us the name of the group.
BackIt directs us to the group creation and management page.

View Associated Progress Information

It shows us the list of associated processes to a particular group.

FieldDescription
Group NameIt shows us the name of the group.
Process NameProper Process / Campaign name needs to be defined.
Process ModeIt shows us the mode of the process.For eg:Messenger,Progressive,Predictive,Scrubber
Status DescriptionIt shows us the status of a particular process.For eg:Started,Paused,Configuration,Abandent.
From dateStart Date when the process is created.
To DateStart Date when the process is created.
SearchUser can enter the process name and search.
DisplayIt gives us the count of the list of processes associated to the group and also allows the user to choose the number of records to be displayed on the screen.
BackIt directs us to the group creation and management page.

Associated Roles

It shows us the list of associated roles to a particular group.

FieldDescription
GroupIt shows us the name of the group.
BackIt directs us to the group creation and management page.

Preview Manual Permission

This option allows us to set Preview and Manual Dialing permissions for Users
We can search users based on their association with an Organization,Group, Name, Login Id, User Type, etc.
Click on check boxes to enable / disable permissions.
Permissions can be assigned by selection of Organization, Group and User Type.

FieldDescription
GroupUser can choose for the required group name.
OrganizationUser can choose for the required organizations name.
ManualEnable on Manual will assign permission of manual dialing to the selected user.
PreviewEnable on Preview will assign permission of preview dialing to the selected user.
DisplayIt gives us the count of the list of processes associated to the group and also allows the user to choose the number of records to be displayed on the screen.
ApplyIt displays the list of users as per the organization and group name selected.
SearchUser can enter the process name and search.

Assigning User Teams (Groups) to Campaigns

Jodo allows you to assign multiple users and teams (Groups) to execute workflows as defined for the business campaign. 
Only assigned team members can view and execute business actions.

 

 

Field Description
Available Teams you can view the list of teams and select the teams to be assigned to the campaign.
Assign (Select) Please select the teams that are authorized access and rights for your campaign and click on the ASSIGN button to authorize. 
Assigned Teams You can review the list of assigned teams for a campaign here.
Remove Teams

You can remove team/s from processes by selecting the assigned teams and clicking on REMOVE TEAMS

Note: At least one process has to be assigned to a campaign that is in the START stage.

Jodo Cloud Telephony solutions

Create Password

This functionality allows us to create new passwords for new users.

Field Description
User Name It displays the username created by the new user.
Login ID It displays login ID created by the new user.
New Password You can create the password you want.
* indicates that Password format should have at least one upper and lower case letter, special character & digit.
Next Saves the details and directs to the Edit User details page

Preview Management

Preview Management is used for previewing request processes of created sessions and it’s details.
Preview Calling management allows the agent to equally distribute some of the important customer’s
contacts to the various agents.
It is used for viewing calling processes, The request has request id, User name, Process name,
Session name, Process type, Status and Request details.

Field Description
Date Sessions can be viewed by selecting the Date Range.
Process This is option of the process name in which the processes will appear.
Search Button Search button allows us to search the requests based on the filter criteria define with the available filter options.
Add To create New View/Request process.
Display It is used to display particular number of records per page.
Search Request process can be searched using various options such as request id, User name, Process name,
Session name, Process type, Status and Request details.

Deployment Architecture - Public

Deployment Architecture-Public

Creating New Email Workflow Templates

Field Description
Email Workflow Template Name Assign Name to the Email Workflow Template – This name will be associated with the Live campaigns.
From Email Enter the Email address from which the email in this workflow template will be sent. 
To List Target email address to which the email needs to be sent
CC List Can add an email address to which CC emails need to be sent
BCC List Can add an email address to which BCC emails needs to be sent
Variables You can create and assign Dynamic variables to be added in the email body/subject when the emails are sent.
Subject Email Subject line for an email workflow template is assigned here. This line will appear as the subject line for the email sent by the system
Insert Insert Variable into Body or Subject
Body Enter the text which needs to be sent as Email content in the body of the email. This will be the email content in template form
HTML This option provides the option to save templates in HTML mail format or Text mail format
Status The active/Inactive option in the status tab provides the supervisor to enable or disable the current email workflow template
Next Clicking on Next takes you to the File Attachment Window
Finish Clicking on Finish saves the current template and takes you back to the main Email Template Window
Cancel Clicking on Cancel will not cancel current screen information and will take you to the Email Template page

 

Add Organization

his functionality Allows to Add new organization in the system

FieldDescription
Add New OrganizationAllows to add basic details of the organization like Parent Organization Name, Address line, Country, State, City
NextSaves the details and directs to the next page

jodoLink Onboarding Videos

JodoLink Onboarding Videos gives you the Video Solution of Jodo Settings.

Jodo Toolbar