A. PSTN calls (call media traffic, incoming and outgoing calls) of a customer are enabled by Jodo instance to be handled (securely & 100% recording) from distributed locations (office-and-non-office)
B. Deployment architecture options for managing PSTN calls, along with related business & call data, (applicable in different customer set-up \ requirement scenarios), are in following slides –
Office – please refer option #s 1 – 4),
Non-office – By customer’s employees from their homes on their home phones & over home internet – ADSL/ fiber (via VPN) (please refer deployment option #s 5 – 6)
C. Jodo platform operates on SIP trunk for PSTN calls. (Customers with PRIs, please refer next slide for options available to convert PRIs to SIP trunk via gateways.)
Jodo PSTN solutions – PRI to SIP conversion :
A. Jodo handles PSTN voice media (incoming & outgoing) via SIP(as SIP is best suited for distributed architecture and multi-tenancy).
B. SIP channels are directly terminated and managed in Jodo platform (installed in client’s private cloud data center).
C. If customer currently uses PRI lines, PRI traffic can be converted to SIP, options available for this are:
Customer sets up PRI gateway in their premises (single or multiple locations) and defines SIP forwards to Jodo platform, or
Customer sets up PRI gateway in their premises (single or multiple locations) and defines SIP forwards to Jodo platform, or
PRI terminated in client EPABX, take SIP output from EPABX, and connect to Data Center and Jodo
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.
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.
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.
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.
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.
Introduction to Jodo Toolbar
Jodo Toolbar (JT) is the user application that lets you interact with the customer when they reach out to you using Digital communication channels embedded in your website, e-commerce portal, business / mobile apps or any other digital asses.
Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device. All conversations on Jodo are recorded.
The Jodo toolbar provides access to various functions which is present at left hand side :
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.
Jodo Link
Jodo Link – as a fundamental service, generates distinct links (URLs) for each user. Customers can easily connect with the desired individual by simply clicking on the link. An organization can subscribe to a single account – this serves as the administrator account. The administrator is authorized to invite and create multiple users.
The organization’s profile and other standard features will be configured by the administrator while each user can individually setup their personal profile.
Subscribing Jodo Link service :
Jodo Store link :
https://store.avhan.com is our online store where a customer can subscribe to Jodo Services. Click on Get Started to subscribe to our link service.
You are entitled to a 7 days free trial and your subscription will begin at the end of the free trial.
To get started, kindly provide your payment information and click the “Start Trial” button.
Jodo Link Toolbar :
To access the login page for the Jodo toolbar, click on the URL provided in the email you’ve received.
On this page, you’ll need to enter your login credentials along with the captcha to log in. You can select your preferred language for the login process.
Jodo Toolbar Welcome Page :
After a successful login, you’ll be directed to this page.
This welcome page offers access to comprehensive Jodo Link documentation through buttons located below, including Quick Tutorial, Quick Start, FAQs, and Troubleshooting.
Configure Jodo Services Settings :
Click on the Jodo Service tab from the left-hand side toolbar. You may start configuring your Jodo Services from the configure tab as shown in the picture below.
Edit company settings :
Here you can see how to update / set the details of your company in your profile.
You can set up the company profile in the Company Settings. Any changes to the information can be made using the Edit Company settings button (shown in the pic below).
Clicking on the company setting will take you to below screen.
You can now set your company logo using the edit function in the logo tab. This logo will also appear on your Jodo Link page.
Besides the logo, you can add your company name.
Some department names are available by default. You can add many more. To include a new department name, simply select the “Add Department” tab below if your department isn’t already listed.
To update your company address, click on the “Location” tab as shown in the below image.
Configure User :
Click on configure button to begin configuring your Jodo Link account.
Then the following window will be displayed,
You can configure your user profile from the ” Users >>Edit Users ” tab.
Edit user :
The Edit user function is used to make changes to your personal profile.Here, you can edit your profile picture (this profile picture will also be seen on the Jodo Link page shared with customers), update your personal information like designation, contact details, etc..
You can also set your contact details, department, and working hours.
Add User :
If you are a Jodo Link for Teams subscriber,
you can add new users using the “Add” tab here. Please note: “Add user “ function is available only to the administrator.
2. You can configure the admin profile using edit button as shown in the picture below
Save user information :
Please remember to save the information that you have uploaded- any changes that you have made will reflect once you click on the Save button.
Configure other process :
Jodo gives you the flexibility to create templates to set up your profile- for example, Templates of the customer form, Business hour, Action and the information that you would like to capture through your welcome web form or callback form. These templates are created in this section.
To configure these options, simply click on “Configure Other” option as shown below.
Then just simply click on any label for which you want to create template.
Jodo Link Configuration – CRM :
The customer form displays the customer information that has been captured in the welcome form. Other fields of the customer form can be updated during the call.
Usually, only some fields like name, mobile number, and email are considered as part of the welcome form.
In this video, we shall see how to customize the fields in the customer form and welcome form.
Jodo link configuration – Call-back form :
The callback form will ask the caller to leave their details when you are not available to answer their call. You may then reach out to them at a scheduled time.
If you are not available to take a call, the caller will be presented with a call-back form.
To edit/customize the callback form click on the callback tab
If call-back form tab is not visible to you :
If you do not get the call back form option go the Advance Settings. (Configure Other >> Advance Settings)
Enable the call-back option. Likewise you can enable / disable CRM and welcome form features from here, save your selections, and return to the previous screen to continue configuring your account.
You have the option to create your own templates. To customize your template, you will have to first create a copy of the standard (default) template using the copy button.
Default call back :
“Default callback” is a standard template of the call-back form – click on the eye icon to view the template.
You have the option to create your own templates. To customize your template, you will have to first create a copy of the standard (default) template using the copy button.
Configure fields :
Once your copy is created, you can edit the fields by edit icon, adjust their visibility, and change their sequence using the cross arrow icons, as highlighted in the image shown below.
Jodo Link- Business hours :
Here, you have the option to specify your working hours for receiving calls. In business hours, you can configure the employee schedules to ensure that calls are only received during those designated times.
Jodo Link- Next action :
In this section, you have the ability to choose the reason for the call and determine the agent’s next course of action. For example, options like “Call back” or “Not interested” can be selected.
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.
Logging into the 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
Welcome page :
Once you are logged in you will see this welcome page. You are now ready to receive calls from your customers.
Quick summary of Toolbar :
The below slides give you an overview of the functions of the Jodo Toolbar. Each of these will be described in further sections.
How to change your password :
Steps:
Step 1:
To change your password, go to your profile icon and select change password option
Step 2:
You need to correctly enter the old password and new password. (Ensure that the password you choose meets the required criteria.)
Re-enter the new password in the “Confirm password” tab and “Save” your password.
Once your password change is effected successfully, you will get a notification as shown below.
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
You can search for users and select, and the dashboard will display a combined graphical summary of users status and the total number of calls handled during the day.
Jodo – Media traffic :
The image displayed here is the Media Traffic Window – it shows all the communication handled by the User for the selected date range. It shows the channel on which the call connected. The call details can be viewed by clicking on the view icon.
Clicking on “>” button provides you with the complete details of the call. You can see the transcript of the chat conversation, Customer CRM, Session details, Action.
Jodo Toolbar – Chat :
This is the Chat window that will open on the user’s screen when he receives a chat request.
The chat window provides vital customer information to the user. For example the customer’s location, device, and browser details. If the customer has interacted with the user previously, the details of the call will be available in ‘History’. The user can handle 5 concurrent chats at a time.
You can start typing your messages in the chat bar. You can share documents using the attachment pin or share emojis too.
You may send a request to start a voice or video call with the caller by clicking on the voice & video buttons.
Jodo Toolbar – Voice call :
To initiate the voice call you have to click on the call button.
When you click on call button, a call request is sent to the customer and a voice call is initiated after the customer accept the voice call request.
You may continue to chat during the voice call by typing in chat bar.
You have various options after voice call getting connected such as Mute, Hold, Conference, Image, Video, Screen share, etc. As shown in the picture below.
Mute : You can mute yourself using the Mute buttons.
Hold : You can put the caller on hold if required using the Hold button.
Conference : The Agent also has the conference option via which they can start the conference with the Third-party or with the internal team member.
Image : The image option helps the Agent to take a live image of a customer.
Video : You can easily convert your ongoing voice call into a video call by clicking on the video button.
Library : You can help the customer by sharing the relevant documents via the library.
Request Customer Screen : You may request to see the customer’s screen using the ‘Request customer screen option’.
Share My Screen : You may assist your customer by sharing your screen using the ‘Share my Screen’ option.
End : Clicking on the End button will end your voice call – your chat connection will continue.
End Session : The end session ends the entire communication session with the customer.
Jodo Toolbar – Video :
To start a video call with a customer, click on the Video button as shown below.
A request to accept the Video call is then sent to the customer.
After the customer accepts the request, following request comes to you to proceed with the video call.
Following window will be displayed, once the video call is initiated.
You have the option to pause the video by clicking on the “Pause” button.
Selecting “Pause” will hide your video screen from the other end.
Then window will look as shown in picture below.
To resume the video, simply click on the “Resume” option.
If you want to end the video call, simply click on “End” option.
Screen Sharing :
To provide assistance to the customer, the user may want to share his / her screen. This is done using the ‘Share my Screen’ option.
When you press ‘Share my screen,’ a new tab appears, just like in the picture. You can choose to share your whole screen, a specific window, or a browser tab.
You can also request to see the customer’s screen using the ‘Request customer screen’ option.
Location :
By default, the customer location is captured live and can be viewed by the user on the location screen. To access the customer location screen/map click on the pin icon in the toolbar.
Call Info :
The Call info tab provides valuable information about the customer to the user:
This includes the customer’s device, browser, the OS of the device, the customer’s location, and the available bandwidth of the customer.
Jodo CRM :
This is Jodo’s integrated CRM.
The CRM will show the customer’s name and other information that is captured from the welcome web form filled up by the customer while setting up the call. The other fields will be populated from the data available in the database.
The customer data can also be updated/edited during the call. This information will be saved to the database.
Calendar :
The calendar can be used to schedule a call or a meeting with the customer. Users can also set a reminder for important events.
To access the calendar, click on the calendar icon in the right hand toolbar.
View call back request in the Calendar :
Any call-backs registered by callers will be also visible in the calendar.
Details can be viewed by clicking on the call-back request. You can click on the update button if you wish to update the call-back details
The Calendar helps the user to create an event and share the Jodo link to invite the customers on a call.
To create an event, click on the day you want to create the event.
A “Create Event ” window will pop up
Fill in the details and click “Save” The event will be created on the specified day and an invite will be sent to the email address mentioned in the attendee’s field.
Creating an event in calendar :
The Calendar helps the user to create an event and share the Jodo link to invite the customers on a call.
To create an event, click on the day you want to create the event.
A “Create Event ” window will pop up
Fill in the details and click “Save” The event will be created on the specified day and an invite will be sent to the email address mentioned in the attendee’s field.
Jodo Email :
Quick Email allows you to send an email to the customer while you are on the call.
You can add a cc & bcc to the sender’s list.
Disposition/call outcome :
Jodo offers 2-level dispositions, Once the conversation is over and the user ends the session, the user must select dispose master for the call and define a call outcome by selecting the appropriate Status and the reason for the call and then save it.
The agent has the option to add his / her notes or remarks pertaining to the call.
Jodo Link Widget – Customer Interface :
This is the customer-side interface referred to as a widget, where customers will arrive by clicking on your shared Jodo link.
Customers can initiate conversations with user, using the highlighted tabs for chat, voice call, or video call.
Jodo Link – 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:
Email Signature
QR code
Any document (word, pdf, etc.) or presentation
Videos
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.
Sharing location :
Click on the Maps icon to share your location with your contact. Map with your location will be shown in the chat window. You can share it with your contact by clicking on send.
To share any file from your desktop/laptop, click on the attachment pin. Select the file that you would like to share and click on “Open” to share the file
Starting Jodo voice call :
Click on the call icon to start a Voice call within your browser itself with your contact Clicking on the call icon will convert the ongoing chat to a voice call.
When you click on the call icon, your call will start, and the following window will be displayed. You can continue to chat and/or share files, location, etc. with your contact even as you speak.
You can place your call on hold by clicking on the hold button.
You now also have the option to share your screen or convert your voice call into a video call.
Screen sharing :
If you would like to share your screen with your contact, click on the Screen-share button in the chat window.
Clicking on ‘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 screen share.
jodoLink
Jodo Link offers a unique URL solution that can be used to start secure D2C voice, video & chat interactions with your customers – Globally.
Jodo Link transforms business communications (as you know it currently). With Jodo Link Start live conversations from:
Emails & Email signatures Social media posts QR codes Videos & banner ads – make them instantly interactive Presentations, Documents, Application & Forms Chatbots on websites & messengers like WhatsApp, Telegram, & Signal SMSs, Chats, and many more
Jodo Link offers 3 distinct services – the user can choose the service that best fits their business role.
1.Jodo Link:
Jodo Link – as a fundamental service, generates distinct links (URLs) for each user. Customers can easily connect with the desired individual by simply clicking on the link. An organization can subscribe to a single account – this serves as the administrator account. The administrator is authorized to invite and create multiple users.
The organization’s profile and other standard features will be configured by the administrator while each user can individually setup their personal profile.
To subscribe to any of our services directly you can visit our store (store.avhan.com) & click on “Get Started”
For help during subscription click here (subscription video/ppt)
Jodo is browser driven and a user does not need any specific app or device to get started. Any smart device, an internet connection, and a browser are all that is required to get going! You have the flexibility to choose any browser: all standard browsers like Chrome, Edge, Firefox, Safari, and Android are supported.
The user interface to log in to Jodo is called the Jodo toolbar. You will receive calls within the toolbar. From here, you will be able to chat, start a video call, share documents, and files, share your screen, or view the customer’s screen too. The toolbar provides you insights on the customer’s location, bandwidth, device, etc. helping you to make your conversation contextual and meaningful. As a user, you will be able to access records of your customer interactions via the media traffic tab in the toolbar. A summary of your calls in a working day is viewed in the dashboards. First-time users will have to set up their Jodo Link profile. This is done from Jodo Services accessed via a tab in the Jodo Toolbar. Kindly note that job services are accessible only to the admin. Users can set or edit their profile by clicking on their user name in the toolbar.
Jodo Services: This is the tool to set up, edit and invite users. To begin the journey
1.) Set up the company profile – Add your company name and logo – this information will also be used in your Jodo Link URL 2.) Set location details – To update your company address, click on the “Location” tab. 3.) Configure User details – Here you can add your profile picture and define the alias to be used in the job link. Please note that your alias can be set only once and changing the alias modifies the job link 4.) Edit / Add user (this option is available for Jodo link for teams subscriber)– Here you can make changes and set profiles of existing users or invite new users to Jodo Links. 5.) Configure other processes and save – Jodo offers you the choice to create your own templates for customer forms, welcome forms and callback forms, and quick emails. The welcome form and callback form are accessed via the Advanced settings 6.) Customer form: Jodo has an integrated CRM called the customer form. You can create your own CRM template by choosing from the various fields offered in the CRM. 7.) Advanced setting – Welcome form and callback form are accessed via the Advanced settings. If you wish to display a welcome form to capture customer information at the start of a call, you must enable the welcome form in this section. Also, if you would like to have information about any customer call that you may have missed, you need to enable the callback form. Welcome form and callback will be displayed to the customer only and only if they are enabled in the advanced settings 8.) Jodo Reports – Jodo Link offers 2 reports: a) Link page report which provides records of all call details b) Call back report which gives you a summary of the callbacks that were set in the specified period. The reports can be generated on demand or scheduled for generation at the desired time. 9.) FAQs – For any other queries on Jodo Links, please refer to our FAQs 10.) jodoLink customer interface/widget – The customer will click on your Jodo Link shared with them to start a direct voice-video conversation with you. The customer interface, that is the Jodo Link widget, offers 2 themes – you can set your theme in Jodo Services. To learn more about the customer journey click here (widget video/ppt)
Jodo Link for Teams
This variant of Jodo Link service, creates a link for a team or group of users typically involved in similar work activities of an organization such as sales team, support team, etc.
Clicking on the link will connect the customer to any available team member. Routing is based on the round robin method. Additionally, a user has the flexibility to be part of multiple teams The administrator will have the rights to manage the account including adding / deleting users, etc.
To subscribe to any of our services directly you can visit our store (store.avhan.com) & click on “Get Started” For help during subscription click here (subscription video/ppt)
Jodo is browser driven and a user does not need any specific app or device to get started. Any smart device, an internet connection, and a browser are all that is required to get going! You have the flexibility to choose any browser: all standard browsers like Chrome, Edge, Firefox, Safari, and Android are supported.
The user interface to log in to Jodo is called the Jodo toolbar. You will receive calls within the toolbar. From here, you will be able to chat, start a video call, share documents, and files, share your screen, or view the customer’s screen too. The toolbar provides you insights on the customer’s location, bandwidth, device, etc. helping you to make your conversation contextual and meaningful. As a user, you will be able to access records of your customer interactions via the media traffic tab in the toolbar. A summary of your calls in a working day is viewed in the dashboards. First-time users will have to set up their Jodo Link profile. This is done from Jodo Services accessed via a tab in the Jodo Toolbar. Kindly note that job services are accessible only to the admin. Users can set or edit their profile by clicking on their user name in the toolbar.
Jodo Services: This is the tool to set up, edit and invite users. To begin the journey
1.) Set up the company profile – Add your company name and logo – this information will also be used in your Jodo Link URL .
4.) Edit / Add user – Here you can make changes and set profiles of existing users or invite new users to Jodo Links.
5.) Configure other processes and save – Jodo offers you the choice to create your own templates for customer forms, welcome forms and callback forms, and quick emails. The welcome form and callback form are accessed via the Advanced settings
6.)Customer form – Jodo has an integrated CRM called the customer form. You can create your own CRM template by choosing from the various fields offered in the CRM.
7.) Advanced setting – Welcome form and callback form are accessed via the Advanced settings. If you wish to display a welcome form to capture customer information at the start of a call, you must enable the welcome form in this section. Also, if you would like to have information about any customer call that you may have missed, you need to enable the callback form. Welcome form and callback will be displayed to the customer only and only if they are enabled in the advanced settings
8.) Jodo Reports – Jodo Link for teams offers 2 reports: a) Link page report which provides records of all call details b) Call back report which gives you a summary of the callbacks that were set in the specified period. The reports can be generated on demand or scheduled for generation at the desired time.
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
Media Traffic
Media Traffic allows users to monitor all call patches between users and clients. Clicking on the Media Traffic opens a new page where all records are displayed in a table format.
In the Media Traffic interface, there is an option to “Select Process” in the process selection field. By default, all processes are selected. If you wish to add or remove any processes, you can do so by modifying the process field. Additionally, checkboxes are provided for filtering data by Today, Yesterday, Last 7 days, This Month, Last Month, and Custom Range.
In the table, you will find data regarding Process Name, User Name, Customer Name, Media, Date and Time, Disposition, and Location.
To know more about the interaction details, click on user profile.
Client Information Form / CRM
To access CRM you need to log in with your credentials and navigate to the “toolbar” section, which will redirect you to the welcome page. From there, proceed to “Jodo Services Setting” and click on “configure.” This will lead you to Module Page, select the “Client Information Form/CRM” card.
Inside this, you’ll find “Form” and “Business Script” tabs where you can customize the appearance and language of the customer form and business script.
Choose your preferred language for both tabs.
To add text fields to the customer form, click on the desired field from the right-hand corner and then save. If you want to preview the form you can click on save & preview.
Editing options include changing the label name, adjusting the length, and making fields required.
Use the “move” button to reposition fields.
And the toggle button to enable or disable the fields.
Once satisfied with the form, click on “save” button to save your changes. For a preview of your CRM, click on “Save and Preview,” which will save changes and display the preview in the Cal guide tab.
In the “Business Script” tab, you have the option to choose the language. You can set the Business Title, Subtitle, and Text Fields such as “Number,” “First Name,” “Last Name,” etc.
Additionally, you can manually type any desired information about the business into the script. After making changes, click on the “Save” button to save all modifications. You can also click on the “Save and Preview” button to preview your Customer Form.
Reports
In the report module you can generate historical reports of your calls.
You can find “Report” module at:
Jodo Services setting < Configure < Reports
In the “Generate New” option, you can create a report by selecting any of the available report options according to your preference.
After making your selection, pick the file type and set your timing preferences, whether for an immediate or scheduled report. Additionally, you have the option to generate a report within a custom range, including choices like today, yesterday, last 7 days, last 30 days, this month, last month, or a custom range. After configuring your preferences, click on “generate report” to create the report.
If you selected the scheduled type, it will appear in the “Scheduled Report” tab for future reference.
You can view generated reports in the “Generated Report” tab
This video will show you how to generate and view reports.
Voice
Calendar
After clicking the calendar icon, the calendar will open up, displaying scheduled events and the current date. Check out different ways to look at your calendar, like by day, week, or month also you can manage events directly within the calendar interface.
You create an event in the calendar,
Steps:
Select Date/Time: Click on a date or time slot on the calendar where you want to add an event.
Open Add Event Popup: A pop-up window titled “Create an Event” will appear.
Fill Event Details: Enter the event details such as title, description, location, and set reminders as needed.
Select Attendees: Choose attendees from a list of pre-existing business associates. If adding customers, provide their email addresses.
Confirm Event Creation: After filling in the details, click on the “Finish” button to confirm event creation.
Confirmation Emails: Attendees will receive confirmation emails once the event is successfully created.
7. Edit or Delete Events: If needed, you can edit or delete events later on.
8. Prevent Scheduling in the Past: If you attempt to select a past date or time, a pop-up message will remind you to check the date and time selection.
Team Messaging
Team messaging is to facilitate efficient communication and collaboration among team members. It allows for quick exchange of messages and information, enabling teams to stay connected, coordinate tasks, share updates, and work together effectively, regardless of physical location or time zone differences.
Below highlighted option facilities you with a option to filter online and offline user.
Jodo Services Settings
Jodo provides “Jodo Services Settings” to configure account settings with various options.
The admin can create or edit teams by clicking on the ‘Team’ tab.
To access Team,
Jodo Services Settings < Configure < Team.
When we click on the “Team” template module, we are presented with the option to create a new team, as well as to view details of teams that have already been created.
When you click on the “Add” icon , you’ll find yourself on the initial tab, which is the “Team” tab. Here, you can input your Team name and Team URL. Additionally, you’ll encounter three different template options from which you can choose the desired one. A template is a standard page layout that is generated when the URL is created. After selecting a template, click on “Next” to proceed. A template is a standard page layout that is generated when the URL is created.
The next tab you’ll encounter is the “Configure team” tab. Here, you’ll have options to enter the link, message, button names, and button links according to your preferences. Once you’ve filled in the necessary details, you can click on “Next” to move forward. If you need to revise any information, you can always click the “Back” button to return to the previous tab.
There are three themes:
Theme 1:
In theme 1, you have the ability to provide a link, a message, and a button along with its redirect link for the content you wish to display on your link interface.
If you want to see how the theme has been applied and view the interface, click on the ‘eye’ icon.
Link appearance:
When you click on the “Add” icon , you’ll find yourself on the initial tab, which is the “Team” tab. Here, you can input your Team name and Team URL. Additionally, you’ll encounter three different template options from which you can choose the desired one. A template is a standard page layout that is generated when the URL is created. After selecting a template, click on “Next” to proceed. A template is a standard page layout that is generated when the URL is created.
The next tab you’ll encounter is the “Configure team” tab. Here, you’ll have options to enter the link, message, button names, and button links according to your preferences. Once you’ve filled in the necessary details, you can click on “Next” to move forward. If you need to revise any information, you can always click the “Back” button to return to the previous tab.
There are three themes:
Theme 1:
In theme 1, you have the ability to provide a link, a message, and a button along with its redirect link for the content you wish to display on your link interface.
If you want to see how the theme has been applied and view the interface, click on the ‘eye’ icon.
Link appearance:
Theme 2:
In Theme 2, you can specify a title for the page along with the link you wish to display in your link interface.
Link appearance :
In Theme 3, you have the option to add three links, each accompanied by a message of your choice to display on your link web page.
Link appearance:
When you click on the “Add” icon , you’ll find yourself on the initial tab, which is the “Team” tab. Here, you can input your Team name and Team URL. Additionally, you’ll encounter three different template options from which you can choose the desired one. A template is a standard page layout that is generated when the URL is created. After selecting a template, click on “Next” to proceed. A template is a standard page layout that is generated when the URL is created.
The next tab you’ll encounter is the “Configure team” tab. Here, you’ll have options to enter the link, message, button names, and button links according to your preferences. Once you’ve filled in the necessary details, you can click on “Next” to move forward. If you need to revise any information, you can always click the “Back” button to return to the previous tab.
There are three themes:
Theme 1:
In theme 1, you have the ability to provide a link, a message, and a button along with its redirect link for the content you wish to display on your link interface.
If you want to see how the theme has been applied and view the interface, click on the ‘eye’ icon.
Link appearance:
Theme 2:
In Theme 2, you can specify a title for the page along with the link you wish to display in your link interface.
Link appearance :
In Theme 3, you have the option to add three links, each accompanied by a message of your choice to display on your link web page.
Link appearance:
Product
You can configure Product:
Jodo services setting < Configure < Product
The product module lets users add their company’s products and set the product profile. To add a product click on the Add Product/Services.
You can set profile picture for the product and also give product name as shown in the highlighted image below.
Moreover, the rich text editor offers advanced formatting options, including bold, italic, and bullet points, allowing users to create engaging and informative product descriptions.
You can set the status of a product, indicating whether it is active or inactive.
You have to provide product code for the product. The input field for product codes supports alphanumeric characters, ensuring compatibility with various coding systems and conventions used by different industries.
Similarly, the unit price input box accommodates both fixed and variable pricing structures, catering to diverse pricing strategies employed by businesses.
In the “Associated Teams” section, users can give particular roles and permissions to team members, making teamwork and managing tasks easier.
The “Attachment” feature allows you to include various file types like documents, images, and videos, making it easy to create detailed product documentation and marketing materials.
Select “Add file” to upload a file.
You can input the file name and choose the file type. You also have two ways to add a file:
1. Upload a file link 2. Upload a file from your computer
In the attachment section, you can use the “Languages” option to add translated versions of product stuff. This helps support people who speak different languages around the world.
The “Departments” section lets users organize attachments according to different parts of the organization, making it easier to find and stay organized.
In the “Products” section, users can explore and choose from a carefully selected list of related products, making it easier to promote additional sales opportunities within the platform.
Within the “Business Market” tab, users will find an “Add” button icon. Clicking on this icon opens a new page presenting various options such as “Add Region,” “Country” dropdown, “State” dropdown, “City” dropdown, and an additional “Add Region” button.
Upon entering the necessary details, users can save the information by clicking on the “Finish” button. This allows users to add regions, countries, states, and cities. Additionally, clicking on the “Add Region” button enables users to include further regions as needed. This feature provides users with a convenient way to manage and expand their business market territories efficiently.
lastly click on the “finish” button to save the product.
Library
You can configure library :
Jodo Services setting < Configure < Library
This easy-to-use interface makes it simple to add files to the library. It also gives you clear choices to customize things like language, department, and product details.
When you click on the library, a new module will open, initiating the “Add File” function. Upon clicking “Add File,” another module will open, presenting multiple options to choose from.
In this module, you’ll find an input box for the file name, another for the file type, and radio buttons allowing you to select between linking to a file or uploading one directly.
Additionally, a navigation bar will be visible, offering three main options: “Languages,” “Department,” and “Products.”
Under the “Languages” section, you’ll find checkboxes for selecting the desired language.
In the “Department” section, checkboxes will be available to specify which department the file relates to.
Finally, under “Products,” you can view and select the relevant product.
Once all necessary selections have been made, you can proceed by clicking the “Finish” button to complete the process
Invite User
When a user logs into the Jodo toolbar, a welcome page appears on the screen, providing a friendly introduction to the platform’s features. At the top right corner of this welcome page, users will find an easily accessible icon labeled “Invite User.” Clicking on this icon initiates the process of inviting other individuals to join the platform. This straightforward approach ensures that users can quickly navigate the platform and begin inviting others to connect and collaborate effectively.
When you click on the “Invite User” icon, a new page will open with a navigation bar displaying two options: “Invite User” and “Pending User”.
In the “Invite User” section, you’ll find an option labeled “Add icon Button” to add users.
When you click on it, a dialogue box appears with fields for adding a user, including options for entering an email address and username. Additionally, there are two checkboxes labeled “Administrate” and “User.” Once you’ve filled in the necessary details, simply click the “Save” button to save the information.
After saving, we can view the details of invited users in the “Invite User” tab. When we click on the “Invite User” button, the invitation will be sent.
After that, in the ‘Pending User’ tab, we can view a comprehensive list of invited users.
Company Settings
In the company settings you can set up the company profile.
To access company settings :
Jodo services setting < Company settings (Click on the Company setting tab)
You can now set your company logo using the edit function in the logo tab. This logo will also appear on your Jodo Link.
Besides the logo, you can add your company name.
Additionally, users can select the country, state, and city from dropdown menus, providing a convenient way to set the geographical location. They can also input the zip code and manually fill in the address fields, including Address 1 and Address 2, for precise location details.
Below the location settings, there’s a department tab where users can manage departments within the company. Existing departments are displayed with options to delete or edit them. Clicking on the edit button allows users to modify department details, while the delete icon removes departments as needed. Moreover, users can add new departments by clicking on the “Add Department” card, which opens a popup window. In this window, users can input the department name and save it to add the department to the list.
After configuring all necessary settings, users can save their changes by clicking the save button, ensuring that the company settings are updated accordingly. This intuitive interface streamlines the process of customizing company details, providing users with clear options for managing departments and location information effectively.
Business Hour
You can configure “Business Hours” :
Configure Services setting < Configure < Business Hours
In the business hours module, you have the flexibility to tailor your availability based on your business schedule. For each working day, there are toggle buttons conveniently located, allowing you to easily enable or disable specific days. Once enabled, you can select your preferred start and end times, providing clarity on when you’re available to engage with customers.
Moreover, if your business operates in multiple shifts or has varying hours throughout the day, you can select multiple time slots to accurately reflect your availability.
To streamline the process further, you can assign a template name and specify your time zone to ensure consistency and accuracy.
Once all selections are made, simply click on the “Save” button to apply the changes.
By configuring your business hours in this manner, users will only be able to contact you during the specified time slots, enhancing efficiency and communication clarity.
Within the Custom Configuration card, users have the option to enable or disable various features related to callback request forms, appointment URLs, customer forms, and welcome forms
If the callback request form is enabled, users can select either a callback form or specify an appointment URL. For the appointment URL, users can input the desired URL. Additionally, users can choose to enable or disable the customer form. If enabled, users can select Jodo CRM for further customization. Similarly, users can enable or disable the welcome form.
Similarly, users can enable or disable the welcome form. If enabled, users can configure the welcome form, which is a subset of fields found in the customer form, such as mobile number, personal number, and first name.
Users can also select the widget trigger type, either auto-start or custom, and specify the widget starting time, with a maximum limit of 300 seconds.
Once all details are configured, users can save their settings to apply the changes effectively.
Process offers users comprehensive control over customizing and managing various forms and features within the Jodo platform.
Call back request form
To configure and create callback request form :
Jodo Service setting :
Jodo services setting < Configure < call back request form.
Click on this card to access the default callback form template. Within the Call back request form section, you have the option to view the default callback form by clicking on the “view” button.
Additionally, you can customize your own template by clicking on the “add” button located on the right side of the default callback card.
Upon clicking the add icon, an exact replica of the default callback card will be generated as another card, offering options such as “delete,” “edit,” and “copy” for further customization and management of your callback form templates.
This step-by-step process ensures seamless navigation and customization of callback request forms within the Jodo Toolbar interface, empowering users to tailor their callback forms to their specific needs and preferences.
Once you’ve created your custom callback form template, you have the freedom to personalize it to your liking. You can assign a unique template name, add, delete, and rearrange input boxes as needed. After making your edits, simply save your changes by clicking the “SAVE” button. If you need to remove a custom card, you can do so with the delete button.
Additionally, you can easily duplicate your custom card using the copy button, which includes an auto-paste feature for convenience. This allows you to quickly create and modify similar templates to suit your requirements within the Jodo Toolbar interface.
CRM
Click on the CRM from the left-hand navigation menu in Jodo toolbar, you’ll be directed to the CRM Page.
Here, you can add new customers by clicking the “Add Customer” card and edit existing ones by clicking the edit icon on each customer card.
When you click on “Add Customer,” opens up a dedicated screen where users can input various details into the CRM form. Once they’ve entered information such as the customer’s name, contact details, and any other relevant data, they simply need to click the “Save” button to add the new customer.
To manage your data effectively, Jodo toolbar offers filtering options. Users can filter customer data based on criteria such as last name, first name, or customer number. Simply select the desired filter criteria from the dropdown menu, enter the filter value, and click “Apply” to refine the displayed data accordingly.
User can also add multiple filters for advanced data refinement. Users can simply click on the “Add” icon to add a new filter. From there, they can select the desired fields and corresponding values to filter the data.
In the Call Outcomes module, there are two main choices: Status and Next Action. First, let’s talk about the Status part. Click on “Add Status,” and you can make a new status for your call outcomes. Just type in the status name you want, then click “Save” to add it to your list of statuses.
This simple method enables you to swiftly add personalized status options, effectively organizing your call outcomes.
Moving on to the Next Action section, the process is similarly straightforward. Click on “Add Next Action” to create a new action for your call outcomes. Here, you have two options to further specify your next action: adding the action itself and selecting the action type. After defining these details, hit “Save” to include the new next action in your list.
In short, these steps make it easy for users to handle call outcomes in the Call Outcomes module. You can customize and organize statuses and next actions to manage your calls more efficiently.
Users
In “User” module, Administrator will able to add and edit users.
You can access user module :
Jodo services settings < Configure < Users
On Click of user module, all the users linked to the organization will be shown.
A user can Add a new user or can edit an existing one.
If you want to create a new user, just click on “Create new user”.
Then you will have options include uploading a profile image, editing your name, and accessing tabs labeled “About” and “Location”. Additionally, there are input boxes where you can enter your designation, email address, and provide information about yourself.
Within the tabs, you’ll find categories such as contacts, department, working hours, languages spoken, and access type.
The “Contacts” tab allows you to add contact details such as a phone number.
In the “Departments” section, you’ll find various options for selecting different departments. Simply click on the one you’re interested in to make your selection
“Working Hours” section, you’ll find a button labeled “Manage Working Hours.” Clicking on this button will open a dialogue box where you can see several options, including Time Zone, Start Time, End Time, and checkboxes to select working days. After filling in the details, you can click the “Save” button to apply the changes. Additionally, there is a “Cancel” button to close the dialogue box without saving any changes.
In the “Languages” section, you can choose any language you prefer. By default, the language you selected during login is displayed with a star in the top right corner. Then, you can select multiple languages by clicking on them.
In the “Access Type” section, there is a checkbox with two options: “Administrator” and “User”. This allows you to change roles for the users involved in the process.
In the Location Section, users are presented with fields to input their details, including Country, State, City, Zip code, Address 1, and Address 2.
Country, State, and City values can be selected from dropdown menus, which are populated based on filters set as follows:
i) State options are filtered based on the country selected.
ii) City options are filtered based on the state selected.
The location button displays a dialog box that enables users to either set their address to their current live location or search and set the address based on the map search location option.
User profile
To edit “User Profile”, Click on User profile icon and then click on the User’s name on the welcome page.
When you click on the user profile icon, a new page will appear with several options. These options include uploading a profile image, editing your name, and accessing tabs labeled “About” and “Location”.
Additionally, there are input boxes where you can enter your designation, email address, and provide information about yourself.
In the “Departments” section, there are options available for selecting any department. You can add or edit department from company settngs.
“Working Hours” section, you’ll find a button labelled “Manage Working Hours.” Clicking on this button will open a dialogue box where you can see several options, including Time Zone, Start Time, End Time, and checkboxes to select working days. After filling in the details, you can click the “Save” button to apply the changes. Additionally, there is a “Cancel” button to close the dialogue box without saving any changes.
In the “Languages” section, you can choose any language you prefer.
In the “Access Type” section, there is a checkbox with two options: “Administrator” and “User”.
In the Location Section, users are provided with fields to input their details, including Country, State, City, Zip code, Address 1, and Address 2. Alongside these fields, there is a button labelled with the location name. Within this section, users have the ability to make changes to specific points. They can input their country name, state name, city name, zip code, Address 1 details, and Address 2 details. This allows for flexibility and customization according to the user’s location and address requirements.
Jodo Link for Individual
“Link for Individual” – as the name suggests, is tailored to meet the needs of self-employed individuals such as freelancer, independent contactors, consultants, sole proprietors and gig workers customers can connect with them at the click of button.
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
Media Traffic
Media Traffic allows users to monitor all call patches between users and clients. Clicking on the Media Traffic opens a new page where all records are displayed in a table format.
In the Media Traffic interface, there is an option to “Select Process” in the process selection field. By default, all processes are selected. If you wish to add or remove any processes, you can do so by modifying the process field. Additionally, checkboxes are provided for filtering data by Today, Yesterday, Last 7 days, This Month, Last Month, and Custom Range.
In the table, you will find data regarding Process Name, User Name, Customer Name, Media, Date and Time, Disposition, and Location.
To know more about the interaction details, click on user profile.
There is a filter option where you can apply filter like Date range , Process, Session also you can add filter by using add “+” icon.
Calendar
After clicking the calendar icon, the calendar will open up, displaying scheduled events and the current date. Check out different ways to look at your calendar, like by day, week, or month also you can manage events directly within the calendar interface.
You create an event in the calendar,
Steps:
Select Date/Time: Click on a date or time slot on the calendar where you want to add an event.
Open Add Event Popup: A pop-up window titled “Create an Event” will appear.
Fill Event Details: Enter the event details such as title, description, location, and set reminders as needed.
Select Attendees: Choose attendees from a list of pre-existing business associates. If adding customers, provide their email addresses.
Confirm Event Creation: After filling in the details, click on the “Finish” button to confirm event creation.
Confirmation Emails: Attendees will receive confirmation emails once the event is successfully created.
7. Edit or Delete Events: If needed, you can edit or delete events later on.
8. Prevent Scheduling in the Past: If you attempt to select a past date or time, a pop-up message will remind you to check the date and time selection.
CRM
Click on the CRM from the left-hand navigation menu in Jodo toolbar, you’ll be directed to the CRM Page.
Here, you can add new customers by clicking the “Add Customer” card and edit existing ones by clicking the edit icon on each customer card.
When you click on “Add Customer,” opens up a dedicated screen where users can input various details into the CRM form. Once they’ve entered information such as the customer’s name, contact details, and any other relevant data, they simply need to click the “Save” button to add the new customer.
To manage your data effectively, Jodotoolbar offers filtering options. Users can filter customer data based on criteria such as last name, first name, or customer number. Simply select the desired filter criteria from the dropdown menu, enter the filter value, and click “Apply” to refine the displayed data accordingly.
User can also add multiple filters for advanced data refinement. Users can simply click on the “Add” icon to add a new filter. From there, they can select the desired fields and corresponding values to filter the data.
This easy-to-use interface makes it simple to add files to the library. It also gives you clear choices to customize things like language, department, and product details.
When you click on the library, a new module will open, initiating the “Add File” function. Upon clicking “Add File,” another module will open, presenting multiple options to choose from.
In this module, you’ll find an input box for the file name, another for the file type, and radio buttons allowing you to select between linking to a file or uploading one directly.
Additionally, a navigation bar will be visible, offering three main options: “Languages,” “Department,” and “Products.”
Under the “Languages” section, you’ll find checkboxes for selecting the desired language.
In the “Department” section, checkboxes will be available to specify which department the file relates to.
Finally, under “Products,” you can view and select the relevant product.
Once all necessary selections have been made, you can proceed by clicking the “Finish” button to complete the process
Business Hours
You can configure “Business Hours” :
Configure Services setting < Configure < Business Hours
In the business hours module, you have the flexibility to tailor your availability based on your business schedule. For each working day, there are toggle buttons conveniently located, allowing you to easily enable or disable specific days. Once enabled, you can select your preferred start and end times, providing clarity on when you’re available to engage with customers.
Moreover, if your business operates in multiple shifts or has varying hours throughout the day, you can select multiple time slots to accurately reflect your availability.
To streamline the process further, you can assign a template name and specify your time zone to ensure consistency and accuracy.
Once all selections are made, simply click on the “Save” button to apply the changes.
By configuring your business hours in this manner, users will only be able to contact you during the specified time slots, enhancing efficiency and communication clarity.
Client Information Form / CRM
To access CRM you need to log in with your credentials and navigate to the “toolbar” section, which will redirect you to the welcome page. From there, proceed to “Jodo Services Setting” and click on “configure.” This will lead you to Module Page, select the “Client Information Form/CRM” card.
Inside this, you’ll find “Form” and “Business Script” tabs where you can customize the appearance and language of the customer form and business script.
Choose your preferred language for both tabs.
To add text fields to the customer form, click on the desired field from the right-hand corner and then save. If you want to preview the form you can click on save & preview.
Editing options include changing the label name, adjusting the length, and making fields required.
Use the “move” button to reposition fields.
And the toggle button to enable or disable the fields.
Once satisfied with the form, click on “save” button to save your changes. For a preview of your CRM, click on “Save and Preview,” which will save changes and display the preview in the Cal guide tab.
In the “Business Script” tab, you have the option to choose the language. You can set the Business Title, Subtitle, and Text Fields such as “Number,” “First Name,” “Last Name,” etc.
Additionally, you can manually type any desired information about the business into the script. After making changes, click on the “Save” button to save all modifications. You can also click on the “Save and Preview” button to preview your Customer Form.
Reports
In the report module you can generate historical reports of your calls.
You can find “Report” module at:
Jodo Services setting < Configure < Report
In the “Generate New” option, you can create a report by selecting any of the available report options according to your preference.
After making your selection, pick the file type and set your timing preferences, whether for an immediate or scheduled report. Additionally, you have the option to generate a report within a custom range, including choices like today, yesterday, last 7 days, last 30 days, this month, last month, or a custom range. After configuring your preferences, click on “generate report” to create the report.
If you selected the scheduled type, it will appear in the “Scheduled Report” tab for future reference.
You can view generated reports in the “Generated Report” tab
Call Outcomes
To configure “Call outcomes”:
Jodo Services setting < Configure < Call Outcomes
In the Call Outcomes module, there are two main choices: Status and Next Action. First, let’s talk about the Status part. Click on “Add Status,” and you can make a new status for your call outcomes. Just type in the status name you want, then click “Save” to add it to your list of statuses.
This simple method enables you to swiftly add personalized status options, effectively organizing your call outcomes.
Moving on to the Next Action section, the process is similarly straightforward. Click on “Add Next Action” to create a new action for your call outcomes. Here, you have two options to further specify your next action: adding the action itself and selecting the action type. After defining these details, hit “Save” to include the new next action in your list.
In short, these steps make it easy for users to handle call outcomes in the Call Outcomes module. You can customize and organize statuses and next actions to manage your calls more efficiently.
Custom configuration
To configure Jodo Services Settings < Configure < Custom Configuration
Within the Custom Configuration card, users have the option to enable or disable various features related to callback request forms, appointment URLs, customer forms, and welcome forms
If the callback request form is enabled, users can select either a callback form or specify an appointment URL. For the appointment URL, users can input the desired URL. Additionally, users can choose to enable or disable the customer form. If enabled, users can select Jodo CRM for further customization. Similarly, users can enable or disable the welcome form.
Similarly, users can enable or disable the welcome form. If enabled, users can configure the welcome form, which is a subset of fields found in the customer form, such as mobile number, personal number, and first name.
Users can also select the widget trigger type, either auto-start or custom, and specify the widget starting time, with a maximum limit of 300 seconds.
Once all details are configured, users can save their settings to apply the changes effectively.
Process offers users comprehensive control over customizing and managing various forms and features within the Jodo platform.
Jodo Services settings
Jodo provides “Jodo Services Settings” to configure account settings with various options.
Jodo services setting < Configure < Call back request form.
Click on this card to access the default callback form template. Within the Call back request form section, you have the option to view the default callback form by clicking on the “view” button.
Additionally, you can customize your own template by clicking on the “add” button located on the right side of the default callback card.
Upon clicking the add icon, an exact replica of the default callback card will be generated as another card, offering options such as “delete,” “edit,” and “copy” for further customization and management of your callback form templates.
This step-by-step process ensures seamless navigation and customization of callback request forms within the Jodo Toolbar interface, empowering users to tailor their callback forms to their specific needs and preferences.
Once you’ve created your custom callback form template, you have the freedom to personalize it to your liking. You can assign a unique template name, add, delete, and rearrange input boxes as needed. After making your edits, simply save your changes by clicking the “SAVE” button. If you need to remove a custom card, you can do so with the delete button.
Additionally, you can easily duplicate your custom card using the copy button, which includes an auto-paste feature for convenience. This allows you to quickly create and modify similar templates to suit your requirements within the Jodo Toolbar interface.
User Profile
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
Jodo Chat - live chat connect
Click on the chat icon to start a chat conversation with a business resource.
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 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.
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 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.
HA Architecture - If Jodo Cloud Application Server node fails
HA Architecture - if one Database node fails
HA Architecture - If any Jodo Cloud Telephony Server node fails
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
Dashboard
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
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
Dialer video
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 .
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
Online Overview
Field
Description
Port Summary
Port 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 Refreshed
The time the data was reloaded on the page.
Idle
These are the number of ports which are not used by the system.
Busy
These are the number of ports which are used by the system.
Queue
Queue drop down allows to select the queue for which the information needs to be displayed.
Process ACD
Automatic 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 Counts
Total Calls offered are the number of total calls came in the ACD.
Total Calls Offered
In Call Offered: Total inbound call counts . Out call offered: Total outbound call done
Total Calls Answered
In call Answered: Total inbound call answered to the inbound call hits. Out call Answered: Total outbound call answered to the outbound call done.
Agent Information
Agent 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
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.
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:
Email Signature
QR code
Any document (word, pdf, etc.) or presentation
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
Chat from widget:
jodoChat(”,”,”,”)
Optional Parameters: ‘,”,”
Example: jodoChat(‘english’,”,”,”);
Voice call from Widget
jodoChat(”,”,”,”)
Optional Parameters: ‘,”,”
Example: jodoChat(‘english’,”,”,”);
Video call from Widget
jodoVideo(”,”,”,”)
Optional Parameters: ‘,”,”
Example: jodoVideo(‘english’,”,”,”);
Screenshare call from widget
jodoScreenshare(”,”,”,”)
Optional Parameters: ‘,”,”
Example: jodoScreenshare (‘english’,”,”,”);
Widget Load event and Auto trigger External events:
jodoWidgetInitialized() {
// Please write code to show or enable controls at hosted page.
To access the login page for the Jodo toolbar, click on the URL provided in the email you’ve received.
On this page, you’ll need to enter your login credentials along with the captcha to log in. You can select your preferred language for the login process.
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
Parameter
M/O
Data Type
Example
Description
method
M
Text
getProcessData
Name of the web service method
reqdatetime
M
Text
2016-01-19 12:00:00
Date time for the webservice request
servicekey
M
Text
process1
Unique Service Key for the process
apikey
M
Text
MsQgi5/gKVZusW5XziRf76nHbn9JxU4VDSWwongD5dU=
Unique API key for an organisation
searchparam
M
Text
customer_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
fromdate
O
Text
2016-01-17 12:00:00
From date from which data has to pulled searchparam=”daterange”
todate
O
Text
2016-01-19 12:00:00 Valid Format : (yyyy-dd-mm HH:mm:ss)
To date to which data wants to pull searchparam=”daterange”
mobilenumber
O
Text
Contact 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.
customercode
O
Text
14001
This is Jodo Customer unique code. It is received through Toolbar when call is connected on Jodo CRM. searchparam=”customercode”
crmuniquefield
O
Text
POP100300
This 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.
Parameter
Data type
Example
Description
method
Text
getProcessData
Name of the web service method
resdatetime
Text
2016-01-19 12:00:00
Date time for the webservice response
statuscode
Text
001
Response Code
statusdesc
Text
success
Response description.
data
Text
Customerdata in array
Customer 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
Click on the import data to start doing the process to configure messenger dialer.
Introduction to Jodo Toolbar
Jodo Toolbar (JT) is the user application that lets you interact with the customer when they reach out to you using Digital communication channels embedded in your website, e-commerce portal, business / mobile apps or any other digital asses.
Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device. All conversations on Jodo are recorded.
The Jodo toolbar provides access to various functions such as :
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.
In the toolbar, the bandwidth indicator shows how much data a user is using or has available.
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);
Jodo Chat - live chat connect
Click on the chat icon to start a chat conversation with a business resource
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.
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
Media Traffic
Media Traffic allows users to monitor all call patches between users and clients. Clicking on the Media Traffic opens a new page where all records are displayed in a table format.
In the Media Traffic interface, there is an option to “Select Process” in the process selection field. By default, all processes are selected. If you wish to add or remove any processes, you can do so by modifying the process field. Additionally, checkboxes are provided for filtering data by Today, Yesterday, Last 7 days, This Month, Last Month, and Custom Range.
In the table, you will find data regarding Process Name, User Name, Customer Name, Media, Date and Time, Disposition, and Location.
To know more about the interaction details, click on user profile.
There is a filter option where you can apply filter like Date range , Process, Session also you can add filter by using add “+” icon.
CRM
Click on the CRM from the left-hand navigation menu in Jodo toolbar, you’ll be directed to the CRM Page.
Here, you can add new customers by clicking the “Add Customer” card and edit existing ones by clicking the edit icon on each customer card.
When you click on “Add Customer,” opens up a dedicated screen where users can input various details into the CRM form. Once they’ve entered information such as the customer’s name, contact details, and any other relevant data, they simply need to click the “Save” button to add the new customer.
To manage your data effectively, Jodotoolbar offers filtering options. Users can filter customer data based on criteria such as last name, first name, or customer number. Simply select the desired filter criteria from the dropdown menu, enter the filter value, and click “Apply” to refine the displayed data accordingly.
User can also add multiple filters for advanced data refinement. Users can simply click on the “Add” icon to add a new filter. From there, they can select the desired fields and corresponding values to filter the data.
After clicking the calendar icon, the calendar will open up, displaying scheduled events and the current date. Check out different ways to look at your calendar, like by day, week, or month also you can manage events directly within the calendar interface.
You create an event in the calendar,
Steps:
Select Date/Time: Click on a date or time slot on the calendar where you want to add an event.
Open Add Event Popup: A pop-up window titled “Create an Event” will appear.
Fill Event Details: Enter the event details such as title, description, location, and set reminders as needed.
Select Attendees: Choose attendees from a list of pre-existing business associates. If adding customers, provide their email addresses.
Confirm Event Creation: After filling in the details, click on the “Finish” button to confirm event creation.
Confirmation Emails: Attendees will receive confirmation emails once the event is successfully created.
7. Edit or Delete Events: If needed, you can edit or delete events later on.
8. Prevent Scheduling in the Past: If you attempt to select a past date or time, a pop-up message will remind you to check the date and time selection.
Library
To access Library ,
Jodo Services Settings < Configure < Library
This easy-to-use interface makes it simple to add files to the library. It also gives you clear choices to customize things like language, department, and product details.
When you click on the library, a new module will open, initiating the “Add File” function. Upon clicking “Add File,” another module will open, presenting multiple options to choose from.
In this module, you’ll find an input box for the file name, another for the file type, and radio buttons allowing you to select between linking to a file or uploading one directly.
Additionally, a navigation bar will be visible, offering three main options: “Languages,” “Department,” and “Products.”
Under the “Languages” section, you’ll find checkboxes for selecting the desired language.
In the “Department” section, checkboxes will be available to specify which department the file relates to.
Finally, under “Products,” you can view and select the relevant product.
Once all necessary selections have been made, you can proceed by clicking the “Finish” button to complete the process
Call outcomes
To configure “Call outcomes”:
Jodo Services setting < configure < Call Outcomes
In the Call Outcomes module, there are two main choices: Status and Next Action. First, let’s talk about the Status part. Click on “Add Status,” and you can make a new status for your call outcomes. Just type in the status name you want, then click “Save” to add it to your list of statuses.
This simple method enables you to swiftly add personalized status options, effectively organizing your call outcomes.
Moving on to the Next Action section, the process is similarly straightforward. Click on “Add Next Action” to create a new action for your call outcomes. Here, you have two options to further specify your next action: adding the action itself and selecting the action type. After defining these details, hit “Save” to include the new next action in your list.
In short, these steps make it easy for users to handle call outcomes in the Call Outcomes module. You can customize and organize statuses and next actions to manage your calls more efficiently.
Within the Custom Configuration card, users have the option to enable or disable various features related to callback request forms, appointment URLs, customer forms, and welcome forms
If the callback request form is enabled, users can select either a callback form or specify an appointment URL. For the appointment URL, users can input the desired URL. Additionally, users can choose to enable or disable the customer form. If enabled, users can select Jodo CRM for further customization. Similarly, users can enable or disable the welcome form.
Similarly, users can enable or disable the welcome form. If enabled, users can configure the welcome form, which is a subset of fields found in the customer form, such as mobile number, personal number, and first name.
Users can also select the widget trigger type, either auto-start or custom, and specify the widget starting time, with a maximum limit of 300 seconds.
Once all details are configured, users can save their settings to apply the changes effectively.
Process offers users comprehensive control over customizing and managing various forms and features within the Jodo platform.
Client Information Form / CRM
To access CRM you need to log in with your credentials and navigate to the “toolbar” section, which will redirect you to the welcome page. From there, proceed to “Jodo Services Setting” and click on “configure.” This will lead you to Module Page, select the “Client Information Form/CRM” card.
Inside this, you’ll find “Form” and “Business Script” tabs where you can customize the appearance and language of the customer form and business script.
Choose your preferred language for both tabs.
To add text fields to the customer form, click on the desired field from the right-hand corner and then save. If you want to preview the form you can click on save & preview.
Editing options include changing the label name, adjusting the length, and making fields required.
Use the “move” button to reposition fields.
And the toggle button to enable or disable the fields.
Once satisfied with the form, click on “save” button to save your changes. For a preview of your CRM, click on “Save and Preview,” which will save changes and display the preview in the Call guide tab.
In the “Business Script” tab, you have the option to choose the language. You can set the Business Title, Subtitle, and Text Fields such as “Number,” “First Name,” “Last Name,” etc.
Additionally, you can manually type any desired information about the business into the script. After making changes, click on the “Save” button to save all modifications. You can also click on the “Save and Preview” button to preview your Customer Form.
Jodo for Wordpress
In Jodo for WordPress, we can get Service key and API key which will be required for widget activation. These keys will configured in the Jodo Widget plugin for WordPress.
In “User” module, Administrator will able to add and edit users.
You can access user module :
Jodo services settings < Configure < Users
On Click of user module, all the users linked to the organization will be shown.
A user can Add a new user or can edit an existing one.
If you want to create a new user, just click on “Create new user”.
Then you will have options include uploading a profile image, editing your name, and accessing tabs labeled “About” and “Location”. Additionally, there are input boxes where you can enter your designation, email address, and provide information about yourself.
Within the tabs, you’ll find categories such as contacts, department, working hours, languages spoken, and access type.
The “Contacts” tab allows you to add contact details such as a phone number.
In the “Departments” section, you’ll find various options for selecting different departments. Simply click on the one you’re interested in to make your selection
“Working Hours” section, you’ll find a button labeled “Manage Working Hours.” Clicking on this button will open a dialogue box where you can see several options, including Time Zone, Start Time, End Time, and checkboxes to select working days. After filling in the details, you can click the “Save” button to apply the changes. Additionally, there is a “Cancel” button to close the dialogue box without saving any changes.
In the “Languages” section, you can choose any language you prefer. By default, the language you selected during login is displayed with a star in the top right corner. Then, you can select multiple languages by clicking on them.
In the “Access Type” section, there is a checkbox with two options: “Administrator” and “User”. This allows you to change roles for the users involved in the process.
In the Location Section, users are presented with fields to input their details, including Country, State, City, Zip code, Address 1, and Address 2.
Country, State, and City values can be selected from dropdown menus, which are populated based on filters set as follows:
i) State options are filtered based on the country selected.
ii) City options are filtered based on the state selected.
The location button displays a dialog box that enables users to either set their address to their current live location or search and set the address based on the map search location option.
Business Hours
You can configure “Business Hours” :
Configure Services setting < Configure < Business Hours
In the business hours module, you have the flexibility to tailor your availability based on your business schedule. For each working day, there are toggle buttons conveniently located, allowing you to easily enable or disable specific days. Once enabled, you can select your preferred start and end times, providing clarity on when you’re available to engage with customers.
Moreover, if your business operates in multiple shifts or has varying hours throughout the day, you can select multiple time slots to accurately reflect your availability.
To streamline the process further, you can assign a template name and specify your time zone to ensure consistency and accuracy.
Once all selections are made, simply click on the “Save” button to apply the changes.
By configuring your business hours in this manner, users will only be able to contact you during the specified time slots, enhancing efficiency and communication clarity.
Reports
In the report module you can generate historical reports of your calls. You can find “Report” module at: Jodo Services settings < Configure < Reports
In the “Generate New” option, you can create a report by selecting any of the available report options according to your preference.
After making your selection, pick the file type and set your timing preferences, whether for an immediate or scheduled report. Additionally, you have the option to generate a report within a custom range, including choices like today, yesterday, last 7 days, last 30 days, this month, last month, or a custom range. After configuring your preferences, click on “generate report” to create the report.
If you selected the scheduled type, it will appear in the “Scheduled Report” tab for future reference.
You can view generated reports in the “Generated Report” tab
Callback request form
To configure and create callback request form :
Jodo Service setting :
Jodo services setting < configure < call back request form.
Click on this card to access the default callback form template. Within the Call back request form section, you have the option to view the default callback form by clicking on the “view” button.
Additionally, you can customize your own template by clicking on the “add” button located on the right side of the default callback card.
Upon clicking the add icon, an exact replica of the default callback card will be generated as another card, offering options such as “delete,” “edit,” and “copy” for further customization and management of your callback form templates.
This step-by-step process ensures seamless navigation and customization of callback request forms within the Jodo Toolbar interface, empowering users to tailor their callback forms to their specific needs and preferences.
Once you’ve created your custom callback form template, you have the freedom to personalize it to your liking. You can assign a unique template name, add, delete, and rearrange input boxes as needed. After making your edits, simply save your changes by clicking the “SAVE” button. If you need to remove a custom card, you can do so with the delete button.
Additionally, you can easily duplicate your custom card using the copy button, which includes an auto-paste feature for convenience. This allows you to quickly create and modify similar templates to suit your requirements within the Jodo Toolbar interface.
User Profile
To edit “User Profile”, Click on User profile icon and then click on the User’s name on the welcome page.
When you click on the user profile icon, a new page will appear with several options. These options include uploading a profile image, editing your name, and accessing tabs labeled “About” and “Location”.
Additionally, there are input boxes where you can enter your designation, email address, and provide information about yourself.
In the “Departments” section, there are options available for selecting any department. You can add or edit department from company settings.
“Working Hours” section, you’ll find a button labelled “Manage Working Hours.” Clicking on this button will open a dialogue box where you can see several options, including Time Zone, Start Time, End Time, and checkboxes to select working days. After filling in the details, you can click the “Save” button to apply the changes. Additionally, there is a “Cancel” button to close the dialogue box without saving any changes.
In the “Languages” section, you can choose any language you prefer.
In the “Access Type” section, there is a checkbox with two options: “Administrator” and “User”.
In the Location Section, users are provided with fields to input their details, including Country, State, City, Zip code, Address 1, and Address 2. Alongside these fields, there is a button labelled with the location name. Within this section, users have the ability to make changes to specific points. They can input their country name, state name, city name, zip code, Address 1 details, and Address 2 details. This allows for flexibility and customization according to the user’s location and address requirements.
Company setting
In the company settings you can set up the company profile.
To access company settings :
Jodo services setting < Company settings (Click on the Company setting tab)
You can now set your company logo using the edit function in the logo tab. This logo will also appear on your Jodo Link.
In the “Departments” section, there are options available for selecting any department. You can add or edit department from company settings.
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
Digital Voice, Video and Chat channels via Internet
Digital Voice, Video and Chat connectivity serving multiple delivery locations and home-based agents
Add auto responsive template
PRI terminated at Local Contact Center/Office and Jodo Cloud instance at Data Center
Jodo Widget Integration in Websites
Adding jodo Widgets into existing websites , ecommerce, marketplaces, mobile apps sites a enables the ability to start LIVE Jodo Digital communications or phone communication capabilities. Global Customers in websites, stores, marketplaces can be served direct communications within the software apps / pages.
This document explains various methods of integration offered by Jodo widget API to achieve integration with existing website platforms.
Jodo Widgets offer multiple functionalities that can be enabled /disabled as per business and Cx requirements of your business, please study the same here and define jodo Widget CX delivery in your website/stores etc.
Pre-requisites for using Jodo Widget functionalities are :
Jodo Widgets are authenticated via Jodo World Cloud and you need to have a trial or subscription account in Jodo World Cloud. Kindly register for Trial or Subscription account here. If you have received trial account details from an Avhan executive or Avhan authorized partner, then you can use the same in the authentication step for Jodo Widget integration.
This is the Chat window that will open on the user’s screen when he receives a chat request.
The chat window provides vital customer information to the user. For example the customer’s location, device, and browser details. If the customer has interacted with the user previously, the details of the call will be available in ‘History’. The user can handle 5 concurrent chats at a time.
Users can begin typing their messages in the chat bar, and they can also share documents using the attachment pin or express themselves by sending emoji’s.
You may send a request to start a voice or video call with the customer by clicking on the voice & video buttons. The same chat conversation can be transferred into voice and video call.
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:
Node
M/O
Data type size
Value
Description
method
M
Text
deleteUser
Unique Command for JSON Request. (This method value cannot be changed)
apikey
M
Text
test_org
Unique key map to an organisation. (This API key will change per client organisation)
loginid
M
Text
user12@avhan.com
Email id of user. (needs valid email ID)
reqdatetime
M
Text
2018-11-12 14:00:05
Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
Output Parameters:
Node
Value
Description
method
deleteUser
Unique Command for JSON Response
resdatetime
2018-11-12 14:00:05
Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
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.
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
Jodo Call - live voice connect
Click on the call icon, to start a live voice conversation.
When you click on the call icon, your call will start, and the following window will be displayed.
You have the option to chat and share files, locations, and other information with a business resources even while you’re talking.
You can place your call on mute by clicking on the mute button.
If you click on “end call,” the call will stop, and you’ll switch to chatting only.
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
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 :
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.
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 :
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
Dashboard
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
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
Field
Description
Add
Allows to add a new organization
Organization Name
Shows the name of the organization
Parent Organization
Name of the parent organization
City
Displays the name of city
Edit
Allows to edit the configured organization
Group
Name of the group
View Process
Allows to view the process to which the organization is mapped
View Template
This allows the user to view the templates associated to the particular organisation
Delete
Allows to delete the configured organization
Media Traffic
Media Traffic allows users to monitor all call patches between users and clients. Clicking on the Media Traffic opens a new page where all records are displayed in a table format.
In the Media Traffic interface, there is an option to “Select Process” in the process selection field. By default, all processes are selected. If you wish to add or remove any processes, you can do so by modifying the process field. Additionally, checkboxes are provided for filtering data by Today, Yesterday, Last 7 days, This Month, Last Month, and Custom Range.
In the table, you will find data regarding Process Name, User Name, Customer Name, Media, Date and Time, Disposition, and Location.
To know more about the interaction details, click on user profile.
jodoLink Onboarding Videos
JodoLink Onboarding Videos gives you the Video Solution of Jodo Settings.
Jodo Toolbar
Explanation of the business Jodo User Interface (Toolbar)
Jodo Services
Configure features in your JodoLink Subscription
Jodo Store
How to subscribe to the JodoLink
Company Details
Configure and manage your company details
Advanced Setting
Configure features to define Customer User journey
Customer Form
Setup Customer form to manage customer interaction
Media Traffic allows users to monitor all call patches between users and clients. Clicking on the Media Traffic opens a new page where all records are displayed in a table format.
In the Media Traffic interface, there is an option to “Select Process” in the process selection field. By default, all processes are selected. If you wish to add or remove any processes, you can do so by modifying the process field. Additionally, checkboxes are provided for filtering data by Today, Yesterday, Last 7 days, This Month, Last Month, and Custom Range.
In the table, you will find data regarding Process Name, User Name, Customer Name, Media, Date and Time, Disposition, and Location.
To know more about the interaction details, click on user profile.
There is a filter option where you can apply filter like Date range , Process, Session also you can add filter by using add “+” icon.
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.
Field
Description
Data Display Template
Data Display Template allows to select the data display type for the information to be viewed.
Process
Available process can be selected from the process drop down – this is the process for which the information needs to be viewed.
Queue
Queue drop down allows to select the queue for which the information needs to be displayed.
Status
Queue 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.
Group
Agent Information for a particular group can be viewed by selecting particular group name from the group drop down option.
Message / Send Message
Message 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 Types
Barge In Type allows to barge in the call, Types of barge in allowed by the system are – Silent,Coaching and Conference.
Silent/ Coaching/ Conference
Silent: 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 Agents
Selecting 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:
Node
M/O
Data type size
Value
Description
Method
M
Text
ImportProcessData
Unique Command for JSON Request. (This method value cannot be changed)
apikey
M
Text
test_org
Unique key mapped to an organisation. (API key will change according to client organisation)
servicekey
M
Text
VoiceProcess
Unique key mapped to the voice media process. (Service key will change according to client process)
Media
M
Text
11
Media 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
Customer data in JSON Array (Needs mobile number, name, email ID).
updateparam
M
Text
Mobilenumber / customercode / crmuniquefield
The parameter used for data check to update and insert data. (like Mobile number or Customer code or CRM unique field)
reqdatetime
M
Text
2018-11-12 14:00:05
Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
CallDateTime
O
2018-11-12 14:00:05
Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
Calltype
O
5
Refer table below for call type values
userlogin
O
test@avha.com
Valid 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:
Node
Value
Description
method
Reallocatedata
Unique Command for JSON Response
resdatetime
2018-11-12 14:00:05
Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
status
001
Refer the status parameter table
statusdesc
success
status parameter description
Return Value: This API returns one of responses listed below in JSON format.
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 tab on the toolbar shows all the communication history handled by the agent for the selected date range and process.
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
After a successful login, you’ll be directed to this page.
This welcome page offers access to comprehensive Jodo Link documentation through buttons located below, including Quick Tutorial, Quick Start, FAQs, and Troubleshooting.
Click on the new import to create new import file.
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.
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.
Parameter
Description
Data Type
Example
1
dispoMasterId
Disposition Master value
int
6
2
dispoReasonId
Disposition reason value
int
12
3
dispomatertext
Human readable value of Disposition
String
Not Interested
4
disporeasontext
Human readable value of Reason
String
Call after 3 months
5
callbackDate
Selected 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 23:10:10
Date
31/03/12 01:08
6
CallbackContactNo
Callback Contact Number for call back status.
String
09878564321
7
nAuditCode
Audit Flag – identified if interaction needs to be audited
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.
Parameter
Description
Data Type
Example
1
phoneNo
Phone number to be dailed
Text
0676779289
2
processld
Jodo World Process Identifier
int
12
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
Command
Description
EndCall
Call is terminated successfully
EndCallFailed
Failed end data
Hold Call
Purpose:
This method is used to put active call on hold.
HoldCall();
Response is communicated in event handler
Command
Description
holdsuccess
Call is placed on hold
holdfailed
Failed 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
Command
Description
unholdsuccess
CAll is unhold from hold successfully
unholdfailed
Failed 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.
Parameter
Description
Data Type
Example
1
Nstatus
Status Code
int
12
Request
var newstatus = {
“status”;1
}
Agent Status Codes
Status Code
Description
1
Available/ Ready
11
Not Available / Not Ready
12
User defined code 1
13
User defined code 2
Response is communicated in event handler
astatus
Description
astatus
Indicate Change in Agent Status
Message
Indicate 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);
This is the Chat window that will open on the user’s screen when he receives a chat request.
The chat window provides vital customer information to the user. For example the customer’s location, device, and browser details. If the customer has interacted with the user previously, the details of the call will be available in ‘History’. The user can handle 5 concurrent chats at a time.
Users can begin typing their messages in the chat bar, and they can also share documents using the attachment pin or express themselves by sending emoji’s.
You may send a request to start a voice or video call with the customer by clicking on the voice & video buttons. The same chat conversation can be transferred into voice and video call.
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.
To get started, kindly provide your payment information and click the “Start Trial” button.
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.
PRI terminated at Local Contact Center/Office and Jodo Cloud instance at Data Center
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
PRI/SIPs in Data Center, Agents in different office locations connected over MPLS/VPN over broadband
Jodo Toolbar (JT) is the user application that lets you interact with the customer when they reach out to you using Digital communication channels embedded in your website, e-commerce portal, business / mobile apps or any other digital asses.
Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device. All conversations on Jodo are recorded.
The Jodo toolbar provides access to various functions which is present at left hand side :
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.
Jodo Toolbar - Chat
This is the Chat window that will open on the user’s screen when he receives a chat request.
The chat window provides vital customer information to the user. For example the customer’s location, device, and browser details. If the customer has interacted with the user previously, the details of the call will be available in ‘History’. The user can handle 5 concurrent chats at a time.
Users can begin typing their messages in the chat bar, and they can also share documents using the attachment pin or express themselves by sending emoji’s.
You may send a request to start a voice or video call with the customer by clicking on the voice & video buttons. The same chat conversation can be transferred into voice and video call.
Jodo Toolbar - Voice Call
To initiate the voice call you have to click on the call button.
When user click on call button, a call request is sent to the customer and a voice call is initiated after the customer accept the voice call request.
User may continue to chat during the voice call by typing in chat bar.
You have various options after voice call getting connected such as Mute, Hold, Conference, Image, Video, Screenshare, etc. As shown in the picture below.
Mute : You can mute yourself using the Mute buttons.
Hold : You can put the caller on hold if required using the Hold button.
Conference : The Agent also has the conference option via which they can start the conference with the Third-party or with the internal team member.
Image : The image option helps the Agent to take a live image of a customer.
Video : You can easily convert your ongoing voice call into a video call by clicking on the video button.
Library : You can help the customer by sharing the relevant documents via the library.
Request Customer Screen : You may request to see the customer’s screen using the ‘Request customer screen option’.
Share My Screen : You may assist your customer by sharing your screen using the ‘Share my Screen’ option.
End : Clicking on the End button will end your voice call – your chat connection will continue.
End Session : The end session ends the entire communication session with the customer.
Jodo Toolbar - Video Call
To start a video call with a customer, click on the Video button as shown below.
A request to accept the Video call is then sent to the customer.
After the customer accepts the request, following request comes to user to proceed with the video call.
Following window will be displayed, once the video call is initiated.
User have the option to pause the video by clicking on the “Pause” button.
Selecting “Pause” will hide user video screen from the other end.
Then window will look as shown in picture below.
To resume the video, simply click on the “Resume” option.
If you want to end the video call, simply click on “End” option.
Scriptor
Jodo provides a scriptor to facilitate a smooth conversation with the customer. The scriptor can have dynamic fields populated with the information from the CRM. Script Templates are created by the Admin. You can create multiple templates and map the appropriate template to a process.
Screen Sharing
To provide assistance to the customer, the user may want to share his / her screen. This is done using the ‘Share my Screen’ option.
When you press ‘Share my screen,’ a new tab appears, just like in the picture. You can choose to share your whole screen, a specific window, or a browser tab.
You can also request to see the customer’s screen using the ‘Request customer screen’ option.
Call Info
The Call info tab provides valuable information about the customer to the user:
This includes the customer’s device, browser, the OS of the device, the customer’s location from where the call is originated product details and the available bandwidth of the customer .and also the details of the product from which the call is originated.
Jodo CRM
This is Jodo’s integrated CRM.
The CRM will show the customer’s name and other information that is captured from the welcome web form filled up by the customer while setting up the call. The other fields will be populated from the data available in the database.
For a repeat customer, Jodo can populate this information using cookies stored from the previous call.
The customer data can also be updated/edited during the call as shown in following picture. This information will be saved to the database.
Document Sharing
Agent has access to the library which is Jodo’s content store – all curated content that an organization may wish to allow the agent to share with the customer is stored here.
The agent can additionally share other documents available on his local machine by using the attachment pin in the chat-bar.
If required, the attachment pin can be disabled.
Disposition/ Call Outcome
Jodo offers 2-level dispositions – Once the conversation is over and the user ends the session, the user must select dispose master for the call and define a call outcome by selecting the appropriate Status and the reason for the call and then save it.
The user has the option to add his / her notes or remarks pertaining to the call.
Jodo Toolbar - Dashboard
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
Jodo Toolbar - Media Traffic
The image displayed here is the Media Traffic Window – it shows media handled by the user for the selected date range. It shows the channel on which the call connected.
To know more about the interaction details, click on “>”.
Clicking on “>” button provides you with the complete details of the call. You can see the transcript of the chat conversation, Customer CRM, Session details, Action.
The user can retrieve data according to the selected process.
Jodo Email
Jodo email integrates with the customer’s email client within the toolbar, enabling user to manage it in a single interface.
All incoming emails can be centralized in a common inbox where the team lead has the capability to send emails to team members or all users.
Users can respond to customers using predefined email templates, which helps them avoid mistakes.
Social Media
Jodo Social Media enables users to manage multiple social media platforms, including Instagram, Facebook, Twitter, etc., all within a single interface.
This feature enables users to post on social media and facilitates responses to posts and comments through predefined templates.
Library
When you click on the ‘Library’ tab, which is highlighted below, you can view predefined content that can be shared with the customer during a voice call.
Calender
The calendar can be used to schedule a call or a meeting with the customer. Users can also set a reminder for important events.
To access the calendar, click on the calendar icon in the right hand toolbar.
Location
The customer’s live location is automatically recorded and can be accessed by the user through the location screen. To view the customer’s location screen or map, simply click on the pin icon in the toolbar.
Team Messaging
User can message each other to seek assistance or user guide.
Jodo Reports
The Jodo report is an administrative access tab.
The Jodo 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, Data range, CRM range, Chat range, Email range, Digital range, Social range, SMS range,
Generate Reports assists the Supervisor in retrieving all types of reports from the report module.
Existing Reports contain all generated reports organized by date range. The Supervisor can access all historical data via reports in the existing report module.
Steps to generate the scheduled reports:
Step 1: Click on the report you want to schedule on the Home page.
Step 2:Click on the generate report
Step 3:A window will pop up asking for all the details.
Step 4:Select report type “Scheduled” and fill in all the required information asked.
Step 5:Click on generate and the required report will be fetched.
All the scheduled reports can be seen Under the Scheduled Reports tab on the left-hand side of the Report Module.
Agent Login Summary provides us with detailed information about the Agent’s logged-in Date, Login Id, and Name.
It shows the Agent’s login time, his/her logout time, Total time the Agent was logged in.
It also provides the Total call count handled by the Agent.
Jodo Global
Jodo Global platform is used for registering and managing entity details within the organization. It allows users to input key information such as entity name, office type, address, pincode, district, and city. The interface supports additional configuration through tabs for products, languages, employee assignments, work calendars, functions, media uploads, access devices, and associated processes. Integrated with a map view for location accuracy, this module helps streamline operational setup, administrative alignment, and branch-level data management in a centralized manner.
Meeting
Jodo Meeting is Virtual Business Room(VBR) which 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. User can also scheduled meeting with other users for assistance or user guide.
You can search here for scheduled meetings by meeting name.
User can create a new meeting by clicking on “add”.
Process Name
The text highlighted on the screen below displays the name of the process from which the call is initiated.
Jodo Online
The Jodo Online Monitoring module provides the supervisor with a real-time online overview of all field operations carried out by the user.
The Jodo Online allows supervisor to change the status of the User. If the user 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.
To change the status of the user, supervisor have to select the user first.
Team Messaging enables the supervisor to communicate with an internal team member. When they are on the call, the supervisor can guide the user by message and can also resolve the user’s questions.
Card views are useful for changing the UI look of a card form. The layout can be designed in accordance with the supervisor.
Delete: The Delete option assists the supervisor in removing unneeded boxes. Edit: The Edit option allows you to change the box setup in real-time. Export: If the supervisor wants to save the layout box on his device, the export option is available.
The supervisor has complete control over creating a layout by adding it via ADD Layout. He can then edit the layout to meet his needs using the EDIT Layout option. Any unneeded layout can be removed using the DELETE Layout option.
Status of User
Once the user has logged in, it will go into “Ready” status.
The status also shows the time duration in which the agent is currently in.
Users can change their status from the preset options displayed on the screen below.
If the user is on call, then it will change to “Talking”/”Live Session”.
And once the call or chat is ended, it will go into “Wrap Up,” where the user can select the dispositions.
Bandwidth Indicator
The user can see their bandwidth on the highlighted icon below.
Other Web Applications
We can call web applications through API/URL and showcase them in tabs within the toolbar, as shown in the screen below.
Jodo Toolbar - Voice Call
To initiate the voice call you have to click on the call button.
When user click on call button, a call request is sent to the customer and a voice call is initiated after the customer accept the voice call request.
User may continue to chat during the voice call by typing in chat bar.
You have various options after voice call getting connected such as Mute, Hold, Conference, Image, Video, Screenshare, etc. As shown in the picture below.
Mute : You can mute yourself using the Mute buttons.
Hold : You can put the caller on hold if required using the Hold button.
Conference : The Agent also has the conference option via which they can start the conference with the Third-party or with the internal team member.
Image : The image option helps the Agent to take a live image of a customer.
Video : You can easily convert your ongoing voice call into a video call by clicking on the video button.
Library : You can help the customer by sharing the relevant documents via the library.
Request Customer Screen : You may request to see the customer’s screen using the ‘Request customer screen option’.
Share My Screen : You may assist your customer by sharing your screen using the ‘Share my Screen’ option.
End : Clicking on the End button will end your voice call – your chat connection will continue.
End Session : The end session ends the entire communication session with the customer.
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:
Node
M/O
Data type size
Value
Description
method
M
Text
userStatus
Unique Command for JSON Request. (This method value cannot be changed)
apikey
M
Text
test_org
Unique key assigned to an organisation. (API key will change per client organisation)
servicekey
M
Text
VoiceProcess
Unique key map to the process. (This service key will change per client process)
loginids
M
Text
[“rupesh.v@avhan.com”,”t est@avhan.com”],
Jodo user login id
reqdatetime
M
DateTime
2018-11-12 14:00:05
Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
Output Parameters:
Node
Value
Description
method
userStatus
Unique Command for JSON Response
resdatetime
2018-11-12 14:00:05
Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
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?!
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.
Field
Description
Date
Bulk user request status can be viewed by selecting date range Eg. From Date and To Date
Show
This will display the Request status based on the date range selected
Search
User can enter the process name and search.
Display
It 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 ID
Every request is assigned a unique request ID.
Request Date Time
It shows the date and time of the request.
File Name
It shows the name of the file.
Delimiter
It shows the delimiter used for the file.
Username
It shows the name of the user associated with the file.
Process Date Time
It shows the name of the user associated with the file.
Status Description
It shows the name of the user associated with the file.
Imported
It shows the name of the user associated with the file.
Rejected
It shows the name of the user associated with the file.
Download
The 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.
Field
Description
Group
It shows us the name of the group.
Back
It 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.
Field
Description
Group Name
It shows us the name of the group.
Process Name
Proper Process / Campaign name needs to be defined.
Process Mode
It shows us the mode of the process.For eg:Messenger,Progressive,Predictive,Scrubber
Status Description
It shows us the status of a particular process.For eg:Started,Paused,Configuration,Abandent.
From date
Start Date when the process is created.
To Date
Start Date when the process is created.
Search
User can enter the process name and search.
Display
It 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.
Back
It directs us to the group creation and management page.
Associated Roles
It shows us the list of associated roles to a particular group.
Field
Description
Group
It shows us the name of the group.
Back
It 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.
Field
Description
Group
User can choose for the required group name.
Organization
User can choose for the required organizations name.
Manual
Enable on Manual will assign permission of manual dialing to the selected user.
Preview
Enable on Preview will assign permission of preview dialing to the selected user.
Display
It 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.
Apply
It displays the list of users as per the organization and group name selected.
Digital Voice, Video and Chat connectivity serving multiple delivery locations and home-based agents
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
Media Traffic
Media Traffic allows users to monitor all call patches between users and clients. Clicking on the Media Traffic opens a new page where all records are displayed in a table format.
In the Media Traffic interface, there is an option to “Select Process” in the process selection field. By default, all processes are selected. If you wish to add or remove any processes, you can do so by modifying the process field. Additionally, checkboxes are provided for filtering data by Today, Yesterday, Last 7 days, This Month, Last Month, and Custom Range.
In the table, you will find data regarding Process Name, User Name, Customer Name, Media, Date and Time, Disposition, and Location.
To know more about the interaction details, click on user profile.
There is a filter option where you can apply filter like Date range , Process, Session also you can add filter by using add “+” icon.
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.
Subscribing to jodoLink services
In this section, we shall see how to subscribe to the jodoLink services.
This video shows you how to subscribe to jodoLink services
https://store.avhan.com is our online store where a customer can subscribe to Jodo Services. Click on Get Started to subscribe to our link service.
New user registration
You are entitled to a 7 days free trial and your subscription will begin at the end of the free trial.
To get started, kindly provide your payment information and click the “Start Trial” button.
Welcome Mail
This is the welcome mail you will receive after finishing the setup.
jodoLink subscription confirmation mail
When you complete the subscription process for Jodo Link, you will receive a confirmation mail with the subscription details.
For a first-time setup, you will need the OTP mentioned in this mail. The mail also provides you the Jodo Link that you can share with your business audience.
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
Field
Description
Add New Organization
Allows to add basic details of the organization like Parent Organization Name, Address line, Country, State, City
Next
Saves the details and directs to the next page
Client Information Form / CRM
To access CRM you need to log in with your credentials and navigate to the “toolbar” section, which will redirect you to the welcome page. From there, proceed to “Jodo Services Setting” and click on “configure.” This will lead you to Module Page, select the “Client Information Form/CRM” card.
Inside this, you’ll find “Form” and “Business Script” tabs where you can customize the appearance and language of the customer form and business script.
Choose your preferred language for both tabs.
To add text fields to the customer form, click on the desired field from the right-hand corner and then save. If you want to preview the form you can click on save & preview.
Editing options include changing the label name, adjusting the length, and making fields required.
Use the “move” button to reposition fields.
And the toggle button to enable or disable the fields.
Once satisfied with the form, click on “save” button to save your changes. For a preview of your CRM, click on “Save and Preview,” which will save changes and display the preview in the Cal guide tab.
In the “Business Script” tab, you have the option to choose the language. You can set the Business Title, Subtitle, and Text Fields such as “Number,” “First Name,” “Last Name,” etc.
Additionally, you can manually type any desired information about the business into the script. After making changes, click on the “Save” button to save all modifications. You can also click on the “Save and Preview” button to preview your Customer Form.
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.
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.
Click to dial
Once the sign-in to Jodo is completed, all communications will be enabled and are handled from within the app itself. A user can initiate a call by clicking on the call icon within the app.
Screen pop
If the screen pop is enabled, the customer record will be displayed on the user’s screen.
Call function
Users have all the standard communication options like Conference, Hold, Call Transfer, etc.
Workflow integration
Jodo supports multiple workflow integrations, users can assign disposition or reasons as well as next action steps at end of the customer conversations in Jodo Widget as shown here.
Disposition
The status or next steps entered in Jodo can be automatically updated in the integrated applications for each customer record.
Recording
All customer communications are recorded and the recording link can be sent to the business app. Recordings are stored in the cloud and will be available for one month using the link.
Integrating Jodo Cloud
Integrating Jodo Cloud Framework with any application may take a FEW hours only. Adopt Jodo and transform your business into a Direct 2 Customer global business. To know more, connect with us at www.avhan.com.
HA Architecture - If any Jodo Cloud Telephony Server node fails
Process Filtration to Retrieve Recording
Process filtration tab allows to set filter based organization and process details, it also allows to select the media type for which the recording needs
to be extracted.
Eg. Voice In, Voice Out or Blended
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. * indicates mandatory field
Process
Based on selection of organization it will display the process name which are mapped to a particular organization. Process-wise Recording can be generated by selecting All option or specific Process name.
Session
This give selection of session to retrieve the recordings for Active/Inactive sessions.
Media
This displays all the Media which are associated to Process for which the recordings have to be retrieved. * indicates Mandatory field
Add
Post selection of Process click on Add button which will display on session Name Screen Tab.
Session Name
Select at least one session for which recordings have to be retrieved
Selected criteria
Selecting Criteria display all the fields which are added if any one fields needs to be removed from it than we need to check that field and click on remove button.
Filter Name
Define a Filter Name which will be a template defined for the selection criteria and can be used in future to retrieve the recordings of the same filter.
Data Display Template
It gives an option to select the Data Display Template which will display all the fields which are selected For Eg:-Agent Name Duration of Talking Time Wrap-Up Time Agent extension All Fields will be viewed while generating Recording
Progressive Dialing mode
Calendar
After clicking the calendar icon, the calendar will open up, displaying scheduled events and the current date. Check out different ways to look at your calendar, like by day, week, or month also you can manage events directly within the calendar interface.
You create an event in the calendar,
Steps:
Select Date/Time: Click on a date or time slot on the calendar where you want to add an event.
Open Add Event Popup: A pop-up window titled “Create an Event” will appear.
Fill Event Details: Enter the event details such as title, description, location, and set reminders as needed.
Select Attendees: Choose attendees from a list of pre-existing business associates. If adding customers, provide their email addresses.
Confirm Event Creation: After filling in the details, click on the “Finish” button to confirm event creation.
Confirmation Emails: Attendees will receive confirmation emails once the event is successfully created.
7. Edit or Delete Events: If needed, you can edit or delete events later on.
8. Prevent Scheduling in the Past: If you attempt to select a past date or time, a pop-up message will remind you to check the date and time selection.
Routing and traffic management for business processes
Campaign Routing and traffic handling (ACD) gives the detailed information of all the activities of ACD. It helps to monitor the overall performance of the processes as it shows the information like total calls disconnected in IVR, total calls offered, total calls answered etc.
Field
Description
Data Display Template
Data Display Template allows us to select the data display template from the drop down
Process
Process drop down allows to select the process for which the Process ACD details needs to be viewed. Process ACD shows information according to the data display template. Information saved in the process ACD is Process Name, Organization Name, Queue Name, Total logged in agents, Inbound logged in agents, outbound logged in agents, total calls connected in IVR, total calls offered, total calls waiting in ACD queue, total calls answered total calls held, transferred etc.
How to create a process
Exsisting Report
Existing Reports have all the generated reports separated by their date range. The agent can track all the data from the past via reports present in the existing report module
Click on the Maps icon to share your location with your contact. Map with your location will be shown in the chat window. You can share it with your contact by clicking on send.
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 C3 media Traffic
Media traffic tab on the toolbar shows all the communication history handled by the agent for the selected date range and process.
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.
Jodo C3 Manual dialing
The toolbar allows the user to start a call and connect with their customer with the help of the Manual dialing function. The User needs to select the Process via which they want to make a call and enter the number manually in the dial pad.
You can have Preview dialing, Call back tabs added in your Voice tab,
Jodo C3 preview dialing
The toolbar allows the user to start a call and connect with their customer with the help of the Preview dialing function. The User needs to first select the process and then select the number present from the preview list to make a call. Once the number is dialed out the number gets deleted from the list.
The Admin has the right to update and upload the list.
Jodo C3 Call-Back
Whenever a callback is requested the agents can see the calls on the callback tab. Firstly need to select date range and process. Clicking on the callback tab the agent can dial out the customers from the list. Once the customer is dialed the number will be deleted from the list.
Jodo Media Control
On an active tab, the communication control is available on the Agent screen, with the help of which the Agent performs the following activities “End” “Mute,” “Hold,” and so on. , and initiate a conference call with the internal, external, and user while on the phone.
Jodo Scriptor
Jodo provides a scriptor to facilitate a smooth conversation with the customer. The Scriptor can have dynamic fields populated with the information from the CRM. Script Templates are created by the Admin. Multiple templates can be created as per the process
Jodo C3 CRM
This is Jodo’s integrated CRM.
The CRM will show the customer’s name and other information that is captured from the welcome web form filled up by the customer while setting up the call. The other fields will be populated from the data available in the database.
The customer data can also be updated/edited during the call. This information will be saved to the database.
Jodo Disposition
Once the conversation is over or the user ends the session, the user must select dispose of master for the call/define a call outcome by choosing the appropriate Status and the reason for the call and then save it.
Jodo Social Media
This tab allows user to post on social media and also help in giving reply to the posts and comments on the post.
Jodo E-mail
Email allows you to send an email to the customer while you are on the call.
You can add a cc & bcc to the sender’s list.
Configure Jodo Services Settings
Click on the Jodo Service tab from the left-hand side toolbar. You may start configuring your Jodo Services from the configure tab as shown in the picture below.
Reallocate Data
Purpose:
This function is used to reallocate data or tasks to a particular user.
Use Case:
Reallocate data when a user is absent or has left organization and will not be able to handle scheduled calls. In such cases, data needs to be reallocated to other Jodo users to meet the scheduled call goal. Option to reallocate data should be added to CRM / Business application.
User Input Parameters:
Node
M/O
Data type size
Value
Description
method
M
Text
Reallocatedata
Unique Command for JSON Request. (This method value cannot be changed)
apikey
M
Text
test_org
Unique key assigned to an organisation. (API key will change according to client organisation)
servicekey
M
Text
VoiceProcess
Unique key assigned to the process. (Service key will change according to client process)
contactnumber
M
Text
7507959484
User contact number. (e.g. Phone number or Mobile number)
login
M
Text
Tanmay.k@dev1
Reassign login (needs email ID)
calldatetime
O
Text
2018-11-10 09:00:00
Call Date and Time
customercode
O
Integer
Unique customer code
reqdatetime
M
Text
2018-11-12 14:00:05
Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
Output Parameters:
Node
Value
Description
method
reallocatedata
Command for JSON Response
resdatetime
2018-11-12 14:00:05
Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
Jodo Toolbar (JT) is the user application that lets you interact with the customer when they reach out to you using Digital communication channels embedded in your website, e-commerce portal, business / mobile apps or any other digital asses.
Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device. All conversations on Jodo are recorded.
The Jodo toolbar provides access to various functions which is present at left hand side :
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.
Jodo Toolbar (JT) is the user application that lets you interact with the customer when they reach out to you using Digital communication channels embedded in your website, e-commerce portal, business / mobile apps or any other digital asses.
Jodo Toolbar will allow you to interact via Chat, Voice, and Video from any smart device. All conversations on Jodo are recorded.
The Jodo toolbar provides access to various functions such as :
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.
In the toolbar, the bandwidth indicator shows how much data a user is using or has available.
Jodo Toolbar - Chat
This is the Chat window that will open on the user’s screen when he receives a chat request.
The chat window provides vital customer information to the user. For example the customer’s location, device, and browser details. If the customer has interacted with the user previously, the details of the call will be available in ‘History’. The user can handle 5 concurrent chats at a time.
Users can begin typing their messages in the chat bar, and they can also share documents using the attachment pin or express themselves by sending emoji’s.
You may send a request to start a voice or video call with the customer by clicking on the voice & video buttons. The same chat conversation can be transferred into voice and video call.
Jodo Toolbar - Voice Call
To initiate the voice call you have to click on the call button.
When user click on call button, a call request is sent to the customer and a voice call is initiated after the customer accept the voice call request.
User may continue to chat during the voice call by typing in chat bar.
You have various options after voice call getting connected such as Mute, Hold, Conference, Image, Video, Screenshare, etc. As shown in the picture below.
Mute : You can mute yourself using the Mute buttons.
Hold : You can put the caller on hold if required using the Hold button.
Conference : The Agent also has the conference option via which they can start the conference with the Third-party or with the internal team member.
Image : The image option helps the Agent to take a live image of a customer.
Video : You can easily convert your ongoing voice call into a video call by clicking on the video button.
Library : You can help the customer by sharing the relevant documents via the library.
Request Customer Screen : You may request to see the customer’s screen using the ‘Request customer screen option’.
Share My Screen : You may assist your customer by sharing your screen using the ‘Share my Screen’ option.
End : Clicking on the End button will end your voice call – your chat connection will continue.
End Session : The end session ends the entire communication session with the customer.
Jodo Toolbar Video Call
To start a video call with a customer, click on the Video button as shown below.
A request to accept the Video call is then sent to the customer.
After the customer accepts the request, following request comes to user to proceed with the video call.
Following window will be displayed, once the video call is initiated.
User have the option to pause the video by clicking on the “Pause” button.
Selecting “Pause” will hide user video screen from the other end.
Then window will look as shown in picture below.
To resume the video, simply click on the “Resume” option.
If you want to end the video call, simply click on “End” option.
Scriptor
Jodo provides a scriptor to facilitate a smooth conversation with the customer. The scriptor can have dynamic fields populated with the information from the CRM. Script Templates are created by the Admin. You can create multiple templates and map the appropriate template to a process.
Screen Sharing
To provide assistance to the customer, the user may want to share his / her screen. This is done using the ‘Share my Screen’ option.
When you press ‘Share my screen,’ a new tab appears, just like in the picture. You can choose to share your whole screen, a specific window, or a browser tab.
You can also request to see the customer’s screen using the ‘Request customer screen’ option.
Call Info
The Call info tab provides valuable information about the customer to the user:
This includes the customer’s device, browser, the OS of the device, the customer’s location from where the call is originated product details and the available bandwidth of the customer .and also the details of the product from which the call is originated.
Jodo CRM
This is Jodo’s integrated CRM.
The CRM will show the customer’s name and other information that is captured from the welcome web form filled up by the customer while setting up the call. The other fields will be populated from the data available in the database.
For a repeat customer, Jodo can populate this information using cookies stored from the previous call.
The customer data can also be updated/edited during the call as shown in following picture. This information will be saved to the database.
Document Sharing
Agent has access to the library which is Jodo’s content store – all curated content that an organization may wish to allow the agent to share with the customer is stored here.
The agent can additionally share other documents available on his local machine by using the attachment pin in the chat-bar.
If required, the attachment pin can be disabled.
Disposition / Call Outcome
Jodo offers 2-level dispositions – Once the conversation is over and the user ends the session, the user must select dispose master for the call and define a call outcome by selecting the appropriate Status and the reason for the call and then save it.
The user has the option to add his / her notes or remarks pertaining to the call.
Jodo Toolbar - Dashboard
The dashboard on the Jodo toolbar gives the detailed analytics of various media of user status summary and the calls managed for selected timeline or date range. The time scale changes dynamically.
The total handled interactions considers the various media through which the calls were handled.
Jodo Toolbar - Media Traffic
The image displayed here is the Media Traffic Window – it shows media handled by the user for the selected date range. It shows the channel on which the call connected.
To know more about the interaction details, click on “>”.
Clicking on “>” button provides you with the complete details of the call. You can see the transcript of the chat conversation, Customer CRM, Session details, Action.
The user can retrieve data according to the selected process.
Jodo Email
Jodo email integrates with the customer’s email client within the toolbar, enabling user to manage it in a single interface.
All incoming emails can be centralized in a common inbox where the team lead has the capability to send emails to team members or all users.
Users can respond to customers using predefined email templates, which helps them avoid mistakes.
Social Media
Jodo Social Media enables users to manage multiple social media platforms, including Instagram, Facebook, Twitter, etc., all within a single interface.
This feature enables users to post on social media and facilitates responses to posts and comments through predefined templates.
Library
When you click on the ‘Library’ tab, which is highlighted below, you can view predefined content that can be shared with the customer during a voice call.
Calendar
The calendar can be used to schedule a call or a meeting with the customer. Users can also set a reminder for important events.
To access the calendar, click on the calendar icon in the right hand toolbar.
Location
The customer’s live location is automatically recorded and can be accessed by the user through the location screen. To view the customer’s location screen or map, simply click on the pin icon in the toolbar.
Team Messaging
User can message each other to seek assistance or user guide.
Jodo reports
The Jodo report is an administrative access tab.
The Jodo 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, Data range, CRM range, Chat range, Email range, Digital range, Social range, SMS range,
Generate Reports assists the Supervisor in retrieving all types of reports from the report module.
Existing Reports contain all generated reports organized by date range. The Supervisor can access all historical data via reports in the existing report module.
Steps to generate the scheduled reports:
Step 1: Click on the report you want to schedule on the Home page.
Step 2:Click on the generate report
Step 3:A window will pop up asking for all the details.
Step 4:Select report type “Scheduled” and fill in all the required information asked.
Step 5:Click on generate and the required report will be fetched.
All the scheduled reports can be seen Under the Scheduled Reports tab on the left-hand side of the Report Module.
Agent Login Summary provides us with detailed information about the Agent’s logged-in Date, Login Id, and Name.
It shows the Agent’s login time, his/her logout time, Total time the Agent was logged in.
It also provides the Total call count handled by the Agent.
Jodo Global
Meeting
Jodo Meeting is Virtual Business Room(VBR) which 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. User can also scheduled meeting with other users for assistance or user guide.
You can search here for scheduled meetings by meeting name.
User can create a new meeting by clicking on “add”.
Process Name
The text highlighted on the screen below displays the name of the process from which the call is initiated.
Jodo Online
The Jodo Online Monitoring module provides the supervisor with a real-time online overview of all field operations carried out by the user.
The Jodo Online allows supervisor to change the status of the User. If the user 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.
To change the status of the user, supervisor have to select the user first.
Team Messaging enables the supervisor to communicate with an internal team member. When they are on the call, the supervisor can guide the user by message and can also resolve the user’s questions.
Card views are useful for changing the UI look of a card form. The layout can be designed in accordance with the supervisor.
Delete: The Delete option assists the supervisor in removing unneeded boxes. Edit: The Edit option allows you to change the box setup in real-time. Export: If the supervisor wants to save the layout box on his device, the export option is available.
The supervisor has complete control over creating a layout by adding it via ADD Layout. He can then edit the layout to meet his needs using the EDIT Layout option. Any unneeded layout can be removed using the DELETE Layout option.
Status of user
Once the user has logged in, it will go into “Ready” status.
The status also shows the time duration in which the agent is currently in.
Users can change their status from the preset options displayed on the screen below.
If the user is on call, then it will change to “Talking”/”Live Session”.
And once the call or chat is ended, it will go into “Wrap Up,” where the user can select the dispositions.
Bandwidth Indicator
The user can see their bandwidth on the highlighted icon below.
Other web applications
We can call web applications through API/URL and showcase them in tabs within the toolbar, as shown in the screen below.
jodo QA Filter
The filter option assists the supervisor in extracting data by allowing him to create the filter of his choice.
Click to dial
Once the sign-in to Jodo is completed, all communications will be enabled and are handled from within the app itself. A user can initiate a call by clicking on the call icon within the app.
Banner ads
Step 1:- Attach Jodo Link to some banner ads and start LIVE Conversations with your business. You can start Direct to Customer business globally in minutes.
Step 2:- Use Jodo Link with your Banner ads and transform your business, start interacting with your customers.
Step 3:- When your customers click on the banner ad it will connect with your business on live chat, voice, or video calls.
Step 5:- Clicking on the banner ad opens a jodo Link webpage page on your device. Each jodo link is unique and opens a subscriber’s page.
Step 6:-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
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.
Parameter
Description
Data Type
Example
1
dispoMasterId
Disposition Master value
int
6
2
dispoReasonId
Disposition reason value
int
12
3
dispomatertext
Human readable value of Disposition
String
Not Interested
4
disporeasontext
Human readable value of Reason
String
Call after 3 months
5
callbackDate
Selected 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 23:10:10
Date
31/03/12 01:08
6
CallbackContactNo
Callback Contact Number for call back status.
String
09878564321
7
nAuditCode
Audit Flag – identified if interaction needs to be audited
Click on the video icon to start a video call with live Agent.
A red indicator on the widget indicates that all ongoing live conversations are being recorded.
During the video call, if you still want to continue your chat conversation. You can just click on chat icon.
You have the option to pause the video by clicking on the “pause video” button.
Selecting “pause video” will hide your video screen from the other end.
To resume the video, simply click on the “resume video” option.
Clicking on end will only end the video, your chat and call will continue.
Team Messaging
Team Messaging enables the supervisor to communicate with an internal team member. When they are on the call, the supervisor can guide the counselor by message and can also resolve the counselor’s questions.
Event handler is important part of communication between Jodo and Business Application. Events sent by Jodo are received in this method and processed as required. It is recommended not to block this method and push events in queue for processing if it takes longer time.
function callURL(a)
{
console.log("Response from Jodo World ::" + a);
var data = JSON.parse(a);
var ncommand = JSON.stringify(data.command);
var message = JSON.stringify(data.message);
console.log("command: " + ncommand + " message: " + message);
try
{
if (data.command === "astatus")
{
if (data.message === "Available" || data.message === "available")
{
callflag = 0;
// Agent is available to receive calls
console.log("Agent is available to receive calls");
document.getElementById("acsstatus").innerHTML = "Available";
// disable / hide Avaiable button and show / enable Not Available button
}
if (data.message === "NotAvailable" || data.message === "notavailable")
{
// Agent is available to receive calls
console.log("Agent is Not available to receive calls");
document.getElementById("acsstatus").innerHTML = "Not Available";
// disable / hide Not Avaiable button and show / enable Available button
}
else if (data.message === "Dialing" || data.message === "dialing")
{
// Call is being dialed
document.getElementById("acsstatus").innerHTML = "Dialing";
// disable / hide Not Avaiable / Avaiable / Dial button
}
else if (data.message === "Talking" || data.message === "talking")
{
// Agent is talking to customer
// Show & Enable Hold Button
document.getElementById("acsstatus").innerHTML = "Talking";
// disable / hide Not Avaiable / Avaiable / Dial button
$("#callend").show();
$("#callhold").show();
$("#callunhold").hide();
}
else if (data.message === "preview")
{
// Agent entered in preview mode
document.getElementById("acsstatus").innerHTML = "Preview";
}
else if (data.message === "calltransfer")
{
// Agent entered in calltransfer mode
document.getElementById("acsstatus").innerHTML = "calltransfer";
}
else if (data.message === "EndCall")
{
// End call successful
// Enable MakeCall button
$("#callend").hide();
$("#callhold").hide();
$("#callunhold").hide();
$("#dispoLable").show();
$("#masterid").show();
$("#resonId").show();
$("#idSavebtn").show();
}
else if (data.message === "EndCallFailed")
{
// End call failed
}
else if (data.message === "WrapUp" || data.message === "wrapup")
{
// Agent staus changed to Wrapup / AUX
// Show Disposition List
document.getElementById("acsstatus").innerHTML = "Wrapup";
}
}
else if (data.command === "holdsuccess")
{
// disable hold button & enable unhold button
}
else if (data.command === "holdfailed")
{
// disable hold button & enable unhold button
}
else if (data.command === "unholdsuccess")
{
// enble hold button & disable unhold button
}
else if (data.command === "unholdfailed")
{
// enble hold button & disable unhold button
}
else if (data.command === "docpush")
{
// received request to show document
// To be added in future release
}
else if (data.command === "video")
{
// received request to show video
// To be added in future release
}
else if (data.command === "callsavesuccess")
{
$("#dispoLable").hide();
$("#masterid").hide();
$("#resonId").hide();
$("#idSavebtn").hide();
alert("Data Saved Successfully");
}
else if (data.command === "callsavefailed")
{
alert("Failed to save data");
}
else if (data.command === "ivrinputs")
{
// IVR Inputs
// Show in List
// To be added in future release
}
else if (data.command === "screenpop")
{
a = JSON.parse(message);
var currenttryno = a.currenttryno;
var sessionid_calllist = a.sessionid_calllist;
var customercode = a.customercode;
var systemuniquecallid = a.systemuniquecallid;
var screenpopfile = a.screenpopfile;
var timezone = a.timezone;
var acssessionid = a.acssessionid;
var command = a.command;
var languageid = a.languageid;
var end = a.end;
var dnis = a.dnis;
var crmuniqueid = a.crmuniqueid;
var hold = a.hold;
var screenpoptype = a.screenpoptype;
var requestdatetime = a.prrequestdatetimeocessid;
var calluniqueid = a.calluniqueid;
var usertransfer = a.usertransfer;
var autoflag = a.autoflag;
var screenconnector = a.screenconnector;
var calltypedescription = a.calltypedescription;
var crmsave = a.crmsave;
var mediatype = a.mediatype;
var processid = a.processid;
var phone_no = a.telephoneno;
var calltype = a.calltypeid;
document.getElementById('phoneNo').value = phone_no;
}
}
catch (e) {
}
}
///// Set event callback handler
onJodoEventReceived (callURL);
Events
Event
Description
screenpop
This event is triggered when new call is received. Customer phone number is received in this event
ivriputs
This event is triggered when input entered by caller are sent
astatus
This event is triggered when user status is changed at server end. Different status reasons are sent in the event which needs to be processed
holdsuccess
Request to Hold Call was successful
holdfailed
Request to Hold Call was failed
unholdsuccess
Request to Unhold Call was successful
unholdfailed
Request to Unhold Call was failed
docpush
Received doccument from other end
video
Received video call request from other end
callsavesuccess
Save call request was successful
Add Meeting
Start by creating your invite for the live demo from the Add Meeting option marked in above screen
To initiate the voice call you have to click on the call button.
When user click on call button, a call request is sent to the customer and a voice call is initiated after the customer accept the voice call request.
User may continue to chat during the voice call by typing in chat bar.
You have various options after voice call getting connected such as Mute, Hold, Conference, Image, Video, Screenshare, etc. As shown in the picture below.
Mute : You can mute yourself using the Mute buttons.
Hold : You can put the caller on hold if required using the Hold button.
Conference : The Agent also has the conference option via which they can start the conference with the Third-party or with the internal team member.
Image : The image option helps the Agent to take a live image of a customer.
Video : You can easily convert your ongoing voice call into a video call by clicking on the video button.
Library : You can help the customer by sharing the relevant documents via the library.
Request Customer Screen : You may request to see the customer’s screen using the ‘Request customer screen option’.
Share My Screen : You may assist your customer by sharing your screen using the ‘Share my Screen’ option.
End : Clicking on the End button will end your voice call – your chat connection will continue.
End Session : The end session ends the entire communication session with the customer.
Welcome Mail
This is the welcome mail you will receive after finishing the setup.
Welcome page
Once you are logged in you will see this welcome page. You are now ready to receive calls from your customers.
PRI/SIPs in Data Center, Agents in different office locations connected over MPLS/VPN over broadband
Jodo Cloud - Deployment Architecture
There are two types of Jodo Cloud – Deployment Architecture :
A. PSTN calls (call media traffic, incoming and outgoing calls) of a customer are enabled by Jodo instance to be handled (securely & 100% recording) from distributed locations (office-and-non-office)
B. Deployment architecture options for managing PSTN calls, along with related business & call data, (applicable in different customer set-up \ requirement scenarios), are in following slides –
Office – please refer option #s 1 – 4),
Non-office – By customer’s employees from their homes on their home phones & over home internet – ADSL/ fiber (via VPN) (please refer deployment option #s 5 – 6)
C. Jodo platform operates on SIP trunk for PSTN calls. (Customers with PRIs, please refer next slide for options available to convert PRIs to SIP trunk via gateways.)
Jodo PSTN solutions – PRI to SIP conversion :
A. Jodo handles PSTN voice media (incoming & outgoing) via SIP(as SIP is best suited for distributed architecture and multi-tenancy).
B. SIP channels are directly terminated and managed in Jodo platform (installed in client’s private cloud data center).
C. If customer currently uses PRI lines, PRI traffic can be converted to SIP, options available for this are:
Customer sets up PRI gateway in their premises (single or multiple locations) and defines SIP forwards to Jodo platform, or
Customer sets up PRI gateway in their premises (single or multiple locations) and defines SIP forwards to Jodo platform, or
PRI terminated in client EPABX, take SIP output from EPABX, and connect to Data Center and Jodo
Deployment Architecture for Jodo Digital
Jodo Digital solution – broad flow :
Pre-requisite requirements at employee/resource-end
Browser-enabled ‘connected’ device
Sufficient internet bandwidth for voice \ video calls and\or chat(specs defined below)
Employee may need VPN tunneling \ ADSL for secure data access from their home internet (per customer ISO policies)
Edit company settings (Only for Jodo Link and Jodo Link for Team):
Here you can see how to update / set the details of your company in your profile.
You can set up the company profile in the Company Settings. Any changes to the information can be made using the Edit Company settings button (shown in the pic below).
Clicking on the company setting will take you to below screen.
You can now set your company logo using the edit function in the logo tab. This logo will also appear on your Jodo Link page.
Besides the logo, you can add your company name.
Some department names are available by default. You can add many more. To include a new department name, simply select the “Add Department” tab below if your department isn’t already listed.
Select process
PRI/SIPs to share telecom resources between Contact Centers with multiple business processes, working from multiple offices
Click on the chat icon to start a chat conversation with a business resource.
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 Call - live voice connect
Click on the call icon, to start a live voice conversation.
When you click on the call icon, your call will start, and the following window will be displayed.
You have the option to chat and share files, locations, and other information with a business resources even while you’re talking.
You can place your call on mute by clicking on the mute button.
If you click on “end call,” the call will stop, and you’ll switch to chatting only.
Jodo Video - live video connect
Click on the video icon to start a video call with live Agent.
A red indicator on the widget indicates that all ongoing live conversations are being recorded.
During the video call, if you still want to continue your chat conversation. You can just click on chat icon.
You have the option to pause the video by clicking on the “pause video” button.
Selecting “pause video” will hide your video screen from the other end.
To resume the video, simply click on the “resume video” option.
Clicking on end will only end the video, your chat and call will continue.
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 business resource by clicking on send.
Screen Sharing
To initiate screen sharing with a business resource, click on the “Screen-share” button within the chat window.
Once clicked, a tab will open, providing options to share either the entire screen, a specific window, or a browser tab.
To end the screen sharing session, click the same button.
Document Sharing
Customers can easily share their documents by using the attachment pin, as indicated in the screen below.
Just click on the attachment pin (Attach a file) option, choose your document, and then click “send” to share it.
End Session
If you want to conclude the session just click on “End Session”.
Chat Transcript
If you want to conclude the session just click on “End Session”.
Feedback
The customer will have the opportunity to provide feedback after ending the session.
Conversation termination
If typing not performed then, the call will get terminated automatically after a certain time.
Jodo Toolbar - Video Call
To start a video call with a customer, click on the Video button as shown below.
A request to accept the Video call is then sent to the customer.
After the customer accepts the request, following request comes to user to proceed with the video call.
Following window will be displayed, once the video call is initiated.
User have the option to pause the video by clicking on the “Pause” button.
Selecting “Pause” will hide user video screen from the other end.
Then window will look as shown in picture below.
To resume the video, simply click on the “Resume” option.
If you want to end the video call, simply click on “End” option.
Cloud Digital Workplace Technology Framework
Jodo Toolbar Video Call
To start a video call with a customer, click on the Video button as shown below.
A request to accept the Video call is then sent to the customer.
After the customer accepts the request, following request comes to user to proceed with the video call.
Following window will be displayed, once the video call is initiated.
User have the option to pause the video by clicking on the “Pause” button.
Selecting “Pause” will hide user video screen from the other end.
Then window will look as shown in picture below.
To resume the video, simply click on the “Resume” option.
If you want to end the video call, simply click on “End” option.
Participants can use their camera to show the products using the video button, so that they can get live guidance/demo of the product. Mobile users can choose the camera between front and back as per the need.
Send Message
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 business resource by clicking on send.
IoT in your Contact Center
For many, the Internet of Things(IoT) within a Contact Center context remains a bit of a mystery. Just how is “everything connected to everything else” – and what does this have to do with Contact Centers or Unified Communications? This article explores the uses of IoT with some real-world scenarios;
Within Healthcare; a patient with sleep apnea uses an overnight ventilator at their home, connected via a SIM card. The onboard computer regularly reports on monitoring, usage, and equipment status via a data stream. Polysomnography takes place remotely via a network of supporting physicians, who can study the equipment outputs and make recommendations to both the patient – and the use of the ventilation equipment. In real-world terms, this is not only using IoT in innovative ways – but it is also saving lives. If the equipment detects irregular heartbeats or – in the worst-case scenario – heart failure – a series of automated instructions ensures that both emergency services and immediate healthcare is invoked. A Contact Center supports these cases through automation of tasks – and by coordinating the efforts of the medical experts – through availability, location, expertise, and proximity to the patient.
In another scenario for building security; break-in and proximity alarms are an excellent example of IoT in Facilities Management. Like the previous example, security equipment not only works as a deterrent but can also trigger events, actions, and reactions in real-time. With remote video equipment, a media stream can be automatically monitored by Contact Center operatives. Movement and break-in alarms can also trigger notifications to security services, local police, and other authorities.
With the right solutions in place, the routing engine which serves as a standard (voice) channel in a Contact Center is the perfect automation tool for IoT scenarios such as these. With IoT becoming more and more widespread, it’s easy to see how a Contact Center can become the core of what will be known as the Command Center of the future.
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
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.
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.
Add New Project request
Whenever a new preview management request is to be made, we use Add button from Preview Management screen. Here we first select Organization, Process status and media, accordingly we select processes from first list. Now we provide important parameters in session details section i.e Allocation type User or Session. If it is a User then particular User will be allocated. if it is a Session then we need to provide additional parameter that is distribution parameters such as Evenly distribute or Batch Distribute.
Field
Description
Process Name
Process name will automatically appear after selecting the process from the preview management list.
Session Status
Session status has the options such as Active/Inactive/All.
Allocation Type
Allocation type defines what should be allocated, i.e to particular User or a Session. if is a session, then select one more option i.e Distribution method-> either Evenly distribution or batch distribution.
ACD Type
ACD is Automatic Call Dialing type, which has two options ACD Abandoned and ACD Callback request.
Allocate button
Allocate button is used to to allocate the new request after selecting all the required parameters from current screen.
Reset Call List ->Reset Data Monitor
Reset Call List is based on the Call Disposition type i.e Telephony Disposition or Agent Disposition. It is used to decide whether a count of calling to a customer should be maintain or make it zero. If it is RESET, the calling count becomes Zero and that contact is ready to call again by an Agent. If it Reprocess then count remains at it’s value, and Agent will call the customer based on Calling count. We can see the list of Reset Call request on the Reset Data Monitor screen. Select the date range and and search, it will show the Reset Call List Screen where List information is displayed.
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 Reset Call List request.
Add Reset CAll List
Reset Call List is based on the Call Disposition type i.e Telephony Disposition or Agent Disposition. It is used to decide whether a count of calling to a customer should be maintain or make it zero. If it is RESET, the calling count becomes Zero and that contact is ready to call again by an Agent. If it Reprocess then count remains at it’s value, and Agent will call the customer based on Calling count. We can see the list of Reset Call request on the Reset Data Monitor screen. Select the date range and and search, it will show the Reset Call List Screen where List information is displayed. After selecting required fields Session list and Disposition list populates accordingly the selected value. You may select required data from list and proceed further to view the request.
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 Name
It consist of all the processes that are related to Organization.
Process Type
Process type defines what is the type of request. i.e Reset/Reprocess.
Session
Session defines the type of sessions. i.e Active/Inactive.
Reset Count Less than or Equal to
It defines the number of call list count which is to be Reset.
Call type
It defines what type of call is set. i.e Callback or Fresh call.
Process
Process button is used to get the request information of selected type.
DNC Request
DNC Request is abbreviation for “Do Not Call Request.” This screen shows the requests that are raised when a customer should not get a call back from an Agent. It comprises of the file in “.CSV” format which contains the customer information.
Field
Description
Date
Sessions can be viewed by selecting the Date Range.
Search Button
Search button allows us to search the requests based on the filter criteria define with the available filter options.
Add DNC Button
It is used to create a new DNC Request. We need to provide Template name, DNC type i.e “Blacklist/DNC”. DNC validity i.e “Date Range/Permanent”. and Media list.
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, Process name, Request date, Status, User and view.
Add New DNC Request
On this screen we can view the DNC requests that are either Inactive or Active or both can be view simultaneously. We can Add New DNC template using Add DNC button. On next screen Select Add button to create new DNC template.
Field
Description
Template Name
We need to provide template name for new DNC template.
DNC Type
DNC type defines it is Blacklisted or DNC number.
DNC Validity
DNC validity can be set as Permanent or can be set using date range for particular time period.
Media
Select the required media using given options.
Finish
Finish button is used to save the DNC template.
Import Data
Import Data screen shows the imported data request status. The request has Request ID, Session Name, Request Date, User name, Process, Status Description, Import Date, Total record, Imported, Rejected
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.
New Import Button
New Import button is used to Import the new data from a file. We need to provide the Session name, Data File name and Field Map template at the time of new Import request.
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, Process name, Request date, Status, User and view.
Import New Data
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
This is option of the process name in which the processes will appear.
Session
This is the option of Session status such as Active/Inactive.
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
File Source
File source is the option where you can find your data file. i.e either from FTP server or browse in system.
Data File
Data file is the new Data file which is to be imported.
Field Map Template
Field map template is used to display the required field in imported data list.
Column Delimiter
Column delimiter is used to delimit the column.
Duplicate Check
It is used to check the duplicate entries in data import based on various parameters.
Start Import
Start Import button is used to start the import of new data file.
Callback Management
Callback Management screen shows Callback request status. The Callback request has request id, Process associated to it, session, Actioner, Action type, Request Date Time, Process Date time and Status.
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
Add button is used to create New Callback request. We need to provide required information such as Organization name, process name, Call back Date and Time. Action Type i.e Callback Enable/Disable. Reassign type. i.e Self or to a particular agent.
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.
Add New Callback request
Add New Callback request screen allows you to add new Callback request which will be used by an agents.
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.
Group
Groups are related to the organization.
Action Type
Action type defines the actions to be take while call back management process.
Reassign Type
Re-assign type defines the assignment of Callback. i.e either Self assignment or to the specified User Agent.
Callback Date Time
Callback Date and time defines the time of callback.
Proceed
Proceed button creates the new request accordingly selected parameters from this screen.
Delete Session Data
Delete Session Data screen shows the deleted sessions among all sessions. User can view the deleted sessions using date range filter.
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 Button
To create a new request for delete a Session. We can either search the Session using search box or we can use various filters for searching. Use Delete button for deleting desired Session.
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, Process name, Request date,
Add New Delete Session request
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
Date
Sessions can be viewed by selecting the Date Range
Search
Search button is used to search Sessions accordingly the selected parameters.
Delete
Delete button is used to Delete the selected sessions from the session list.
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
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
CRM
Click on the CRM from the left-hand navigation menu in Jodo toolbar, you’ll be directed to the CRM Page.
Here, you can add new customers by clicking the “Add Customer” card and edit existing ones by clicking the edit icon on each customer card.
When you click on “Add Customer,” opens up a dedicated screen where users can input various details into the CRM form. Once they’ve entered information such as the customer’s name, contact details, and any other relevant data, they simply need to click the “Save” button to add the new customer.
To manage your data effectively, Jodotoolbar offers filtering options. Users can filter customer data based on criteria such as last name, first name, or customer number. Simply select the desired filter criteria from the dropdown menu, enter the filter value, and click “Apply” to refine the displayed data accordingly.
User can also add multiple filters for advanced data refinement. Users can simply click on the “Add” icon to add a new filter. From there, they can select the desired fields and corresponding values to filter the data.
Whenever a new preview management request is to be made, we use Add button from Preview Management screen. Here we first select Organization, Process status and media, accordingly we select processes from first list. Now we provide important parameters in session details section i.e Allocation type User or Session. If it is a User then particular User will be allocated. if it is a Session then we need to provide additional parameter that is distribution parameters such as Evenly distribute or Batch Distribute.
Field
Description
Process Name
Process name will automatically appear after selecting the process from the preview management list.
Session Status
Session status has the options such as Active/Inactive/All.
Allocation Type
Allocation type defines what should be allocated, i.e to particular User or a Session. if is a session, then select one more option i.e Distribution method-> either Evenly distribution or batch distribution.
ACD Type
ACD is Automatic Call Dialing type, which has two options ACD Abandoned and ACD Callback request.
Allocate button
Allocate button is used to to allocate the new request after selecting all the required parameters from current screen.
Attaching files in Email workflow templates
Users can attach and deliver files as part of the workflow templates in campaigns. The attached files will be sent to users as an attachment when the workflow template is attached to a campaign.
You can also set the storage server for a campaign to assign logging and storage of all email transactions for a campaign.
Field
Description
Workflow Template Name
Shows the name of the selected workflow template (this is applicable for email workflow templates)
Document Path
Allows to Browse files to be attached to the email workflow template. Only .csv or .txt format files are supported in this case.
Attach File
Attach File allows you to select and apply files to an email workflow template
Finish
Clicking the Finish button will save the selected attached files to an email workflow template and will take you back to the Email Template window
Cancel
Clicking the Cancel option will cancel this step and will take you back to the Email workflow template window
Group Association Dissociation
Field
Description
Associate
Associates a new organisation.
Next
Directs to the next page.
Reports
In the report module you can generate historical reports of your calls.
You can find “Report” module at:
Jodo Services setting < Configure < Reports
In the “Generate New” option, you can create a report by selecting any of the available report options according to your preference.
After making your selection, pick the file type and set your timing preferences, whether for an immediate or scheduled report. Additionally, you have the option to generate a report within a custom range, including choices like today, yesterday, last 7 days, last 30 days, this month, last month, or a custom range. After configuring your preferences, click on “generate report” to create the report.
If you selected the scheduled type, it will appear in the “Scheduled Report” tab for future reference.
You can view generated reports in the “Generated Report” tab
This video will show you how to generate and view reports.
Audit Trials
The changes made to the system are tracked and can be viewed from Audit trail option Audit Trail can be performed Date wise, user wise, function wise and based on action performed by user It also displays Old configuration and New changes implemented and allows to extract audit trial report
Field
Description
Date
Audit Trial can be viewed by selecting the Date Range.
User
Particular user can be selected and audit trial can be viewed for that user.
Module
Audit trial can be viewed based on different modules.
Show
Will show the list of trials based on the selected criteria.
Export
Will extract report on the audit trial.
Date Time
Date and Time at which the information was modified.
User Name
User name who modified the information.
Action
Action performed like edit, delete, add., etc.
Action Performed
Details of action performed on which module.
Information Changed
Details of the information changed.
User/Group wise selection
Select Group and User name will appear below.
Tick the users which you want to select.
Click on ‘Add’ button next to Group drop box.
The selected user names will appear in selected criteria.
Field
Description
Group
Displays the groups available for the process selected.
Add
Post selection of Group user needs to click on Add button which will display all the user list.
User
It will display all the user who are associated to the group. * indicates mandatory field. Select at least one User. Click on User check box if all the users’ recordings have to be retrieved t will by default check all the user from the List.
Selected criteria
Selecting Criteria display all the fields which are added if any one fields needs to be removed from it than we need to check that field and click on remove button.
Filter Name
Define a Filter Name which will be a template defined for the selection criteria and can be used in future to retrieve the recordings of the same filter.
Data Display Template
It gives an option to select the Data Display Template which will display all the fields which are selected For Eg:-Agent Name Duration of Talking Time Wrap-Up Time Agent extension All Fields will be viewed while generating Recording
CRM
Click on the CRM from the left-hand navigation menu in Jodo toolbar, you’ll be directed to the CRM Page.
Here, you can add new customers by clicking the “Add Customer” card and edit existing ones by clicking the edit icon on each customer card.
When you click on “Add Customer,” opens up a dedicated screen where users can input various details into the CRM form. Once they’ve entered information such as the customer’s name, contact details, and any other relevant data, they simply need to click the “Save” button to add the new customer.
To manage your data effectively, Jodotoolbar offers filtering options. Users can filter customer data based on criteria such as last name, first name, or customer number. Simply select the desired filter criteria from the dropdown menu, enter the filter value, and click “Apply” to refine the displayed data accordingly.
User can also add multiple filters for advanced data refinement. Users can simply click on the “Add” icon to add a new filter. From there, they can select the desired fields and corresponding values to filter the data.
jodoLink Service allows you to configure and set up user profiles and company settings. There are separate videos for each configuration/setting- These videos are available in the respective section.
To access the login page for the Jodo toolbar, click on the URL provided in the email you’ve received.
On this page, you’ll need to enter your login credentials along with the captcha to log in. You can select your preferred language for the login process.
Jodo Toolbar Welcome page
After a successful login, you’ll be directed to this page.
This welcome page offers access to comprehensive Jodo Link documentation through buttons located below, including Quick Tutorial, Quick Start, FAQs, and Troubleshooting.
Configure Jodo Services Settings
Click on the Jodo Service tab from the left-hand side toolbar. You may start configuring your Jodo Services from the configure tab as shown in the picture below.
Edit company settings (Only for Jodo Link and Jodo Link for Team):
Here you can see how to update / set the details of your company in your profile.
You can set up the company profile in the Company Settings. Any changes to the information can be made using the Edit Company settings button (shown in the pic below).
Clicking on the company setting will take you to below screen.
You can now set your company logo using the edit function in the logo tab. This logo will also appear on your Jodo Link page.
Besides the logo, you can add your company name.
Some department names are available by default. You can add many more. To include a new department name, simply select the “Add Department” tab below if your department isn’t already listed.
Set location details
To update your company address, click on the “Location” tab as shown in the below image.
Edit user
The Edit user function is used to make changes to your personal profile.Here, you can edit your profile picture (this profile picture will also be seen on the Jodo Link page shared with customers), update your personal information like designation, contact details, etc..
You can also set your contact details, department, and working hours.
Navigate to Jodo Services Settings -> Click on Users.
Click on create User.
Update user profile with details like name, designation, location, etc..
Save user information
Please remember to save the information that you have uploaded- any changes that you have made will reflect once you click on the Save button.
Configure other process
Jodo gives you the flexibility to create templates to set up your profile- for example, Templates of the customer form, Business hour, Action and the information that you would like to capture through your welcome web form or callback form. These templates are created in this section.
To configure these options, simply click on “Configure Other” option as shown below.
Then just simply click on any label for which you want to create template.
Sharing file
To share any file from your desktop/laptop, click on the attachment pin. Select the file that you would like to share and click on “Open” to share the file
Jodo C3 Manual dialing
The toolbar allows the user to start a call and connect with their customer with the help of the Manual dialing function. The User needs to select the Process via which they want to make a call and enter the number manually in the dial pad.
You can have Preview dialing, Call back tabs added in your Voice tab,
Add Web App in Container
This method is used to integrate CRM Application when source code of CRM Application is not available Or When CRM application needs entire page refresh for every user action. In such cases, a container page can be developed, that loads CRM in IFRAME. Please note that only few CRM Intgeration functionalities can be implemented using this method.
Following diagram explain container approach for integration
Container page can be hosted on CRM domain or any other domain. This method can be used provided CRM design allows opening in an IFRAME within a container page.
Jodo Message switch is a JavaScript implemented in the Container Page. It listens to events from Jodo platform and processes those events. Depending on the event, a target CRM page action / function is called in IFrame. The CRM processes actions with Jodo event data triggers and populates CRM information fields.
Similarly, messages received from CRM can be forwarded to Jodo as triggers as well.
Jodo Events such as New Call Received, Call Ended, Call placed on Hold, Call Retrieved from Hold, User Status Change are passed to CRM along with user metadata. CRM should process these events and populate relevant information on the page.
Single Sign On with 3rd party applications can be achieved using Jodo Token or CRM Token. Jodo can implement CRM Token validation provided CRM provides API for token validation.
Disposition Module
Call Disposition request
At the end of the media session, a disposition status is set in business workflow / application to select and action next-steps in business operations. This also helps in analysing business operations.
Purpose:
This function is used to dispose call / session
Use Case:
CRM / Business Applications to call Disposition API to set disposition at the end event of a media session & save selected disposition details in Jodo. After this, Jodo will execute actions assigned to disposition value in Jodo such as – send SMS confirmation or email notification or schedule a future appointment time / call back & change user status to ‘ready’ for next media session.
User Input Parameters:
Node
M/O
Data type size
Value
Description
method
M
Text
saveDisposition
Unique Command for JSON Request. (This method value cannot be changed)
apikey
M
Text
test_org
Unique key assigned to an organization. (API key will change per client organisation)
servicekey
M
Text
VoiceProcess
Unique key assigned to a process. (Service key will change per client process)
Uniquesystemcallid
345345336546456
Unique System call ID for current Media Communication
dispomasterid
M
Numerical
11
Unique Disposition Master ID
disporeasonid
M
Numerical
15
Unique Disposition Reason ID
remarks
Text
Test Remark
Remarks for disposition
selecteddatetime
Text
Next Call-back Time Blank for Normal Calls (Date format: YYYY-MM-DD hh:mm:ss)
contactvalue
Text
9800100200
Call back Contact Number
media
M
Text
Voice In
Email In (Incoming / received email) Email Out (Outgoing / Sent email) SMS In (Incoming / received SMS) SMS Out (Outgoing / Sent SMS) Chat (Website / messenger Chat conversation) Voice In (Incoming / received Voice Call / session) Voice Out (outgoing / Sent Voice call / session) Social Media – Twitter channel Social Media -Facebook channel Video
Output Parameters:
Node
Value
Description
method
saveDisposition
Unique Command for JSON Response
requestid
51
Unique requestid
resdatetime
2018-11-12 14:00:05
Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
status
3
Refer the status parameter table
statusdesc
success
status parameter description
Return Value:
This API returns in one format I.e., JSON format.
Generated report JSON Request
Return Value: This API returns response in JSON format.
Date not in range(min and max date value configured from db)
31
Disposition Master ID / Reason Id not found
32
Contact Number In DNC
33
Callback count exceed for process
111
Error while processing
421
Invalid Process Id
Jodo Digital Widget - Customer Interface
Jodo communication channels can be added to a website with a simple click, offering different options based on specific needs, as shown in the images below:
There could be a single icon as shown in below image.
2. There could be multiple CTC for multiple products and function as shown in images below.
Click on the chat icon to start a chat conversation with a business resource
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 Call - live voice connect
Click on the call icon, to start a live voice conversation.
When you click on the call icon, your call will start, and the following window will be displayed.
You have the option to chat and share files, locations, and other information with a business resources even while you’re talking.
You can place your call on mute by clicking on the mute button.
If you click on “end call,” the call will stop, and you’ll switch to chatting only.
Jodo Video - live video connect
Click on the video icon to start a video call with live Agent.
A red indicator on the widget indicates that all ongoing live conversations are being recorded.
During the video call, if you still want to continue your chat conversation. You can just click on chat icon.
You have the option to pause the video by clicking on the “pause video” button.
Selecting “pause video” will hide your video screen from the other end.
To resume the video, simply click on the “resume video” option.
Clicking on end will only end the video, your chat and call will continue.
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 business resource by clicking on send.
Screen Sharing
To initiate screen sharing with a business resource, click on the “Screen-share” button within the chat window.
Once clicked, a tab will open, providing options to share either the entire screen, a specific window, or a browser tab.
To end the screen sharing session, click the same button.
Document Sharing
Customers can easily share their documents by using the attachment pin, as indicated in the screen below.
Just click on the attachment pin (Attach a file) option, choose your document, and then click “send” to share it.
End Session
If you want to conclude the session just click on “End Session”.
Chat Transcript
If you want to conclude the session just click on “End Session”.
Feedback
The customer will have the opportunity to provide feedback after ending the session.
Conversation termination
If typing not performed then, the call will get terminated automatically after a certain time.
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 business resource by clicking on send.
Jodo VBR. gives you the option to start a quick meeting as shown above if your customer is ready to join immediately, or else schedule a meeting for a mutually convenient time shown in above screen.
Every customer is different- so you have the flexibility to choose the duration of your meeting.
Meeting duration can be selected from (15 minute, 30 minute and 1 hour) as shown in above screen and once the duration is complete the meeting will end, if the agent wants to continue the meeting then he/she need to create a new meeting using the add button as extending the meeting duration is not allowed.
The agent can directly copy paste the meeting link or can share it through various social media applications like Facebook, Twitter, Whatsapp and Linkedin.
Step 1:- Attach Jodo Link in any type of document and start LIVE Conversations with your business. You can start Direct to Customer business globally in minutes.
Step 2:- Use Jodo Link in any type of document and transform your business, and start interacting with your customers.
Step 3:- When your customers click on the jodo Link embedded in any document, it will connect with your business on live chat, voice, or video calls.
Step 4:- Clicking on the jodo Link in any type of document, opens a jodo Link webpage page on your device. Each jodo link is unique and opens a subscriber’s page.
Step 5:-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
Import data
Screen pop
If the screen pop is enabled, the customer record will be displayed on the user’s screen.
Jodo VBR. gives you the option to start a quick meeting as shown above if your customer is ready to join immediately, or else schedule a meeting for a mutually convenient time shown in above screen.
When you complete the subscription process for Jodo Link, you will receive a confirmation mail with the subscription details.
For a first-time setup, you will need the OTP mentioned in this mail. The mail also provides you the Jodo Link that you can share with your business audience.
Add jodo widget in HTML website with external events
Step 1 With HTML website select the page to add Jodo widget and paste below Snippet just before the end of the tag of the page
Step 2 Insert your API key and Service key provided at line #4 & #3 Replace the server path at line number #7, #12, #13
Step 3 Check to see if the widget has loaded on your integrated page.
<script>
var __acstoolbar = {};
__acstoolbar.servicekey = "Add Service Key";
__acstoolbar.apikey = "Add API Key";
__acstoolbar.tracelevel = '1';
__acstoolbar.language = 'english';
__acstoolbar.target = "https://myjodo.jodoworld.com";
__acstoolbar.visible = 'false';
__acstoolbar.visibility = 'show';
__acstoolbar.widgeticon = "show";
__acstoolbar.theme = 'theme_orange2';
__acstoolbar.serverpath = "https://myjodo.jodoworld.com";
__acstoolbar.applicationpath = "https://myjodo.jodoworld.com";
(function () {
var joinSC = document.createElement('script');
joinSC.type = 'text/javascript';
joinSC.src = __acstoolbar.target + '/jodowidgetapi/js/initfunctions.js';
joinSC.onload = validateKey;
var joinScript = document.getElementsByTagName('script')[0];
joinScript.parentNode.insertBefore(joinSC, joinScript);
})();
function validateKey() {
var jodoInit = new jodoworld.initfunctions();
jodoInit.initService();
}
</script>
To have custom start to the Widget use the following scripts:
To initiate direct digital call from widget. Add the following script in the above main code:
function jodoCall(productobject) {
var calldata = [];
var calldataelement = {};
var jodoInit = new jodoworld.initfunctions();
if (jodoinitdone === true) {
jodoInit.setLanguage(productobject[0]);
calldataelement = new Object();
calldataelement.parameterid = 4011;
calldataelement.value = productobject[0];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4031;
calldataelement.value = productobject[1];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4035;
calldataelement.value = productobject[2];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4045;
calldataelement.value = productobject[3];
calldata.push(calldataelement);
jodoInit.SaveCustomerSessionData(calldata);
jodoInit.showwidgetfromscript();
jodoInit.showwidget_Voicefromscript();
}
}
To initiate direct chat session from widget. Add the following script in the above main code:
function jodoChat(productobject) {
var calldata = [];
var calldataelement = {};
var jodoInit = new jodoworld.initfunctions();
if (jodoinitdone === true) {
jodoInit.setLanguage(productobject[0]);
calldataelement = new Object();
calldataelement.parameterid = 4011;
calldataelement.value = productobject[0];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4031;
calldataelement.value = productobject[1];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4035;
calldataelement.value = productobject[2];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4045;
calldataelement.value = productobject[3];
calldata.push(calldataelement);
jodoInit.SaveCustomerSessionData(calldata);
jodoInit.showwidgetfromscript();
jodoInit.showwidget_Chatfromscript();
}
}
To start direct video call session from widget . Add the following script in the above main code:
function jodoVideo(productobject) {
var calldata = [];
var calldataelement = {};
var jodoInit = new jodoworld.initfunctions();
if (jodoinitdone === true) {
jodoInit.setLanguage(productobject[0]);
calldataelement = new Object();
calldataelement.parameterid = 4011;
calldataelement.value = productobject[0];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4031;
calldataelement.value = productobject[1];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4035;
calldataelement.value = productobject[2];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4045;
calldataelement.value = productobject[3];
calldata.push(calldataelement);
jodoInit.SaveCustomerSessionData(calldata);
jodoInit.showwidgetfromscript();
jodoInit.showwidget_Videofromscript();
}
}
To start screenshare session from widget. Add the following script in the above main code:
function jodoScreenshare(productobject) {
var calldata = [];
var calldataelement = {};
var jodoInit = new jodoworld.initfunctions();
if (jodoinitdone === true) {
jodoInit.setLanguage(productobject[0]);
calldataelement = new Object();
calldataelement.parameterid = 4011;
calldataelement.value = productobject[0];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4031;
calldataelement.value = productobject[1];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4035;
calldataelement.value = productobject[2];
calldata.push(calldataelement);
calldataelement = new Object();
calldataelement.parameterid = 4045;
calldataelement.value = productobject[3];
calldata.push(calldataelement);
jodoInit.SaveCustomerSessionData(calldata);
jodoInit.showwidgetfromscript();
jodoInit.showwidget_Startscreensharefromscript();
}
}
function jodoWidgetInitialized() {
jodoinitdone = true;
}
//show button after UA registered
function waitForJodoInitDone() {
if (jodoinitdone) {
setTimeout(function () {
// Event trigger for auto start: Need to map page controls and function to start voice call from script 'jodoCall()'
}, 1000);
}
else {
setTimeout(function () {
waitForJodoInitDone();
}, 1000);
}
}
function bindEvent(element, eventName, eventHandler) {
if (element.addEventListener) {
element.addEventListener(eventName, eventHandler, false);
} else if (element.attachEvent) {
element.attachEvent('on' + eventName, eventHandler);
}
}
bindEvent(window, 'message', function (e) {
//console.log("iframe message from Parent:" + e.data);
var parentMsg = JSON.parse(e.data);
var status = parentMsg.id;
var message = parentMsg.message;
switch (status) {
case "screenshare":
if (message === "started") {
// To hide page control.
// document.getElementById("screensharetxt").innerHTML = "End Screen";
screenshareflag = 2;
}
if (message === "ended") {
// To hide page control.
// document.getElementById("screensharetxt").innerHTML = "Share Screen";
screenshareflag = 1;
}
break;
case "voice":
if (message === "answered") {
}
if (message === "ended") {
}
break;
case "UaRegistered":
break;
}
});
waitForJodoInitDone();
Auto Trigger event : You can enable and disable the auto trigger event from here.
Social media was ideally meant to interact with your known ones who reside on the other side of the globe social media started chat and voice option long back but looking at its increasing popularity, social media is now used for business and marketing too. From the marketing perspective, it has still not advanced to a level where voice and video calling can be initiated. Through Jodo you can enable this option on social media pages and also keep a track of your leads.
Yes, Jodo by default offers 24X7 support for P1 issues, if a customer wants to opt for 24×7 support for another severity level he can connect with the account manager.
The Jodo Toolbar is a browser base module for a user interface that integrates all communications channels including voice, video, and chat. It allows you to interoperate from one media to the other during a single session. Its design is contextual and responsive, making it extremely user-friendly.
Quick summary of Toolbar
The below slides give you an overview of the functions of the Jodo Toolbar. Each of these will be described in further sections.
PRI/SIPs to share telecom resources between Contact Centers with multiple business processes, working from multiple offices
PRI/SIP Trunk + Jodo Media Server at Office/Call Centre location and data on Jodo cloud
Jodo Admin Template video
Set location details
To update your company address, click on the “Location” tab as shown in the below image.
Edit or delete auto responsive template
PRI/SIP Trunk + Jodo Media Server at Office/Call Centre location and data on Jodo cloud
How to operate meeting room
Here is the guide on operating the meeting rooms in Jodo VBR.
Agent has the option to directly join, edit, share and delete the meeting from the toolbar as shown below.
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
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.
Screen sharing
Participants can share screen to show documents/product manuals using the screen share button.
Using camera in meeting room
Participants can use their camera to show the products using the video button, so that they can get live guidance/demo of the product. Mobile users can choose the camera between front and back as per the need.
Maximize the video screen
Participants can maximize the specific user screen using the full-screen button. This helps the participants to clearly see the product/demo
Steps to Schedule Reports
Steps to generate the scheduled reports:
Step 1: Click on the report you want to schedule on the Home page.
Step 2:Click on the generate report
Step 3:A window will pop up asking for all the details.
Step 4:Select report type “Scheduled” and fill in all the required information asked.
Step 5:Click on generate and the required report will be fetched.
All the scheduled reports can be seen Under the Scheduled Reports tab on the left-hand side of the Report Module.
Jodo supports many Indian and foreign languages. Currently, 19 languages are included of which 4 are foreign languages: These are French, Spanish, Arabic & Mandarin
By default, recordings are stored in Jodo Cloud, if you wish to store recordings in your own storage servers then you can do so. If you create distributed nodes for multiple country operations, you can store recordings for regions in their local countries/regions to comply with local data privacy laws. This is a standard feature of Jodo.
Jodo design has a system of user creation and user rights assignment as part of the design feature. All the users who have these rights will be able to retrieve and hear the recordings. Jodo has a Quality Module which allows users to retrieve the recordings using different filters and rate the agents for the calls
As jodo is a cloud solution, you do not have to pay anything extra for maintenance. We ensure that you get to use the latest software version at all times. We inherit the latest updates and benefits without any charge for internal team investment in terms of project planning and management. Additionally, your teams globally get updated simultaneously
We do not do POC, however, we have trial/demo accounts that you can be used to understand the work which is offered for a 1-week or 15 days period, customers have to sign an NDA to opt for the Trial accounts
Jodo provides ready Templates for menu-based call flows, it also has a GUI-based Call Flow Designer module which can be opted for by customers to design their own flows. Jodo is an API-driven platform and can be customized as per workflows - media, device, language, and location-based actions are configurable in the workflows Webhook help customizes and integrated workflow. Data can be pushed to different business applications and various work flows can be trigerred
Whatsapp / Skype/zoom / Webex are additional communication channels in Jodo like we have PSTN media, jodo call jodo video, jodo chat, etc., and can be integrated with Jodo
One of the components of Jodo is UC. Jodo is browser-based - it is not an app and gives you chat, voice & video, email & social media all in one browser. It also offers media interoperability. Additionally, Jodo is multi-lingual
Jodo is a unified communication platform(Product) and a Business Management framework, it is fundamentally developed as API - all front-end applications in Jodo are built using Jodo API. Jodo can also be consumed by developers as Jodo API across websites, e-commerce, and business applications. Jodo has connectors for consumption and integration with some business applications
Yes, Jodo is Omni-channel and supports multiple channels of communications, Jodo is designed to handle PSTN, Digital Channels (Video, Voice, and Chat), SMS, Social Media + Email. Jodo is additionally Multi-lingual. Jodo offers full media interoperability across channels. In India, there are restrictions for the interconnection of digital and PSTN channels - TRAI regulations.
We can do simple screen pop integration with mostly all web-based CRM Platforms, deeper integrations are done using APIs by client developers, Avhan has standard documentation for API consumption and support to client developers
Jodo can be integrated with multiple platforms - you can use your existing chatbot / live chat & use Jodo Voice/video to initiate direct calls with dispersed employees
Documents shared by the customer will get stored in the storage path mapped for the process or can be pushed to the business application platform Further customization can be done so that each process has a designated storage path and you can further define subfolders for each customers with encryption options
Calls during non-working hours can be handled in multiple ways. 1. Customers can leave a voice message. 2. Customer can leave call requests or details on the callback form This can be automated the next day to initiate calls to customers automatically based on the callback date and time The customer will be given a callback form. These callbacks will be distributed to team members available or defined as per relationship mapping logic
Jodo is a fully secured platform and all transactions are passed over an HTTPS protocol. Jodo encrypts critical information while storing in the database eg. Passwords, credit card information, Identification card information, etc. Jodo already has VAPT Tests being done.
Jodo is a software platform. OS: Linux & Window Media Server: Asterisk, Aculab Database: MySQL Server Web Server / Application Server: Apache 2, Apache Tomcat
Jodo is a Unified Communication platform and it supports different media of communication (Voice, Video, Chat, Email, Social Media), Jodo is deployed on a Virtualized Platform and we offer different options of Deployment (Public/Private Cloud or deployment in Customer Data Center), our Pre-sales team will share the specs based on the # of users. A customer has to provide Virtual machines for deployment as per the specs.
Jodo Cloud has pre-built connectors/APIs to integrate with any 3rd Party CRM/Database, it has already been integrated with MsDynamics, SalesForce, Leadsquare, TALISM, CRMNext, and Kapture.
Scriptor
Jodo provides a scriptor to facilitate a smooth conversation with the customer. The scriptor can have dynamic fields populated with the information from the CRM. Script Templates are created by the Admin. You can create multiple templates and map the appropriate template to a process.
Jodo Cloud Telephony solutions
Custom Configuration
Within the Custom Configuration card, users have the option to enable or disable various features related to callback request forms, appointment URLs, customer forms, and welcome forms
If the callback request form is enabled, users can select either a callback form or specify an appointment URL. For the appointment URL, users can input the desired URL. Additionally, users can choose to enable or disable the customer form. If enabled, users can select Jodo CRM for further customization. Similarly, users can enable or disable the welcome form.
Similarly, users can enable or disable the welcome form. If enabled, users can configure the welcome form, which is a subset of fields found in the customer form, such as mobile number, personal number, and first name.
Users can also select the widget trigger type, either auto-start or custom, and specify the widget starting time, with a maximum limit of 300 seconds.
Once all details are configured, users can save their settings to apply the changes effectively.
This streamlined process offers users comprehensive control over customizing and managing various forms and features within the Jodo platform.
Maximize the video screen
Participants can maximize the specific user screen using the full-screen button. This helps the participants to clearly see the product/demo
Barge-in
Screen Sharing
To initiate screen sharing with a business resource, click on the “Screen-share” button within the chat window.
Once clicked, a tab will open, providing options to share either the entire screen, a specific window, or a browser tab.
To end the screen sharing session, click the same button.
Migrating your Small Business On-Line
Running a small or local business doesn’t mean that you shouldn’t think globally. Your web presence isn’t just your Shop Window – it’s your Front Door to the rest of the world! Here’s a quick guide to getting yourself noticed, offering your services to a global audience – and expanding beyond your horizons:
Find your Market:
There’s always time for a little research – have a look at who your competitors might be, where your market exists – and how you can best present your business on a global platform. Use search engines, eCommerce sites (the stores available on eBay or Shopify are a really good start!), industry-specific websites, and forums. Get involved in your industry and join in – exposure is a great marketing tool!
Don’t Overwork:
Your products and services are what brings in your business – so don’t try to throw yourself everywhere at once! Take your time and spread your effort out in sizeable chunks. Decide what you think is important about your image, brand, market, pre-sales, advertising, and presence – and stick to it. Set aside time to tackle each aspect as a module, driving up your profile and brand awareness as your business progresses.
Get the Right Exposure:
There are literally hundreds of channels for communications on the web. Aside from the global giants such as Google and Facebook, there are many other ways to get exposure in the right areas for your business. Having a presence on Facebook and Twitter is a good start to showcase your brand and get you talking with your customer base – and making sure you stay on the scene.
Use the Right Tools:
Being able to connect with your global customer base across multiple platforms and channels will allow your business to grow, exponentially. Consider using some methods of automation so that you don’t get overwhelmed with responding to inquiries, orders, and customer relations from across the globe. Having centralized accounts and customer relationship tools will help you to keep your cool when things get busy!
Build up your Brand:
The more information you can make available to your customer base, the better. Your website is core – but it’s not the only way to reach out to consumers. Consider a small budget for Google AdSense or Facebook Marketing and test the water. There are some really cool tools out there for maintaining your Brand presence and keeping your audience informed, too.
Underpinning your leap to global status has to start somewhere – why not let JODO Cloud show you the way – because #NowYouCan!
Real-time business users
Online Web Users window shows the list of all the users logged in into Web ACS
This window shows the User Name, Login Id, User Type and Login Time of the user
It also shows the IP Address of the system through the user is logged in
This window allows the admin / supervisor to force logout the user from the system.
Field
Description
Search
Search option allows to search online web users based on their names.
User Name
User Name tab shows the name of the logged in user.
Login
Login tab shows the login id of the user.
User Type
User Type tab shows the type of online user. Eg: Administrator, Supervisor, Super Administrator, Team Leader, Agent etc.
Login Time
Login Time tab shows the login time details of the online web user.
IP Address
IP Address tab shows the IP Address on which the web user is logged in, this information can be used to track the online web user.
Force Logout
Force Logout option enables the Administrator to forcefully log out the selected online web user.
Application Name
Application currently used by the respective user.
Business workflow templates
Jodo Workflow Templates Overview
Email Workflow Templates
Creating New Email Workflow Templates
Attaching Files in Email workflow templates
Disposition Template Page
Add Disposition Template Page
Add Disposition Master Reason Page
Add Disposition Reason Page
Edit Disposition Template Page
Edit Disposition Master Page
Skill Template Page
Add Skill Template Page
Add Skill Template Details Page
Trunk Group Page
Add New Trunk group page
Add Trunk Group Template Details Page
Edit Trunk Group Template Page
Edit Trunk Group Template Details Page
Recording File Template Page
Add New Recording File Template Page
Edit Recording File Template Page
Script Template Page
Add New Script Template Page
Add Script Field Page
Edit Script Template Page
Edit Script Template Field Group Page
Edit Script Field Add Group Page
Edit Script Add New Field Page
Data Display Template Page
Add Data Display Template Page
Data Display Template Field List Information Page
Edit Data Display Template Page
Edit Data Display Template Field List Information Page
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.
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
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
Attaching files in Email workflow templates
Users can attach and deliver files as part of the workflow templates in campaigns. The attached files will be sent to users as an attachment when the workflow template is attached to a campaign.
You can also set the storage server for a campaign to assign logging and storage of all email transactions for a campaign.
Field
Description
Workflow Template Name
Shows the name of the selected workflow template (this is applicable for email workflow templates)
Document Path
Allows to Browse files to be attached to the email workflow template. Only .csv or .txt format files are supported in this case.
Attach File
Attach File allows you to select and apply files to an email workflow template
Finish
Clicking the Finish button will save the selected attached files to an email workflow template and will take you back to the Email Template window
Cancel
Clicking the Cancel option will cancel this step and will take you back to the Email workflow template window
Disposition Template Page
Use of disposition template is as follows
Disposition Template is created and assigned to processes during process configuration stage.
Dispositions are used to save a call. Based on the nature of the call and the conversation between the customer and the agent the calls can be saved.
These dispositions can be predefined by using the disposition template window.
Field
Description
Active
Allows to Add Event
Inactive
Shows the Event name
All
Displays all Templates available.
Search
User can enter the name of Disposition and search the templates
Add
Click on Add Button to create new Templates.
View
It will list the dispositions created in the selected template
Edit
Allows to Edit the existing Template
Save As
Make a copy of existing Template and save it with a different name.
View Process
Displays the processes allocated to the template
Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Delete the template.
Add Disposition Template Page
Field
Description
Template Name
Display the Template Name in which new Dispositions will be created
Reason
To Provide a valid reason
Master Code
It shows the master code which has been defined by the user while creating the master template. User get to see this field while creating the ‘Master’ disposition only if the ‘auto increment’ option is not selected while clicking on ‘Add’ button while creating the disposition.
Status
Enabling this option will display the disposition in wrap-up mode to agents
Next
Clicking on Next will save the changes and takes to the next window
Cancel
Directs to the Main window without saving the template
Add Disposition Master Reason Page
Master Code
It shows the master code which has been defined by the user while creating the master template. User get to see this field while creating the ‘Master’ disposition only if the ‘auto increment’ option is not selected while clicking on ‘Add’ button while creating the disposition.
Edit
Allows to Edit the existing Template
Delete
Allows to delete the configured Trunk Group Template
Add Disposition Reason Page
Field
Description
Template Name
Display the Template Name in which new Dispositions will be created
Reason Name
Reasons can defined as show below. a. Switched-off b. RNR (Ringing No Response) * indicates mandatory field.
System Disposition
If this Option is enabled than the system will auto generate the disposition for connected and Non-connected calls
Status Type
1. Audit:- Dispositions marked with this status will allocate calls to the TL/Supervisor bucket for verification 2. Call-back:- Agent Specific call back option which will tag the data for call-back to customer as per the time defined by Agent, call back time and date is set by the agent and call will be route to specific agent who has set the call-back. call-back date format :-days ,hr(s) and mins Min call-back date time :-It should not greater than Max time Max call-back date time:-it should not be less than Max time
Needs Audit
Enabling this Check box will add the Leads to the TL/Supervisor bucket for Verification
Master Name
Master disposition name to be defined For E.g. – Connected, Not Connected etc.
Master Code
It shows the master code which has been defined by the user while creating the master template. User get to see this field while creating the ‘Master’ disposition only if the ‘auto increment’ option is not selected while clicking on ‘Add’ button while creating the disposition.
Status
Enabling this option will display the disposition in wrap-up mode to agents
User Type
Map the user type from the list to the disposition.
Status
Map the Media type to the disposition.
Next
Clicking on Next will save the changes and takes to the next window
Cancel
Directs to the Main window without saving the template
Edit Disposition Template Page
Field
Description
Template Name
Name of Template in which Sub-Reasons are edited.
Status
Enabling this option will display the disposition in wrap-up mode to agents
Next
Clicking on next takes you to the File Attachment Window
Cancel
Clicking on Cancel will not save the current information and will take you to the Email Template page
Edit Disposition Master Page
Template Name
Name of Template in which Sub-Reasons are edited.
Master Name
Master disposition name to be defined For E.g. – Connected, Not Connected etc.
Master Code
It shows the master code which has been defined by the user while creating the master template. User get to see this field while creating the ‘Master’ disposition only if the ‘auto increment’ option is not selected while clicking on ‘Add’ button while creating the disposition.
Add_Master
Allows you to add a new disposition master template.
Search
User can enter the name of Disposition and search the templates
Edit
Allows to Edit the existing Template
Delete
Delete the template.
Next
Clicking on next takes you to the File Attachment Window
Cancel
Clicking on Cancel will not save the current information and will take you to the Email Template page
Skill Template Page
Skill Templates are created and assigned to users of the group, later these users/groups are associated to the process while process creation. These skills can be in terms of Language, Product Knowledge, Region, Subject knowledge etc. Proficiency can be mapped to these skills based on the proficiency of the agent Based on the agent skill and proficiency, the calls be routed to the agent Skill Template is used to define a set of specific skills so that they can be assigned to process where skill based routing is required Skills need to be first added in Skill master before creating skill template We can also define weight-age for a particular skill, so that the Quality person can allocate marks at the time of audit.
Field
Description
Active
Displays list of active Skill Template available
Inactive
Displays list of inactive Skill Template which are not available and disabled
All
Displays all Skill Template available both active and inactive.
Add
Click on Add Button to create new Skill Template.
Search
User can enter the name of Skill Template to search.
Template Name
It reflects the name of the template
View
It will list down created Skill Template name.
Edit
Allows to Edit the existing Skill Template.
Save As
Make a copy of existing Skill Template and save it with a different name.
View Process
Displays the processes allocated to the Skill Template.
Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Delete the Skill Template.
Add Skill Template Page
Field
Description
Template Name
Skill Template Name to be defined. * indicates the mandatory field.
Status
Enabling this option will display the Skill Template while mapping to Process.
Next
Clicking on next takes you to the File Attachment Window
Cancel
Clicking on Cancel will not save the current information and will take you to the Email Template page
Add Skill Template Detail Page
Field
Description
Template Name
Skill Template Name to be defined. * indicates the mandatory field.
Skill Master
It will show all the skills type which are created under Skill tab. User can select the require skills and can assign to the Agents. * indicates mandatory field.
Skill Details
It will show all the Skills details which are created under each skill type . User needs to simultaneously select the skill Details with Skill Master that can be further assigned to Agents. * indicates mandatory field.
Search
User can enter the name of Skill Template to search.
Add
Click on Add Button to create new Skill Template.
Finish
To Finish and Save the task
Edit Skill Template Page
Field
Description
Template Name
Skill Template Name to be defined. * indicates the mandatory field.
Status
Enabling this option will display the Skill Template while mapping to Process.
Next
Clicking on next takes you to the File Attachment Window
Cancel
Clicking on Cancel will not save the current information and will take you to the Email Template page
Edit Skill Template Detail Page
Field
Description
Template Name
Skill Template Name to be defined. * indicates the mandatory field.
Skill Master
It will show all the skills type which are created under Skill tab. User can select the require skills and can assign to the Agents. * indicates mandatory field.
Skill Details
It will show all the Skills details which are created under each skill type . User needs to simultaneously select the skill Details with Skill Master that can be further assigned to Agents. * indicates mandatory field.
Search
User can enter the name of Skill Template to search.
Add
Click on Add Button to create new Skill Template.
Finish
To Finish and Save the task
Trunk Group Page
This allows to set-up various Trunk group Templates with various trunk lines such as Tata, Airtel etc. for specific group of user and events Eg: Agents, TL, Conferencing, Customer calling
Unlimited Trunk Group template involve various Service providers
While defining a new Process, we can assign a trunk group template to it which will enable dialing for that process
Field
Description
Active
Displays list of active Trunk Group Template available
Inactive
Displays list of inactive Trunk Group Template which are not available and disabled
All
Displays all Trunk Group Template available both active and inactive.
Template Name
It will List down all the created Template Name. It acts as a searching Criteria
Add
Click on Add Button to create new Trunk Group Template
Search
User can enter the name of Trunk Group Template to search.
View
It will list down created Trunk Group Template name.
Edit
Allows to Edit the existing Trunk Group Template.
Save As
Make a copy of existing Trunk Group Template and save it with a different name.
View Process
Displays the processes allocated to the Trunk Group Template.
View Organization
Allows user to view, associate, and dissociate the processes under the trunk template.
Delete
Delete the Trunk Group Template.
Add New Trunk group Page
This page is helping to add a New trunk Group
Field
Description
Template Name
Trunk Group Template Name to be defined. * indicates the mandatory field.
Status
Enabling this option will display the Trunk Group Template while mapping to Process.
Next
Clicking on next takes you to the File Attachment Window
Cancel
Clicking on Cancel will not save the current information and will take you to the Email Template page
Add Trunk Group Template Details Page
Field
Description
Template Name
It display the name of the Trunk Group Template.
Line Type
It allows to select Line Type Like Agent line Customer Line External /Internal conference Line, Team Leader line Supervisor Line to be Added into Trunk Group Template which will be further viewed while mapping the Template to the Process. * indicates mandatory field.
Trunk Group
It allow the user to select the Trunk Group which are pre-defined in DB. * indicates mandatory field.
Search
User can enter the name of Trunk Group Template to search.
Add
Click on Add Button to create new Trunk Group Template.
Finish
To Finish and Save the task
Edit Trunk Group Template Page
This page is helping to add a New trunk Group
Field
Description
Template Name
Trunk Group Template Name to be defined. * indicates the mandatory field.
Status
Enabling this option will display the Trunk Group Template while mapping to Process.
Next
Clicking on next takes you to the File Attachment Window
Cancel
Clicking on Cancel will not save the current information and will take you to the Email Template page
Edit Trunk Group Template details Page
Field
Description
Template Name
It display the name of the Trunk Group Template.
Line Type
It allows to select Line Type Like Agent line Customer Line External /Internal conference Line, Team Leader line Supervisor Line to be Added into Trunk Group Template which will be further viewed while mapping the Template to the Process. * indicates mandatory field.
Trunk Group
It allow the user to select the Trunk Group which are pre-fined in DB. * indicates mandatory field.
Search
User can enter the name of Trunk Group Template to search.
Add
Click on Add Button to create new Trunk Group Template.
Finish
To Finish and Save the task
Recording File Template Page
This helps the users to define the recording file naming conventions based on the client’s requirements The naming convention has some standard definition of generating the file name on a unique System-call ID generated by the application, additionally a user can add up CLID, DNIS, Agent ID, etc. to the File name.
Allows to view the details of the configured recording file template
Edit
Allows to edit the configured recording file template
Save As
Allows to make a copy of preconfigured recording file template
View Process
Allows to view the process to which the recording file template is mapped
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template
Delete
Allows to delete the configured recording file template
Add New Recording File Template Page
This Page allow to add a new recording file
Field
Description
Template Name
Allows to associate a name to the template
Save
Save to go to the next page
Edit Recording File Template Page
Field
Description
Template Name
Shows the name of the template entered by the user
Variable
Allows to select the variables
Separator
Allows to select the separator
Finish
Saves the configured details and directs to the main page
Script Template Page
Script Template is used for data mapping CRM Data is mapped to Data base using Script Template
Field
Description
Active
Displays list of active Script Template available
Inactive
Displays list of inactive Script Template which are not available and disabled
All
Displays all Script Template available both active and inactive.
Template Name
It will List down all the created Template Name. It acts as a searching Criteria
Add
It allows the user to Add multiple field names inside the created Group name.
View
Allows to view the details of the configured Script template
Edit
It allows the user to Edit the Field names.
Save As
Allows to make a copy of pre configured Script template
View Process
Allows to view the process to which the Script template is mapped
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template
Delete
Allows to delete the configured Script template
Add New Script Template Page
Field
Description
Script Template
It allow the user to add new Script Template.
Script Description
Short Description on the script information.
Status
Enabling this option will display the Script Template while mapping to Process.
External Link
You can add external link to the template which will be displayed on the CRM. For Eg. If you want to add the currency converter application on CRM, you can add the link here. The application will be displayed on CRM.
Add
It allow the user to create multiple Filed Group’s. For Eg:- Personal information, Customer information
Add Script Field Page
Field
Description
Script Template
Display the name of script Template. Note:- This field is non-editable.
Group
Display the name of Group in which fields is created.
Field Type
It allows the user to create their own fields name by selecting either of 2 options. Customer data:- User can use this option to create its own field name. Contact:-For contact user needs to select this option to add number by selecting predefined fields from the contact list Like:- Mobile Number. Personal number ,official number etc.
Field Name
It allow the user to define the Field name. * indicates mandatory field Note:- Field name cannot be Keyword Field Name does not accept Space in between Field Name Like Customer Name, Customer Address.
Field Caption
User can define same name as Field name where it allows the Space. * indicates the mandatory Field.
Display Type
It allow user to define what type of Field it can be. For Eg:- Customer Name than its Display Type can be Text-box Address tab its Display Type can be Text-Area as it allows more characters to enter. Date:- Display Type can be Date Picker For multiple Choice user can use Display Type as Check box. * indicates mandatory Field .
Data Type
Based on the Display Type of field user needs to select the Data Type this provides an validation to fields. Like All characters:- it accepts only Characters Alpha Numeric:- it accepts Character and Number Boolean:- it accepts True or False value Date & Time:- it accepts date and Time. * indicates mandatory field.
Field Size
It allow user to define Size of Field For Eg:- Field Name:-Mobile Number Display Type:- Text-Box Data Type:-Numeric Field Size 11 so it restrict Agent to Enter more than 11 number * indicates mandatory field.
Isvisible
Enabling this Option display the Field Name is active.
Constraints
Based on Fields Name it gives a functionality to define constraints on field. Like Email:- Enabling this option accept the valid mail id like @ ,.com Read only:- Enabling this Option it not allow the user to Edit the field it will just display the data on script as Read-only. Mandatory:- Enabling this option allow the user to fill up that field compulsory otherwise it will not allow user to save data on script.
Edit Script Template Page
Field
Description
Script Template
It allow the user to add new Script Template. * indicates mandatory field.
Script Description
Short Description on the script information.
Status
Enabling this option will display the Script Template while mapping to Process.
Default Field Map Template Name
It show the default field map template which is associate to script template
External Link
You can edit the external link to show different application on CRM.
Next
It allow to go to Next Page
Edit Script Template Field Group Page
Field
Description
ADD
It allows the user to Add multiple field names inside the created Group name.
Edit
It allows the user to Edit the Field names.
Field Name
It allows the user to create their own fields name by selecting either of 2 options. Customer data:- User can use this option to create its own field name. Contact:-For contact user needs to select this option to add number by selecting predefined fields from the contact list Like:- Mobile Number. Personal number ,official number etc. It allow the user to define the Field name.
Field Caption
It allow user to define what type of Field it can be. For Eg:- Customer Name than its Display Type can be Text-box
Display Type
Address tab its Display Type can be Text-Area as it allows more characters to enter. Date:- Display Type can be Date Picker For multiple Choice user can use Display Type as Check box.
Data Type
Based on the Display Type of field user needs to select the Data Type this provides an validation to fields. Like All characters:- it accepts only Characters Alpha Numeric:- it accepts Character and Number Boolean:- it accepts True or False value Date & Time:- it accepts date and Time. * indicates mandatory field.
Field Size
It allow user to define Size of Field For Eg:- Field Name:-Mobile Number Display Type:- Text-Box Data Type:-Numeric Field Size 11 so it restrict Agent to Enter more than 11 number * indicates mandatory field.
Move up
It allows the user to arrange the created field name in ascending and descending order
Move down
just by clicking on move up -down arrow.
Group
Display the name of Group in which fields is created.
Edit Script Field Add Group Page
Field
Description
Script Template
t allow the user to add new Script Template.
Group
Short Description on the script information.
Label Length
To Provide a Length for Label * indicates mandatory field.
Edit Script Add New Field Page
Field
Description
Script Template
Display the name of script Template. Note:- This field is non-editable.
Group
Display the name of Group in which fields is created.
Field Type
It allows the user to create their own fields name by selecting either of 2 options. Customer data:- User can use this option to create its own field name. Contact:-For contact user needs to select this option to add number by selecting predefined fields from the contact list Like:- Mobile Number. Personal number ,official number etc.
Field Name
It allows the user to create their own fields name by selecting either of 2 options. Customer data:- User can use this option to create its own field name. Contact:-For contact user needs to select this option to add number by selecting predefined fields from the contact list Like:- Mobile Number. Personal number ,official number etc. It allow the user to define the Field name.
Field Caption
It allow user to define what type of Field it can be. For Eg:- Customer Name than its Display Type can be Text-box
Display Type
Address tab its Display Type can be Text-Area as it allows more characters to enter. Date:- Display Type can be Date Picker For multiple Choice user can use Display Type as Check box.
Data Type
Based on the Display Type of field user needs to select the Data Type this provides an validation to fields. Like All characters:- it accepts only Characters Alpha Numeric:- it accepts Character and Number Boolean:- it accepts True or False value Date & Time:- it accepts date and Time. * indicates mandatory field.
Field Size
It allow user to define Size of Field For Eg:- Field Name:-Mobile Number Display Type:- Text-Box Data Type:-Numeric Field Size 11 so it restrict Agent to Enter more than 11 number * indicates mandatory field.
Move up
It allows the user to arrange the created field name in ascending and descending order
Move down
just by clicking on move up -down arrow.
Data Display Template Page
Online Data Display templates allows the data to be selected for display in Quality and online Monitoring Windows.
Further this template is mapped to process for displaying the relevant data
Field
Description
Active
Shows all the active agent threshold templates
Inactive
Shows all the inactive agent threshold templates
All
Shows all the agent threshold templates
Add
Allows to add one more agent threshold template
Template name
Allows to name the template
View
Allows to view the details of the configured escalation template
Edit
Allows to edit the configured escalation template
Save As
Allows to make a copy of preconfigured escalation template
View Process
Allows to view the process to which the escalation template is mapped
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Allows to delete the configured escalation template
Add Data Display Template Page
Field
Description.
Data Display Template
Allows to name the template. * indicates mandatory field.
Screen Type
Shows the screen on which the data will be displayed
Status
Enabling Status option activates the template
Next
Saves the details and takes to the next window
Data Display Template Field List Information Page
Field
Description
ADD
It allows the user to Add multiple field names inside the created Group name.
Field Name
It allows the user to take the information of their own fields name.
Move up
It allows the user to arrange the created field name in ascending and descending order
Move down
just by clicking on move up -down arrow.
Edit Data Display Template Page
Field
Description.
Data Display Template
Allows to name the template. * indicates mandatory field.
Screen Type
Shows the screen on which the data will be displayed
Status
Enabling Status option activates the template
Next
Saves the details and takes to the next window
Edit Data Display Template Field List Information Page
Field
Description
ADD
It allows the user to Add multiple field names inside the created Group name.
Field Name
It allows the user to take the information of their own fields name.
Move up
It allows the user to arrange the created field name in ascending and descending order
Move down
just by clicking on move up -down arrow.
Escalation Template Page
It is created and associated to processes in order to raise an alarm or notification if threshold for critical parameter is breached Eg: like call abandoned rate
Field
Description
Active
Shows all the Active Escalation Template
Inactive
Shows all the Inactive Escalation Template
All
Shows all configured Escalation Template
Add
Add option allows to add new Escalation Template
View
Allows to view the details of the configured escalation template
Edit
Allows to edit the configured escalation template
Save As
Allows to make a copy of preconfigured escalation template
View Process
Allows to view the process to which the escalation template is mapped
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template
Delete
Allows to delete the configured escalation template
Add Escalation Template Page
Field
Description
Escalation Template Name
This field captures the name of Escalation Template
Status
User needs to tick mark the status box to activate the template
Event List
Shows the list of levels created
Next
Clicking on Next will save the changes and takes to the next window
Cancel
Directs to the Main window without saving the template
Add Escalation Level Page
Field
Description
Escalation Event level
Allows to Add Event
Event Name
Shows the Event name
Groups
Allows to select the User Groups
Threshold Type
Threshold on Date Time / particular day or Time
Action
After crossing threshold which action to be taken
Escalation Value
Days,Hours
Add
Adds the Escalation Event Level
Group
Shows the selected group
Action
Shows the associated action for that group
Threshold Type
Shows the selected threshold type for that action
Edit Escalation Template Page
Field
Description
Escalation Template Name
Shows the name of the created template
Finish
Saves the newly created template and completes the template
Event List
Shows the list of levels created
Delete
Deletes the event from the list
Escalation Event level
Allows to Add Event
Event Name
Shows the Event name
Edit Escalation Level Page
Field
Description
Escalation Event level
Allows to Add Event
Event Name
Shows the Event name
Groups
Allows to select the User Groups
Threshold Type
Threshold on Date Time / particular day or Time
Action
After crossing threshold which action to be taken
Escalation Value
Days,Hours
Add
Adds the Escalation Event Level
Group
Shows the selected group
Action
Shows the associated action for that group
Threshold Type
Shows the selected threshold type for that action
screen recording Template Page
Screen Recording Template is Use to Define Size of the Screen and Video Rating Rating of Screen Recoding
Field
Description
Add
Allows to add a new Screen Recording template
Template name
Shows the name of the template
View
Allows to view the details of the configured Screen Recording template
Edit
Allows to edit the configured Screen Recording template
Save As
Allows to make a copy of pre configured Screen Recording template
View Process
Allows to view the process to which the Screen Recording template is mapped
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template
Delete
Allows to delete the configured Screen Recording template
Add Screen Recording Template Page
Field
Description
Add
Allows to add a new Screen Recording template
Template name
Shows the name of the template
Video Frame Rate
It allow to add video frame rate
Finish
Saves the Created Template
Cancel
Takes to the main window without saving the changes
Edit Screen Recording Template Page
Field
Description
Template name
Shows the name of the template
Video Frame Rate
It allow to edit the video frame rate bit/sec
Finish
Saves the Created Template
Cancel
Takes to the main window without saving the changes
SMS Template
Map it to Dispositions which will help users to send out SMS when the agents selects dispositions
Field
Description
Active
Shows all the active SMS templates.
Inactive
Shows all the inactive SMS templates.
All
Shows all the SMS templates.
Template Name
It will List down all the created Template Name. It acts as a searching Criteria
Add
It allow the user to create new SMS Template.
Search
User can enter the template name and search the template.
Message
Displays the SMS body of the respective sms template.
View
It will list down created SMS Template name.
Edit
Allows to Edit the existing Template.
Save As
Make a copy of existing Template and save it with a different name.
View Process
Allows to view the process to which the SMS template is mapped.
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Allows to delete the configured SMS template.
Add SMS Template
Allows to add new SMS Template
Field
Description
Add
Allows to add new templates. New template can be created using Add option.
Template Name
Assigns Name to the Template.
SMS Type
Text should be selected.
Status
Tick the status option, this activates the template.
Next
Saves the current screen and directs to the next step.
Finish
Finishes the creation activity and takes to the main page.
Cancel
Takes to the main window without saving the changes.
Add SMS Text Template
Map it to Dispositions which will help users to send out SMS when the agents selects dispositions
Field
Description
Variable
This is the dynamic content which will change on runtime. Variables like Customer Code, Tenant ID, Tenant name can be selected.
Insert
Allows to insert the selected variable.
SMS Body
Body of the SMS.
Finish
Finishes the creation activity and takes to the main page.
Edit SMS Template
Field
Description
Template Name
Allows to edit name to the Template.
SMS Type
Text should be selected.
Status
Tick the status option, this activates the template.
Next
Saves the current screen and directs to the next step.
Finish
Finishes the creation activity and takes to the main page.
Cancel
Takes to the main window without saving the changes.
Edit SMS Text Template
Field
Description
Variables
Variables like Customer Code, Tenant ID, Tenant name can be selected.
Insert
Inserts the selected variable in the template, Pre-defined field from Database.
SMS Body
Enter the Content of SMS which will be sent on SMS.
Finish
Saves the Created Template.
Cancel
Takes to the main window without saving the changes.
IVR Template
IVR stands for Interactive Voice Response, a technology that automates routine customer service interactions by allowing callers to interact using touch tone digits or their voice. A basic example of an IVR application is an automated attendant or voice menu: callers are presented with a recorded menu and respond by selecting a digit or, in some cases, by entering an extension number. The automated attendant eliminates the need for a live operator to handle the call. IVR systems can easily support multiple languages, allowing business to service international markets abroad and multi-lingual customers at home. IVR template is created and assigned to process in order to automate a routine, repetitive call that would otherwise require the time and effort of an employee.
Field
Description
Active
Shows all the active IVR templates.
Inactive
Shows all the inactive IVR templates.
All
Shows all the IVR templates.
Template Name
It will List down all the created Template Name. It acts as a searching Criteria.
Add
It allow the user to create new IVR Template.
Search
User can enter the template name and search the template.
View
It will list down created IVR Template name.
Edit
Allows to Edit the existing Template.
Save As
Make a copy of existing Template and save it with a different name.
View Process
Allows to view the process to which the IVR template is mapped.
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Allows to delete the configured IVR template.
Add IVR Template
An easy interface to add a new IVR template.
Field
Description
Template Name
Allows to associate name to the template. This name can be used to search template and associate template to processes.
Flow Description
IVR Flow description can be added in Text Area but it is not a mandatory field.
File Name/CFD Flow File
IVR .ini file needed to be browse where CPM Script folder is stored. This .ini file is where we have defined the IVR flow for call routing to Agents.
Status
Enabling this option will display the IVR Template while mapping to Process.
Edit IVR Template
An interface to edit the existing IVR template.
Field
Description
Template Name
Allows to edit name to the template.
Flow Description
IVR Flow description can be added in Text Area but it is not a mandatory field.
File Name/CFD Flow File
IVR .ini file needed to be browse where CPM Script folder is stored. This .ini file is where we have defined the IVR flow for call routing to Agents.
Status
Enabling this option will display the IVR Template while mapping to Process.
Time Template
Define working/non-working hours for a process, based on the requirement different templates can be defined as per the time zone and the process requirements and can be mapped to process, which will play messages based on the timings or will allow/disallow agents to login to the campaign
Field
Description
Active
Allows to Add Event.
Inactive
Shows the Event name.
All
Allows to select the User Groups.
Add
Threshold on Date Time / particular day or Time.
View
Allows to view the details of the configured time template.
Edit
Allows to edit the configured time template.
Save As
Allows to make a copy of preconfigured time template.
View Process
Allows to view the process to which the time template is mapped.
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Allows to delete the configured time template.
Add Time Template
Field
Description
Template Name
Allows to associate name to the template. This name can be used to search template and associate template to processes.
Status
User needs to tick mark the status box to activate the template.
Next
Saves the configured details and opens new page.
Cancel
Takes to the main page without saving the configured details.
Add Time Template Details
Field
Description
Template Name
Allows to associate name to the template. This name can be used to search template and associate template to processes.
Work Status
Shows and allows to select Holiday, Working, Non-working options.
Work mode
Week Day and Date can be selected.
From Time
Allows to restrict the working hours.
To Time
Allows to restrict the working hours.
Time Zone
This option enables selection of different time zones.
Add
Saves the configured details.
Value
Allows to select Date and Week Day.
Finish
Saves the configured details and directs the page to the main page.
Edit Time Template
Field
Description
Template Name
Shows the name of the template to be edited.
Status
Shows the status of the template.
Next
Saves the configured details and opens new page.
Cancel
Takes to the main page without saving the configured details.
Edit Time Template Details
Field
Description
Template Name
Shows the name of the template to be edited.
Work Status
Shows and allows to select Holiday, Working, Non-working options.
Work mode
Week Day and Date can be selected.
From Time
Allows to restrict the working hours.
To Time
Allows to restrict the working hours.
Time Zone
This option enables the selection of different time zones.
Add
Saves the configured details.
Value
Allows to select Date and Week Day.
Finish
Saves the configured details and directs the page to the main page.
Delete
Allows to delete the configured time template.
Voice Redial Template
The use of Voice Redial template is to define the number of attempts and the redial timing for the dialler dispositions, multiple templates can be defined based on the requirement and can be mapped to process. E.g. – No answer – 3 attempts, redial at a duration of 30 mins, Busy – 6 Attempts, redial at a duration of 15 mins
Field
Description
Active
Shows all the active voice redial templates.
Inactive
Shows all the inactive voice redial templates.
All
Shows all the configured voice redial templates.
Add
Allows to add new voice redial template in the system.
Template name
Shows the name of the template.
Call back
Indicates if the call redial attempts are also defined under the particular template.
View
Allows to view the details of the configured voice redial template.
Edit
Allows to edit the configured Voice Redial template.
Save As
Allows to make a copy of pre configured Voice Redial template.
View Process
Allows to view the process to which the Voice Redial template is mapped.
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Allows to delete the configured Voice Redial template.
Add Voice Redial Template
Field
Description
Template Name
Allows to associate name to the template. This name can be used to search template and associate template to processes.
Call back
Selecting call back allows the user to define redial process for calls disposed as call back already.
Status
User needs to tick mark the status box to activate the template.
Next
Saves the configured details and directs to Add Redial Template page.
Cancel
Takes to the main page without saving the configured details.
Add Voice Redial Template Details
Field
Description
Template Name
Shows the associated template name.
Call Status
Shows the status of call.
Fresh No. Of Tries
Allows to define the fresh no of tries.
Fresh Interval (in min)
Allows to define the fresh intervals between 2 tries.
Call-back Number Of Tries
Allows to define the no. of tires for call back.
Call-back Interval(in min)
Allows to define the call back interval in minutes.
Edit Voice Redial Template
Field
Description
Template Name
Shows the associated template name to be edited.
Call Status
Shows the status of call.
Next
Saves the configured details and directs to Add Redial Template page.
Cancel
Takes to the main page without saving the configured details.
Edit Voice Redial Template Details
Field
Description
Template Name
Shows the associated template name to be edited.
Fresh No. Of Tries
Allows to define the fresh no of tries.
Fresh Interval (in min)
Allows to define the fresh intervals between 2 tries.
Call-back Number Of Tries
Allows to define the no. of tires for call back.
Call-back Interval(in min)
Allows to define the call back interval in minutes.
Quality Analysis Review Template
This helps the users to define the score card for the agents and rate the agents on the recordings
Field
Description
Active
Shows all the active Quality Analysis templates.
Inactive
Shows all the inactive Quality Analysis templates.
All
Shows all the Quality Analysis templates.
Template Name
It will List down all the created Template Name. It acts as a searching Criteria.
Add
It allow the user to create new Quality Analysis Template.
Search
User can enter the template name and search the template.
View
It will list down created Quality Analysis Template name.
Edit
Allows to Edit the existing Template.
Save As
Make a copy of existing Template and save it with a different name.
View Process
Allows to view the process to which the Quality Analysis template is mapped.
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Allows to delete the configured Quality Analysis template.
Add Quality Analysis Template
Field
Description
Template Name
Allows to associate a new name to template.
Remark
Remarks can be entered to the QA Template.
Status
Enabling status option activates the template.
Next
Saves the details and takes to the next page.
Finish
Saves the details and takes to the main page.
Cancel
Takes to the main page without saving the configured details.
QA Group Template
Group template is used to associate the groups to the Quality Analysis Template Once the groups are added to the template user can prepare the questionnaire to a particular group. Go to the foot of the page to add or edit any questionnaire for a particular group. This bundle of questionnaire enables the QA team to follow while evaluating a call. To associate questionnaire to a particular group user needs to click on the group name mentioned under QA group.
Field
Description
Add Group
Allows to add/create new group to the QA Template.
Group Name
Allows to associate a new name to the group.
QA questions
Shows the parameters or questions which are part of the questionnaire.
Add question
To add a question user needs to click on ‘Add question’.
Finish
Takes to the main page saving the configured details.
Add QA Group Template
Field
Description
Template Name
Shows the QA template name.
Group Name
Allows to associate a new name to the group.
Add
Allows to associate a new name to the group.
Next
Saves the details and takes to the next page.
Cancel
Takes to the main page without saving the configured details.
Add QA Question Template
Field
Description
Template Name
Shows the QA template name.
Add Group
Allows to add/create new group to the QA Template.
Group Name
Shows the group name selected for adding or editing the questionnaire.
Question
User needs to define the question here.
Marks
User needs to select the score for the above mentioned question from the drop down from 1 – 10.
Fatal Error
We can define if the particular question is part of fatal error
Save
Click on ‘Save’ button to save the data.
Cancel
Clicking on cancel button will not save the details.
Edit QA Template
Field
Description
Template Name
Allows to associate a new name to template.
Remark
Remarks can be entered to the QA Template.
Status
Enabling status option activates the template.
Next
Saves the details and takes to the next page.
Finish
Saves the details and takes to the main page.
Cancel
Takes to the main page without saving the configured details.
Field Mapping Template
Field Map Template is used to map the data for file sequence. This template is created and used for Data importing for outbound campaigns. Note: Before creating the Field Map Template it is mandatory to create the Script Template.
Field
Description
Script Template
It will List down all the created Script Template Name. It acts as a searching Criteria.
Add
It allow the user to create new Field Map Template.
Search
User can enter the Field name and search the templates.
Field Mapping Template
Allows to edit the configured recording file template.
View
It will list the Field Map Name created in the selected template.
Edit
Allows to Edit the existing Template.
Save As
Make a copy of existing Template and save it with a different name.
Delete
Allows to delete the configured field mapping template.
Add Field Mapping Template
* indicates the mandatory field
Field
Description
Field Mapping Template
Allows to edit the configured recording file template.
Script Template
It will List down all the created Script Template Name out of which valid script.Template needs to be mapped with Field Map Template.
File Name
Browse the file name which needed to be uploaded on DB.
Separator
Based on File extension Separator needs to be selected. Like if import file is saved in Tab Delimited I.e .txt format than Separator needs to be selected as Tab.
Add Field Mapping Template Details
* indicates the mandatory field
Field
Description
Field Mapping Template
Name of field Mapping template
Script Template
Name of script Template.
Heading
It will display all the Headers of the imported File.
Edit Field Mapping Template
Field
Description
Field Mapping Template
Name of the Field Mapping Template to be edited.
Heading
It will display all the Headers of the imported File.
Field
User needs to map the appropriate Field name against the Display Header.
Move up & down
This gives an option to user to re-arrange the fields.
Save
This allow to save the changes done in Field Mapping Template.
Finish
This allow to Save the Final Changes done in Field Map Template.
Add
This allow to add field in Field Map Template.
Agent Threshold Template
It is created and associated to processes in order to raise an alarm or notification if defined agent threshold is breached. E.g. Agent Idle for more than 10 minutes – This will highlight to the user in order to track the performance. More than one threshold limit can be defined for agents based on the requirement of the process.
Field
Description
Active
Shows all the active Agent Threshold templates.
Inactive
Shows all the inactive Agent Threshold templates.
All
Shows all the Agent Threshold templates.
Template Name
It will List down all the created Template Name. It acts as a searching Criteria.
Add
It allow the user to create new Agent Threshold Template.
Search
User can enter the template name and search the template.
View
It will list down created Agent Threshold Template name./td>
Edit
Allows to Edit the existing Template.
Save As
Make a copy of existing Template and save it with a different name.
View Process
Allows to view the process to which the Agent Threshold template is mapped.
View Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Allows to delete the configured Agent Threshold template.
Add agent Threshold Template
Field
Description
Template Name
Allows to associate name to the template. This name can be used to search template and associate template to processes.
Active
Allows to activate the template.
Next
Saves the configured details and opens new page.
Cancel
Takes to the main page without saving the configured details.
Add Agent Threshold Template Details
Field
Description
Template Name
Shows the template name.
Status
Shows the status of the created template.
Minimum and Maximum Time
Allows to configure time limit of the threshold.
Add
By clicking on Add option, Agent Threshold Template gets added to the threshold list.
Finish
Saves the Template and opens Agent Threshold Template’s main window.
Edit Agent Threshold Template
Field
Description
Template Name
Allows to edit name to the template.
Active
Allows to activate the template.
Next
Saves the configured details and opens new page.
Cancel
Takes to the main page without saving the configured details.
Edit Agent Threshold Template Details
Field
Description
Template Name
Shows the template name.
Status
Shows the status of the created template.
Minimum and Maximum Time
Allows to configure time limit of the threshold.
Add
By clicking on Add option, Agent Threshold Template gets added to the threshold list.
Finish
Saves the Template and opens Agent Threshold Template’s main window.
Customer Recording
Purpose:
This function is used to get recording link of a particular Jodo voice call unique System Call ID.
Use Case:
Playback of media sessions e.g., calls to be played within the CRM/ Business application.
Send links to users / customers of the media session recorded
User Input Parameters:
Node
M/O
Data type size
Value
Description
method
M
Text
customer_recording
Unique Command for JSON Request. (This method value will not be changed)
apikey
M
Text
test_org
Unique key assigned to an organisation. (This API key will change per client organisation)
servicekey
M
Text
VoiceProcess
Unique key map to the process. (This servicekey will change per client process)
sessionid
O
Integer
8
Sessioncalllistid – Session ID to be passed when data needs to be pushed to particular Jodo Session
systemcallid
M
Text
140912183554281005
Unique value of Systemcallid. (dynamic value generated at the time of calls dialed to the user)
reqdatetime
M
Text
2018-11-12 14:00:05
Date and Time of the request. (Date format: YYYY-MM-DD hh:mm:ss)
Output Parameters:
Node
Value
Description
method
customer_recording
Unique Command for JSON Response
resdatetime
2018-11-12 14:00:05
Date and Time of the response. (Date format: YYYY-MM-DD hh:mm:ss)
Jodo provides a scriptor to facilitate a smooth conversation with the customer. The scriptor can have dynamic fields populated with the information from the CRM. Script Templates are created by the Admin. You can create multiple templates and map the appropriate template to a process.
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.
Agent Login Summary
Agent Login Summary provides us with detailed information about the Agent’s logged-in Date, Login Id, and Name.
It shows the Agent’s login time, his/her logout time, Total time the Agent was logged in.
It also provides the Total call count handled by the Agent.
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
Library
You can configure library :
Jodo Services setting < configure < Library
This easy-to-use interface makes it simple to add files to the library. It also gives you clear choices to customize things like language, department, and product details.
When you click on the library, a new module will open, initiating the “Add File” function. Upon clicking “Add File,” another module will open, presenting multiple options to choose from.
In this module, you’ll find an input box for the file name, another for the file type, and radio buttons allowing you to select between linking to a file or uploading one directly.
Additionally, a navigation bar will be visible, offering three main options: “Languages,” “Department,” and “Products.”
Under the “Languages” section, you’ll find checkboxes for selecting the desired language.
In the “Department” section, checkboxes will be available to specify which department the file relates to.
Finally, under “Products,” you can view and select the relevant product.
Once all necessary selections have been made, you can proceed by clicking the “Finish” button to complete the process
Calendar
After clicking the calendar icon, the calendar will open up, displaying scheduled events and the current date. Check out different ways to look at your calendar, like by day, week, or month also you can manage events directly within the calendar interface.
You create an event in the calendar,
Steps:
Select Date/Time: Click on a date or time slot on the calendar where you want to add an event.
Open Add Event Popup: A pop-up window titled “Create an Event” will appear.
Fill Event Details: Enter the event details such as title, description, location, and set reminders as needed.
Select Attendees: Choose attendees from a list of pre-existing business associates. If adding customers, provide their email addresses.
Confirm Event Creation: After filling in the details, click on the “Finish” button to confirm event creation.
Confirmation Emails: Attendees will receive confirmation emails once the event is successfully created.
7. Edit or Delete Events: If needed, you can edit or delete events later on.
8. Prevent Scheduling in the Past: If you attempt to select a past date or time, a pop-up message will remind you to check the date and time selection.
Reset Call List ->Reset Data Monitor
Reset Call List is based on the Call Disposition type i.e Telephony Disposition or Agent Disposition. It is used to decide whether a count of calling to a customer should be maintain or make it zero. If it is RESET, the calling count becomes Zero and that contact is ready to call again by an Agent. If it Reprocess then count remains at it’s value, and Agent will call the customer based on Calling count. We can see the list of Reset Call request on the Reset Data Monitor screen. Select the date range and and search, it will show the Reset Call List Screen where List information is displayed.
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 Reset Call List request.
Disposition Template Page
Use of disposition template is as follows
Disposition Template is created and assigned to processes during process configuration stage.
Dispositions are used to save a call. Based on the nature of the call and the conversation between the customer and the agent the calls can be saved.
These dispositions can be predefined by using the disposition template window.
Field
Description
Active
Allows to Add Event
Inactive
Shows the Event name
All
Displays all Templates available.
Search
User can enter the name of Disposition and search the templates
Add
Click on Add Button to create new Templates.
View
It will list the dispositions created in the selected template
Edit
Allows to Edit the existing Template
Save As
Make a copy of existing Template and save it with a different name.
View Process
Displays the processes allocated to the template
Organization
This allows the user to view the organizations or processes associated to a particular template. User can associate or dissociate any organization from a particular template.
Delete
Delete the template.
Organisation Template Association Dissociation
Voice
Disposition-Wise Filtration to Retrieve Recording.
Recordings can be extracted for particular disposition.
Eg. Disposition Customer not interested : selection of this disposition and adding it to filter will extract all the recording of the calls
whose disposition were saved as ‘customer not interested’.
Field
Description
Disposition Master
This displays Dispositions associated for the selected Process. Quality user can select particular disposition and retrieve recordings for that dispositions
Disposition Reason
This displays Reasons of Dispositions associated for the selected Process. Quality user can select particular reasons based on the disposition and retrieve recordings for selected disposition and reasons.
Add
Post selection of comment click on Add button which will display comment in selected criteria window.
Selected criteria
Selecting Criteria display all the fields which are added if any one fields needs to be removed from it than we need to check that field and click on remove button.
Filter Name
Define a Filter Name which will be a template defined for the selection criteria and can be used in future to retrieve the recordings of the same filter.
Data Display Template
It gives an option to select the Data Display Template which will display all the fields which are selected For Eg:-Agent Name Duration of Talking Time Wrap-Up Time Agent extension All Fields will be viewed while generating Recording
How to create Disposition
Add jodoLink in Excel sheets
Step 1. Open the Microsoft Excel file to which you want to add your jodoLink.
Step 2. Select the cell to insert the jodoLink.
Step 3. Go to “Insert” > “Link”- the window will pop up to Insert Hyperlink.
Step 4. Enter the jodoLink URL, Click OK, and save the change.
VPN Based usage and advantage
Jodo C3 QA
The Jodo Quality module is used to pull out recordings. Date and Process selection is mandatory. Recordings of specific users can be pulled out using the Group Selection tab. The parameter tab pulls out a particular recording by entering CLID, DNIS, and Extension.
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.
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 QA Filter
The filter option assists the supervisor in extracting data by allowing him to create the filter of his choice.
Starting Jodo voice call
Click on the call icon to start a Voice call within your browser itself with your contact Clicking on the call icon will convert the ongoing chat to a voice call.
Jodo C3 preview dialing
The toolbar allows the user to start a call and connect with their customer with the help of the Preview dialing function. The User needs to first select the process and then select the number present from the preview list to make a call. Once the number is dialed out the number gets deleted from the list.
The Admin has the right to update and upload the list.
Screen Sharing
To initiate screen sharing with a business resource, click on the “Screen-share” button within the chat window.
Once clicked, a tab will open, providing options to share either the entire screen, a specific window, or a browser tab.
To end the screen sharing session, click the same button.
View Status
Click on the view status to see the status of the file you have imported.
Call function
Users have all the standard communication options like Conference, Hold, Call Transfer, etc.
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.
Parameter
Description
Data Type
Example
1
phoneNo
Phone number to be dailed
Text
0676779289
2
processld
Jodo World Process Identifier
int
12
Sample Request
var request = {
“phone_no”:”875485485345”,
“processid”:10
}
MakePhoneCall (request);
Social media
Step 1:- Attach Jodo Link to any Social media post and start LIVE Conversations with your business. You can start Direct to Customer business globally in minutes.
Step 2:- Use Jodo Link in any social media post, transform your business, and start interacting with your customers. When your customers click on the jodo Link embedded in any social media post, it will connect with your business on live chat, voice, or video calls.
Step 3:-Clicking on the jodo Link in any social media post 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
PRI/SIP Trunk at Data Center with call routed to Home-based agents on Landline/Mobile phones with data on Desktop/Laptop/Tablet
Edit user
The Edit user function is used to make changes to your personal profile.Here, you can edit your profile picture (this profile picture will also be seen on the Jodo Link page shared with customers), update your personal information like designation, contact details, etc..
You can also set your contact details, department, and working hours.
Navigate to Jodo Services Settings -> Click on Users.
Click on create User.
Update user profile with details like name, designation, location, etc..
Agent login Report
Agent Login Summary provides us with detailed information about the Agent’s logged-in Date, Login Id, and Name.
It shows the Agent’s login time, his/her logout time, Total time the Agent was logged in.
It also provides the Total call count handled by the Agent.
Edit Organization
This functionality allows you to edit organization in the system
Field
Description
Edit Organization
Allows to edit basic details of the organization like Parent Organization Name, Address line, Country, State, City
Next
Saves the details and directs to the next page
Jodo Use Case - Travel Industry
jodoLink Use case
Screen Sharing
To provide assistance to the customer, the user may want to share his / her screen. This is done using the ‘Share my Screen’ option.
When you press ‘Share my screen,’ a new tab appears, just like in the picture. You can choose to share your whole screen, a specific window, or a browser tab.
You can also request to see the customer’s screen using the ‘Request customer screen’ option.
Screen Sharing
To provide assistance to the customer, the user may want to share his / her screen. This is done using the ‘Share my Screen’ option.
When you press ‘Share my screen,’ a new tab appears, just like in the picture. You can choose to share your whole screen, a specific window, or a browser tab.
You can also request to see the customer’s screen using the ‘Request customer screen’ option.
Card View
Document Sharing
Customers can easily share their documents by using the attachment pin, as indicated in the screen below.
Just click on the attachment pin (Attach a file) option, choose your document, and then click “send” to share it.
Voice-Wise Filtration to Retrieve Recording
Voice tab allows to select the call type to be a part of the filter and recordings for the specific call type can be extracted.
Field
Description
Call Type
QA can retrieve Recording based on call type like call-back call ,Abandoned call ,Manual call etc.
Call Duration
QA can defined the call duration to retrieve recording. For E.g.:-if QA needs to retrieve Recording of all those agents whose call duration are 60 sec
Add
Post selection of Call Type click on Add button which will display selected Call Type in selected criteria window.
Selected criteria
Selecting Criteria display all the fields which are added if any one fields needs to be removed from it than we need to check that field and click on remove button.
Filter Name
Define a Filter Name which will be a template defined for the selection criteria and can be used in future to retrieve the recordings of the same filter.
Data Display Template
It gives an option to select the Data Display Template which will display all the fields which are selected For Eg:-Agent Name Duration of Talking Time Wrap-Up Time Agent extension All Fields will be viewed while generating Recording
Journey Mapping in Digital business
As your business evolves, have you ever considered why it operates in the way that it does? Do processes and procedures evolve with new technologies – or are there stringent controls in place which are holding you back from automation or optimizations across your interactions, workforce, and workflows? As an integral part of migrations toward Cloud services (SaaS, IaaS, PaaS, etc.), a “best practice” is to look at those aspects, allowing you to build your new enterprise platforms and solutions in the most efficient way possible. Journey Mapping can be a bit of a minefield if you’re not sure what you are looking for. Here’s a quick overview to help you through the process;
Customer Journey Mapping:
For any enterprise with consumer-facing communications or interactions, it is important to know where your touchpoints are – and how efficiently they serve your customer base. From initial contact – through web portals, social media, voice channels, letters, in-person/in-store – through the services, products, and consumer aspects – on to what might be considered the “end of the customer journey” – and then beyond to quality assurance, customer satisfaction surveys, customer feedback, etc. – the path is very, very, long. Mapping each channel – and the crossovers – is a good start. From there, you can determine where those customer journeys interact with your workforce, workflows, technologies, and data stacks. Once you have that overview, you can begin to look at optimization and automation.
Workforce Journey Mapping:
Resources within a workforce have many facets, skills, traits and responsibilities. It is not important to know every aspect of every resource – but it is important to know how those aspects affect your enterprise or business. For example; the availability of a skill – or language – is important to quantify, to ensure there is sufficient coverage for those skills at the right time. Combining the Customer Journey with your Workforce Journey gives you an excellent viewpoint on where any strengths and weaknesses are. It also moves you towards potential automation of repeat processes, where possible – providing optimizations along the way.
Workflow Journey Mapping:
“Work” is a very subjective element within an enterprise or business. It may be an interaction – an account – a product – a service – or simply production itself. There are many forms of workflow journey mapping that are intended to assess, quantify, optimize and qualify the quality of outputs. Consideration must focus on the business “bottom line” – is the effort/cost required to perform the actions to turn business comparable to the profit margins identified? Can optimizations be deployed – and are there any economies of scale that can be applied by combining workflows or services?
Data Journey Mapping:
A more prevalent area for Cloud services is the migration of data flows, storage – and optimization. Where previously your data may have been managed out of a Data Center (- or 2 – possibly with Disaster Recovery, Business Continuity, etc.) – the “brave new world” of Cloud storage means taking a second look. There is a scalability unrivaled through Cloud storage – but that scalability comes at a cost. Make sure you look very closely at the options available to you – and the intrinsic costs of scale, security, duplication, accessibility – and optimization through converging data storage and data sources.
JODO Cloud supports the migration of legacy and on-premise processes and journeys in the Cloud – why not let us show you how and book a demonstration today – because #NowYouCan!
Real-time dashboard for ops
Online Data Details shows the detailed data of total number of calls handled by the system.
It shows the Tenant Name on which the Process is configured, it shows the Process Name, it shows the Session Name for the process, it shows the Status Id and description of the Process with total count of the defined status.
Field
Description
Data Display Template
Data Display Template allows to select the template based on which the data can be viewed.
Process
Process tab allows to select the process from the drop down. Data details of the selected process will be fetched out based on the selected data display template.
Tenant Name
Tenant Name shows the tenant under which the process is created.
Process Name
This tab shows the name of the selected process.
Session Name
Session Name tab shows the details of the dialing session for the selected process. Eg: Manual, Voice In, Voice Out, Blended etc.
Status Id
Shows the status id of the call .
Status Description
Shows the status description of the call. Eg: Successful, Network Announcement, No Answer, Busy, Number Not Allocated, Call rejected, User not responding, etc.
Count
Count tab shows the total number of calls based on the status description. Eg: Count of Successful Calls - 34, Count of Network Announcement - 13, Count of No Answer calls - 41, etc.
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
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
Field
Description
Add
Allows to add a new organization
Organization Name
Shows the name of the organization
Parent Organization
Name of the parent organization
City
Displays the name of city
Edit
Allows to edit the configured organization
Group
Name of the group
View Process
Allows to view the process to which the organization is mapped
View Template
This allows the user to view the templates associated to the particular organisation
Delete
Allows to delete the configured organization
Add Organization
his functionality Allows to Add new organization in the system
Field
Description
Add New Organization
Allows to add basic details of the organization like Parent Organization Name, Address line, Country, State, City
Next
Saves the details and directs to the next page
Group Association Dissociation
Field
Description
Associate
Associates a new organisation.
Next
Directs to the next page.
Organisation Template Association Dissociation
Edit Organization
This functionality allows you to edit organization in the system
Field
Description
Edit Organization
Allows to edit basic details of the organization like Parent Organization Name, Address line, Country, State, City
Next
Saves the details and directs to the next page
Skill
Skills option is used to define skills which are necessary for different processes. This acts as a Master and is mandatory before creating Users and Skill template Here we can define different Skill Types such as 1.Skills based on Knowledge of Product 2.Skills based on Language etc. Each Skill Type has Skill Details that act as sub types
Field
Description
Search
Search functionality allows us to search both Skill Type and skill Detail
Edit
It allow to edit the defined skills
Save
It allow to Save the defined skills
Skill Type
This indicates the type of skill defined e.g.Language
Skill Id
This indicates the Id of skill defined
Skill Detail Id
This indicates the Id of skill detail defined
Skill Detail
This indicates the skill detail of skill defined e.g. Hindi,English.Also before creating Skill Detail user need to select Skill Type under which multiple Skill details can be added
Add Skill Type
Field Name
Description
Skill Type
It allows defining the skills Skills are basically required for Inbound Process Defined Skills are viewed while defining Skill Template
Save
It allow to Save the defined skills Type
Edit Skill Type
Field Name
Description
Skill type
TYpe of the skill
Save
Saves the changes made
Add Skill Details
Field Name
Description
Skill Type
It allows to define the skills detail under each Skill Type Skills are basically required for Inbound Process and Skill Details are viewed while creation of Skill Template For E.g.:- Skill Type:- Language Skill Detail:- English,Hindi,Marathi etc.
Save
It allow to Save the defined skill details
Edit Skill Details
Field Name
Description
Skill Detail
Details regarding the skill
Save
Saves the changes
User Types
This option allows us to create different User Types such as Agents, Supervisors, Administrators, Auditors, etc. The user types defined here in the system configuration will be visible in the User Management Tool We can also allocate, view and edit different privileges for created user type
Field Name
Description
Add
Allows to add a new user type in the organization
User Type
Type of the user created e.g.TL, admin etc.
Reporting To
Reporting authority for the User, like user reporting to Administrator or Supervisor can be selected here
Edit User Types
This option allows us to make modifications in the user type
Field Name
Description
User Type
Type of the user created e.g.TL, admin etc.
Reporting To
Reporting authority for the User, like user reporting to Administrator or Supervisor can be selected here
Next
Save usertype and go to next page
Finish
Save usertype and go to usertype display page
User Type Privilege
Field Name
Description
Finish
Saves the privileges assigneds to the users
Email Account
Email account details and privileges are configured in system configuration – email account Email server for inbound email’s, outbound email’s is configured here User Id’s for email configuration is also saved here and then further its associated to processes with email rights
Field Name
Description
Account Type
Allows to define type of email account that is Outbound Email Account or Inbound Email Account
Active
Shows all the active Email Accounts
Inactive
Shows all the inactive Email Accounts
All
Shows all the defined Email Accounts
Add
It allow the user to create new Email Account
Search
User can enter the Account name and search
Email Id
This displays the Email Id of the Email Account
Email Server
This displays the mapped Email Server
User Id
This displays the user Id accociated to the Email account
View
It will list the details of the selected Email Account
Edit
Allows to Edit the existing Email Account
Save As
Make a copy of existing Email Account and save it with a different name
View Process
Allows to view the process to which the Email Account is mapped
Organization
This allows the user to view the organizations or processes associated to a particular email account. User can associate or dissociate any organization from a particular email account
Delete
Allows to delete the configured Email account
Add Email Account
Field Name
Description
Add Email Account
Email account can be configured by defining Email Id, Account Type, Server Name,User Name, Password
Finish
Clicking Finish will save the details and direct to the main page
Edit Email Account
Field Name
Description
Edit Email
Allows you to edit parameters such as email id , account type , server type .
Finish
Clicking Finish will save the details and direct to the main page
Source
This parameter is used to recognize the source from where the data is imported.
Field Name
Description
Add
Allows to add sources , source tags and tags.
Add Source
Field Name
Description
Source
It allows to define Source Name. Defined Source name is viewed while importing the data where define source name can be selected
Save
It will allow to save the Source name
Add Source Tags
Field Name
Description
Source
It allows to define Source Name. Defined Source name is viewed while importing the data where define source name can be selected
Save
It will allow to save the Source name
Add Tag
Field Name
Description
Source
It display the Source Name under which Tag name can be created
Tag Name
It allows to define the Tag name
Save
It will allow to save the Source name
Note:Before Creation of Tag it is mandatory to select Source information under which multiple Tag can be created
Edit Tag
Field
Description
Source
Source name
Tag Name
Tag name
Save
Saves the changes made
System Parameter
System parameters are used to maintain configuration over the operation of the ACS system System parameters define the key settings for the whole system. Changes made in this option will affect the entire application Web ACS allows configuration of Product, Admin, Telephony, Reports parameters This is a very powerful option which give full control over the behaviour of Web ACS system as per user requirement
Field Name
Description
Parameter Description
Description of the parameter
Configurable
Tells whether the parameter can be configured or not
Help
For understanding purpose of the users
No. of values
Shows the no. of values within that parameter
Queue
Main Purpose of this template is to create queue Skill wise and associate with process Queue Type such as FIFO, Skill Based can also be defined at the time of creation of queue Each queue is a set of unique skills in it Eg: If Queue 1 has Language English then we can’t add English for another queue Multiple queues can be created for a single process Call to be transferred is maintained in a particular queue and transferred on availability of agent
Field Name
Description
Active
Displays list of active Queue available
Inactive
Displays list of inactive Queue which are not available and disabled
All
Displays all Queue available both active and inactive
Add
Allows to create a new Queue
Search
User can enter the queue name and search the queue
View
It will list the names of the queues created
Edit
Allows to Edit the existing Queue
Save As
Allows to make a copy of existing Queue and save it with a different name
View Process
Displays the processes allocated to the Queue
Delete
Allows to delete the selected Queue
Add New Queue
Field Name
Description
Queue Name
Proper Queue name needs to be defined
Type
User can define the Queue based on following 2 types FIFO: -This means Agent who is longest available the call will route to that Agent first Skill Base: – This means the call will route to Agent based on their skills assigned
Status
Checking this option, activates the Queue
Add Queue Details
Field Name
Description
Skill Master
It will show all the skills type which are created under Skill tab User can select the required skills and can assign to the Agents
Skill Details
It will show all the Skills details which are created under each skill type User needs to simultaneously select the skill Details with Skill Master that can be further assigned to Agents
Proficiency
Skills wise Proficiency can be set which will be further Assign to Agent and based on Queue skills Call will get routed to Agents For Eg:- Suppose there are 2 agents both have same skill but different proficiency defined as below. So call will route to the Agent having higher Proficiency Agent 1 English Knowledge 5 Agent 2 English Knowledge 7 So call will get routed to Agent 2
Edit Queue
Field Name
Description
Queue Name
Proper Queue name needs to be defined
Type
User can define the Queue based on following 2 types FIFO: -This means Agent who is longest available the call will route to that Agent first Skill Base: – This means the call will route to Agent based on their skills assigned
Status
Checking this option, activates the Queue
Next
Save the changes and go to the next page
least Cost Routing
This is an exciting feature provided by Web ACS to enhance business profitability Least Call Routing means dialling the number using the specific trunk group, so that the cost benefit can be taken for the call Most of the service providers offer discounted rates for making calls on a particular number series (Airtel to Airtel), so we can define the number series of a specific service provider and assign particular trunk group for making calls on that number series Source Tab option enables tagging the dialling data used for outbound campaigns, further these details are used to analyse the data quality
Field Name
Description
Service Provider
Series
Edit
Add Least Cost Routing
Field Name
Description
Add new series
Lets you add parameters such as Service provider and Series
Save
Saves all the details and leads to the next page.
Edit Least Cost Routing
Field Name
Description
Edit new series
Lets you edit parameters such as Service provider and Series
Save
Saves all the details and leads to the next page.
Break Logout Reason Management
This tag allows to specify the reason behind logging out.
Field Name
Description
Reason name
To add the reason name
Reason title
To add the reason title
Status
status of user
Online
Current Status of user
Save
Saves the reason and redirects to the next page.
Add break logout reason
Field Name
Description
Reason name
To add the reason name
Reason title
To add the reason title
Status
status of user
Online
Current Status of user
Save
Saves the reason and redirects to the next page.
Edit break logout reason
Field Name
Description
Reason name
To add the reason name
Reason title
To add the reason title
Status
status of user
Online
Current Status of user
Save
Saves the reason and redirects to the next page.
Report
Field Name
Description
Report title
Email account can be configured by defining Email Id, Account Type, Server Name,User Name, Password
Function module
NAme of the module
Screen type
Way in which the data is retrieved
View
To view the report
Edit
To edit the report
Delete
To delete the report
Add Report
Field Name
Description
Add Report
Allows you to add a new report
Save
Clicking save will save the details and direct to the main page
Edit Report
Field Name
Description
Add Report
Allows you to edit a report
Finish
Clicking finish will save the changes and lead to the next page
Customer Multiple Recording
Purpose:
This function is used to get recording link of multiple (bulk) calls
Use Case:
When CRM / Business application needs to fetch recording of multiple calls, either for playback or analytic purpose, this method can return URL of multiple calls.
User Input Parameters:
Node
M/O
Data type size
Value
Description
method
M
Text
customer_multiple_recordings
Unique Command for JSON Request. (This method value will not be changed)
apikey
M
Text
test_org
Unique key assigned to an organisation. (This API key will change per client organisation)
servicekey
M
Text
VoiceProcess
Unique key map to the process. (This service key will change per client process)
This easy-to-use interface makes it simple to add files to the library. It also gives you clear choices to customize things like language, department, and product details.
When you click on the library, a new module will open, initiating the “Add File” function. Upon clicking “Add File,” another module will open, presenting multiple options to choose from.
In this module, you’ll find an input box for the file name, another for the file type, and radio buttons allowing you to select between linking to a file or uploading one directly.
Additionally, a navigation bar will be visible, offering three main options: “Languages,” “Department,” and “Products.”
Under the “Languages” section, you’ll find checkboxes for selecting the desired language.
In the “Department” section, checkboxes will be available to specify which department the file relates to.
Finally, under “Products,” you can view and select the relevant product.
Once all necessary selections have been made, you can proceed by clicking the “Finish” button to complete the process
Deployment Architecture - Public
Business Hours
You can configure “Business Hours” :
Configure Services setting < Configure < Business Hours
In the business hours module, you have the flexibility to tailor your availability based on your business schedule. For each working day, there are toggle buttons conveniently located, allowing you to easily enable or disable specific days. Once enabled, you can select your preferred start and end times, providing clarity on when you’re available to engage with customers.
Moreover, if your business operates in multiple shifts or has varying hours throughout the day, you can select multiple time slots to accurately reflect your availability.
To streamline the process further, you can assign a template name and specify your time zone to ensure consistency and accuracy.
Once all selections are made, simply click on the “Save” button to apply the changes.
By configuring your business hours in this manner, users will only be able to contact you during the specified time slots, enhancing efficiency and communication clarity.
Calendar
After clicking the calendar icon, the calendar will open up, displaying scheduled events and the current date. Check out different ways to look at your calendar, like by day, week, or month also you can manage events directly within the calendar interface.
You create an event in the calendar,
Steps:
Select Date/Time: Click on a date or time slot on the calendar where you want to add an event.
Open Add Event Popup: A pop-up window titled “Create an Event” will appear.
Fill Event Details: Enter the event details such as title, description, location, and set reminders as needed.
Select Attendees: Choose attendees from a list of pre-existing business associates. If adding customers, provide their email addresses.
Confirm Event Creation: After filling in the details, click on the “Finish” button to confirm event creation.
Confirmation Emails: Attendees will receive confirmation emails once the event is successfully created.
7. Edit or Delete Events: If needed, you can edit or delete events later on.
8. Prevent Scheduling in the Past: If you attempt to select a past date or time, a pop-up message will remind you to check the date and time selection.
Add jodoLink to Twitter
Step 1. Log in to your Twitter account.
Step 2. Click on the text box
Step 3. Type the text that you want to include in the Tweet.
Step 4. Type/Copy – Paste the jodoLink URL in your tweet message.
Step 5. Anyone who reads your tweet can click on the jodoLink to connect with you.
Skill template
Jodo Admin Template
Jodo voice call
When you click on the call icon, your call will start, and the following window will be displayed. You can continue to chat and/or share files, location, etc. with your contact even as you speak.
You can place your call on hold by clicking on the hold button.
You now also have the option to share your screen or convert your voice call into a video call.
Jodo C3 Call-Back
Whenever a callback is requested the agents can see the calls on the callback tab. Firstly need to select date range and process. Clicking on the callback tab the agent can dial out the customers from the list. Once the customer is dialed the number will be deleted from the list.
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.
Document Sharing
Customers can easily share their documents by using the attachment pin, as indicated in the screen below.
Just click on the attachment pin (Attach a file) option, choose your document, and then click “send” to share it.
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.
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.
Team Messaging
Team Messaging enables the supervisor to communicate with an internal team member. When they are on the call, the supervisor can guide the counselor by message and can also resolve the counselor’s questions.
Jodo Barge-in
Card view
Card views are useful for changing the UI look of a card form. The layout can be designed in accordance with the supervisor.
Layout changes
Delete: The Delete option assists the supervisor in removing unneeded boxes. Edit: The Edit option allows you to change the box setup in real-time. Export: If the supervisor wants to save the layout box on his device, the export option is available.
Layout Setting
The supervisor has complete control over creating a layout by adding it via ADD Layout. He can then edit the layout to meet his needs using the EDIT Layout option. Any unneeded layout can be removed using the DELETE Layout option.
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
Status Description
Once the file is imported successfully, it will show the successfull message.
Workflow integration
Jodo supports multiple workflow integrations, users can assign disposition or reasons as well as next action steps at end of the customer conversations in Jodo Widget as shown here.
Add Reset CAll List
Reset Call List is based on the Call Disposition type i.e Telephony Disposition or Agent Disposition. It is used to decide whether a count of calling to a customer should be maintain or make it zero. If it is RESET, the calling count becomes Zero and that contact is ready to call again by an Agent. If it Reprocess then count remains at it’s value, and Agent will call the customer based on Calling count. We can see the list of Reset Call request on the Reset Data Monitor screen. Select the date range and and search, it will show the Reset Call List Screen where List information is displayed. After selecting required fields Session list and Disposition list populates accordingly the selected value. You may select required data from list and proceed further to view the request.
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 Name
It consist of all the processes that are related to Organization.
Process Type
Process type defines what is the type of request. i.e Reset/Reprocess.
Session
Session defines the type of sessions. i.e Active/Inactive.
Reset Count Less than or Equal to
It defines the number of call list count which is to be Reset.
Call type
It defines what type of call is set. i.e Callback or Fresh call.
Process
Process button is used to get the request information of selected type.
Within the “Custom Configuration” module, user have the options such as “Upload File” button and “Edit” button for the widget message, and the ability to add notes. Additionally, we can easily copy the notes by clicking on the copy icon.
After clicking the “Upload File” button, a dialogue box appears, allowing us to select a file. Once selected, we can submit and then it will save it to the custom configuration.
After clicking on the “Edit” button, a dialogue box appears where we can edit widget messages, also we can select language for widget message and then save our changes.
Add Disposition Template Page
Field
Description
Template Name
Display the Template Name in which new Dispositions will be created
Reason
To Provide a valid reason
Master Code
It shows the master code which has been defined by the user while creating the master template. User get to see this field while creating the ‘Master’ disposition only if the ‘auto increment’ option is not selected while clicking on ‘Add’ button while creating the disposition.
Status
Enabling this option will display the disposition in wrap-up mode to agents
Next
Clicking on Next will save the changes and takes to the next window
Cancel
Directs to the Main window without saving the template
Meeting duration
Every customer is different- so you have the flexibility to choose the duration of your meeting.
Meeting duration can be selected from (15 minute, 30 minute and 1 hour) as shown in above screen and once the duration is complete the meeting will end, if the agent wants to continue the meeting then he/she need to create a new meeting using the add button as extending the meeting duration is not allowed.
Delete: The Delete option assists the supervisor in removing unneeded boxes. Edit: The Edit option allows you to change the box setup in real-time. Export: If the supervisor wants to save the layout box on his device, the export option is available.
Client Information Form / CRM
To access CRM you need to log in with your credentials and navigate to the “toolbar” section, which will redirect you to the welcome page. From there, proceed to “Jodo Services Setting” and click on “configure.” This will lead you to Module Page, select the “Client Information Form/CRM” card
Inside this, you’ll find “Form” and “Business Script” tabs where you can customize the appearance and language of the customer form and business script.
Choose your preferred language for both tabs.
To add text fields to the customer form, click on the desired field from the right-hand corner and then save. If you want to preview the form you can click on save & preview.
Editing options include changing the label name, adjusting the length, and making fields required.
Use the “move” button to reposition fields.
And the toggle button to enable or disable the fields
Once satisfied with the form, click on “save” button to save your changes. For a preview of your CRM, click on “Save and Preview,” which will save changes and display the preview in the Call guide tab.
In the “Business Script” tab, you have the option to choose the language. You can set the Business Title, Subtitle, and Text Fields such as “Number,” “First Name,” “Last Name,” etc.
Additionally, you can manually type any desired information about the business into the script. After making changes, click on the “Save” button to save all modifications. You can also click on the “Save and Preview” button to preview your Customer Form.
PRI/SIP Trunk at Data Center with call & data routed to Home-based agents on VOLTE Tablet/Mobile with SIM card
PRI/SIP Trunk at Data Center with call & data routed to Home-based agents on VOLTE Tablet/Mobile with SIM card
Skill
Skills option is used to define skills which are necessary for different processes. This acts as a Master and is mandatory before creating Users and Skill template Here we can define different Skill Types such as 1.Skills based on Knowledge of Product 2.Skills based on Language etc. Each Skill Type has Skill Details that act as sub types
Field
Description
Search
Search functionality allows us to search both Skill Type and skill Detail
Edit
It allow to edit the defined skills
Save
It allow to Save the defined skills
Skill Type
This indicates the type of skill defined e.g.Language
Skill Id
This indicates the Id of skill defined
Skill Detail Id
This indicates the Id of skill detail defined
Skill Detail
This indicates the skill detail of skill defined e.g. Hindi,English.Also before creating Skill Detail user need to select Skill Type under which multiple Skill details can be added
Call Info
The Call info tab provides valuable information about the customer to the user:
This includes the customer’s device, browser, the OS of the device, the customer’s location from where the call is originated product details and the available bandwidth of the customer .and also the details of the product from which the call is originated.
Jodo Use Case - Healthcare Industry
End Session
If you want to conclude the session just click on “End Session”.
Parameter-Wise Filtration to Retrieve Recording
Recordings can be filtered using DNIS and CLID.
Adding these parameters to the filter enables extracting recordings based on DNIS and CLID.
Field
Description
CLID
QA can retrieve Recording based on CLID. For E.g.:- if QA only has the number and require to Review the recording for a specific number than QA can enter that number in CLID text field.
DNIS
QA has an Option to retrieve Recording based on DNIS.
Extension
QA has an Option to retrieve Recording based on Agent Extension number.
Add
Post selection of parameter click on Add button to display all the parameters in selected criteria window.
Selected criteria
Selecting Criteria display all the fields which are added if any one fields needs to be removed from it than we need to check that field and click on remove button.
Filter Name
Define a Filter Name which will be a template defined for the selection criteria and can be used in future to retrieve the recordings of the same filter.
Data Display Template
It gives an option to select the Data Display Template which will display all the fields which are selected For Eg:-Agent Name Duration of Talking Time Wrap-Up Time Agent extension All Fields will be viewed while generating Recording
Data Summary
Data Summary shows the details of the data imported in the system.
It shows the data details in terms of Session Name, Import Count, Dial Count, Pending Count, Successful & Unsuccessful count.
Field
Description
Data Display Template
Data Display Template allows to select the template based on which the data can be viewed.
Process
Type of Trunk drop down allows selecting the trunk type. E.g.: All, Customer Line, Agent Line, Conference Line, Team Leader line, Supervisor Line.
Tenant Name
Tenant Name shows the tenant under which the selected process is created.
Process Name
This tab shows the name of the selected process.
Session Name
Session Name tab shows the details of the dialling session for the selected process. Eg: Manual, Voice In, Voice Out, Blended etc.
Import Count
Import Count shows the number of data imported in the system.
Dial Count
Dial Count shows the number of dialled calls from the system.
Pending Count
Pending Count shows the count of data on which dialling is pending.
Migrating your Contact Center operations to the Cloud
The Cloud (PaaS/SaaS) is fast becoming a standard for distributed software, services, and tools. Methods of deployment can be as simple as a one-time log-in for services, connecting services to resources around the globe. A more daunting prospect is migrating existing services to the Cloud – especially with a Contact Center. Here are a few helpful pointers if you are considering a move to the Cloud;
Legacy Equipment; many enterprises operate with legacy systems, which have run (quietly and efficiently) in the background for perhaps decades. Even a local PBX (telephony switch) or desk-side telephones present a challenge. Planning a migration needs to include a period of parallel operations to ensure that equipment that is being phased out has been adequately replaced by Cloud services.
Legacy Providers; alongside older equipment will be service and maintenance providers. An integral part of migration must include negotiations that encompass those providers – usually through a drawdown process. You may actually find the provider also has a Cloud offering – so it may make sense to “stick with what you know”!
Like-for-Like Operations; applying your business wants and needs to an existing Cloud vendor service means having to define all of those aspects. Larger enterprises invoke a process when tendering for new services, known as “RF” (RFP, RFI, etc.) The same processes come in handy when looking for the right Cloud services. Defining and scaling requirements also gives you a greater insight into what services you have, what services you need – and which ones you don’t!
We’ve covered a little about processes and technologies – but don’t forget about your people! New Cloud methods and technologies will bring changes to your workforce and they will need to be (re-)trained. A good rule of thumb is to take a look at your business wants and needs (see the RF process, above) – and include your resources and workforce.
Migrations to the Cloud needn’t be a daunting prospect – even for a larger enterprise. The fun is all in the planning!
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.
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.
Role Function Permission
Audit Trials
The changes made to the system are tracked and can be viewed from Audit trail option Audit Trail can be performed Date wise, user wise, function wise and based on action performed by user It also displays Old configuration and New changes implemented and allows to extract audit trial report
Field
Description
Date
Audit Trial can be viewed by selecting the Date Range.
User
Particular user can be selected and audit trial can be viewed for that user.
Module
Audit trial can be viewed based on different modules.
Show
Will show the list of trials based on the selected criteria.
Export
Will extract report on the audit trial.
Date Time
Date and Time at which the information was modified.
User Name
User name who modified the information.
Action
Action performed like edit, delete, add., etc.
Action Performed
Details of action performed on which module.
Information Changed
Details of the information changed.
Agent Status: Logout Summary
Call outcomes
To configure “Call outcomes”:
Jodo Services setting < configure < Call Outcomes
In the Call Outcomes module, there are two main choices: Status and Next Action. First, let’s talk about the Status part. Click on “Add Status,” and you can make a new status for your call outcomes. Just type in the status name you want, then click “Save” to add it to your list of statuses.
This simple method enables you to swiftly add personalized status options, effectively organizing your call outcomes.
Moving on to the Next Action section, the process is similarly straightforward. Click on “Add Next Action” to create a new action for your call outcomes. Here, you have two options to further specify your next action: adding the action itself and selecting the action type. After defining these details, hit “Save” to include the new next action in your list.
In short, these steps make it easy for users to handle call outcomes in the Call Outcomes module. You can customize and organize statuses and next actions to manage your calls more efficiently.
Client Information Form / CRM
To access CRM you need to log in with your credentials and navigate to the “toolbar” section, which will redirect you to the welcome page. From there, proceed to “Jodo Services Setting” and click on “configure.” This will lead you to Module Page, select the “Client Information Form/CRM” card.
Inside this, you’ll find “Form” and “Business Script” tabs where you can customize the appearance and language of the customer form and business script.
Choose your preferred language for both tabs.
To add text fields to the customer form, click on the desired field from the right-hand corner and then save. If you want to preview the form you can click on save & preview.
Editing options include changing the label name, adjusting the length, and making fields required.
Use the “move” button to reposition fields.
And the toggle button to enable or disable the fields.
Once satisfied with the form, click on “save” button to save your changes. For a preview of your CRM, click on “Save and Preview,” which will save changes and display the preview in the Cal guide tab.
In the “Business Script” tab, you have the option to choose the language. You can set the Business Title, Subtitle, and Text Fields such as “Number,” “First Name,” “Last Name,” etc.
Additionally, you can manually type any desired information about the business into the script. After making changes, click on the “Save” button to save all modifications. You can also click on the “Save and Preview” button to preview your Customer Form.
All Jodo reports
Team Messaging
Team messaging is to facilitate efficient communication and collaboration among team members. It allows for quick exchange of messages and information, enabling teams to stay connected, coordinate tasks, share updates, and work together effectively, regardless of physical location or time zone differences.
Below highlighted option facilities you with a option to filter online and offline user.
Add jodoLink in LinkedIn
Step 1. Log in to your LinkedIn account.
Step 2. Click on the Post and get inside the text box.
Step 3. Type the text that you want to include in the Post.
Step 4. Type in the URL for the hyperlink that you want to include, starting with the “HTTP://” prefix. If you have the URL open in a Web browser, highlight it, press “Ctrl” and “C” simultaneously, then click inside the Linkedln text box and press “Ctrl” and “V” at the same time. This will copy and then paste the link.
Step 5: Click on the Post and the link will be posted.
Email Server settings
Callback Request Form
To configure and create callback request form :
Jodo Service setting :
Jodo services setting > call back request form.
Click on this card to access the default callback form template. Within the Call back request form section, you have the option to view the default callback form by clicking on the “view” button.
Additionally, you can customize your own template by clicking on the “add” button located on the right side of the default callback card.
Upon clicking the add icon, an exact replica of the default callback card will be generated as another card, offering options such as “delete,” “edit,” and “copy” for further customization and management of your callback form templates.
This step-by-step process ensures seamless navigation and customization of callback request forms within the Jodo Toolbar interface, empowering users to tailor their callback forms to their specific needs and preferences.
Once you’ve created your custom callback form template, you have the freedom to personalize it to your liking. You can assign a unique template name, add, delete, and rearrange input boxes as needed. After making your edits, simply save your changes by clicking the “SAVE” button. If you need to remove a custom card, you can do so with the delete button.
Additionally, you can easily duplicate your custom card using the copy button, which includes an auto-paste feature for convenience. This allows you to quickly create and modify similar templates to suit your requirements within the Jodo Toolbar interface.
Jodo Media Control
On an active tab, the communication control is available on the Agent screen, with the help of which the Agent performs the following activities “End” “Mute,” “Hold,” and so on. , and initiate a conference call with the internal, external, and user while on the phone.
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.
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.
Social media was ideally meant to interact with your known ones who reside on the other side of the globe social media started chat and voice option long back but looking at its increasing popularity, social media is now used for business and marketing too. From the marketing perspective, it has still not advanced to a level where voice and video calling can be initiated. Through Jodo you can enable this option on social media pages and also keep a track of your leads.
Yes, Jodo by default offers 24X7 support for P1 issues, if a customer wants to opt for 24×7 support for another severity level he can connect with the account manager.
The Jodo Toolbar is a browser base module for a user interface that integrates all communications channels including voice, video, and chat. It allows you to interoperate from one media to the other during a single session. Its design is contextual and responsive, making it extremely user-friendly.
Jodo C3 QA
The Jodo Quality module is used to pull out recordings. Date and Process selection is mandatory. Recordings of specific users can be pulled out using the Group Selection tab. The parameter tab pulls out a particular recording by entering CLID, DNIS, and Extension.
Jodo C3 OLM
Jodo C3 Reports
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
Session
End Session
If you want to conclude the session just click on “End Session”.
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
Command
Description
EndCall
Call is terminated successfully
EndCallFailed
Failed end data
DNC Request
DNC Request is abbreviation for “Do Not Call Request.” This screen shows the requests that are raised when a customer should not get a call back from an Agent. It comprises of the file in “.CSV” format which contains the customer information.
Field
Description
Date
Sessions can be viewed by selecting the Date Range.
Search Button
Search button allows us to search the requests based on the filter criteria define with the available filter options.
Add DNC Button
It is used to create a new DNC Request. We need to provide Template name, DNC type i.e “Blacklist/DNC”. DNC validity i.e “Date Range/Permanent”. and Media list.
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, Process name, Request date, Status, User and view.
Add Disposition Master Reason Page
Master Code
It shows the master code which has been defined by the user while creating the master template. User get to see this field while creating the ‘Master’ disposition only if the ‘auto increment’ option is not selected while clicking on ‘Add’ button while creating the disposition.
Edit
Allows to Edit the existing Template
Delete
Allows to delete the configured Trunk Group Template
Disposition
The status or next steps entered in Jodo can be automatically updated in the integrated applications for each customer record.
Call Info
The Call info tab provides valuable information about the customer to the user:
This includes the customer’s device, browser, the OS of the device, the customer’s location from where the call is originated product details and the available bandwidth of the customer .and also the details of the product from which the call is originated.
Meeting Calendar
For scheduled meeting, choose your preferred date and time and book your calendar for the demo.
The supervisor has complete control over creating a layout by adding it via ADD Layout. He can then edit the layout to meet his needs using the EDIT Layout option. Any unneeded layout can be removed using the DELETE Layout option.
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
Generate Reports
Generate Reports assists the Supervisor in retrieving all types of reports from the report module.
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.
Steps to Schedule Reports
Steps to generate the scheduled reports:
Step 1: Click on the report you want to schedule on the Home page.
Step 2:Click on the generate report
Step 3:A window will pop up asking for all the details.
Step 4:Select report type “Scheduled” and fill in all the required information asked.
Step 5:Click on generate and the required report will be fetched.
All the scheduled reports can be seen Under the Scheduled Reports tab on the left-hand side of the Report Module.
Agent login Report
Agent Login Summary provides us with detailed information about the Agent’s logged-in Date, Login Id, and Name.
It shows the Agent’s login time, his/her logout time, Total time the Agent was logged in.
It also provides the Total call count handled by the Agent.
Salesforce digital
Jodo Toolbar – Chat
This is the Chat window that will open on the user’s screen when he receives a chat request.
The chat window provides vital customer information to the user. For example the customer’s location, device, and browser details. If the customer has interacted with the user previously, the details of the call will be available in ‘History’. The user can handle 5 concurrent chats at a time.
You can start typing your messages in the chat bar. You can share documents using the attachment pin or share emojis too.
You may send a request to start a voice or video call with the caller by clicking on the voice & video buttons.
From where does one download Jodo Widget script for my website?
You will receive a link to download the Widget after you have completed the subscription from jodoworld.com website. The Widget is supported for iOS, Android and PC.
What are the post installation setting in case jodo Widget is not visible on my website?
Make sure that your browser javascript is enabled and Jodo widget is configured for the domain name.
Post subscription for jodo, I have not received the Jodo activation link?
Check your Spam folder/mailbox for the activation link.
I see ChatBox/CallBox code and Button Code?
We use ChatBox/CallBox code for WordPress where the menu will be displayed in the bottom right corner for every page on the site. The "Button Code" is used to have a chat/call button on a single page. You need to cut and paste the code into your html file manually.
What happened if visitor/customer contact me through website Click2Call and UnifiedToolbar app in my mobile is not started yet?
If your jodo app in your mobile is not started, customer will receive callback option to submit so that after loggin agent can contact back on voice or email as the details shared in callback form.
If I install UnifiedToolbar app into multiple devices, which one will ring if customer contact me?
You could install into multiple devices (android mobile, android tablet, PC) but you can login on single device at a time or you can use different user account for each individual device.
How could I send images/photos during the chat/call?
You could send individual image or photo by clicking on upload sign during the chat. You could also combine multiple photos/images by clicking the upload and select icon and add images/photo into the active chat session to send.
Could I call back customer?
With same session if the voice call is dropped due to network failure and customer is still active on chat, in this scenario agent can send call / video request to restart the session.
Save user information
Please remember to save the information that you have uploaded- any changes that you have made will reflect once you click on the Save button.
Add Skill Type
Field Name
Description
Skill Type
It allows defining the skills Skills are basically required for Inbound Process Defined Skills are viewed while defining Skill Template
Save
It allow to Save the defined skills Type
Jodo CRM
This is Jodo’s integrated CRM.
The CRM will show the customer’s name and other information that is captured from the welcome web form filled up by the customer while setting up the call. The other fields will be populated from the data available in the database.
For a repeat customer, Jodo can populate this information using cookies stored from the previous call.
The customer data can also be updated/edited during the call as shown in following picture. This information will be saved to the database.
Jodo - Insurance Industry Use Case
Jodo CRM
This is Jodo’s integrated CRM.
The CRM will show the customer’s name and other information that is captured from the welcome web form filled up by the customer while setting up the call. The other fields will be populated from the data available in the database.
For a repeat customer, Jodo can populate this information using cookies stored from the previous call.
The customer data can also be updated/edited during the call as shown in following picture. This information will be saved to the database.
jodoLink SaaS
In this section we provide you videos and documents to configure, set-up and use jodoLink
jodoLink Use Cases
jodoLink can be used in almost any aspect of business operations. Please review below a few of the Use Cases
jodoLink Brochure
jodoLink can be used in almost any aspect of business operations. Please review below a few of the Use Cases
jodoLink Onboarding Videos
JodoLink Onboarding Videos gives you the Video Solution of Jodo Settings.
Subscribe to jodoLink Services
In this section, we shall see how to subscribe to the jodoLink services.
jodoLink Basic Configuration
jodoLink Service allows you to configure and set up user profiles and company settings.
jodoLink Configuration - Advanced Settings
This video will explain the various configuration setting available to you in the advance setting tab.
jodoLink Configuration - CRM
The customer form displays the customer information that has been captured in the welcome form.
jodoLink Configuration - Call-back form
The callback form will ask the caller to leave their details when you are not available to answer their call.
JodoLink configuration - Welcome form (pre-session)
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jodoLink Toolbar - User Interface
Please watch the video below to learn information on how to use Jodolink Toolbar.
Customer Interface - jodoLink Widget
In this video, you will see how you can communicate with a business person through JodoLink.
jodoLink - Reports
This video will show you how to generate and view reports.
JodoLink - FAQ
Jodo Links allows your customers to start LIVE Voice, Video and Chat conversations with you.
jodoLink Use Case videos (Marketing)
jodoLink transforms bussiness communications. With jodoLink you can start live conversations
jodoLink Use Case Videos
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Jodo Link offers a unique URL solution that can be used to start secure D2C voice, video & chat interactions with your customers – Globally.
Jodo Link transforms business communications (as you know it currently). With Jodo Link Start live conversations from:
Emails & Email signatures Social media posts QR codes Videos & banner ads – make them instantly interactive Presentations, Documents, Application & Forms Chatbots on websites & messengers like WhatsApp, Telegram, & Signal SMSs, Chats, and many more
Jodo Link offers 3 distinct services – the user can choose the service that best fits their business role.
1.Jodo Link:
Jodo Link – as a fundamental service, generates distinct links (URLs) for each user. Customers can easily connect with the desired individual by simply clicking on the link. An organization can subscribe to a single account – this serves as the administrator account. The administrator is authorized to invite and create multiple users.
The organization’s profile and other standard features will be configured by the administrator while each user can individually setup their personal profile.
To subscribe to any of our services directly you can visit our store (store.avhan.com) & click on “Get Started”
For help during subscription click here (subscription video/ppt)
Jodo is browser driven and a user does not need any specific app or device to get started. Any smart device, an internet connection, and a browser are all that is required to get going! You have the flexibility to choose any browser: all standard browsers like Chrome, Edge, Firefox, Safari, and Android are supported.
The user interface to log in to Jodo is called the Jodo toolbar. You will receive calls within the toolbar. From here, you will be able to chat, start a video call, share documents, and files, share your screen, or view the customer’s screen too. The toolbar provides you insights on the customer’s location, bandwidth, device, etc. helping you to make your conversation contextual and meaningful. As a user, you will be able to access records of your customer interactions via the media traffic tab in the toolbar. A summary of your calls in a working day is viewed in the dashboards. First-time users will have to set up their Jodo Link profile. This is done from Jodo Services accessed via a tab in the Jodo Toolbar. Kindly note that job services are accessible only to the admin. Users can set or edit their profile by clicking on their user name in the toolbar.
Jodo Services: This is the tool to set up, edit and invite users. To begin the journey
1.) Set up the company profile – Add your company name and logo – this information will also be used in your Jodo Link URL 2.) Set location details – To update your company address, click on the “Location” tab. 3.) Configure User details – Here you can add your profile picture and define the alias to be used in the job link. Please note that your alias can be set only once and changing the alias modifies the job link 4.) Edit / Add user (this option is available for Jodo link for teams subscriber)– Here you can make changes and set profiles of existing users or invite new users to Jodo Links. 5.) Configure other processes and save – Jodo offers you the choice to create your own templates for customer forms, welcome forms and callback forms, and quick emails. The welcome form and callback form are accessed via the Advanced settings 6.) Customer form: Jodo has an integrated CRM called the customer form. You can create your own CRM template by choosing from the various fields offered in the CRM. 7.) Advanced setting – Welcome form and callback form are accessed via the Advanced settings. If you wish to display a welcome form to capture customer information at the start of a call, you must enable the welcome form in this section. Also, if you would like to have information about any customer call that you may have missed, you need to enable the callback form. Welcome form and callback will be displayed to the customer only and only if they are enabled in the advanced settings 8.) Jodo Reports – Jodo Link offers 2 reports: a) Link page report which provides records of all call details b) Call back report which gives you a summary of the callbacks that were set in the specified period. The reports can be generated on demand or scheduled for generation at the desired time. 9.) FAQs – For any other queries on Jodo Links, please refer to our FAQs 10.) jodoLink customer interface/widget – The customer will click on your Jodo Link shared with them to start a direct voice-video conversation with you. The customer interface, that is the Jodo Link widget, offers 2 themes – you can set your theme in Jodo Services. To learn more about the customer journey click here (widget video/ppt)
jodoLink Onboarding Videos
JodoLink Onboarding Videos gives you the Video Solution of Jodo Settings.
Jodo Toolbar
Explanation of the business Jodo User Interface (Toolbar)
Jodo Services
Configure features in your JodoLink Subscription
Jodo Store
How to subscribe to the JodoLink
Company Details
Configure and manage your company details
Advanced Setting
Configure features to define Customer User journey
Customer Form
Setup Customer form to manage customer interaction
Form Configuration
Configure the Callback and Welcome forms
Jodo Widget
Explanation of the Jodo Customer Interface
Reports
Jodo Reports
Subscribing to jodoLink services
In this section, we shall see how to subscribe to the jodoLink services.
This video shows you how to subscribe to jodoLink services
Getting Started
New User Registration
Confirmation of subscription
jodoLink Subscription Confirmation mail
Set your Password
jodoLink Basic Configuration
jodoLink Service allows you to configure and set up user profiles and company settings. There are separate videos for each configuration/setting- These videos are available in the respective section.
Jodo Toolbar Login
Jodo Toolbar Welcome page
Configure Jodo Service
Edit company settings
Set Location details
Configure User
Edit or Add User
Edit User
Save user information
Configure other process
Change Password
Custom Configuration
Within the Custom Configuration card, users have the option to enable or disable various features related to callback request forms, appointment URLs, customer forms, and welcome forms
If the callback request form is enabled, users can select either a callback form or specify an appointment URL. For the appointment URL, users can input the desired URL. Additionally, users can choose to enable or disable the customer form. If enabled, users can select Jodo CRM for further customization. Similarly, users can enable or disable the welcome form.
Similarly, users can enable or disable the welcome form. If enabled, users can configure the welcome form, which is a subset of fields found in the customer form, such as mobile number, personal number, and first name.
Users can also select the widget trigger type, either auto-start or custom, and specify the widget starting time, with a maximum limit of 300 seconds.
Once all details are configured, users can save their settings to apply the changes effectively.
This streamlined process offers users comprehensive control over customizing and managing various forms and features within the Jodo platform.
Client Information Form / CRM
To access CRM you need to log in with your credentials and navigate to the “toolbar” section, which will redirect you to the welcome page. From there, proceed to “Jodo Services Setting” and click on “configure.” This will lead you to Module Page, select the “Client Information Form/CRM” card
Inside this, you’ll find “Form” and “Business Script” tabs where you can customize the appearance and language of the customer form and business script.
Choose your preferred language for both tabs.
To add text fields to the customer form, click on the desired field from the right-hand corner and then save. If you want to preview the form you can click on save & preview.
Editing options include changing the label name, adjusting the length, and making fields required.
Use the “move” button to reposition fields.
And the toggle button to enable or disable the fields
Once satisfied with the form, click on “save” button to save your changes. For a preview of your CRM, click on “Save and Preview,” which will save changes and display the preview in the Call guide tab.
In the “Business Script” tab, you have the option to choose the language. You can set the Business Title, Subtitle, and Text Fields such as “Number,” “First Name,” “Last Name,” etc.
Additionally, you can manually type any desired information about the business into the script. After making changes, click on the “Save” button to save all modifications. You can also click on the “Save and Preview” button to preview your Customer Form.
Callback Request Form
To configure and create callback request form :
Jodo Service setting :
Jodo services setting > call back request form.
Click on this card to access the default callback form template. Within the Call back request form section, you have the option to view the default callback form by clicking on the “view” button.
Additionally, you can customize your own template by clicking on the “add” button located on the right side of the default callback card.
Upon clicking the add icon, an exact replica of the default callback card will be generated as another card, offering options such as “delete,” “edit,” and “copy” for further customization and management of your callback form templates.
This step-by-step process ensures seamless navigation and customization of callback request forms within the Jodo Toolbar interface, empowering users to tailor their callback forms to their specific needs and preferences.
Once you’ve created your custom callback form template, you have the freedom to personalize it to your liking. You can assign a unique template name, add, delete, and rearrange input boxes as needed. After making your edits, simply save your changes by clicking the “SAVE” button. If you need to remove a custom card, you can do so with the delete button.
Additionally, you can easily duplicate your custom card using the copy button, which includes an auto-paste feature for convenience. This allows you to quickly create and modify similar templates to suit your requirements within the Jodo Toolbar interface.
JodoLink configuration - Welcome form (pre-session)
Business hours
You can configure “Business Hours” :
Configure Services setting > Business Hours
In the business hours module, you have the flexibility to tailor your availability based on your business schedule. For each working day, there are toggle buttons conveniently located, allowing you to easily enable or disable specific days. Once enabled, you can select your preferred start and end times, providing clarity on when you’re available to engage with customers.
Moreover, if your business operates in multiple shifts or has varying hours throughout the day, you can select multiple time slots to accurately reflect your availability.
To streamline the process further, you can assign a template name and specify your time zone to ensure consistency and accuracy.
Once all selections are made, simply click on the “Save” button to apply the changes.
By configuring your business hours in this manner, users will only be able to contact you during the specified time slots, enhancing efficiency and communication clarity.
Call Outcomes
To configure “Call outcomes”:
Jodo Services setting > Call Outcomes
In the Call Outcomes module, there are two main choices: Status and Next Action. First, let’s talk about the Status part. Click on “Add Status,” and you can make a new status for your call outcomes. Just type in the status name you want, then click “Save” to add it to your list of statuses.
This simple method enables you to swiftly add personalized status options, effectively organizing your call outcomes.
Moving on to the Next Action section, the process is similarly straightforward. Click on “Add Next Action” to create a new action for your call outcomes. Here, you have two options to further specify your next action: adding the action itself and selecting the action type. After defining these details, hit “Save” to include the new next action in your list.
In short, these steps make it easy for users to handle call outcomes in the Call Outcomes module. You can customize and organize statuses and next actions to manage your calls more efficiently.
jodoLink Toolbar - User Interface
Please watch video below to learn information on how to use Jodolink Toolbar.
Introduction to the Jodo Toolbar
Logging into the Jodo Toolbar
Welcome page
Quick summary of Toolbar
How to change your password
Jodo Toolbar – Dashboard
Jodo Media traffic
playback Recording and View Transcript
Jodo Toolbar - Chat
Jodo Toolbar - Voice
Media Control
Disposition/call outcome
call Info
Jodo CRM
Screen Share
Jodo Video
Calendar
view call back request in the Calendar
Creating an event in calendar
Jodo email
Location
Jodo Link Widget - Customer Interface
This is the customer-side interface referred to as a widget, where customers will arrive by clicking on your shared Jodo link.
Customers can initiate conversations with user, using the highlighted tabs for chat, voice call, or video call.
Jodo Link
Starting Jodo Chat
Sharing Location
Sharing File
Starting Jodo call
Jodo Call
Screen Sharing
Video Call
End Session
Chat Transcript
Feedback
Reports
In the report module you can generate historical reports of your calls.
You can find “Report” module at:
Jodo Services setting > Reports
In the “Generate New” option, you can create a report by selecting any of the available report options according to your preference.
After making your selection, pick the file type and set your timing preferences, whether for an immediate or scheduled report. Additionally, you have the option to generate a report within a custom range, including choices like today, yesterday, last 7 days, last 30 days, this month, last month, or a custom range. After configuring your preferences, click on “generate report” to create the report.
If you selected the scheduled type, it will appear in the “Scheduled Report” tab for future reference.
You can view generated reports in the “Generated Report” tab
This video will show you how to generate and view reports.
Jodo Services setting
Jodo provides “Jodo Services Settings” to configure account settings with various options.
The product module lets users add their company’s products and set the product profile. To add a product click on the Add Product/Services.
You can set profile picture for the product and also give product name as shown in the highlighted image below.
Moreover, the rich text editor offers advanced formatting options, including bold, italic, and bullet points, allowing users to create engaging and informative product descriptions.
You can set the status of a product, indicating whether it is active or inactive.
You have to provide product code for the product. The input field for product codes supports alphanumeric characters, ensuring compatibility with various coding systems and conventions used by different industries.
Similarly, the unit price input box accommodates both fixed and variable pricing structures, catering to diverse pricing strategies employed by businesses.
In the “Associated Teams” section, users can give particular roles and permissions to team members, making teamwork and managing tasks easier.
The “Attachment” feature allows you to include various file types like documents, images, and videos, making it easy to create detailed product documentation and marketing materials.
Select “Add file” to upload a file.
You can input the file name and choose the file type. You also have two ways to add a file:
1. Upload a file link 2. Upload a file from your computer
In the attachment section, you can use the “Languages” option to add translated versions of product stuff. This helps support people who speak different languages around the world.
The “Departments” section lets users organize attachments according to different parts of the organization, making it easier to find and stay organized.
In the “Products” section, users can explore and choose from a carefully selected list of related products, making it easier to promote additional sales opportunities within the platform.
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Within the “Business Market” tab, users will find an “Add” button icon. Clicking on this icon opens a new page presenting various options such as “Add Region,” “Country” dropdown, “State” dropdown, “City” dropdown, and an additional “Add Region” button.
Upon entering the necessary details, users can save the information by clicking on the “Finish” button. This allows users to add regions, countries, states, and cities. Additionally, clicking on the “Add Region” button enables users to include further regions as needed. This feature provides users with a convenient way to manage and expand their business market territories efficiently.
lastly click on the “finish” button to save the product.
Library
You can configure library :
Jodo Services setting < Library
This easy-to-use interface makes it simple to add files to the library. It also gives you clear choices to customize things like language, department, and product details.
When you click on the library, a new module will open, initiating the “Add File” function. Upon clicking “Add File,” another module will open, presenting multiple options to choose from.
In this module, you’ll find an input box for the file name, another for the file type, and radio buttons allowing you to select between linking to a file or uploading one directly.
Additionally, a navigation bar will be visible, offering three main options: “Languages,” “Department,” and “Products.”
Under the “Languages” section, you’ll find checkboxes for selecting the desired language.
In the “Department” section, checkboxes will be available to specify which department the file relates to.
Finally, under “Products,” you can view and select the relevant product.
Once all necessary selections have been made, you can proceed by clicking the “Finish” button to complete the process
Invite user
When a user logs into the Jodo toolbar, a welcome page appears on the screen, providing a friendly introduction to the platform’s features. At the top right corner of this welcome page, users will find an easily accessible icon labeled “Invite User.” Clicking on this icon initiates the process of inviting other individuals to join the platform. This straightforward approach ensures that users can quickly navigate the platform and begin inviting others to connect and collaborate effectively.
When you click on the “Invite User” icon, a new page will open with a navigation bar displaying two options: “Invite User” and “Pending User”.
In the “Invite User” section, you’ll find an option labeled “Add icon Button” to add users.
When you click on it, a dialogue box appears with fields for adding a user, including options for entering an email address and username. Additionally, there are two checkboxes labeled “Administrate” and “User.” Once you’ve filled in the necessary details, simply click the “Save” button to save the information.
After saving, we can view the details of invited users in the “Invite User” tab. When we click on the “Invite User” button, the invitation will be sent.
After that, in the ‘Pending User’ tab, we can view a comprehensive list of invited users.
Users
In “User” module, Administrator will able to add and edit users.
You can access user module :
Jodo services settings > Users
On Click of user module, all the users linked to the organization will be shown.
A user can Add a new user or can edit an existing one.
If you want to create a new user, just click on “Create new user”.
Then you will have options include uploading a profile image, editing your name, and accessing tabs labeled “About” and “Location”. Additionally, there are input boxes where you can enter your designation, email address, and provide information about yourself.
Within the tabs, you’ll find categories such as contacts, department, working hours, languages spoken, and access type.
The “Contacts” tab allows you to add contact details such as a phone number.
This page is helping to add a New trunk Group
Social Media
Jodo Social Media enables users to manage multiple social media platforms, including Instagram, Facebook, Twitter, etc., all within a single interface.
This feature enables users to post on social media and facilitates responses to posts and comments through predefined templates.