Datacapture & Transcription Service
Updated
by
BCH Digital Support
This service can be found under Call Handling > Data Capture & Transcription.
Campaign Setup
Create a campaign
Click on Add New:
Give your campaign a name. If you have campaigns already you can copy a current campaign. Afterwards click Add Campaign:
Configure a campaign
Click on the Manage button for the campaign you want to configure
You will now see the following options:
Duration - Set the Start and End dates of the service.
Working Hours - Set the times of the day and days when the service is available
Special Dates - Add in days that the service will not be available.
Data Transfers - When a call is finished, set an email address or email group.
Storage Period - Set between 1 and 90 days for the data to be stored on the portal.
Short Calls - Set a minimum call length in seconds for the call to be classed as a call to be captured
Transcription - Set up the transcription form including PAF.
Call Flow - Setup the flow of the call for the customer
DTMF - Set certain DTMF to go to certain points of the Call Flow
Configure the Call Flow
Audio files - Any audio files you will use in the flow need to be uploaded to Calll Handling > Global Settings > Audio Database.
Each step of a call is referred to as a node, and depending on which node you configure it as, will have different options.
To start click on the Welcome node and then click Edit:
From this node configuration page:
You can now configure the node to play an Audio File and then the Prompt Style you wish to choose. Each node has to play audio first before executing the configured Prompt Style.
These are:
Play File - Play an Audio File only (Audio prompts can be uploaded in Call Handling > Global Settings > Audio Database).
Play and Record Audio - Record audio from the caller
Play and Capture DTMF - Capture caller DTMF
Play and Repeat Input - Playback the previous entry from the customer
Play and Divert Caller - Forward the call on to another number. Destinations are configured in Configuration > Destinations
Play and Speech Recognition - Recognize various speech grammar patterns
Add or remove nodes
Click on a node then click Add (Below) or Insert (Above)
These nodes can then be configured as above
Numbers Assignment
Click on Numbers Assignment in the sub menu and then click the Configure button
Choose the Campaign you've setup from the dropdown and click Update.
Search
Choose your search criteria to show results.
Reports
Call Report
Show status of call transcriptions within a Campaign and Call Date.
Agent Report
Show's a breakdown of the records each User has completed.
Transcribe
See the Transcribe document for details
Export
Export your campaign with a custom CSV build with fields that you choose. Click on the Configure button:
You can now choose how the data is to be shown on the exported CSV
Users
Create/Edit users that have access to transcribe campaigns. You can choose between having User or Admin permissions. Only portal user accounts can be configured.
