A call center manager works on script flow with MergeComm.

How Does MergeComm Work?  Part 2

(Part 2 of 2)

In part 1 of this blog post, we learned how our MergeComm integration engine bridges the game between disparate technologies by describing how it works with inbound triggers and outbound interfaces. This second part will examine MergeComm scripting, dispatching, and reporting. 

Scripting

The heart of MergeComm is our Intelligent Series (IS) Scripting. The MergeComm node in IS scripts is used to specify actions to be performed each time a message is initiated by a MergeComm trigger or job. 

Scripts can have a MergeComm branch that performs different actions based on the type of inbound trigger. The auto dispatch response element is used to perform automated dispatching using the IS Directory and OnCall Schedules. Scripts that require operator interaction can be set to create a dispatch job to present to an operator. 

Automated Dispatching

MergeComm’s primary role is to facilitate automated communications. This typically involves an inbound trigger initiating a MergeComm script which executes actions such as initiating an outbound dispatch. Dispatching also can be launched by an operator, who can move onto other tasks while MergeComm handles the dispatching.

Automated dispatch progress is displayed in an IS message center which also features a dispatch board. The dispatch board is an interactive display that can be used to view dispatch progress for each contact,  keep record results, and to handle failed notification attempts.

Reporting

MergeComm includes a number of standard reports that are designed specifically for MergeComm data. The reports can be used to perform statistical analyses of MergeComm’s messaging and to show how it’s messages are dispatched.

The MergeComm reporting interface incorporates the Crystal Reports engine, which can be used to create custom and ad hoc reports that are based on the MergeComm data. 

Some common reports include:

  • AutoCall – Lists outbound auto call events for a date and time range. The report includes the contents of text-to-speech messages and any error messages that were generated.
  • Billing – Lists all of the MergeComm activity counts and totals for a date range and a client range for billing purposes.
  • Contact Method Messages – Lists the MergeComm messaging activities for a date range and a client range and can filter to display or hide the details of individual messages and for event types.
  • Events – Lists the MergeComm events for a date range and a client range and can filter for jobs that contain a matching event.
  • Inbound – Lists all inbound MergeComm trigger events for a date and time range.
  • Jobs – Shows all of the MergeComm and IS auto dispatch jobs performed within the specified date range and client range.
  • Setup – Shows the MergeComm inbound triggers configured for a range of client account numbers.
  • Summary – Lists the MergeComm events performed within the specified date range and client range. 

(Read Part 1 of 2)