ContactView

Information on how to integrate Keyfax with Keyfax Contact•View.

Keyfax Contact•View (from Omfax Systems) is a highly configurable web based Contact Management System which provides access to (and management of) caller records together with the ability to launch Keyfax scripts to collect task related data for subsequent processing.

What is Contact•View?

Contact•View is a Call Centre host system which contains many elements of larger CRM products and is tightly integrated with Keyfax scripts. Other features include:

• Customer / Tenant / Property / Caller database

• Contact / Call logging and contact history

• Task definition and processing Letters, emails, notes

• Seamless integration with Keyfax product suite Repairs, Enquiries, Dataview

• Stand alone or host interface

• Adaptable - e.g. out of hours system

Modes of Operation

• Used to process repair (RD) and General Enquiries (ENQ) script actions

• Task mode host integration

• Used to process RD / FL script actions and task workflow

• Contact Centre Mode (Host or Stand-alone)

• Caller identification, Repairs and General Enquiries integration, process RD / FL script actions, task workflow, call history

Integration

• Identify customer / tenant / property

• Invoke Repair or General Enquiries scripts (pass repair results to host)

• Log calls and maintain call history

• Processes Keyfax FL and RD actions codes

• Manage tasks

Main Page

Many Contact•View screen elements are configurable by installation. For example, (1) the Menu contents, (2) Search criteria and (3) Results tabs.

Admin Page

Much like the main menu contents, this can be tailored as required.

Tenant & Property Access

• Can be accessed directly from external source

• Can be imported and held locally

• Manual entry

• Tables / fields structured to match requirements

• Extended data - hold extra data as required

• Extensible categories - tenant, non tenant, void, leasehold etc

• Tenant / Property history imported or built from usage

Task Processing

• Scripts returns enquiry results (XML data packet)

• Parsed for Action Codes

• Action code tasked processed and data merged

• Tasks actioned or held for later processing

• Tasks can be passed to other users

• Tasks can be exchanged until completed

• Tasks can be held for batch processing

• Statistics show completed and outstanding tasks

• History records updated

Call History

• Imported / exported as required

• Built up over usage

• Information logging

• Task logging

• Repair logging

Interaction Example

• Operator takes call

• Identifies tenant

• Invokes Keyfax General Enquiries

• Process noisy neighbour script

• First time reported

• Able to complete logs

• Housing officer details extracted from Dataview database

• Would like an environmental health advice sheet

• Script results passed back to Contact•View

• Parsed for Action Codes

• Letter created to accompany logs and E.H details

• Email sent to Housing Officer

• Email sent, letter printed, task set as complete

Adaptability - OOH

An example of the way Contact•View can be adapted is in the provision of an Out of Hours call handling system named Contact•View-Lite

• Company using CV-Lite to handle out of hours service

• Using Contact•View or other host system by day to run full service

• External organisation using CV-Lite to run OOH service

• OOH repairs and enquiry details collected for next day import

• Offering OOH service on behalf of others

• Separate client/property database for each OOH client (imported)

• Identifies organisation at point of call

• Processes repair or general enquiry associated with specific organisation

• Optionally pass repair to associated contractor

• Delivers results to each organisation at end of OOH session