Category |
Feature |
Description |
H/w ACD Support |
General Services Category |
All the features of General Service Category |
Agent Related Feature Category |
All the features of General Agent Related Feature Category |
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Telephony Services offered Category except Guaranteed Transfer |
All the features of Telephony Services offered Category except Guaranteed Transfer |
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Basic Software Routing Schemes |
Time based routing, |
Routing of calls with calls being given to agents who have been idle for longer periods before agents who have been idle for a shorter period. |
skill based routing, |
Routing based upon the skill levels of logged in agents with highest skilled agent getting calls before lower skilled ones. |
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call filering based on customer data using VBScript. |
A Script in VBScript can be associated with a call queue where user can decide where to deflect call based on the CLI and customer data |
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CLI based priority queuing |
Queuing of calls such that a call whose CLI has been assigned a higher priority level by the Call Center Administrator are treated before calls with a lower priority or without any defined priority level. |
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Advanced Software Routing Schemes |
Inter-Service Priority ( Low, Normal, High, Emergency ) |
Differentiation between various Inbound services into four priority levels such that calls landing for a higher priority service get treated before calls for a lower priority service. |
Advance Priority Queuing. (min, max, avg, one of, ordered from the values of CLI, DNI, UserDefined Key) ( configuration only through web interface ) |
Priority of a call within queue can be associated with CLI, DNI or some user defined key's value can be used as priority. Min, max, average, one of and ordered operator are provided to use a combination of these three |
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Least Occupied Agent |
Routing such that an agent who has been the most idle on an average over a login session is given calls before agents who have a higher average occupancy. |
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Least Talked time of agent |
Routing such that an agent who has been the least average talktime with customers in a login session is given calls before agents who have a higher average talk time. |
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Least No of calls Handled |
Routing such that an agent who has handled the least no of calls on an average in a login session is given calls before agents who have handled more calls. |
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Last agent handled based on CLI/ User Defined Key. ( configuration only through web interface ) |
A call can be routed to an agent which handled a call with specified criteria ( same CLI or USER DEFINED key's value ) earlier within a configured time. |
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General Services offered |
ScreenPop with CLI and data |
Provision of data to the Call Center agent in the form of a screen pop on his desktop application consisting of CLI and data associated with the call earlier. |
Multiple simultaneous Inbound Services Support |
Agents can work on more than one inbound (a service which receives incoming ACD Calls from customers) services. |
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Agent Groups |
Support for clubbing agents into groups so that they can login into a group and work on multiple services. |
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Single simultaneous outbound Service Support |
Agents can work on single outbound service at any time services. |
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Association of data with call |
Data can be associated with a call as key-value pairs |
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cradle to grave call detail logging |
Call flow is logged for the entire session of the call. |
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logging of historical data and device data |
Real time statistics on console and device activities are collected for small intervals and logged with avg, st deviation for those intervals |
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Agent, Group and Service call statistics logging |
statistics related to Group, service and agents are collected for small intervals and logged with avg, st deviation for those intervals |
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Agent Related Feature |
Agent Login/Logout into Service(s) |
The Call Center Agents can login into one or more inbound service(s) and one outbound service. |
Agent Login/Logout into a Group |
The Call Center Agents can login into one of the groups they belong to.. |
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Deferred logout/pause when agent is attending a call |
An Agent attending a customer call can give a pause/logout request and this request is honored when he becomes free. |
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Pause reason code |
An agent has to select one out of a preconfigured list of reasons for taking a pause and this reason is logged as a part of the agents activity and can be used to prepare MIS reports. |
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Session data logging |
For each login session, an agent application can log session data indicating session state as key value pairs. |
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Agent data logging based on logging levels |
The For each customer call, an agent who is handling the call can log transaction specific details as key value pairs. Administrator/supervisor can define logging level for each key and each agent which is used to control keys to be loged by an agent. |
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Telephony Services offered |
Guanranteed Transfer |
This feature works only with software routing. Once an agent invokes this operation, the call is queued and delivered to the specified agent as soon as that agent becomes free. |
Direct Transfer |
An agent can transfer a call directly to another if the other agent is free. |
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Conference |
An agent can conference a call directly to another if the other agent is free. |
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Data synchronisation during transfer and conference |
Associated data is delivered to another agent who receives the call after transfer / conference. |
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Console |
Configuration ( General settings, Services, Positions, Agents, Groups, Priority, threshholds, password, trace level, misc devices, pause reason codes, session parameter) |
All the basic configuration can be done from the console. Some advance feature can only be configured from web Interface though. |
Administration |
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The administrator can broadcast data messages to logged in agents which are part of selected service, group or agents. |
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The administrator can broadcast email messages agents which are part of selected service, group or agents. |
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The administrator can forcefully logout an free agent |
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The administrator can forcefully resume an paused agent |
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The administrator can refresh console real time statistics. This will reset the start time of the console statistics |
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The administrator can lock UI so that unauthorized persons can't fiddle with the configurations. Anyone can see the real time statistics when UI is locked but no administrative operations can be performed. |
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Real time information and statistics |
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The parameters mentioned in the feature are updated in real time and shown in a tabular format on the console |
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A snapshot of the above parameters on console can be exported to HTML/Text/Excel formats |
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Agents are displayed as a cell in the columns representing services where they login. Agent state is displayed with combination of icons and text/background color. |
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If an Agent cell is clicked, a row with details of agent statistics is toggled in a table on the botom of the console. |
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If mouse pointer is focused in an agent cell which has received an ACD cal, CLI is popped in a baloon. |
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RealTIme Charts |
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Administrator can select a service column in the table in the pane at the top of the console. RightClick of the mouse enables popup menu where administer can chose to view call distribution for that service. A separate window is popped showing the call distribution for that service |
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Administrator can select a service column in the table in the pane at the top of the console. RightClick of the mouse enables popup menu where administer can chose to view agent distribution for that service. A separate window is popped showing the agent distribution for that service |
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Administrator can select multiple service columns in the table in the pane at the top of the console. RightClick of the mouse enables popup menu where administer can chose to view call comparison for that service. A separate window is popped showing the call comparison for selected services |
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Administrator can select multiple service columns in the table in the pane at the top of the console. RightClick of the mouse enables popup menu where administer can chose to view agent comparison for that service. A separate window is popped showing the agent comparison for selected services |
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Administrator can select one or more row(s) of the parameters in the table in the pane at the top of the console. RightClick of the mouse enables popup menu where administer can chose to view service parameter comparison for those parameters. A separate window is popped showing the comparison of the selected parameters for all services |
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Administrator can select multiple agent detail rows in the table in the pane at the bottom of the console. RightClick of the mouse enables popup menu where administer can chose to view comparison of performance of selected agents. A separate window is popped showing comparison of performance for selected agents |
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Fault Tolerance |
Telephony Link Failure Recovery |
CallConnect recovers from a failure in the connectivity with the PABX/CTC Server, in case the PABX link goes down it recovers the state when the link with the PABX comes up. |
Database Link Failure Recovery |
CallConnect also recovers from a failure in the database connectivity. |
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Server Application State recovery ( when server goes down unexpectedly ) |
In case the CallConnect server goes down the recovery mechanism provided, recovers the application state and calls that were pending are also recovered. |
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Client Applicaiton State recovery ( when client goes down unexpectedly ) |
In case the agent desktop application goes down and comes up for a logged in agent, then the agent desktop application re-logs in and recovers its state. |
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Integration with Telemaster IVR |
Configurations |
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In this configuration Telemaster IVR is placed on the line side of the PABX i.e., on extensions. |
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In this configuration Telemaster IVR is placed on the trunk side of the PABX. |
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Features |
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CallConnect informs Telemaster IVR when requested if agents for a particular service are free or not, Telemaster IVR can then decide to transfer the call to the CallCenter based on this agent availability information. |
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CallConnect provides the waiting time for calls in a particular service based upon which, Telemaster IVR can inform the customer of his/her estimated waiting time. The customer can decide to wait in the service queue and ask Telemaster IVR to transfer the call to the Call Center or might decide to call at a later time. |
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CallConnect provides Telemaster IVR with a unique key for each call which Telemaster IVR can log along with its call details. CallConnect also uses the same key when logging its call details. Using this unique key unified MIS reports for CallConnect and Telemaster IVR can be provided. |
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Telemaster IVR can associate a preferred Agent ID based upon some data along with a call it transfers to the Call Center. CallConnect gives the call to the preferred agent if he/she is available (for an inbound service with software routing). |
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CallConnect provides its agent desktop applications with any data that was collected by Telemaster IVR from the customer and associated by it with the call. This data is provided to the agent on his screen pop. |
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Message Playing |
enable disable periodic anouncements for an Inbound service |
The Administrator can configure a time period in the CallConnect configuration file, if a customer call waits in a service queue with software routing then announcement messages are played to the customer at the expiration of each time period as specified until his call is serviced by an agent. |
enable/disable immediate announcement for an Inbound service |
In case immediate announcements are required for a particular inbound service with software routing, when calls land on that services queue then, these can be enabled by the administrator in the CallConnect configuration file. |
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configuring message template node to be played |
A message node can be configured in the CallConnect configuration file, which will be used to play announcements, this message node has to be defined in the message database file of the CCMessagePlayer Application. |
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Custom message template construction |
Custom message templates can be defined in the message database file of the CCMessagePlayer Application. These message templates are constructed using primitives of several types, details of which are available in the CCMessagePlayer User Manual. |
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Can Play position in queue, total calls in queue, expected time to service, avg time to service and elapsed waiting time. |
The CCMessagePlayer can be configured to notify the customer of all or some combination of the values of these keys provided by CallConnect server as voice messages to the customer. |
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Dynamic message playing based on data for a particular call. (service id, number of times message playing attempted, number of times message already played) |
The message player can play messages that are constructed dynamically based upon data provided by the Call Connect server for a particular call e.g., each time a new message can be played to a waiting customer based upon the value of 'number of times message already played'. |
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Web Administration |
all features of the console except forceful agent logout/resume, broadcast message |
All features provided by the CallConnect server console are provided on the web-based administration and real time display with the mentioned exceptions. |
Configuration of Supervisors |
The CallConnect Administrator can configure Supervisors for various groups of agents from the web-based Administrative console. |
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Advance Priority Queuing |
The configurations required for the advanced priority queuing mechanism can be done from the web-based Administrative console. |
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last agent handled based routing on CLI/ User Defined Key. |
The configurations required by CallConnect for this feature can also be done from the web-based Administrative console. |
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Web Supervisor |
login/logout as supervisor |
From the web Supervisors can login to perform supervisory tasks (with supervisorID and password). |
select/unselect groups to supervise |
A logged in supervisor is provided with a list of groups, configured by the Administrator for which the supervisor has supervisory rights. The supervisor can select one or more of these groups to |
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forceful logout a supervised agent |
The supervisor can forcefully logout one of his supervised agents i.e., agents logged in to one of the groups supervised by him. |
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forceful resume a supervised paused agent |
The supervisor can forcefully resume one of his supervised agents i.e., agents logged in to one of the groups supervised by him who have taken a pause. |
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move agents between supervised groups using drag and drop |
The supervisor can move one of his supervised agents between groups i.e., agents logged in to one of the groups supervised by him can be moved by the supervisor to another group also supervised by him. |
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Can set agent skills at runtime |
The supervisor can set the skill level of the agents who belong to his supervised groups. |
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Can set groups/services for taking transfer calls from the list of selected supervised groups/services.(supervisor need to logged into agent desktop application to perform this operation) |
The supervisor can select groups or services from among the group or services he has selected for supervision for taking transferred calls. (Agents logged in to these can transfer calls to him if the supervisor has logged in from the agent desktop application.) |
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Can set services for taking customer calls from the list of selected supervised services. (supervisor need to logged into agent desktop application to perform this operation) |
The supervisor can select groups or services from among the group or services he has selected for supervision for taking transferred calls. (Agents logged in to these can transfer calls to him if the supervisor has logged in from the agent desktop application.) |