CallConnect Feature List

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

Telephony Services offered Category except Guaranteed Transfer

All the features of Telephony Services offered Category except Guaranteed Transfer

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.

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

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.

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

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.

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.

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.

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.

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.

Agent Groups

Support for clubbing agents into groups so that they can login into a group and work on multiple services.

Single simultaneous outbound Service Support

Agents can work on single outbound service at any time services.

Association of data with call

Data can be associated with a call as key-value pairs

cradle to grave call detail logging

Call flow is logged for the entire session of the call.

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

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

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..

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.

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.

Session data logging

For each login session, an agent application can log session data indicating session state as key value pairs.

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.

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.

Conference

An agent can conference a call directly to another if the other agent is free.

Data synchronisation during transfer and conference

Associated data is delivered to another agent who receives the call after transfer / conference.

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

  • Broadcast message to Agents, services, groups ( Logged in agents )

The administrator can broadcast data messages to logged in agents which are part of selected service, group or agents.

  • Broadcast email to Agents, services, groups

The administrator can broadcast email messages agents which are part of selected service, group or agents.

  • Forceful logout an agent

The administrator can forcefully logout an free agent

  • Forceful resume a paused agent

The administrator can forcefully resume an paused agent

  • refresh console

The administrator can refresh console real time statistics. This will reset the start time of the console statistics

  • Lock Unlock UI

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.

Real time information and statistics

  • Real time update of call statistics ( Calls Rcvd, waiting, lost, busy/free agents, waiting time )

The parameters mentioned in the feature are updated in real time and shown in a tabular format on the console

  • Exporting snapshots of call statistics to HTML/Text/Excel formats

A snapshot of the above parameters on console can be exported to HTML/Text/Excel formats

  • Realtime update of agent status ( Idle, rcvd acd/nonacd call, ans acd/nonacd call, screen pop etc.)

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.

  • Realtime Agent Statistics for a selected agent. (Calls Answered, rejected, login time, free since, extension, position )

If an Agent cell is clicked, a row with details of agent statistics is toggled in a table on the botom of the console.

  • CLI displayed in popup baloon for incoming acd calls

If mouse pointer is focused in an agent cell which has received an ACD cal, CLI is popped in a baloon.

RealTIme Charts

    • CallDistribution per service

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

    • Agent distribution per service

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

    • Comparison of calls in multiple services

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

    • Comparison of agents in multiple services

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

    • Comparison of servise parameter across all services

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

    • Comparison of performance of multiple agents

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

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.

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.

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.

Integration with Telemaster IVR

Configurations

  • IVR on PBX line side

In this configuration Telemaster IVR is placed on the line side of the PABX i.e., on extensions.

  • IVR on PBX trunk side

In this configuration Telemaster IVR is placed on the trunk side of the PABX.

Features

  • Agent availabilty information for a service to IVR before transfering the call.

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.

  • CallWaitTIme information for a service to IVR before transfering the call.

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.

  • Unique Key for unified reporting to IVR before transferring the call. ( PBX line side )

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.

  • Setting of Prefereded agentID by IVR during transfer

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).

  • Data synchronization with call during transfer from IVR to callcenter

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.

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.

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.

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.

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.

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'.

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.

Advance Priority Queuing

The configurations required for the advanced priority queuing mechanism can be done from the web-based Administrative console.

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.

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

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.

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.

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.

Can set agent skills at runtime

The supervisor can set the skill level of the agents who belong to his supervised groups.

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.)

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.)