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MX Automatic Call Distribution (ACD) v3.0 New Features. New Advanced ACD Features for 3.0. Auto Call Recording Archive for Auto Call Recording Supervisor Recordings of ACD Calls Outgoing Caller ID Multiple Incoming DID Numbers (DNIS) Call Attached Data. Automatic Call Recording. - PowerPoint PPT Presentation
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MX Automatic Call Distribution MX Automatic Call Distribution (ACD) v3.0(ACD) v3.0New FeaturesNew Features
Page 2
New Advanced ACD Features for 3.0New Advanced ACD Features for 3.0
• Auto Call Recording• Archive for Auto Call Recording• Supervisor Recordings of ACD Calls• Outgoing Caller ID• Multiple Incoming DID Numbers (DNIS)• Call Attached Data
Page 3
Automatic Call RecordingAutomatic Call Recording
Benefits of Automatic Call Recording • Training of Call Center Agents• Review Quality objectives• Compliance in certain verticals• Documentation of call
Page 4
Call RecordingCall Recording
Full Time Call Recording*
On-Demand Call Recording per Agent
Settings to enable Automatic Call Recording and
Access to recordings
* Concurrent recordings are limited to 60 calls and doesn’t scale with clustered nodes.
Page 5
Supervisor: Agent RecordingsSupervisor: Agent Recordings
Supervisor Tools in Agent Monitor
•Silent Monitor
•Barge In
•Record
•Login / Logout
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Agent Recording PlaybackAgent Recording Playback
• Recorded call appears in Supervisor’s messages
Page 7
Archive Call RecordingArchive Call Recording
Enable Archive for Call Recording
Page 8
Control of Call FlowControl of Call Flow
Call Handling for Operator Groups
Page 9
Call Center EnvironmentsCall Center Environments
• Agents representing multiple companies, departments or promotions
• Specific greetings per incoming call– “Reservations…”
– “Sales…”
– “Company XYZ…”
• Consistent Caller ID for outgoing calls by agents within the same ACD Group
Page 10
Number AssociationsNumber Associations
Outgoing DID for the ACD Group
DNIS Routing
Page 11
Advanced capabilitiesAdvanced capabilities
• Screen pop of customer info from CRM database (Call Attached Data)
• Data lookup and retrieval
Page 12
Call Attached DataCall Attached Data
• MX generates an external customized script on an external Web Server
• External script receives user input variables from the MX in the form of an HTTP GET or POST request
• The script then takes that input and uses it to query the database and pull back information
• The information is then passed back to the MX as call attached data which can then appear in a screen pop
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Call Attached Data – ArchitectureCall Attached Data – Architecture
MX250
Agent’s Workstation
Data Base Server
HTTP request
If call is routed to an agent, then MXIE will receive attached data
MXIE
Agent Pop-Up Screen
MXIE initiates third-party’s Pop-Up application with
Attached Data as parameter (TAPI)
Pop-Up can request additional info from
data base using provided call attached data for forming SQL
request
Web-Server
WEB
Receives information using
“Screen Scraping” technique
Receives information from
data base.
Script returns data as part of VoiceXML
script
Script
ACD Queue
Call Attached Data can contain call priority and preferred agent information for ACD
VoiceXML response
3rd party application
CDR Data Base
IVR scenario (VoiceXML
script)
Historical records in CDR and
user’s databases can be
synchronized for reporting purposes
User
Caller’s information received at the dialog
time can be “attached” to the call at the
moment of transfer
Incoming call
HTTP Request
ODBC lookup/return
HTTP ie TTS
Call Attached Data
Retrieved data