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MX Automatic Call Distribution (ACD) v3.0 New Features

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.

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MX Automatic Call Distribution (ACD) v3.0 New Features

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  1. MX Automatic Call Distribution (ACD) v3.0New Features

  2. 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

  3. Automatic Call Recording Benefits of Automatic Call Recording • Training of Call Center Agents • Review Quality objectives • Compliance in certain verticals • Documentation of call

  4. Call Recording Full Time Call Recording* Settings to enable Automatic Call Recording and Access to recordings On-Demand Call Recording per Agent * Concurrent recordings are limited to 60 calls and doesn’t scale with clustered nodes.

  5. Supervisor: Agent Recordings • Supervisor Tools in Agent Monitor • Silent Monitor • Barge In • Record • Login / Logout

  6. Agent Recording Playback • Recorded call appears in Supervisor’s messages

  7. Archive Call Recording Enable Archive for Call Recording

  8. Control of Call Flow Call Handling for Operator Groups

  9. Call 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

  10. Number Associations Outgoing DID for the ACD Group DNIS Routing

  11. Advanced capabilities • Screen pop of customer info from CRM database (Call Attached Data) • Data lookup and retrieval

  12. Call 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

  13. Call Attached Data – Architecture HTTP ie TTS HTTP Request Retrieved data ODBC lookup/return Incoming call Call Attached Data

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