MX Automatic Call Distribution (ACD) v3.0 New Features - PowerPoint PPT Presentation

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

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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