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greeting. ANI domain reports are also enabled in the Historic Reports package.
EPICAgent ACD window – This function will enable the agent to open the window showing the calls in queue. Moreover, it will enable the agent to pick up calls from the queue by double clicking on the one he would like to answer.
Wait time announcer – The system can announce the caller the expected wait time before being answered.
Callback and Abandoned Callback - Callers can be given an option to request a scheduled callback, essentially leaving a virtual call in queue to be returned as soon as an agent is available or at a specific time. When a customer requests a callback, the system automatically schedules the call based on the callers requirements. In addition, if the caller’s phone number is captured, abandon calls can be scheduled for callback when an appropriately skilled agent becomes available. Information about the type of call can be published to the Agent Toolbar, when the agent is selected, so that the agent is prepared to appropriately greet the customer.
The “Get Digits” action - The Get Digits action allows administrators to configure call flows that capture customer entered information and add it to the Call Profile that is associated with each call. The Call Profile is an extensible set of variables associated with each call. Standard variables include ANI, DNIS, service and group required, etc. New variables such as customer ID, order number, etc. can be configured and added to the call profile, and the appropriate information gathered from the customer using DTMF entries in a call script. This information can then be forwarded to the Agent Toolbar, so that agents can proactively look up the customer’s record based on customer ID, order number or any information you collect!
The Graphical Contact Control Script (GCCS) - GCCS provides an intuitive, graphical script editor that you can use to quickly build and implement scripts that augment call routing features. The following features of GCCS are now available in Contact Center:
| Play | Login |
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| to be played to the caller. |
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| showing your current status. |
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| Announce place in queue— |
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| Announces the caller’s position in the |
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| system identifies the agent |
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| automatically based on the caller |
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| ID information. If not, this action should |
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| Digits action to collect the agent ID, |
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| answered. |
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| and then uses the Logout Primary |
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| action. This allows agents to work |
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| without a PC. |
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| 477 Main Street, Suite 214 Monroe, CT 06468 | Tel |
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| Beit Hatamar, 17 Hatidhar St. Raanana, Israel 43665 |
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www.easyrun.com
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