w w w . e a s y r u n . c o m

greeting. ANI domain reports are also enabled in the Historic Reports package.

ƒEPICAgent 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.

ƒWait time announcer – The system can announce the caller the expected wait time before being answered.

ƒCallback 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.

ƒThe “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!

ƒThe 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 file--Enables a recorded voice file

Login script--Allows for both actions,

 

 

to be played to the caller.

 

Release and Resume, in addition to

 

 

 

 

showing your current status.

 

 

Announce place in queue

 

Logout script--Log out from primary

 

 

Announces the caller’s position in the

 

groups. In most environments, the

 

 

queue.

 

system identifies the agent

 

 

 

 

automatically based on the caller

 

 

 

 

ID information. If not, this action should

 

 

Announce Wait time – Announce the

 

 

 

 

be part of a script that uses the Get

 

 

expected wait time before being

 

 

 

 

Digits action to collect the agent ID,

 

 

answered.

 

 

 

 

and then uses the Logout Primary

 

 

 

 

 

 

 

 

action. This allows agents to work

 

 

 

 

without a PC.

 

 

 

 

 

 

477 Main Street, Suite 214 Monroe, CT 06468

Tel 1-(203)445-0006, Fax 1-(203)445-9082

 

 

Beit Hatamar, 17 Hatidhar St. Raanana, Israel 43665

Tel.+972-9-7410953, Fax.+972-9-7413802

 

www.easyrun.com

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HP EPICCenter Contact Center Software for VCX Solutions manual Announce place in queue, Announce Wait time Announce