Transcript ACD and Call Recording

MX Automatic Call
Distribution (ACD) v3.0
New Features
New Advanced ACD Features for 3.0
•
•
•
•
•
•
Page 2
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
Benefits of Automatic Call Recording
• Training of Call Center Agents
• Review Quality objectives
• Compliance in certain verticals
• Documentation of call
Page 3
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.
Page 4
Supervisor: Agent Recordings
Supervisor Tools in Agent Monitor
•Silent Monitor
•Barge In
•Record
•Login / Logout
Page 5
Agent Recording Playback
• Recorded call appears in Supervisor’s messages
Page 6
Archive Call Recording
Enable Archive for
Call Recording
Page 7
Control of Call Flow
Call Handling for
Operator Groups
Page 8
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
Page 9
Number Associations
Outgoing DID for
the ACD Group
DNIS
Routing
Page 10
Advanced capabilities
• Screen pop of customer info from
CRM database (Call Attached Data)
• Data lookup and retrieval
Page 11
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
Page 12
Call Attached Data – Architecture
WEB
HTTP request
VoiceXML
response
Receives
information using
“Screen
Scraping”
technique
3rd party application
HTTP ie
TTS
HTTP Request
IVR scenario
(VoiceXML
script)
Script
Retrieved data
MX250
Script returns data as
part of VoiceXML
script
CDR Data
Base
Web-Server
Incoming call
Historical records
in CDR and
user’s databases
can be
synchronized for
reporting
purposes
User
ODBC
lookup/return
Data Base Server
Pop-Up can request
additional info from
data base using
provided call attached
data for forming SQL
request
Call Attached Data
can contain call priority
and preferred agent
information for ACD
Caller’s information
received at the dialog
time can be “attached”
to the call at the
moment of transfer
Call Attached
Data
Receives
information from
data base.
ACD
Queue
MXIE
Agent Pop-Up
Screen
If call is routed to an
agent, then MXIE will
receive attached data
MXIE initiates thirdparty’s Pop-Up
application with
Attached Data as
parameter (TAPI)
Agent’s Workstation
Page 13