mx automatic call distribution (acd) v3.0 new features

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

New Advanced ACD Features for 3.0New 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 RecordingAutomatic Call Recording

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

Call RecordingCall Recording

Full Time Call Recording*

On-Demand Call Recording per Agent

Settings to enable Automatic Call Recording and

Access to recordings

* Concurrent recordings are limited to 60 calls and doesn’t scale with clustered nodes.

Supervisor: Agent RecordingsSupervisor: Agent Recordings

Supervisor Tools in Agent Monitor

•Silent Monitor

•Barge In

•Record

•Login / Logout

Agent Recording PlaybackAgent Recording Playback

• Recorded call appears in Supervisor’s messages

Archive Call RecordingArchive Call Recording

Enable Archive for Call Recording

Control of Call FlowControl of Call Flow

Call Handling for Operator Groups

Call Center EnvironmentsCall 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

Number AssociationsNumber Associations

Outgoing DID for the ACD Group

DNIS Routing

Advanced capabilitiesAdvanced capabilities

• Screen pop of customer info from CRM database (Call Attached Data)

• Data lookup and retrieval

Call Attached DataCall 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

Call Attached Data – ArchitectureCall Attached Data – Architecture

MX250

Agent’s Workstation

Data Base Server

HTTP request

If call is routed to an agent, then MXIE will receive attached data

MXIE

Agent Pop-Up Screen

MXIE initiates third-party’s Pop-Up application with

Attached Data as parameter (TAPI)

Pop-Up can request additional info from

data base using provided call attached data for forming SQL

request

Web-Server

WEB

Receives information using

“Screen Scraping” technique

Receives information from

data base.

Script returns data as part of VoiceXML

script

Script

ACD Queue

Call Attached Data can contain call priority and preferred agent information for ACD

VoiceXML response

3rd party application

CDR Data Base

IVR scenario (VoiceXML

script)

Historical records in CDR and

user’s databases can be

synchronized for reporting purposes

User

Caller’s information received at the dialog

time can be “attached” to the call at the

moment of transfer

Incoming call

HTTP Request

ODBC lookup/return

HTTP ie TTS

Call Attached Data

Retrieved data

mx automatic call distribution (acd) v3.0 new features

Documents