Telesnap ACD 2009 Product presentation. Introduction Doc.No.: ASE/APP/PLM/ 0157 / EN.

Telesnap ACD 2009

Product presentation

Introduction

Doc.No.: ASE/APP/PLM/ 0157 / EN

Telesnap ACD

•Easy-to-configure Call Distribution Module for workgroups

•Office solution for a smart call routing within team collaboration

•For an easy creation of hunting groups, e.g. for a sales hotline

•Implementation of waiting queues and announcements

•Seamless Snapware integration

•Real-time monitoring and statistics

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Overview

Topology

Agent status

Call Flow

Call Distribution

Service Times

Waiting Queue

Real-Time Monitoring

Statistics

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Architecture

Doc.No.: ASE/APP/PLM/ 0157 / EN

Topology

Telesnap ACD Client 

Telesnap ACD Server

CTI link

Cisco UnifiedCallManager

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Supported PBX‘s

Telesnap ACD is available for Cisco Unified Communications Manager

Installation with Aastra 5000 and ALCATEL OmniPCX Enterprise 9.1.14 are possible as field trials

Connection to Aastra 5000 and ALCATEL OmniPCX Enterprise via SIP/XCAPI

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Agent status

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Agent status Snapware

Agents can log on to the Telesnap ACD through the Snapware team bar and optionally be automatically logged on when starting Telesnap ACD

Agent status can be changed via the context menu

Simultaneous log on to multiple ACD groups

Pressing this button initiates the following dialog:

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Agent status WebSnapware

Log on of the agents to Telesnap ACD via WebSnapware

Log on to multiple ACD groups possible

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Agent status Snapware XML

Choose Telesnap ACD groups and select the groups

Agent state visible in the XML display

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Agent status Snapware

Display of agent status through Snapware team bar

The extension is logged into the ACD and is currently in pause mode.

The extension is logged on to the ACD.

The extension is logged onto the ACD and currently in wrap-up mode.

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Agent status WebSnapware

Display of agent status through WebSnapware

The extension is logged into the ACD and is currently in pause mode.

The extension is logged on to the ACD.

The extension is logged onto the ACD and currently in wrap-up mode.

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Agent status Snapware XML

Own extension logged on

Own extension in pause mode

Own extension in wrap up mode

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Agent status

Activate manual extension of the wrap up time via the team bar

Activate pause directly via the team bar

Control of the agent state via Snapware

ACD calls are indicated in blue colour

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Agent status

Control of the agent state via WebSnapware

Opens dialog to manual extend the wrap up time or to activate pause mode

Control the status via the agent state button of the own extension

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NOtifications

Dialog box asks if the last active agent wants to: log off activate Pause

Dialog box informs about an automatic log off, because a Telesnap ACD call was not answered within the allowed time

Notification when an agent is too long in pause or wrap up time

WebSnapware environmentSnapware environment

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Waiting queues

Clear representation of the waiting queues: Maximum waiting time Average waiting time Number of calls Number of logged on agents Number of free agents

Definition of a boundary Yellow point signals the approximation to the defined boundary Red point marks values above the given boundary

Display in Snapware team bar

Value exceeds the defined boundary

Value has become critical

Value is inside the given boundary

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Call Flow

Administration of the call flow

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Call Flow #1

Graphical user interface for

Easy creation of the call flow

Simple configuration

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Call Flow #2

Telesnap ACD checks whether incoming call is within defined service times, if not, the call is transferred to the defined extension.

If the call is within service time, it is checked whether an agent is logged in and whether „announcement before answering“ is activated.

If no agent is logged in, the call is transferred to a defined extension.

Telesnap ACD checks whether an agent is available.

If there is no agent available, the call is transferred to a waiting queue, if activated.

If the waiting queue is full or if there is no active waiting queue, the call is transferred to a defined extension.

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More settings

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Permanent agents are immediately logged on when the agent group is acitvated, aslo when no Snapware client is started

Assigning waiting fields to agent groups is needed for distributed call centers with local PM MediaServers

Service times

Calls outside of the service times are transferred to a defined number; this can be an extension or another work group

Within these times, calls are transferred to the work groups

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Holidays

Separate drop targets for all or for single holidays can be configured

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Call distribution Different distribution algorithms

Cyclic: calls are transferred to the agents according to the order in which they are logged into Telesnap ACD

Linear: calls are transferred to the available agents according to a fixed order

Longest idle free: the call is transferred to an agent in a group who has had the longest idle time

Optionally: If no agent is logged on, the call will be forwarded to a separate configured forwarding target, e.g. a special greeting or announcement

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Waiting fields 1/2

Option to transfer incoming calls to waiting queues, when there are no free agents

Announcement before answering (configurable): The caller will hear an additional announcement before he is transferred to an available agent or a waiting field

Number of waiting fields: static: a fixed number of waiting queues per working group dynamic: depends on the number of active agents in the working group.

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Waiting fields 2/2

Different waiting queue announcement types:

Repetition

Hang up after announcement

Leave a voice mail after announcement

Play once and forward: Despite busy agent lines, callers can be connected with another person or forwarded to another workgroup

Option for the caller to be connected with an alternative partner, even if all lines in the ACD group are busy

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Monitoring and statistics

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Real time monitoring 1/2

Busy waiting field: Display of the work group actually using the waiting field

Real-time display of call handling per work group, the respective agents, and the waiting queue

Free waiting field: Display of the time period since last status change and the queue extension

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Real time monitoring 2/2

Integrated in the Snapware WebAdministrator

Display of the logged on agents

Agents can be logged off by the administrator

Display of the waiting fields

Addintional user rigth to display monitoring

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Statistics 1/2 Table in MS SQL-Server is the basis for the creation of the statistics

Individual statistics based on this data is possible

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Statistik 2/2

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Statistics

By time

By callers

Export options

as CSV file

as PDF

Automac creation of the statisitcs and distribution by SMTP

More information

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Required software components

Snapware Server

Snapware, WebSnapware or Snapware XML

Telesnap ACD Server

Telesnap ACD Client

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System requirements

Snapware Client See product specification for Snapware 2009Snapware Server Installation on one server:

Microsoft Windows 2000 Server SP4 German, English, French, Microsoft Windows 2003 SP1 32 Bit Server German, English, French. Microsoft Windows 2008 Server German, English, French

One PC with 2.4 GHz CPU, 2 GB RAM, 10 GB free disk space, 100 Mbit network adapter

Installation on two servers: Snapware Server: Microsoft Windows 2000 Server SP4 German, English, French,

Microsoft Windows 2003 Server SP1 32 Bit German, English, French. Microsoft Windows 2008 Server German, English, French

Two PC‘s with 2,4 GHz CPU, 2 GB RAM, 10 GB free disk space, 100 Mbit network adapter

Media Server: Microsoft Windows 2000 Professional or Server SP4 German, . Microsoft Windows 2008 Server German, English, French English, French, Microsoft Windows 2003 Server SP1 German, English, French

Microsoft Internet Information Services 5.0 or higher, Microsoft Internet Explorer 6.0 SP1 (with the installation on 2 servers Microsoft IIS only on one server required)

Serveradministration: Supported Webbrowser: Microsoft Internet Explorer Ver. 6.0 SP1

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Benefit

Enables more frequent interaction improving decision quality

Accommodates employees to better communicate

Delivers better faster business information, creating a more loyal customer

Links the existing means of communication

Protects the existing assets and makes them more powerful

Creates instant and seamless connections

Increased reachability

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Contact

Telesnap EVERYWHERE You want to know more ?

www.telesnap.com

Or just contact us:Fon: +49(0)711 90 66 88 11Fax: +49(0)711 90 66 88 8

E-Mail: [email protected]

Doc.No.: ASE/APP/PLM/ 0157 / EN