Call Centre Solution: NEC Systems

NEC Systems: Call Centre Solution

Aspire ACD Software

The system allows up to 64 ACD Groups. You can have up to 512 ACD agents. You can put any agent in any group. In addition, an agent can be logged into only one group at a time, but a Call Coverage key can be programmed for other groups. This allows, for example, a Technical Service representation to answer Customer Service calls at lunch time when many of the Customer Service reps are unavailable.

Queue Status Display

When all agents in an ACD Group are unavailable, an incoming call will queue and cause the Queue Status Display to occur on the ACD Group Supervisor and/or agent’s display.

The display helps the supervisor keep track of the traffic load within their group. In addition, any display System Telephone can have a Queue Status Display Check programmable function key. The System Telephone user can press this key any time while idle, and using the VOL _ and VOL _, scroll through the Queue Status Displays of all the ACD Groups.

The Queue Status Displays shows:

• The number of calls queued for an available agent in the group.
• The trunk that has been waiting the longest, and how long it has been waiting.
• For each ACD Group, you can set the following conditions:
• The number of trunks that can wait in queue before the Queue Status Display occurs.
• How often the time in queue portion of the display reoccurs (see the Queue Status display
• Queue Status Display holding time.
• Queue Status Alarm enable/disable.
• Queue Status Alarm sending time.

NEC MyCalls Call Centre

Real Time displays

ACD Supervisor displays

Agent Desktop Displays

• Centralised configuration
• Restricted access and view to personal and group statistics
• Ideal for placement on an agents desktop
• Proven to improve agent productivity

Alarms

• Alarms can be raised when user specified limits have been broken.
• Very configurable, allows MyCalls to monitor the system and inform users when rules have been broken. – Management by Exception
• Displayed in the MyCalls Application and the system tray. In addition, MyCalls can be configured to email, send messages to other computers or to run external programs.

Reports

• 23 different types of reports
  • Including a custom report designer
• Can be run ad-hoc, saved or scheduled
  • Delivered via screen, email, FTP
• Target the report to specific criteria using filters
• Exported in many formats
  • Including .DOC, .PDF, .XLS, .HTML, .CSV

The inbuilt Aspire routing gives almost limitless overflow options

ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement (called the 1st Announcement). This announcement can be a general greeting like, "Thank you for calling. All of our agents are currently busy helping other customers. Please stay on the line and we will help you shortly."

If the caller continues to wait, you can have them hear another announcement (called the 2nd Announcement) like, "Your business is important to us. Your call will be automatically answered by the first available agent. Please stay on the line."

If all the ACD Group's agents still are unavailable, the call can automatically overflow to another ACD Group or the Voice Mail Automated Attendant.

If all agents in the overflow ACD Group are busy, Lookback Routing automatically ensures that the waiting call will ring into the first agent in either group that becomes free.

You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and overflow method. You can have, for example, a Technical Service group that plays only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have a Customer Service group that plays both announcements and does not overflow. The available overflow options are:

No Overflow (Mode 0)
A call waits in queue indefinitely for an available agent without an announcement. If no agents are logged in when the call rings the group, the caller hears ringback until they hang up or an agent logs in.

Overflow with No Announcement (Mode 1)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD Group or the Voice Mail Automated Attendant after a programmed interval. The caller does not hear any messages as the call is rerouted.

No Overflow with 1st Announcement Only (Mode 2)
A call waits in queue for an available agent, but the caller periodically hears the 1st Announcement message. This message can be a unique Voice Mail ACD call routing mailbox message, a VRS message, a message from a PGDAD port or the standard voice prompt, "Please hold on, all lines are busy. Your call will be answered when a line becomes free." In any case, the message repeats after a programmed interval.

No Overflow with 1st and 2nd Announcements (Mode 3)
When all agents are unavailable, the caller initially hears the 1st Announcement message. After a programmed interval, the caller hears the 2nd Announcement. The second announcement periodically repeats while the caller continues to wait. Each announcement can be a unique Voice Mail ACD call routing mailbox message, a VRS message, a message from a PGDAD port or the standard voice prompt, "Please hold on, all lines are busy. Your call will be answered when a line becomes free."

Overflow with 1st Announcement Only (Mode 4)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD Group or the Voice Mail Automated Attendant after a programmed interval. In addition, the caller periodically hears the 1st Announcement message. This message can be a unique Voice Mail ACD call routing mailbox message, a VRS message, a message from a PGDAD port or the standard voice prompt, "Please hold on, all lines are busy. Your call will be answered when a line becomes free." In either case, if the overflow destination is another ACD Group the message repeats after a programmed interval.

Overflow with 1st and 2nd Announcements (Mode 5)
When all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD Group or the Voice Mail Automated Attendant after a programmed interval. In addition, the caller initially hears the 1st Announcement message. After a programmed interval, the caller hears the 2nd Announcement. If the overflow destination is another ACD Group, the second announcement periodically repeats while the caller continues to wait. Each announcement can be a unique Voice Mail ACD call routing mailbox message, a VRS message, a message from a PGDAD port or the standard voice prompt, "Please hold on, all lines are busy. Your call will be answered when a line becomes free."

(Modes 6 and 7 are not used)

No Overflow with 2nd Announcement Only (Mode 8)
A call waits in queue for an available agent, but the caller periodically hears the 2nd Announcement message. This message can be a unique Voice Mail ACD call routing mailbox message, a VRS message, a message from a PGDAD port or the standard voice prompt, "Please hold on, all lines are busy. Your call will be answered when a line becomes free." In either case, the message repeats after a programmed interval.

Overflow with 2nd Announcement Only (Mode 9)
If all agents are unavailable, a call to the ACD Group will overflow (i.e. reroute) to another ACD Group or the Voice Mail Automated Attendant after a programmed interval. In addition, the caller periodically hears the 2nd Announcement message. This message can be a unique Voice Mail ACD call routing mailbox message, a VRS message, a message from a PGDAD port or the standard voice prompt, "Please hold on, all lines are busy. Your call will be answered when a line becomes free." In either case, if the overflow destination is another ACD Group the message repeats after a programmed interval. Calls routed to a mailbox to leave a message are still in queue. This means that if an agent becomes available, the call will be retrieved from voice mail and directed to the available agent. If this operation is not preferred, program the call to be an Unscreened Transfer to a virtual port which is Fixed Call Forwarded to the voice mail. With this programming, once the call is transferred to voice mail, it cannot be retrieved by the system if an agent becomes available.

Multiple ACD Groups Programmed As Overflow Destination
The system can be programmed to transfer an overflow call to a specific ACD Group using Program 41-09-01. (In order to overflow to voice mail, use Program 41-08-02.) This option allows you to set the priority of each of the defined overflow destinations. Up to seven different ACD Groups can be programmed as overflow destinations for each group. The system, however, will not allow you to program an ACD Group with that same ACD Group as the overflow. (Example: ACD Group 1 cannot overflow to ACD Group 1.)

Temporary Override of the Overflow Destination
The system can be programmed to temporarily transfer overflow calls to a specific ACD Group using the ACD Overflow Control Programmable Function Key (Program 15-07-01,18). When this key is active, the system will disregard the setting in Program 41-08-01 and instead, overflow the calls to the ACD Group defined when the key was programmed. Only ACD Supervisors and ACD Group Supervisors can use this key. If both the Supervisor and Group Supervisor activate the temporary overflow for the same ACD Group, the Supervisor’s programming will take priority and the system will overflow according to the Supervisor’s setting. Multiple Overflow Control keys can be programmed on a System Telephone, each with a different ACD Group as the overflow destination.

Threshold Overflow
The system can be programmed to overflow queued calls when the number of calls reaches a specified limit. The limit can be set from 1 to 200 calls. The call that overflows when the limit is reached can also be defined; either the longest queued call or the shortest queued call.

There is also an option to disconnect calls when the limit is reached.

My Calls Recorder

As an amazingly cost effective addition MyCalls recorder can be added to MyCalls to allow all calls to be recorded in and out of your call centre.

Overview

• My Calls Call Recorder enables you to make fully encrypted call recordings of all in-coming and out-going calls
• No separate GUI interface required as recordings are simply retrieved using your existing My Calls Call Manager / Call Centre Supervisor interface
• Simple End User operation, no expensive retraining
• Simple installation
• Calls recorded and played back in Stereo

Call Recording

• Users can only playback calls for groups they have permissions for
• Users Extensions / Trunk Lines can be Included or Excluded by:
  • Incoming Calls
  • Outgoing Calls
  • Extension No.
  • CLI (specific CLI)
  • DDI
  • Trunks
• Recorded calls can be Archived to DVD etc.
• Calls are recorded and played back in Stereo

Recorded calls are fully Encrypted

Call Retrieval

Retrieving a Recorded Call

• Calls are played back through the call records view in My Calls Call Manager or My Calls Call Centre Manager
• Users are given permission to play back calls
• Calls can be searched by:
  • CLI
  • DDI
  • Date & Time
  • Ext No.
  • Agent ID
• Recorded calls can be exported to file (WAV, WVA etc)

MyCalls Enterprise

But I have multiple site, How Can MyCalls help me?

Simple, MyCalls Enterprise offer all the features of MyCalls but in a networked environment, by implementing MyCalls Enterprise you can monitor multiple sites from your HQ just as if you were at each site. Not only can you access all the information MyCalls has to offer but you can also group sites into Geographical areas for example. Listed below are just some of the features and business benefits MyCalls Enterprise has to offer:

A Typical Problem Faced By Customers:

Calls that are answered by an auto-attendant will always appear as an answered call from a network call performance report even though the customer hung up once they had realized they were not speaking to a person. This is due to that fact that all carriers do not know what happens to a call once the telephone system has answered it. MyCalls can provide statistics on which option a customer chose, how long they had to wait before they were answered, how many people just hung up, as shown below.

Over reliance or mis-configuration of auto-attendants can lead to many customers actually abandoning their calls rather than listen to a range of options. MyCalls can help identify areas where the auto-attendant is not working as desired for the business.

Example Data:

RELATED LINKS :

ASPIRE
OVERVIEW
APPLICATIONS
VoIP
CALL CENTRE SOLUTION
DECT
HANDSETS
CALL RECORDING

XN 120
OVERVIEW
APPLICATIONS
CALL RECORDING
HANDSETS

DXE
UPGRADE DXE TO ASPIRE
OVERVIEW
HANDSETS