Call Centre Solutions

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1 Call Centre Solutions When Every Call Matters Topics of Discussion What happens when a call arrives Panasonic s Call Distribution Methods What happens when all the members / agents are busy or not available Call Queuing & Timetables Overflow Member / Agent Features Call Centre Management Tools Supervisor Feature Real Time Display Historical Reporting Call Recording 2

2 Call Centre Solution Almost all businesses operate some form of a call centre for distributing calls to a group of staff members Some Call Centres are setup to handle internal staff assistance while others are geared to support external callers Revenue Protection Revenue Generation 3 Standard Call Centres Features Panasonic IP-PBX systems offer a full array of features to assist in managing callers and increasing staff productivity KX-TDE & KX-NCP systems support: 128 Incoming Call Distribution (ICD) Groups 128 Agents per ICD Group All without the need of optional seat licensing 4

3 Standard Call Centres Features Built-in Call Centre Group features: 128 Incoming Call Distribution (ICD) Groups Distribution and Routing Tables Caller Queuing with integrated messages VIP Groups Group Overflow Group Forwarding 5 What happens when a call arrives? Ring.. Ring..Ring I ll try and transfer you.. Please hold Who where you holding for? Elevator Music Voice Mail Jail

4 Incoming Call Distribution Modes Panasonic offers 4 different type of call distribution methods to ensure your callers get answered in the most effective manner: Uniform Call Distribution Ring Group Priority Hunting Automatic Call Distribution * * Requires the optional Enhanced Software License key be installed When Every Call Matters 7 Incoming Call Distribution Modes Uniformed Call Distribution (UCD) Mode Calls are distributed evenly to a different extension each time a call is received. Extensions are hunted in a circular way in the preprogrammed order for the group, starting at the extension after the extension that received the last call. Member received the last call 8 Start searching for the next available member

5 Incoming Call Distribution Modes Ring Group Call Distribution Mode All available group members extensions ring simultaneously. 9 All available members ring simultaneously Incoming Call Distribution Modes Ring Group Call Distribution Mode All available group members extensions ring simultaneously. Delayed Ringing: Delayed ringing or no ringing can be programmed for each extension in the group. The call can be answered by pressing the flashing button even if no ring or a delayed time is set. Member s phone only starts ringing after the delay timer expires 10

6 Incoming Call Distribution Modes Priority Hunt Group Distribution Mode An idle extension is searched for using the preprogrammed order for the group. Always starts searching from the first assigned member / extension Ext 127 Ext 129 Ext #1 Priority ` Member #2 Priority Member #3 Priority Member Incoming Call Distribution Modes Automatic Call Distribution Mode * Similar to the UCD mode, with the optional Enhanced Software License, calls can be directed to the ICD group member that has been idle for the longest period of time. Idle 0:12 Idle 1:01 Idle 0:42 Idle 0:01 12 * ACD features requires Enhanced Software License

7 Incoming Call Distribution Modes 13 Enhanced Software License Model Number KX-NCP500 KX-NCP1000 KX-TDE100 KX-TDE200 KX-TDE600 Automatic Call Distribution Cellular Integration Centralized Voice Mail Enhanced CTI Integration Network DSS / BLF Network ICD Groups Network PS Roaming Part Number KX-NCS3910 KX-NCS4910 KX-NCS4950 Incoming Call Distribution Modes Network ICD Group(s) Managed IP Network ICD ICD 603 ICD Group 602 in NCP Member 1 : can log-in to / log-out from 602 or 203 controls 399 log-in status through DISA. ICD Group 603 in TDE Member 1 : 301 Member 2 : 302 Member 3 : 399 (Virtual) 399 Fwd to ICD Both NCP & TDE require optional Enhanced Software Licenses

8 Incoming Call Distribution Modes The main page for the ICD Group programming provides the ability to set the call distribution method per group 15 Incoming Call Distribution Modes It also allows the group to be assigned into a tenant group to all different Audio Source for Music on Hold 16

9 Call Queuing What happens to the new callers when all ICD group members / agents are busy assisting other callers or unavailable? ICD Group 17 Call Queuing If all agents in an ICD group are busy, the system allows additional calls to be routed to queues. Extensive messaging options are available for calls waiting in queue. Queues can be programmed to play specific recorded voice messages or calls in queue can be sent to an overflow extension/department or even to a group mailbox. Calls in queues are handled based on sequences as programmed in the Queuing Time Table. 18

10 Call Queuing Digitally recorded message are played to customers who are queue These messages can be recorded by the Manager/Supervisor from any telephone on the system or by importing pre-recorded audio files TDE and NCP systems have 2-channels of messaging capability built-in as a standard offering Additional channels can be added via the KX-TDA0194 Messaging Card(s); each messaging card has 4- channels of messaging 19 Call Queuing Maximum Messaging Channels per system: System Type Built-In Channel Optional Messaging Cards TTL Channels Supported KX-TDE x KX-TDA channels KX-TDE x KX-TDA channels KX-TDE x KX-TDA channels * KX-NCP x KX-TDA channels KX-NCP x KX-TDA channels Note: The KX-TDA0194 Messaging Card mounts on a KX-TDA0190 Option Card Maximum 3 x KX-TDA0194 Messaging Cards per Option Card The systems will support up to 8-minutes of recording with up to 64 different messages 20

11 Call Queuing Time Tables Up to 64 different Time Tables can be assigned for each time of day mode (day/lunch/break/night) on a per group bases Each Queuing Time Table has up to 16 sequences or actions that it can perform Play Outgoing Message (OGM) Wait for x number of seconds Play Music on Hold Overflow to another group or specific extension Overflow to Voice Mail with specific group message Disconnect 21 Call Queuing Time Tables Time Tables determine what actions the caller will hear if all agents are busy or unavailable Up to 64-Time Tables are supported with up to 16- sequences per table 22

12 Queue Overflow on Busy Once a Queue Capacity threshold has been exceeded, all new incoming call are automatically forwarded to the busy destination Overflow destinations based on Time-of-Day Maximum number of calls that can be queued 23 Queue Overflow with No-Answer Once a call has been queued for a certain period of time, the call can be set to automatically overflow to a predetermine destination based on Time-of-Day Overflow Timer Hurry-Up Levels Calls can also be manually overflowed by an agent or supervisor via a Hurry-up Key 24

13 Queue Overflow by Hurry-up Feature A flexible button can be programmed as a Hurry-up button. It is used to redirect the longest waiting call in the queue to the overflow destination Hurry Up Designated key: Off = No Calls in Queue On = At or under assigned number Flashing = Over Assigned number of calls 25 VIP Call Mode By enabling VIP call mode, Call Centers using multiple ICD groups can give priority in routing calls to agents Calls to ICD groups can be given higher priority When multiple groups enable VIP Call mode, the lowest number ICD group has the highest priority when receiving calls The system prioritize calls to agents in multiple groups 26

14 Miscellaneous Queue Options Each ICD Group has it s own unique options Calls that are presented to an agent and go unanswered can be redirect to another agent Agents can automatically be logged out if a predetermined number of calls go unanswered The system can be set so that last agent in the Group cannot log out. 27 Callers will hear a busy tone when the Maximum Number of Busy Extensions threshold has been exceeded A Manager Supervisor can be designated for each group. ICD Group Forwarding Selected telephones can turn on and off call forwarding for an ICD group via a Feature Key or by Feature Code Forward Option for CO and/or Extensions calls Up to 32 digits can be programmed for the destination 28

15 ICD Group Member / Agent Features 29 Call Centre features to simplifies the agent s work can be programmed on to feature keys Log-In/Out (individual groups or all groups) Hurry-Up (individual groups) Wrap-Up - Incoming ICD Group Calls - Extension Calls (all calls) ICD Message Waiting(s) Queue Busy Indication Headset Mode (Answer / Release) Walking Extension / Hot-Desking Two-Way Record ICD Group Key(s) Outgoing PRI CLIP for Call Centres By selecting an ICD Group key to make outgoing calls, the DID number associated with the ICD group can be sent instead of the agent s DID number CLIP: CLIP: Ext Outgoing call by dial 9 or CO line access Ext Outgoing call by ICD key

16 Member / Agent Features using CA PRO Agents using a CA Pro license for Unified Communications can also control call centre features Easy access to Log-in / Log-out Easy access to Wrap-up Member / Agent Features using CA PRO CA Pro also provides members with screen pop for MS Outlook contacts in their personal contacts along with other popular CRM software via MS TAPI integration

17 Call Centre Management Tools Management Tools for Call Centre Manager and Supervisors ICD Group 33 Supervisor Call Centre Management Tools As personnel cost makes up a high percentage of the overall operating cost of a call centre, controlling and managing the call is critical. With the Panasonic Call Centre solution the following methods on controlling and managing the call flow are available: Telephony based management PC Graphical Display based management CA Supervisor Poltys Call Centre Software Suite 34

18 Telephony Based Tools Monitor Agent activity when engaged on a call Assist on the call by entering into a 3-way call with the agent and the caller Supervisor s, via a 6-Line Display Telephone, ICD Queue Monitor Display Remote Agent Log In/Out via a DSS Module 35 Telephony Based Tools Incoming Call Queue Monitor Display If the display is in idle status, it will change to monitor mode for the corresponding incoming call distribution group automatically 36

19 Telephony Based Tools Remote Agent Log In/Out Control 37 Graphical Management Tools CA Supervisor provides managers and supervisors with an easy to use monitor tools Group Selection Waiting Queue Monitor - Current Waiting Call - Longest Waiting Time Group Member s Presence Performance Monitor - Total Incoming Calls - Average Waiting Time - Overflow Call - Lost Call 38

20 CA Supervisor Adding to the business productivity features of Communication Assistant, CA Supervisor has additional functions: Log in / Log out : Managers can change Log in status of selected members in a contact list Supervisors can : Silently Listen in Barge in (Busy Override) Take over any group call for further handling, if required

21 Poltys Call Centre Software Suite Software specifically designed for Call Centre Manager and Supervisors to management Incoming Call Distribution Groups and staff members Integrates with Panasonic KX-TDE and KX-NCP IP-PBX systems via Ethernet connectivity Poltys offers 3 different software options to meet the management needs: CC View Lite CC View CC Pro 41 Poltys Call Centre Software Suite The CC Call Centre software offers: Flexible Monitoring Tools System Information Queues Status Groups Activity Agent Activity Call Details Call Centre Statistics Management Reports Call Billing Information Comprehensive Call Log information 42

22 Real-time information Status of each Agent (idle, busy, etc.) Type of the call (incoming, outgoing, internal) The phone numbers for each party involved in the call and customer s name Manage over 100 types of counters and timers Active Counters Cumulative Counters Peak Counters Active Timers Cumulative Timers 43 CC Call Centre Suite Reporting ACD Reports provide historical data for in-depth analysis Multiple filter criteria, field chooser, date selection and time division allows you to run predefined or custom reports. Reports can be Printed, Exported or ed Report Settings & Filtering Set of predefined report templates for quick generation Schedule Settings 44

23 CC Call Centre Suite Reporting 45 Call Centre Software Comparison Understanding the differences in the CC Call Centre Suite options: 46

24 Call Centre Software Comparison Page: 1 of 5 47 Call Centre Software Comparison Page: 2 of 5 48

25 Call Centre Software Comparison Page: 3 of 5 49 Call Centre Software Comparison Page: 4 of 5 50

26 Call Centre Software Comparison Page: 5 of 5 51 Optional Add-on Software Modules Estimated Hold Time in Queue Message When an outside call arrives a prerecorded Direct Inward System Access (DISA) outgoing message (OGM) can greet the caller, and give information about the Estimated Hold Time in Queue. The Estimated Hold Time in Queue is based on current statistics and passed performance and it is calculated in minutes as the number of calls in queue multiplied by the Average Waiting Time in Queue counter for the monitored group. The customer is also offered the option to remain waiting in Queue or to be transferred to another location such as Voic . 52

27 Optional Add-on Software Modules CCRecord PRO enhances the CC View and CC Pro software by adding the Call Record capability Calls can be recorded based upon: DID / DIL Number Extension Number ICD Group Automatic / Manual bases 53 CC Record PRO Recording connectivity to the TDE/NCP systems is via: Analog Trunks Digital / PRI Trunks Digital Extension PSTN Trunk Recording IP CSTA CC SERVER Digital Station Recording 54

28 Enterprise Edition CC Suite Enterprise deployment Connect up to 8 Panasonic PBX systems to centralized management and reporting 55 Poltys CC Server Click to edit Master title style 56KX TDE100/200 v3.0, February 2010

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