Access Cloud Call Center Features

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1 Access Cloud Call Center Features General Operational Features Queue Addressing/DNIS support - Assign full DN or Extension to queue - Assign multiple DNIS per Queue Assign Agents to queues - Assign to multiple queues (skill groups) Assign Supervisors - Assign Supervisors to Queues (skill groups) - Assign Agents to Supervisors Note: Supervisors do not require a Call Center license unless they are assigned as an Agent in a Queue ACD Call Types Inbound ACD calls - Most Idle ("Uniform") - Weighted - Simultaneous - Directory Number Hunting Queue Priority Settings - Longest Waiting Call - Highest Priority Queue - Prioritize DNIS within a Queue Escape from Queue Overflow routing policy - Time-based overflow - Size-based overflow - Transfer call - Play announcement prior to treatment - Allow manual activation, with custom announcement Holiday Service - Assign Selective Call Forwarding service - Integrated Holiday Service settings - Play announcement prior to treatment Forced Forwarding - Use Call Forwarding Always or DND service - Integrated Forced Forwarding settings - Play announcement prior to treatment Agent Features Display Inbound call information (Client and device) - Calling Party Name Outbound ACD calls - Transfer to voic - Calling Party Number Announcement and Queue Media - Play ringback to caller - Caller Wait Time Entrance Announcement Play Estimated Wait Time/Location in Queue Music on Hold Comfort Message Comfort Message Bypass Whisper Message to Agent Customizable Announcements (all) by Queue Customizable Announcements per DNIS within Queue Play Ringing when offering call to Agent Load media files via web portal Chain up to 4 media files per announcement - Play announcement prior to treatment Bounced call routing policy - Route to next agent - Change agent ACD state after bounced calls - Transfer call Stranded call routing policy - Leave call in queue - Transfer call - Transfer to voic - Apply Night Service - Play ringback to caller - Number of Calls in Queue - Wait time of Longest Waiting call in queue - DNIS Name - DNIS Number - Custom DNIS CLID Call Center membership - Activate/deactivate agents in queues ("Join") - Allow/disallow agents to change membership status Allow/disallow Call Waiting for agents Distinctive Ringing for ACD calls (4 alert options) Agent Mobility Routing/Distribution Policies Call Distribution policies - Play announcement to caller (loop) Night Service - Deliver call to alternate device (Shared Call Appearance, Remote Office, BroadWorks Anywhere) - Ordered - start at top ("Regular") - Ordered - start at next agent ("Circular") - Assign Selective Call Forwarding service - Integrated Night Service settings - Present DNIS number to mobile device Set ACD status

2 Access Cloud Call Center Features - Sign in - Sign out - Available - Unavailable - Wrap up, including set max wrap up timer Custom Unavailable Codes (eg Lunch, Break, etc) - Up to 1000 custom codes per company - Create Unavailable codes for each company Set post call ACD state (eg timed wrap up) Call Escalation to Supervisor - Normal Escalation (consultative) - Emergency escalation (immediate conference) Held Call Treatment - Alert agent of held calls - Bounce calls held past threshold Call Center FAC/Star Code support - Escalate call to supervisor - Place Outbound ACD or Personal call Assign Disposition Codes - Up to 1000 custom codes per company - Create Disposition codes for each queue Auto-answer calls via Call Center setting Supervisor Features (via Supervisor client) All Agent features (if assigned a CC license) Monitor/manage agents - View call and ACD state - Change ACD state - View queue membership and join status - Barge-in on calls - Answer alerting calls - Transfer alerting calls Monitor/manage queued calls - View status of queue - Retrieve queued call - Transfer queued call - Reorder queued call - Move to higher priority bucket within queue Silent Monitoring - Active calls with agents - Next call to agent - Next call to queue - Barge-in on monitored calls Call Center FAC/Star Code support - Silent Monitor call - Silent Monitor next call - Night Service activation/deactivation - Forced Forwarding activation/deactivation Call Center Admin Features (via Group or Department Admin portal) Manage Call Center settings - Assign Agents to queues - Activate/deactivate agent membership in queues ("Join" status) - Configure queue thresholds/settings - Load announcements Reporting Features Real time Dashboard (via Supervisor client) Agent Reports - Call Detail Report - Call Report - Duration Report - Activity Report - Summary Report - Unavailability Report - Sign-in/Sign-out Report - Disposition Code Report Queue Reports - Call Detail Report - Call Center Report - Incoming Calls Report - Presented Calls Report - Summary Report - Abandoned Call Report - Service Level Report - Overflow Matrix - Disposition Code Report Scheduled Reports - Create scheduled reports Custom Reports - Access custom reports Note: Recommended custom reports are created by Service Provider Report Filters Export Reports as XLS and PDF Report Branding

3 Roadworks S P Standard Call Center designed to support less complex call center environments. It is generally targeted at lower volume call centers without complex call handling requirements Premium Call Center designed to support complex high-volume call center environments. When creating a new Call Center group, Administrators select which type they want to create, and the applicable features are enabled based on the type of Call Center General Operational Features Queue Addressing/DNIS support - Assign full DN or Extension to queue - Assign multiple DNIS per Queue Call Centers can be assigned full directory numbers allowing them to be accessed directly by customers; or extensions, where they are accessed via an IVR/AA. Multiple DNIS numbers (up to 64) can be associated with a single Call Center, such that a single pool of agents handle calls to all of the assigned DNIS numbers. The DNIS numbers can be assigned to priority buckets (4 levels) such that higher priority calls are distributed before lower priority calls, and calls can move into higher priority buckets when they exceed configured wait times. Assign Agents to queues - Assign to multiple queues (skill groups) Assign Supervisors - Assign Supervisors to Queues (skill groups) - Assign Agents to Supervisors Note: Supervisors do not require a Call Center license unless they are assigned as an Agent in a Queue ACD Call Types S P Any user in the Enterprise with the appropriate Call Center user license can be assigned to a Call Center. Users can be assigned to multiple Call Centers. Up to 1000 agents can be assigned to each Call Center. Any user in the Enterprise can be assigned as a Supervisor of a Call Center. Supervisors can be assigned to multiple Call Centers, and can supervise all or a portion of the agents within a Call Center. Up to 200 Supervisors can be assigned to each Call Center. Supervisors must have the Call Center Supervisor client to access reports and real time monitoring of agents and queues. Inbound ACD calls Inbound voice calls are distributed to the agents assigned to the Call Center Outbound ACD calls Announcement and Queue Media S P Entrance Announcement Any Call Center can be designated as an Outbound Call Center, such that outgoing calls from an agent can be associated with a Call Center, such that the called party sees the Calling Line ID (CLID) of the call center or DNIS instead of the agent s CLID. Agents can be configured such that all their outgoing calls are made using a designated call center, or can select a call center on a call-by-call basis. The queue entrance message is played to the caller when they initially enter the queue. Example: You have reached the Sales Department If an agent is available, the entrance message will not be played Play Estimated Wait Time/Location in Queue After the entrance announcement is played, an optional message announces to callers their position in the queue or an estimated waiting time Music on Hold Configure music media to be played to the caller while they are in the queue. MoH can be configured to run from a file, which always starts at the beginning and loops, or from an external source, where the media source plays a continuous stream of music. Comfort Message Configure a periodic comfort message to be played to the caller while they are in the queue. Comfort Message Bypass Whisper Message to Agent Customizable Announcements (all) by Queue Customizable Announcements per DNIS within Queue Permits callers with a short estimated wait time to hear an alternate comfort messages or ringing instead of the standard comfort/music-on-hold treatments When enabled, allows a custom message to be played to the agent when a call comes from a call center. Example: Call from Sales Queue A separate customized message can be loaded for each Call Center, and for each configured DNIS within a Call Center. All announcement and greetings associated with the Call Center, and each DNIS number associated with the Call Centers, can be customized. Play Ringing when offering call to Agent All announcement and greetings associated with the Call Center, and each DNIS number associated with the Call Centers, can be customized. Load media files via web portal All announcement and greetings associated with the Call Center can be retrieved from an external server by configuring a URL in the settings Chain up to 4 media files per announcement Each announcement and greeting associated with the Call Center can be configured to use up to 4 chained messages/files. This is typically used in two scenarios: Reuse common message fragments to create a message. For example, combine Thank you for calling ABC Corporation with You have reached the Sales Department and Your call may be recorded. The first and last fragment can be reused in other announcements. Add temporary messages to the existing message without having to alter the standard message. For example, add We are currently experiencing a network outage in the Smith County area. For the latest update, please go to our website at

4 Routing/Distribution Policies S P Call Distribution policies - Ordered - start at top ("Regular") - Ordered - start at next agent ("Circular") Policy to select and distribute calls to the agents assigned to the Call Center - Most Idle ("Uniform") Sends calls to the agent that has been idle the longest - Weighted Sends calls to agents in the order listed for the Call Center. Incoming calls go to the first available person on the list, always starting with the first person on the list Sends calls to agents using the order listed for the Call Center. Incoming calls go to the first available agent on the list, beginning where the last call left off Calls are distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive. When selected, a Weighted Call Distribution option is enabled on the main Call Center Profile screen. - Simultaneous Rings all of the agents in the Call Center simultaneously; the first user to pick up the ringing phone is connected - Directory Number Hunting Calls can roll to extensions as specified in a non-sequential order Queue Priority Settings - Longest Waiting Call A policy that determines which call in the queue, based on priority, should be delivered to an agent when the agent becomes idle. When this setting is selected, the wait times of the next call in line from each queue where the agent is staffing are compared. The longest waiting call is selected and delivered to the agent. - Highest Priority Queue Call can be routed to queue with a higher precedence than other call queues - Prioritize DNIS within a Queue Call can be routed based on a DNIS priority Escape from Queue Overflow routing policy - Time-based overflow - Size-based overflow - Transfer call - Transfer to voic - Play ringback to caller - Play announcement prior to treatment Bounced call routing policy - Route to next agent Move to next agent based on Group policy - Change agent ACD state after bounced calls Enable the Escape from Queue option, and configure the digit that callers can use to escape from the queue. When triggered, the escape function routes the caller to the Busy destination configured for the Call Center, which may be a configured destination or Voice Messaging. An Overflow call is defined as a call that will exceeds the Queue Length setting on the Call Center Profile settings (Overflow-Size) or has exceeded the wait time configured in the Overflow settings (Overflow-Time). Overflow actions include the following options: Perform busy treatment CFB or Voice Messaging Transfer call Play ringing until caller hangs up In addition, an announcement can be played before the overflow processing A bounced call is defined as a call that is routed to the agent but is not answered within the specified number of rings. - Transfer call Ability to re-direct a call out of a queue or into another queue Stranded call routing policy - Leave call in queue - Transfer call - Transfer to voic - Apply Night Service - Play ringback to caller - Play announcement to caller (loop) This enables and sets the agent state after a call from a drop-down list. If Unavailable state is chosen, the unavailable code can also be chosen from the drop-down list. A stranded call is defined as a call that is in the queue when there are no longer any agents Signed-In to the queue.

5 Night Service - Assign Selective Call Forwarding service - Integrated Night Service settings - Play announcement prior to treatment - Allow manual activation, with custom announcement Holiday Service - Assign Selective Call Forwarding service - Integrated Holiday Service settings - Play announcement prior to treatment Forced Forwarding - Use Call Forwarding Always or DND service - Integrated Forced Forwarding settings - Play announcement prior to treatment Agent Features S P Display Inbound call information (Client and device) - Calling Party Name Caller ID by Name - Calling Party Number Caller ID by Number - Caller Wait Time View the time a caller has been waiting in queue - Number of Calls in Queue View the time a caller has been waiting in queue - Wait time of Longest Waiting call in queue View the time callers have been waiting in queue - DNIS Name Can identify the inbound queue by DNIS name - DNIS Number Can identify the inbound queue by DNIS number Night Service provides a policy to perform different routing during hours that the queue is not in service (generally after business hours). The service is invoked via a schedule that defines the business hours of the queue. Holiday Service provides a policy that permits calls to be processed differently during holiday periods. The holiday schedule is defined at the group level. The Queue policy allows the configuration of a specific routing action when a call is received during a holiday period. If no holiday schedule is defined for the queue, then all incoming calls to the queue are processed as if they were received during a non-holiday period. Forced Forwarding provides a policy to temporarily divert new incoming calls to a new destination. Forced forwarding of calls does not affect calls already in the queue. These calls are routed to and presented to the agents in the usual way. This feature is typically invoked when a change in business conditions dictates calls be redirected to another queue other than Night service or overflow destinations. - Custom DNIS CLID Can create custom unique DNIS names other than CNAM name and number Call Center membership - Activate/deactivate agents in queues ("Join") - Allow/disallow agents to change membership status Allow/disallow Call Waiting for agents Distinctive Ringing for ACD calls (4 alert options) Agent Mobility - Deliver call to alternate device (Shared Call Appearance, Remote Office, Anywhere) - Present DNIS number to mobile device Agents assigned to Call Centers must Join the Call Center to be considered in the call distribution process. If they are not Joined they are not considered active in the Call Center. If they are Joined their ACD state and Line State are used to determine if/when they receive a call. Agents can Join any number of Call Centers, using either the Web Portal or the Call Center client. Agents may be allowed to set their Join status, or an Administrator can configure and lock their Join status. This is generally used when an agent needs to temporarily Join a queue when call volumes are higher than normal. Allows an Agent to receive new inbound calls when they are on an active call. For Call Center agents, this setting is controlled in the Call Center configuration settings. An option exists to Allow call waiting on agents. This setting is typically DISABLED in a formal call center environment. Utilization of mobility features to deliver DNIS name and number to mobile or remote devices

6 Set ACD status - Sign in Alerts the Supervisor that the agent's extension is registered - Sign out Logged out and unavailable - Available Logged in ad ready to receive in-bound calls from the ACD - Unavailable Logged in but made to not be ready for in-bound ACD call by DND or wrap-up. - Wrap up, including set max wrap up timer Logged in. This is a preset time for the agent time to add notes to a CRM after the previous ACD call Custom Unavailable Codes (eg Lunch, Break, etc) - Up to 1000 custom codes per company - Create Unavailable codes for each company The Unavailable ACD state can be extended to include codes showing the reason the Agent is Unavailable. For example: Unavailable-Lunch Unavailable codes are completely customizable. Administrators create or enable a set of Unavailable codes for use within an Enterprise or a Call Center. Up to 1000 Unavailable Codes can be defined in an enterprise Note: Agents can be forced to select an unavailable code, with a default Unavailable code applied when one is not selected. Set post call ACD state (eg timed wrap up) Logged in. This is a preset time for the agent time to add notes to a CRM after the previous ACD call Call Escalation to Supervisor - Normal Escalation (consultative) - Emergency escalation (immediate conference) Held Call Treatment Agents can quickly escalate calls to their assigned Supervisors via a button in the Call Center client. This is a consultative escalation in which the calling party is placed on hold, the agent connects with a Supervisor, and the parties are joined together This is an escalation in which the calling party is NOT placed on hold, the agent alerts a Supervisor and they are immediately joined into the call. Using the Call Center client, agents can see the line state of their assigned Supervisor(s) and select a Supervisor based on their line state, or a Supervisor can be automatically selected based on the Supervisor s availability Any user can be assigned as a Supervisor for a call center, including Team Leads. They need not have a Call Center Supervisor client. - Alert agent of held calls Specify whether to alert agents about held calls and specify the time in seconds after which to alert the agent. - Bounce calls held past threshold Specify whether to bounce held calls and enter the number of seconds after which a held call should be bounced. Call Center FAC/Star Code support - Escalate call to supervisor - Place Outbound ACD or Personal call An agent can place an outgoing personal call. Assign Disposition Codes - Up to 1000 custom codes per company - Create Disposition codes for each queue Auto-answer calls via Call Center setting Agents can escalate a call to their supervisors using a button on the Agent client. This places the original calling party on hold while calling the supervisor. The call can be made to a selected supervisor or can automatically select an available supervisor based on the supervisor s line and DND status. Disposition codes can be applied to call center calls during the call and at wrap-up. This allows calls to be tagged in reports to track the result of promotions, the result of calls, the purpose of calls, or other items. Disposition codes are completely customizable. Administrators create or enable a set of Disposition codes for use within an Enterprise or a Call Center. Up to 1000 Disposition Codes can be defined in an enterprise A Queue policy configuration option that, when enabled, allows ACD calls to agents to be automatically answered and rendered over the device s speaker and microphone. Note: The agent s device must support the Remote Control Talk Event package for this feature.

7 Supervisor Features (via Supervisor client) S P All Agent features (if assigned a CC license) Supervisor has the ability to view the agents features ( agents that are assigned to them) Monitor/manage agents - View call and ACD state Supervisor to view the real-time status and performance of agents and queues they are supervising - Change ACD state Supervisor ability to change agent ACD state from example: unavailable to available or sign-out - View queue membership and join status Supervisor ability to see all agents assigned to them and whether the agents have joined the active queue(s) - Barge-in on calls Supervisors may barge in to calls being handled by agents they are monitoring. An optional tone allows agents to recognize when the supervisor has barged in. - Answer alerting calls Inbound calls and outbound click-to-dial calls alert the agent s device. They can answer the call using the phone, the Assistant Enterprise toolbar, the Agent client, or the call can be automatically answered, meaning their device goes off-hook automatically after alerting. Transferring calls will - Transfer alerting calls also alert the agents' device Monitor/manage queued calls - View status of queue Supervisor ability to view overall health of a queue. Supervisor can then make a decision to re-order, transfer, answer, or re-prioritize calls in queue - Retrieve queued call - Transfer queued call - Reorder queued call - Move to higher priority bucket within queue Silent Monitoring - Active calls with agents Supervisors can choose to retrieve calls from the queue and answer the calls themselves. This effectively transfers the call out of the queue to the supervisor. A call can be transferred from one call center queue to the other by the supervisor. In scenarios in which a particular call center is swamped with calls and calls coming into the queue are not serviced effectively, the supervisor can transfer calls from the busy call center to another call center or any other destination to ensure calls are serviced in an effective manner. The supervisor has the ability to reorder calls in a queue. Calls toward the end of the queue can be moved to the front of the queue and vice versa. This is useful in scenarios in which an important call is received by a call center and is placed at the very end of the queue. The supervisor can make a decision to move this important call to the front of the queue so that the call is serviced more quickly. The supervisor has the ability to reorder calls in a queue. Calls toward the end of the queue can be moved to the front of the queue and vice versa. This is useful in scenarios in which an important call is received by a call center and is placed at the very end of the queue. The supervisor can make a decision to move this important call to the front of the queue so that the call is serviced more quickly. A call center supervisor has a Supervisor client, which provides real-time monitoring of queues and agents, as well as the ability to generate ondemand reports on the key performance indicators for the queues and agents. - Next call to agent The supervisor can monitor the next call received by a call center or a particular DNIS in a call center. When the next call is received by the call center or DNIS, the supervisor is connected to the call in a silent monitoring mode and the supervisor remains connected when the call is offered - Next call to queue and answered by an agent - Barge-in on monitored calls Call Center FAC/Star Code support - Silent Monitor call - Silent Monitor next call - Night Service activation/deactivation Supervisors may barge in to calls being handled by agents they are monitoring. An optional tone allows agents to recognize when the supervisor has barged in. Supervisors may listen into calls being handled by agents they are monitoring. An optional tone allows agents to recognize that they are being monitored. Agents must have the Call Center Premium license assigned. At any time during the call, the supervisor may escalate to a full barge-in. The supervisor can monitor the next call received by a call center or a particular DNIS in a call center. When the next call is received by the call center or DNIS, the supervisor is connected to the call in a silent monitoring mode and the supervisor remains connected when the call is offered and answered by an agent. Calls are handled according to the Night Service configuration. If the Night Service action is set to none, then this is equivalent to this policy being set to none (that is, calls remain in the queue).

8 - Forced Forwarding activation/deactivation Supervisor can manually activate or deactivate Forced Forwarding treatment. The Forced Forwarding policy is useful in scenarios where there is an emergency or no agents are available to staff a call center. In such a situation, the administrator or supervisor can temporarily redirect all new calls to an alternate call center until the situation is resolved. Call Center Admin Features (via Group or Department Admin portal) Manage Call Center settings S P - Assign Agents to queues Agents who have the appropriate call center license appear on the list of agents who can be assigned to the call center. - Activate/deactivate agent membership in queues ("Join" status) - Configure queue thresholds/settings - Load announcements Reporting Features S P An agent can join or unjoin call centers from the web portal or from the Agent client. Administrators can configure whether an agent is allowed to change their Join status by using the Allow Agents to Join Call Centers option on the Call Center Profile screen. Standard and Premium call centers have the option of setting Yellow and Red threshold values for a set of agent-related metrics. When these thresholds are crossed (increasing or decreasing severity), the severity is rendered visually in the corresponding Supervisor client by displaying those measurements in the respective colors on the Dashboard. Additionally, an may be generated and sent to addresses provisioned against the agent threshold profile. This enables the use of announcement fragments that can be shared across multiple services. Create a set of common announcement files and reuse them across multiple call centers. For example, the following announcement can be broken down into four different announcement files, with the first, third, and fourth fragments used across multiple call centers. Thank you for calling Acme Services. You have reached our sales department. All our associates are currently busy, but please hold for the next available agent. If you would like to speak to an operator, please press 0 now. All call center announcements can be configured at the call center level as well as at the DNIS level within a call center. Configuring announcements at the DNIS level provides more differentiation for the caller since the caller receives announcements specific to the DNIS number the caller has dialed. The default announcements described in this section are always localized according to the language of the queue. Real time Dashboard (via Supervisor client) Supervisors also have access to real-time metrics as well as real-time and historical reports regarding the agents and queues that they supervise. Agent Reports - Call Detail Report This is a detailed list of all calls made or received by the agent. - Call Report This allows you to view what types of calls were received or made by an agent (ACD, inbound, outbound, and so on). - Duration Report This allows you to view how long an agent spends on different types of calls. This shows the total duration during the time period - Activity Report This allows you to view how agents used their time. It shows how much time they spend in different line/acd states. - Summary Report This allows you to view and compare agent performance. They report on average durations and maximum durations during the time period. - Unavailability Report This allows you to monitor an agent s non-working time. - Sign-in/Sign-out Report These are time-stamped entries to reflect working time. - Disposition Code Report This allows you to monitor an agent s use of disposition codes. Queue Reports - Call Detail Report This contains a detailed list of all calls handled by the call center. - Call Center Report This allows you to view what is happening to calls that enter the queue, for example, how many were received, abandoned, escaped, and so on - Incoming Calls Report This allows you to view what is happening to calls that arrive at the call center, for example, are they being deflected, are they arriving due to overflow? - Presented Calls Report This allows you to view what is happening to calls that enter the queue, for example, how many were received, abandoned, escaped, and so on. - Summary Report This allows you to view and compare agent performance. They report on average durations and maximum durations during the time period. - Abandoned Call Report This allows you to view the number of calls queued and abandoned. Then you can adjust staffing to create the proper balance.

9 - Service Level Report This allows you to monitor the compliance with service levels (up to five). Then you can adjust staffing to meet contract obligations and customer satisfaction. - Overflow Matrix This allows you to monitor whether calls are overflowing according to expectations. Then you can adjust staffing to create proper balance. - Disposition Code Report This allows you to monitor the use of disposition codes for calls handled from a call center Scheduled Reports - Create scheduled reports Custom Reports - Access custom reports Note: Recommended custom reports are created by Service Provider Reports can be scheduled such that they are automatically run and delivered to specified users based on a configured schedule Custom reports can be created using existing data templates for agents or queues. Report Filters Filters can be applied to reports to screen out undesired data Export Reports as XLS and PDF Reports can be delivered in HTML, or exported in XLS or PDF format Report Branding Reports can be branded by the Service Provider or Company

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