AGENT LICENSE FEATURES

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1 Telesphere Call Center FEATURES AGENT LICENSE FEATURES Standard Agent Premium Agent Standard Agent Premium Agent Access Call Center Reporting - (All Agents, All Call Centers) Access Call Center Reporting - Agent Activity (Single Agent) Access Dashboard / Monitoring Functionality Access to Call Center Application (Optional Add On) Accumulation of Waiting Time Accumulation of Waiting Time Reset Allow agents to join call centers Allow call waiting on agents Allow callers to escape out of queue (0 out) Automatic Wrap Up Bounced call After x rings Bounced call If agent becomes unavailable while ringing Bounced call Transfer to phone number Change Agent ACD State Change Agent States from Call Center Application (Supervisor level) Comfort Message Bypass Comfort Messages Enable calls to agents in wrap-up Enable maximum ACD wrap-up timer Entrance Message Forced Agent Unavailability Consecutive Bounced Calls Forced Agent Unavailability Do Not Disturb Forced Agent Unavailability Personal Call Forced Delivery of Calls Forced Forwarding Holiday Service Log in or out via the Polycom phone (Agent only) Music on Hold Night Service Manual Override Night Service Scheduled Overflow Size Overflow Time Play ringing when offering call Priority Routing Longest Waiting Time Priority Routing Precedence Queue Depth (0-50) Queue Depth Max (0-525) Status and Statistics (Reporting) Stranded Calls Night Service Stranded Calls Ringing Supervisor Client Only Supervisor Client Only Supervisor Client Only CALL 888.MY.SPHERE ( )

2 Feature Definitions Access Call Center Reporting This allows the Supervisor to run Real Time or Historical reports from the deskop client Access Dashboard / Monitoring Functionality This allows the Supervisor to view the real time dashboard and monitor agents from the desktop client. Access to Call Center Application This is the desktop software that gets installed on the Agent s desktops that allowsthem to log in and out of their assigned queues. Accumulation of Waiting Time A first queue is defined as the overflow destination of a second queue and the Night Service destination of a third queue. The first queue is configured to honor accumulated waiting time and prioritize the incoming calls accordingly. An incoming call is received by the third queue outside of business hours. The call is transferred to the first queue according to the Night Service configuration. The call is received by the first queue and remains in the queue since there are no available agents. Shortly afterward, a call from the second queue overflows based on time, and is transferred to the first queue according to the overflow configuration. The call is received by the first queue and remains in the queue since there are no available agents. However, the call is prioritized ahead of the other call based on the accumulated wait time. When an agent becomes available, the overflowed call is delivered (in priority) to the agent. Accumulation of Waiting Time - Reset A first queue is defined as the overflow destination of a second queue and the Night Service destination of a third queue. The first queue is configured to ignore accumulated waiting time and to always place the incoming calls at the end of the queue. An incoming call is received by the third queue outside of business hours. The call is transferred to the first queue according to the Night Service configuration. The call is received by the first queue and placed at the end of the queue since there are no available agents. Shortly afterward, a call from the second queue overflows based on time, and is transferred to the first queue according to the overflow configuration. The call is received by the first queue and remains in the queue since there are no available agents. The call is once again placed at the end of the queue since there are no available agents. When an agent becomes available, the call transferred by the Night Service is delivered in priority to the agent. Allow Agents to Join Call Centers Allows agents to join or unjoin a call center queue Allow Call Waiting on Agents This setting allows agents to take more than one call at a time from the call queue. When enabled, agents can receive multiple calls in the call center queues. When disabled, the agent can only take one call at a time. Allow Callers to Escape out of Queue (0 out) This setting allows callers to be able to escape out the queue by pressing any single digit from 0-9, # and *. This can be enabled or disabled. Bounced call - After x rings This setting will send calls to a different destination after a pre-programmed number of rings is set. Bounced call - If agent becomes unavailable while ringing This setting will redirect a call to a pre-determined destination if an agent becomes unavailable while a call is ringing in the queue. CALL 888.MY.SPHERE ( )

3 Bounced call - Transfer to phone number This setting can be used to remove the bounced call from the queue and transfer the call to a new destination. Bounced calls are always at the top of the queue and if multiple bounced calls are in a queue, then they are prioritized in the order they entered the queue. Supervisors cannot re-order calls ahead of bounced calls. Change Agent ACD State This allows agents to have the ability to log in and out from the call queue. When disabled, agents are permanently logged in or out and cannot change their states. Change Agent states from the Call Center Application Supervisors can change the state of an agent either from the web portal (if allowed access) or from the Supervisor desktop client. Comfort Message Bypass A queue is configured to provide comfort bypass messaging (that is, Ringing) if the longest waiting age for the queue is less than 60 seconds. There are two calls in the queue, with respective ages of 50 seconds and 55 seconds. An incoming call is received by the queue. The call is provided with the entrance message, followed by ringing since the longest waiting age is 55 seconds. Ten seconds later, another call is received by the queue. This call is provided with the entrance message, followed by Music On Hold since the longest waiting age is now 65 seconds. The other calls continue to hear ringing. Comfort Messages The comfort message is a announcement played as a caller waits in the queue. During this message, callers can press a pre-configured digit to escape out the queue (if programmed) and go to another destination. Enable Calls to Agents in Wrap Up This setting allows calls to be directed to agents when they are in wrap up mode. Enable maximum ACD wrap-up timer This sets the maximum time an agent can be in wrap up mode. Entrance Message This message is played as soon as a caller enters the queue; even if an agent is available for the call. This allows notifications to be played to callers to advise them of things such as calls being recorded, etc. Forced Agent Unavailability - Consecutive Bounced Calls The group/enterprise is configured to force the agent state to unavailable upon detecting three consecutive bounced calls. An agent is actively taking calls from different queues and is currently in the available state. The agent leaves the agent s desk for lunch and forgets to change the agent state to unavailable. The Application Server continues to deliver calls from the various queues to the agent position, but the calls remain unanswered and bounce back to the respective queue. After three consecutive bounced calls (two from a queue, and one from another queue), the agent state is automatically changed to unavailable. The agent returns to the agent s desk, changes the agent state to available, and starts taking calls. CALL 888.MY.SPHERE ( )

4 Forced Agent Unavailability - Do Not Disturb The group/enterprise is configured to force the agent state to unavailable upon activating the Do Not Disturb service. An agent is actively taking calls on the queue and is currently in the wrap-up state. The agent needs to attend to non-workrelated matters and activates Do Not Disturb. The agent state is automatically changed to unavailable. The agent returns to the agent s desk and deactivates Do Not Disturb. The agent s state is still set to unavailable. When ready, the agent changes the agent s state to available and starts taking calls. Forced Agent Unavailability - Personal Calls The group/enterprise is configured to force the agent state to unavailable when an agent makes or receives a personal call (calls directly to their assigned DID) An agent is actively taking calls from different queues and is currently in the available state. The agent picks up the phone and makes a personal call. The agent s state is automatically changed to unavailable. The agent terminates the personal call by hanging up. The agent s state is still set to unavailable. When ready, the agent changes the agent s state to available and starts taking calls. Forced Delivery of Calls The queue is configured to force the delivery of calls to agents. The answer threshold is set to four seconds to allow the agent to identify the incoming call and prepare the opening line accordingly. An agent becomes available and a call from the queue is delivered to the agent. The agent s position rings, and after four seconds, the call is connected between the caller and the agent through the device s speaker phone capabilities. Alternatively, the agent picks up the phone before the four seconds and is immediately connected to the caller. Forced Forwarding A situation occurs by which a queue is no longer able to process new incoming calls. The supervisor uses the phone interface to activate Forced Forwarding with the associated FAC. The supervisor enters the phone number of the queue as well as the destination number of an alternate queue. Existing calls remain queued and are delivered to available agents as they become available. An incoming call is received by the queue and processed according to the Forced Forwarding configuration. The caller hears the Forced Forwarding announcement and is redirected to the alternate queue. When the problematic situation clears, the supervisor deactivates Forced Forwarding with the associated FAC. Incoming calls to the queue are delivered to available agents or are queued. Holiday Service A company has two technical support queues to provide support to Canadian and U.S. customers. The U.S. technical support queue is configured with the U.S. holiday schedule and the Canadian technical support queue is configured with the Canadian holiday schedule. Today is U.S. Thanksgiving. Incoming calls to the U.S. technical support queue are processed immediately before reaching the queue. The calls are provided with an announcement and are transferred to the Canadian technical support queue. Log in or out via the Polycom phone (Agent only) Allows agents to log in or out of a call queue via the Polycom IP phone Music on Hold This is a WAV file that can be uploaded to play music on hold to the callers as they wait in the queue. External music sources can also be used. (sold seperately) CALL 888.MY.SPHERE ( )

5 Night Service - Manual Override The U.S. technical support queue is configured with business hours of 8 A.M. to 5 P.M. Outside of business hours, the Night Service is configured to play an announcement and transfer calls to the United Kingdom technical support queue. It is currently P.M. and the supervisor for the queue wants to shut down the queue for the day. The supervisor dials the Night Service Activation Manual Override FAC and enters the queue s primary number. Existing calls remain queued and are delivered to available agents as they become available. Eventually, the queue is emptied and the agents sign out. Incoming calls to the queue are provided with the Night Service Manual Override announcement and are transferred to the United Kingdom technical support queue. At 7 P.M., the supervisor for the queue deactivates the Night Service Manual Override by dialing the Night Service Deactivation Manual Override FAC. An incoming call is received shortly afterward. The call is provided with the regular Night Service announcement and is transferred to the United Kingdom technical support queue. Night Service - Scheduled A company has three technical support queues staffed in the U.S. (Washington), the United Kingdom (London), and Australia (Melbourne) to provide 2/7 support to customers across the world. The queues are all configured with business hours of 8 A.M. to 5 P.M., relative to their respective time zones. Overflow - Size A queue is configured with a maximum size of two and two agents are staffing the queue. Four calls are received successively by the queue. The first call is presented to the first agent and is immediately answered. The second call is presented to the other agent and the third and fourth calls are received while the call to the second agent is still alerting. The third call is queued, but the fourth call is treated as an overflow. The second agent fails to answer the second call and the call bounces back to the queue. At this point, the second and third calls are queued, in that order. Overflow - Time A queue is configured to overflow calls after waiting in the queue for five minutes. When an incoming call has been waiting for more than five minutes, then the call is provided with an announcement and is then transferred to another queue, which is staffed to process this type of call in a more efficient manner. The time spent in the queue is accounted for as wait time as the call is transferred to the new queue and the call is prioritized accordingly. Play ringing when offering a call This will play ringing when offering a call to an agent in lieu of the caller hearing music on hold. This lets the caller know their call is about to be answered. Priority Routing - Longest Waiting Time Two agents are staffing two queues of a group/enterprise: * Technical support * Customer service Both queues have a single call waiting to be handled by an agent, and the call in the technical support queue has been waiting the longest. CALL 888.MY.SPHERE ( )

6 The first agent frees up and becomes available to take a new call. Because the call from the technical support queue has been waiting the longest, the call from that queue is delivered to the agent. The second agent frees up and becomes available to take a new call. The technical support queue is empty and the call from the customer service queue is delivered to the agent. Priority Routing - Precedence Two agents are staffing two queues of a group/enterprise: * Technical support * Customer service The customer service is configured with the highest precedence and both queues have a single call waiting to be handled by an agent. The call in the technical support queue has been waiting the longest. The first agent frees up and becomes available to take a new call. Because the customer service queue has the highest precedence, the call from that queue is delivered to the agent. The second agent frees up and becomes available to take a new call. The customer service queue is empty, so the call from the technical support queue is delivered to the agent. Queue Depth This determines how many calls can be stacked up in a queue holding. Telesphere offers the ability for 100 calls to be stacked up over the standard 20 queues. The maximum number of calls that can be queued in a Premium call center is 525 queues. Status and Statistics (Reporting) Reporting is done via the Supervisors Desktop client and provides various reports based on either agent level information or queue level information. Stranded Calls - Night Service A queue is configured with a time schedule (Night Service) that identifies business hours for that queue, and which transfers incoming calls received outside of business hours to an alternate queue. Incoming calls received outside of business hours are processed accordingly, but calls already queued at the onset of Night Service remain queued and are processed by the agents staffing the queue. Business hours are over, so agents begin leaving their position and setting their agent state to sign-out (or alternatively unjoining from the queue). Once the last agent staffing the queue signs out (or unjoins from the queue), the remaining calls from the queue are provided with stranded call handling. In this case, the queue is configured to handle the call according to the Night Service configuration, and the call is transferred to the alternate queue. Stranded Calls - Ringing A queue is configured to handle stranded calls by simply providing ringback tone. Once the last agent staffing the queue signs out (or unjoins from the queue), the remaining calls from the queue are provided with ringback tone. The ringback tone is provided in a loop until the caller hangs up. An incoming call is received when the queue is not staffed. The incoming call is answered, but it is immediately provided with the ringback tone over the established media path. In this case, the ringback tone is provided CALL 888.MY.SPHERE ( )

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