PBX Status and Extension Monitoring for KX- TDA/TDE/NCP Series. Call Center Suite for KX-TDA/TDE/NCP Series ADD-ON.

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1 Call Center Suite for KX- Lite CCSupervisor Features General Settings Customer Information Add/ Edit/ Remove/ Import/ Export Customers Delete All Customers Browse Customer Call History Sort Fields PRI23 PRI23 Agent Information Add/ Edit/ Remove/ Import Agents Export Agents Manage Voice Options Sort Fields Call Costs information Manage Call Accounting Options (Dialing Pattern, Cost, Rate Type) Charge Settings g g g yp g Taxes Add/Delete/Edit/Clear All Charges Information for each Extension Reset Billing Information Global Filtering Select/ Unselect ACD Groups to be monitored Enable/ Disable Global Filtering Options Configurable by each Supervisor user independently User Profiles Save/ Load/ Import/ Export Supervisor Settings Alarm Settings Manage Abnormal Call Threshold Manage Supervisor Extension and Mail Automated notification when CCServer is disconnected Extension Based VM Record Settings Choose the type of calls to record Agent Call Results and Break Reasons Add/Remove/Edit Call Result Codes Add/Remove/Edit Agent Break Reasons CCSupervisors allowed in System Multiple Instances Auto Login (Rememeber My User Credentials) Reset All Member Credentials Protected Access (Access Code) Reset Access Code Protected Deletion of Data from the Database User Access Rights for Handling Recorded Calls

2 Call Center Suite for KX- Lite PRI23 PRI23 Real-time Monitoring ACD Tree Monitor Browse ACD System Level Browse ACD Queue Level Browse ACD Group Level Browse Agent Level Get Agent Status by Colors (Idle, Busy, Break, Wrap-up, Logged out, Out of Get Call Status by Icons (Off Hook, Alerting, Ringback, Talking, Conference, Hold, Disconnected) Login/Logout Agent - allows you to login/logout the selected Agent Start Agent Voice Enable/ Disable Agent Chat capabilities Monitor Call Park Call Statistics Counters and Timers ACD System Active Counters Cumulative Counters Peak Counters ACD Queue Active Counters Cumulative Counters Peak Counters ACD Group Active Counters Cumulative Counters Peak Counters Active Timers Cumulative Timers Agent Active Counters Cumulative Counters Active Timers Cumulative Timers Call Active Timers Cumulative Timers Real-time details via Counters and Timers Monitoring Bar Add/Configure/Delete/Rearrange Counters Threshold Alarms (flash main window/play a wave/send an to supervisor) Monitor Counters Bar Performance Graphs Predefined Performance Graph Agents Status Agent Performance Agent Comparison Call Type Summary Add, Remove, Move Graphs

3 Call Center Suite for KX- Lite PRI23 PRI23 Custom Performance Graph Monitor multiple counters or timers for either System, Queue, single Agent or single Group Monitor single counter or timer for multiple Agents or Groups Monitor multiple counters or timers for multiple Agents or Groups Add, Remove, Move Graphs Counter Graph Monitor single counter for single Agent or Group Add, Remove, Move Graphs Threshold Alarms (flash main window/play a wave/send an to supervisor) Reports Manage Reports Create/ Filter/ Browse/ Print/ Export/ Remove Report Add Custom Report Schedule Reports (Filter, , Export, Print) Test Scheduled Reports Predefined Reports CO Call Log Report Call Group Report Agent Based CO Call Report Call Result Report Lost Calls Report Agent System Report Agent Group Report Agent Report Call Trunk Report Incoming Caller ID Report Outgoing Dialed Number Report Call Ext Report Call DID Report Call Cost Report Account Code Report Department Report Analysis Report Ext Charge Report Charge Report Intercom Ext Report Queue Performance Report Abandoned Call Report Extension Group Performance by Extension Report Presence Report

4 Call Center Suite for KX- Logs Lite PRI23 PRI23 CO Call Log CO Based Agent Based Browse/ Filter/ Print/ Export/ Remove Information Protected Remove Data from the Database Export Voice Records Protected Export Voice Records Multiple File Selection Support in Agent Based Schedule Export Play Voice Record Protected Play Voice Record Sort Fields Intercom Call Log Browse/ Filter/ Print/ Export/ Remove Information Protected Remove Data from the Database Multiple File Selection Support Play Voice Record Protected Play Voice Record Export Voice Records Protected Export Voice Records Sort Fields Agent Log Browse/ Filter/ Print/ Export/ Remove Information Protected Remove Data from the Database CCAgent Features Flexible GUI Appearance Onscreen Call Control Buttons Queue Bar Viewer Current Agents in Group Viewer General Settings Configurable Pop-up Sounds Configurable Telephony Features Configurable Server Settings Call Control Answer Selected Call Hang-up Selected Call Place Call Consult Another Party Connect Parties Transfer Call Change Status Change Status: Active/Break Add Break Reason Log in/ Log out Incoming call pop-up Automated Database Query by Caller ID Instant Pop up Window presenting Customer Details Browse Customer Call History

5 Call Center Suite for KX- Customer Infomation Browse Customer History Processing the information Other Operations Use Chat Session Request/Accord Assistance for the Call in Queue Manage Agent Counters Browse and Manage Call Log Export Call Log Auto Login Enable/Disable Agent Bar Call Monitor CCAgent Pop Up Integration Outlook Built-in Support ACT! Built-in Support GoldMine Built-in Support Custom integartion with virtually any CRM/ ERP system via ActiveX techonology Softphone Features Lite PRI23 PRI23 Designed for Panasonic KX-TDE IP-PBX series Make Call/ Answer Call/ Reject Call/Transfer Call Music on Hold Call Duration Timer Call and playback 2 phone lines Import Outlook contacts Network quality monitoring Incoming call pop-up window Audio Tuning Wizard Customizable GUI appearance and sounds Phonebook with multiple phone numbers Integration with Outlook, GoldMine and ACT! Custom 3rd-Party CRM systems integration via Microsoft ActiveX technology Call Centre Suite Extensions Integration of Pop-up Agent with virtually any CRM/ ERP Database Integration of Pop-up Agent with 1st Party TSP applications Custom IVR with Database Queries and Call Routing Management Smart priority Call Routing based on hold time, availability, skills, timeframes, preferences Play the Estimated Hold Time in Queue with OGM/DISA Custom ACD Queue Management Custom touchtone-based IVRs Custom speech recognition-based IVRs