CCC

Scaling from 5 to 75 agents, the Compact Contact Center (CCC) is a pre-packaged suite of four modules which runs as a client/server application on a Windows NT4 or 2000 Professional platform.

It is designed to provide a tightly intergrated real time and historic reporting package and wallboard support for IP Office. The product consists of a set of fully integrated modules sharing a common database with IP Office.

Two types of wallboards are available - traditional mounted units and PC based wallboards on the agents PC desktop. Both types of wallboards are managed from Wallboard Manager.

Wallboard Manager is a PC based application utilizing a standard PC running windows NT4/2000. Additional wallboard clients may be added and distributed across the LAB allowing additional supervisors access to create and schedule wallboard messages.

Call Center View

Call Center View provides the customer with the combination of real time service monitoring and resource management, allowing a supervisor to balance and manage their resources at maximum effectiveness.

Alarms may be set on up to 16 parameters per device, ensuring that a supervisor will automatically be informed should an exception occur.

The Phone Manager application offers control of the telephone terminal from the users' PC.

Phone Manager is available in three versions;

• Phone Manager Lite,
• Phone Manager Pro
• Phone Manager PC Softphone (VoIP mode).

For Phone Manager Lite and Phone Manager Pro, this is similar to the PC-based IP Soft-phone except that the conversation actually takes place via a standard telephone terminal rather than the PC's soundcard. The Phone Manager PC Softphone adds PC-based telephony via a sound card or USB headset/handset to the product.

The Report Manager provides forty eight standard reports for measuring both overall contact center, call handling, individual / team performance to enable improved human resource management.

These standard report templates may be parameterized by the user ( in terms of date, range, group, shift, etc) to create their own 'management ready' reports.

These reports can be scheduled to run at a specified date and time, or repeated at defined intervals. Optionally Report Designer may be added to allow ther user to create their own, or modify and change standard reports, providing total flexibility in the presentation of traffic and agent information.

VoiceMail Lite is the standard voice mail application, handling up to four simultaneous calls, depending on the Avaya IP Office platform used.

Service options include automatic answer for unavailable employees, personalized greetings for customer assurance, and the ability to conveniently copy and forward messages with attachments to others or groups.

VoiceMail Pro enhances the Lite version by supporting up to 30 simultaneous calls depending on the Avaya IP Office platform used and offers an easy to use graphical user interface.

In addition it provides an Advanced Call Flow to create, for example, an auto attendant that simplifies service for your customers and improves their satisfaction through standard and customized automated services.

Integrated Messaging Pro is an optional application for VoiceMail Pro that gives you a single point of management for e-mail and voice mail messages.

It integrates with a Microsoft® Exchange® Server e-mail system to give you easy and convenient access to your messages. Personal Numbering is an integral part of the VoiceMail Pro application, designed to control your accessibility to callers at all times. When away from your office, you can access the voice mail server to turn your voice mail on or off, set email forwarding to a given address or edit your call forwarding and Follow Me numbers to route new incoming calls, and more, so you never miss another important call.