Datasheet

Agent Assistant
>2 ALCATEL
Call Distribution
The principle of call distribution is to
dispatch calls to available agents.
There can be up to 32 agents belonging
to one or more groups. They can use
all types of terminals including DECT
extensions for mobile agents. Up to
8 groups can be defined.
Incoming calls are automatically
distributed to services (groups)
according to called numbers (DNIS)
and/or calling numbers (ANI). Calls can
also be distributed by the Automated
Attendant.
In each group, calls are distributed
to the agents using 3 methods:
• longest idle time,
• fixed priority,
• rotating priority.
Opening and closing of each group is
either determined by time periods
defined by the administrator or can be
specified using the Supervisor Console.
Queue
Each group has a welcome prompt
which is played to the caller. If all
the agents of the group are busy, the call
is placed in the queue in chronological
order (one queue per group). Dedicated
messages are played to the caller
depending on the situation (waiting
in queue, dissuasion, service closed).
The queue size (number of calls in the
queue) is dynamic and based on the
number of active agents. However the
caller can leave the queue at any time.
Different priorities can be assigned to
the groups and calls can overflow from
one group to another if the waiting time
is excessive.
Agent Assistant
The agent application enhances agent
activity by providing session control,
personal statistics and screen pop-ups.
The agent can focus on customer
satisfaction in order to reinforce the
call’s effectiveness.
Dedicated ACD features enable agents
to control their session (log-on/log-off,
wrap-up, pause) and to open / close
groups. The agent has access to
information such as called and calling
number, group reached and the call’s
waiting time in the queue. In addition,
this application provides call
classification and free-seating features.
To optimize call flow, the agent can
visualize the number of waiting calls in
the groups he is controlling, his activity
rate, the classification status of the calls
handled. He can also consult his call log.
INTEGRATED CALL CENTER SOLUTION
Alcatel OmniTouch Call Center Office
Agent status
Skills management
Waiting time in queue
and conversation duration
Qualification of a call
Personal
activity rate
Called
ACD group
Agent’s groups statistics
Personal qualification statistics
Calling and
called numbers