Getting Started Guide

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greeting. ANI domain reports are also enabled in the Historic Reports
package.
 EPICAgent ACD window – This function will enable the agent to open the
window showing the calls in queue. Moreover, it will enable the agent to pick
up calls from the queue by double clicking on the one he would like to
answer.
 Wait time announcer – The system can announce the caller the expected
wait time before being answered.
 Callback and Abandoned Callback - Callers can be given an option to
request a scheduled callback, essentially leaving a virtual call in queue to be
returned as soon as an agent is available or at a specific time. When a
customer requests a callback, the system automatically schedules the call
based on the callers requirements. In addition, if the caller’s phone number
is captured, abandon calls can be scheduled for callback when an
appropriately skilled agent becomes available. Information about the type of
call can be published to the Agent Toolbar, when the agent is selected, so
that the agent is prepared to appropriately greet the customer.
 The “Get Digits” action - The Get Digits action allows administrators to
configure call flows that capture customer entered information and add it to
the Call Profile that is associated with each call. The Call Profile is an
extensible set of variables associated with each call. Standard variables
include ANI, DNIS, service and group required, etc. New variables such as
customer ID, order number, etc. can be configured and added to the call
profile, and the appropriate information gathered from the customer using
DTMF entries in a call script. This information can then be forwarded to the
Agent Toolbar, so that agents can proactively look up the customer’s record
based on customer ID, order number or any information you collect!
 The Graphical Contact Control Script (GCCS) - GCCS provides an intuitive,
graphical script editor that you can use to quickly build and implement scripts
that augment call routing features. The following features of GCCS are now
available in Contact Center:
Play file--Enables a recorded voice file
to be played to the caller.
Login script--Allows for both actions,
Release and Resume, in addition to
showing your current status.
Announce place in queue—
Announces the caller’s position in the
queue.
Announce Wait time – Announce the
expected wait time before being
answered.
Logout script--Log out from primary
groups. In most environments, the
system identifies the agent
automatically based on the caller
ID information. If not, this action should
be part of a script that uses the Get
Digits action to collect the agent ID,
and then uses the Logout Primary
action. This allows agents to work
without a PC.
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