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READY FOR INTEGRATION AND
AUTOMATION
2Ring AGENT DESKTOP 2.9.8
» Founded in 2001
› EMEAR headquarters in Slovakia, EU
› North American headquarters in Sacramento, CA
» Offering solution...
Contact Center Applications / Services
Unified Communications Applications
2Ring ..
Product Portfolio
2Ring AGENT DESKTOP ..
UCCE
MS SQL
3rd
party
Message
Sender
2Ring AGENT DESKTOP ..
Control Panel
» Hide Buttons that Agents Do Not Need
» Custom Statistics
› Any data from any MS SQL...
2Ring AGENT DESKTOP ..
Message Sender
» Integrated Communication Tool in 2Ring AgD
› Message pops-up and blinks upon arriv...
2Ring AGENT DESKTOP ..
Message Sender
2Ring AGENT DESKTOP ..
DB Info
» SQL Query Action
› to store information about an agent’s steps
› to retrieve information ...
2Ring AGENT DESKTOP ..
Buttons
» Custom buttons that trigger specific action
› Unlimited number of buttons organized in ro...
2Ring AGENT DESKTOP ..
Integrated Web Browser
» A key integration tool
› Displays UI of 3rd party web based systems
» Supp...
2Ring AGENT DESKTOP ..
Flexibility
» Event-Rules-Action model
› Specific Event occurs (such as new call arrives)
› A set o...
2Ring AGENT DESKTOP ..
Triggering Events
Triggering
Events
Arrival of a
New Call
Initiation of a
New Call
Change in the
Ca...
2Ring AGENT DESKTOP ..
Triggered Events
Triggered
Actions
Parametric
Browser
Navigation
TAB’s
Activation
SQL Query
Populat...
2Ring AGENT DESKTOP ..
Supervisor
» Agents sorting based on multiple properties (state, time in
state, reason code, team)
...
2Ring AGENT DESKTOP ..
Supervisor
2Ring AGENT DESKTOP ..
Statistics
» Displays any standard or non-standard statistical data using
structural table views
› ...
2Ring AGENT DESKTOP ..
» Licensing Model
› Agent license packages
› 1,5,10,20,50,100
› Small volume discount implemented
»...
ADDRESS
PHONE
EMAIL
WWW
ADDRESS
PHONE
EMAIL
WWW
Galvaniho 15/C
821 04 Bratislava
Slovak Republic
+421 (2) 5822 4550
info@2...
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2Ring AGENT DESKTOP (CTI-OS Toolkit) for Cisco UCCE and Packaged UCCE - slide deck

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This is a slide deck for 2Ring AGENT DESKTOP, an application for agents and supervisors in Cisco Contact Center Enterprise (including Packaged UCCE). It was build using CTI-OS Toolkit. So, if you are not yet ready to switch to Cisco Finesse, but you are looking for a solution that will allow you to serve customers in an efficient manner, then this is an enhanced desktop application that helps supervisors manage contact center agents efficiently, automates many repetitive tasks, and enables the integration of the contact center with CRM, ticketing, and other systems that agents use.

Request a live demo with one of our product expert at www.2Ring.com/WebEx or learn more at www.2Ring.com/AGD.

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2Ring AGENT DESKTOP (CTI-OS Toolkit) for Cisco UCCE and Packaged UCCE - slide deck

  1. 1. READY FOR INTEGRATION AND AUTOMATION 2Ring AGENT DESKTOP 2.9.8
  2. 2. » Founded in 2001 › EMEAR headquarters in Slovakia, EU › North American headquarters in Sacramento, CA » Offering solutions worldwide via Cisco Resellers › Indirect Sales Strategy » CDN Member – Cisco Preferred Solution Developer » Flexible & knowledgeable development / sales teams › We listen to your feedback / incorporate features › Deliver custom-based integrations to your environment 2Ring .. Who are we? What do we do?
  3. 3. Contact Center Applications / Services Unified Communications Applications 2Ring .. Product Portfolio
  4. 4. 2Ring AGENT DESKTOP .. UCCE MS SQL 3rd party Message Sender
  5. 5. 2Ring AGENT DESKTOP .. Control Panel » Hide Buttons that Agents Do Not Need » Custom Statistics › Any data from any MS SQL database presented in the form of multiple grid-views » Single Sign On / Free Sitting › Agents log into UCC only once › Automatic subsequent logins, regardless of PC
  6. 6. 2Ring AGENT DESKTOP .. Message Sender » Integrated Communication Tool in 2Ring AgD › Message pops-up and blinks upon arrival › Long messages scroll automatically › Message disappears after its expiration time » Allows Supervisors to › Reach multiple agents at the same time with the same instant message › Select agents by skill/team/supervisor, or 1by1 › Enjoy message history and message templates
  7. 7. 2Ring AGENT DESKTOP .. Message Sender
  8. 8. 2Ring AGENT DESKTOP .. DB Info » SQL Query Action › to store information about an agent’s steps › to retrieve information from DB & present it to agents › to interact with 3rd party systems on a DB level » Populating Data Panel Action › to present information previously retrieved from SQL database to agents › to present specific call data to agents
  9. 9. 2Ring AGENT DESKTOP .. Buttons » Custom buttons that trigger specific action › Unlimited number of buttons organized in rows » Can be configured to › Serve as bookmarks › Launch external applications (Calculator, Notepad, ...) › Log a specific event into a database › Send a signal to an external Information System » Buttons are colorable
  10. 10. 2Ring AGENT DESKTOP .. Integrated Web Browser » A key integration tool › Displays UI of 3rd party web based systems » Supports multiple colorable tabs » Browser navigation action › UCC parameters are passed as URL variables › A specific TAB is always navigated › Integrated browser › Named frame of integrated or external browser » Fully compatible with MS IE
  11. 11. 2Ring AGENT DESKTOP .. Flexibility » Event-Rules-Action model › Specific Event occurs (such as new call arrives) › A set of Actions associated with the given Event is processed › Each Action has a logical statement / rule associated with it › If this rule is satisfied, the action is launched
  12. 12. 2Ring AGENT DESKTOP .. Triggering Events Triggering Events Arrival of a New Call Initiation of a New Call Change in the Call’s State Change in Call’s Data Call’s End Change in Agent’s State Click To Action Pressing a Custom Button Application’s Start & End
  13. 13. 2Ring AGENT DESKTOP .. Triggered Events Triggered Actions Parametric Browser Navigation TAB’s Activation SQL Query Populating Data Panel Information Dialog Launch of an External Application Agent State Transition Background HTTP GET/POST Show Pictogram Invoke JavaScript Custom Plug-In Action
  14. 14. 2Ring AGENT DESKTOP .. Supervisor » Agents sorting based on multiple properties (state, time in state, reason code, team) » Filtering out inactive agents » Coloring agents according to their state (ready, not-ready, talking, wrap-up) and the time spent in that state » Full screen mode » Configurable refresh ratio (by administrator)
  15. 15. 2Ring AGENT DESKTOP .. Supervisor
  16. 16. 2Ring AGENT DESKTOP .. Statistics » Displays any standard or non-standard statistical data using structural table views › Tool’s UI corresponds with the original Cisco CTI OS Statistics, but configuration isn’t › It is possible to configure number of views as well as their data sources
  17. 17. 2Ring AGENT DESKTOP .. » Licensing Model › Agent license packages › 1,5,10,20,50,100 › Small volume discount implemented » Included › 2Ring SCRIPTS & FORMS
  18. 18. ADDRESS PHONE EMAIL WWW ADDRESS PHONE EMAIL WWW Galvaniho 15/C 821 04 Bratislava Slovak Republic +421 (2) 5822 4550 info@2Ring.com www.2Ring.com 2Ring .. North America HQ2Ring .. EMEAR OFFICE MOBILE EMAIL Tom McCain Director of North American Sales +1 (916) 426-3790 +1 (480) 255-7500 tmccain@2Ring.com 2Ring .. Questions OFFICE MOBILE EMAIL Michal Grebáč Strategic Sales & Marketing Director +1 (916) 282-9514 +1 (916) 514-3355 mgrebac@2Ring.com 2Ring .. Connect with Us 8880 Cal Center Drive Suite 400, Sacramento, CA 95826, USA (916) 426-3790 info-na@2Ring.com www.2Ring.com

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