This part will give you a overview of the SeC Suite, its clients and major features.
To utilize your resources in the best way by making it possible for agents to act as receptionists /attendants / operators as well as using the advanced IVR (script manager) functionallity for self service from Solidus eCare are two major advatages with the new Solidus eCare and NOW operator consol integration. Another is the routing from Solidus eCare with the new functionality reversed queuing where calls Calls arriving to designated Operator Service Groups are routed to Desktop Manager agents, but then can be transferred to the destination while receiving special handling as Operator calls, such as recalling to the Desktop Manager agent in case of no answer or a busy destination. Desktop Manager agents can use NOW to handle calls as operators with full access to the CMG directory. Since the calls in the operator service group are routed through Solidus eCare statistics, real time information and reporting is done with Solidus eCare report manager.
CMG NOW has a Solidus eCare™ Desktop Manager plug-in When configuring an Operator Services Group in Solidus eCare™ a screen pop of the CMG NOW operator consol is launched and all call management rules apply (skills, skill choices, overflow, queu message, etc.). Agent Dispatch can be used to pick calls in queu Personal greeting message can be used Attendant with CMG NOW as part of the Contact Center Agent / Operator /Attendant function Start (screen pop) NOW the client when a call the call arrives in operator/attendnat service group. All call control are handled by the client NOW. Personal greeting message can be used. Telephone operator's handle calls monitored Feedback on no answer Feed-back on busy Feedback at the wrong numbers or no resources available Reason for the feedback presented in the client NOW
The administrator configures the queues to be used as ”receptionist” / attendnat / Operator Group in Solidus eCare Different time thresholds for feedback on no answer and busy can be configured
Incoming calls to operator/attendant Service group starts the NOW client and call information is presented to the attendant
The agent / operator answers and looking at CMG directory and transfer the call to extension 1205
Feedback on no answer after configurable time. Reason is presented to the operator.
Call Handling A call arrives to a Desktop Manager agent from the operator service group. The Desktop Manager displays the call information and the call is also displayed on the NOW console. The DM agent answers the call either by using NOW or DM. To facilitate the operator transfer a PBX Adapter is written to indicate NOW and Desktop Manager. This provides a communication link between NOW and DM so that actions taken on NOW will be reflected in DM: Call Presentation Answer Call Hangup Call Transfer Call Directory Search Recall When a call transferred from an Operator Service Group recalls, the call will be handled as a Service Group call. The call information includes originally dialed number as well as the reason for the recall, for example No Answer, Busy or Invalid Number. The recall information will be displayed in both NOW and Desktop Manager. Note: For external numbers or numbers that cannot be monitored there will be no recall if the call fails to be answered. When a DM agent is busy, the preference is to recall the DM agent that transferred the call. If the agent is Busy or Not Ready the recall returns the to the queue for the service group and attempts to select another agent. If the call is requeued, normal queue handling applies, including queue messages and owerflow handling. Operator Transfer When a call arrives and the caller whishes to be transferred to another extension the following alternatives are available: DM agent enters the number to be transferred to. - OR - DM agent uses NOW to perform a directory lookup and selects the name to be transferred to. DM agent presses Enter or Transfer to transfer the call to the destination party. The call is removed from the DM agent and the DM agent enters Clerical state, if configured for the service group. To perform a regular consultation call and transfer, the NOW console must first park the call and then initiate a new call. After initiating the consultation call, the held call may be transferred via the Transfer operation in the NOW console. CDR Events Call Detail Reporting events will display Operator Call Handling. When the call is diverted to the destination device, the CDR event will indicate Transferred from the Service Group. If the call recalls the Enter Service Group CDR event will indicate the reason for the call. Intrusion* This functionality is planned for SeC 7.0 SP2
Customer calling into his banks contanct center asking to be transfered to his branch office. The first attempt to transfer the call is a failiour since the person is not availible and the calll is routed back to the agent with reason for no response. The agent looks in the CMG directory and finds another person that can handle the call at the branch office and the agent transfers the call successfully.
In Solidus eCare you buy either the packages from Solidus eCare Lite or the packages from SeC Multimedia plus. Furthermore a DDE/COM license per user and additional call control licenses must be installed in order to have the integration between NOW and Solidus eCare. From CMG you need minimum the standard package for CMG 7.5.
