Why you need the Crystal Clear Call Center Monitoring. It is so simple that any one can use it. Have all the most used features in call center need Incoming & Outgoing calls. ACD, Agent can Logon to multiple queues. VIP callers can bypass the queue User can upload and set, Music on hold or Commercial messages. Build in call recording system, Consecutive recording or by demand. Retrieve your recording by: date; hour; agent ID; Caller ID. Real time display of queues and active agents. Full details reports; queues and agents activity; daily, weekly, monthly. Reports can by export to Excel or CSV format. See Full call record: Date and time queue name, Call source, Call termination status, Hold time until answered, Call duration, Link to call recording. Find out your agents efficiency. Agent toolbar enable login logout display the number of calls waiting in queue. CTI integrated in any CRM system

1. IP Telephony at Your Fingertips CrystalCLEAR™ CrystalCallCenter™ www.tikalnetworks.com Tel: 03-9279100

4. הקלטות שיחות אינטגרטיבית PSTN Build in call recording system. Consecutive recording or by demand. Retrieve your recording by: date; hour; agent ID; Caller ID.

5. Agent Real time status Remote agent login, logout, pause, mission by manager.

6. Real time display of: Queues and active agents Waiting Calls Active calls; waiting time; call direction (In or Out); waiting time; caller ID; handle by agent Agent list and agent status

7. Management interface Queue Management Queue Group Management agent can be registered in number of Queues . Agent setup and ascription to a queue User management and permits

8. Management interface for ACD & Queue properties Agent ascription to queue Queue setup: music on hold, max waiting time; queue priority; caller place in queue announcement, IVR…

9. Call Center Reports view by date and time Queues reports Agents reports Out going incoming abandoned calls Display by selected agent

10. Incoming call reports Total number of calls Answered calls Call duration Total waiting time Abandoned Calls Incoming call graph

11. Agents reports Agent activity reports Number of login and login duration. Total calls and call duration. Number of missions and duration. Agent Efficiency . Selecting efficiency calculation Calls + Mission / Logged Calls + Mission / Logged - Pause Calls / Logged; Calls / Logged - Pause All of the reports can be exported to Excel or CSV

12. List of calls Full call record. Date and time queue ID. Call source. Call termination status. Hold time until answered. Call duration. Link to Call recording

13. Custom reports Find by caller ID Incoming/Outgoing/Both Calls Call termination status Call duration Queues Agents Date

14. Billboard display

15. Agent tool bar Login Logout Agent status. Number of waiting calls in queue

16. IP Telephony at Your Fingertips CrystalCLEAR™ CrystalCallCenter™ www.tikalnetworks.com Tel: 03-9279100