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IP Office Product Description

IP Office 4.2

Page 251

Issue 18.b.- (08 July 2008)

Compact Contact Center

IP Office Compact Contact Center is a modular contact center solution catering for all contact center sizes from

2 to 75 agents. The following modules are available as part of the CCC software application:

· Compact Call Center (CCC) Server - Base System

Provides one supervisor position with real-time information view, management by exception, and

historical reports for any aspect of the contact center. Up to 73 standard reports can viewed or printed.

Also included are reporting capabilities on 5 agents and one license for a PC Wallboard (PCWB)

application.

· Agent and Site Management (Real Time)

· Real Time Supervisor Monitoring - Call Center View

As many as 21 supervisor CCV positions can be used in CCC (please note: MSDE installations can only

be supported up to 5 supervisor positions). This provides a supervisor with the ability to monitor in

real time the service being provided to callers. There are up to 12 separate real-time graphs that can

be viewed by the supervisor. Alarms also appear in real time prompting the supervisor to

acknowledge them as they occur.

· Phone Manager Pro: Agent Enabled

Provides agents with a PC CTI application where they can log in, join groups, and go into busy status

when they are unable to accept calls for short periods so no special turrets are needed – CCC and Phone

Manager allow Agent working on any wired IP Office extension type. Phone Manager PC Softphone can

be used in agent mode as well, without the need for a physical telephone. Please refer to the

applications section for more information on Phone Manager Pro.

· Alarm Reporter

Alarm Reporter is designed to enhance the exception management used by Call Center View (CCV). The

Alarm Reporter enables the contact center supervisor to look back on the performance of the contact

center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center

supervisor.

· Historical Reporting

The Compact Contact Center archives all call center interactions (telephony or multimedia) to a central

database (MSDE or SQL). This provides the data source for a set of standard reports to the business,

and the capability to create custom reports.

· CCC Reporter

The system allows up to 20 separate Report Viewers within the contact center (for MSDE installations,

up to 5 viewers are supported). Access to the standard reports is a thin client application based on

Crystal Reports. Up to 73 standard reports are available, with the ability to create 3 more custom

reports, see custom reports section below. Reports can be exported to a variety of formats, including

Excel, CSV, HTML, and PDF.

· Report Scheduler

All historical reports created within CCC can be scheduled for individual delivery to anyone via email or

sent to multiple network printers.

· Custom Reports

All CCC reports are created through Crystal Reports. This application provides a much richer experience

for the small to mid-market customer, and creates an environment where custom reporting is more

accessible. To create more than 3 CCC custom reports requires the designer license (IPO CCC

DESIGNER RFA) AND a compatible version of Crystal Reporting software (Crystal version 9).

· Wallboards

· Fixed Wallboards

Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the

contact center to see. Supervisors can send ad-hoc messages to wallboards to broadcast important

information, or to make announcements.

· PC Wallboards

PC-based wallboards allow individual agents to see their own individual statistics, those for their

group, or for the whole contact center. Agents can customize their view so that information is

presented in the way most useful to them. In additional, supervisors can set particular messages to

appear on PC Wallboards, as a motivational or informational tool. Please refer to the CCC System

Administration manual for a complete list of variables available.

· 3rd Party Integration

· Microsoft TAPI Integration

By utilizing either the 1st party or 3rd party TAPI support on IP Office businesses can link their

contact management to their telephony (e.g. ACT! Goldmine) and increase the productivity of their

agents and the profitability of the contact center.

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