Victory Communications PBX Call Center
VictoryC.com | 866.443.7788
BroadCloudPBX
Call Center: Queue Greeting and Announcement Options
Entrance Greetings
Entrance Message § Audio
Music on Hold
Comfort Messages
Option – Always play entrance message § Message plays even if agents are available
Comfort Media
Option - Play estimated Queue wait time or location in queue
§ Periodic message played when in queue
Alternate Comfort Message § Triggered when expected wait time is short
Service Announcements
Optional announcement played to caller based on call routing triggers § Forced Forwarding § Night Service § Holiday Service § Overflow routing § Stranded call routing
Media Files • Supports loading audio files for all announcements/greetings • Up to 4 media files can be chained together to create message/greeting • All announcements and music on hold must be formatted as CCIT u-Law 8.000kHz, 8 bit Mono .WAV
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BroadCloudPBX
Call Center: Call Distribution and Routing Policies
Call Distribution Policies
Agent Selection Algorithms § § § § §
In pre-defined order Circular Uniform Distribution Simultaneous Weighted
Call Selection
Call Routing Policies
§ Routing options when a selected agent doesn’t answer a call, becomes unavailable during routing, or is on hold for a set amount of time.
§ Time - Based on time call has spent in queue
§ Longest waiting call
Agent/Supervisor Log-In § ‘Join’ via web client.
Stranded Call Routing § Ability to redirect calls in queue when no agents are signed in
§ Set ACD State (Sign-in/out, Available, Unavailable, Wrap-Up) from client.
Stranded-Unavailable § Ability to redirect calls in queue when all agents are unavailable
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Night Service § Assign time schedule to Call Center, with automatic afterhours routing behavior
Holiday Service § Assign calendar schedule to Call Center
Overflow Call Routing § Size – Based on number of calls already in queue
§ Highest priority queue
Bounced Call Routing
Alternate Routing Policies
Forced Forwarding § On-demand re-routing of calls to alternate location, enabled via Admin portal, Supervisor client, or FAC
BroadCloudPBX
Call Center – Agent Client
Agent Tools
Set Outgoing ACD
Adhoc dialing
Dial pad
Call History and Redial
On-line Directories (with Click to Dial)
Call Escalation § Normal escalation to Supervisor – consultative transfer § Emergency escalation to Supervisor – blind conference § View line state of Supervisors
‘One-click’ Call Transfer
Multi-party Conferencing § View each participant ‘leg’ – mute, remove participants
Disposition Codes
Unavailable Codes
Online directories with Click-todial § Click to call / transfer
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Controls for Call in Progress
One Click Escalation
BroadCloudPBX
Call Center – Supervisor Client
Supervisor Tools
Silent Monitoring
View Agent Details
View Agent Line and ACD State
Queued Call Management
Launch Dashboard and Reports
§ Monitor active call § Monitor next call to agent or queue § Barge in on active call
Real time Agent Management § View Agent status – line state and ACD state § View Agent’s queue ‘join’ status § Change Agent ACD states (client) § Retrieve alerting calls from agent
Real Time Queue Management § View queued calls – retrieve, transfer, promote calls § Enable ‘alternate routing’ – Night Service, Forced Forwarding
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Historical Reports
Manage Agents: Silent Monitor calls, change ACD State, Transfer calls, Answer incoming calls, view Queue ‘Join’ status
Promote, retrieve, or transfer individual queued calls
BroadCloudPBX
Call Center - Supervisor Functions
View Agent Activity Call control options for monitored Agent
Silent Monitoring
Options for monitored call in progress
Barge-In
Retrieve a call from the queue
Monitor & Manage Queue 6
BroadCloudPBX
Understanding Agent Phone/Call Center/Availabilty States
User ACD Join Status
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User ACD State
Phone Status of User
User’s Call Waiting Setting
ACD Call
Direct Call
Not Joined
N/A
Off Hook
Off
Not Offered
Not Offered
Joined
Sign In
N/A
N/A
Not Offered
Offered
Joined
Available
On Hook
N/A
Offered
Offered
Joined
Available
Off Hook
Off
Not Offered
Not Offered
Joined
Available
Off Hook
On
Not Offered
Offered
Joined
Available
Off Hook
On
Not Offered
Offered
Joined
Unavailable
Off Hook
Off
Not Offered
Not Offered
Joined
Unavailable
On Hook
N/A
Not Offered
Offered
Joined
Wrap-Up
On Hook
N/A
Not Offered
Offered
Joined
Wrap-Up
Off Hook
Off
Not Offered
Not Offered
Joined
Wrap-Up
Off Hook
On
Not Offered
Offered
Joined
Sign Out
On Hook
N/A
Not Offered
Offered
Not Joined
N/A
Off Hook
On
Not Offered
Offered
BroadCloudPBX
Call Center – Reporting Support for historical and real time reports reports from Supervisor Client Reports can be scheduled for automatic run and delivery via email Report
Supv Client
Report
Supv Client
Abandoned Call Report
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Agent Unavailability Report
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Agent Activity Detail Report
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Call Center Call Detail Report
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Agent Activity Report
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Call Center Incoming Calls Report
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Agent Call Detail Report
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Call Center Overflow Matrix Report
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Agent Call Report
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Call Center Presented Calls Report
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Agent Duration Report
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Call Center Report
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Agent Sign In Sign Out Report
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Call Center Summary Report
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Agent Summary Report
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Service Level Report
ü
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BroadCloudPBX
Call Center – Reporting (Supervisor Client)
Select Report type from drop down list Sample view of report results
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BroadCloudPBX
Call Center – Reporting (Supervisor Client)
Specify details for specific report
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BroadCloudPBX
Call Center – Dashboard (Supervisor Client) Real-time view of Call Center statistics # of Calls in Queue, Averages and Agents staffed Agent details of memberships, current state and performance averages
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BroadCloudPBX
Call Center – Administrative Dashboard - Profile
Administrative Portal
In My Site, under Site Services tab
Real Time Control of Call Center § Basic Profile § Call Distribution
Use Caller ID Label for calling name display
§ Call Routing § Alternate Routing § Greetings § Agent / Supervisor Assignment § DNIS Assignment
Configure Distinctive Ring Settings
§ Reporting
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Interface design consistent with existing Call Queue design, with added functionality
Configure Agent ring order
BroadCloudPBX
Call Center – Administrative Dashboard - Profile
Administrative Portal
In My Site, under Site Services tab
Real Time Control of Call Center § Basic Profile § Call Distribution
Configure Queue settings
§ Call Routing § Alternate Routing § Greetings § Agent / Supervisor Assignment
Configure Agent Settings
§ DNIS Assignment § Reporting
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Interface design consistent with existing Call Queue design, with added functionality
Configure Bounce Call treatment
BroadCloudPBX
Call Center – Assigning Agents and Supervisors
Track usage of client licenses
Select the Site for users to assign to the call center
Drag and Drop from Available to Assigned
Assign Agent or Supervisor Client by checking box
  Assign Agent and Supervisor licenses, then add to Call Center 14
Select Agents for Supervisor to Monitor
BroadCloudPBX
Call Center – Configuring DNIS List & Settings
Configure DNIS and assign priorities
Configure DNIS display to Agents
Configure the Call Center’s Priority treatment
View and Manage DNIS list
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BroadCloudPBX
Call Center –DNIS Configuration Details
DNIS Settings Allows the Caller ID Name and Number Allows agent to know which DNIS of the DNIS to be presented to agents queue the call is coming from and how instead of calling party to answer the call
Priority Settings Automatically promote calls in queue to a higher priority if they are waiting a certain amount of time
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Ensures callers to lower priority queue get handled
BroadCloudPBX
Call Center – Configuring DNIS List & Settings
Enter Name, Select Phone number, enter extension (optional) and set priority for this DNIS Can enter a custom Caller ID number. If not entered, the Call Center phone number is used Useful for Outbound Call Centers to have a number other than their call center number. Can enter a custom Caller ID first/last name. If not activated and filled in the Call Center Caller ID Label is used. Again useful for Outbound Call Centers to display company or generic name. Allows agents to make outgoing calls with Call Center caller ID name and number. If not enabled, the agents own caller ID information is sent on outbound calls.
Enable and create custom announcements for DNIS queues 17
BroadCloudPBX
Call Center – Managing Routing Options - Overflow Overflow calls are incoming calls when the queue is full or when a call has waited in queue for a set amount of time Routing options are busy treatment, transfer or play ringing Define wait time in seconds to determine overflow call Option to play or not play announcement before overflow routing treatment
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Manage call routing in an overflow condition
Define Custom Announcements
BroadCloudPBX
Call Center – Managing Routing Options   Stranded Calls are calls to a queue in which all agents are in a signed out state
Manage call routing in an Stranded condition
Define Custom Announcements
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BroadCloudPBX
Call Center – Managing Routing Options Stranded-Unavailable calls are calls to a queue in which all agents are in an unavailable state
Manage call routing in an Stranded – Unavailable condition
Define Custom Announcements
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BroadCloudPBX
Call Center – Managing Routing Options   Comfort Bypass is an alternate comfort message intended for low call volumes when calls will be answered quickly. It is played only once.
If enabled must enter the wait time threshold when this message will be played.
Sets number of rings after which message will be played. If not enabled, it will play immediately after the entrance message.
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BroadCloudPBX
Call Center – Managing Routing Options Forced Forwarding sends all calls to the call center number to another number. Useful for emergency disaster recovery situations.
Check box to enable and enter phone number to forward to.
Enables a supervisor to activate or deactivate forced forwarding through feature access codes. *51 – Activate *52 - Deactivate
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BroadCloudPBX
Call Center – Managing Routing Options   Holiday Service enables a defined routing treatment for days defined in the site Holiday schedule
Routing options: - Busy Treatment - Forward to number One Holiday schedule will be available to choose called AutoAttendantHoliday
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BroadCloudPBX
Call Center – Managing Routing Options Night Service enables routing treatment for hours not defined in the normal business day schedule
Routing options: - Busy Treatment - Forward to number
Night service can be forced at anytime here or in the Supervisor Client or through Supervisor entry of FACs *53 – activate *54 - deactivate
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BroadCloudPBX
Call Center – Configuring Announcements Enable/configure type of call wait messages
Upload up to four distinct announcements per condition
Manage Announcements by call conditions
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BroadCloudPBX
Call Center – Configuring Announcements
Call Whisper is new for Call Center Provides announcement to Agent when a Call Center call is answered
Hold settings control Music on Hold for the Call Center
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BroadCloudPBX
Call Center – Configuring Disposition Codes   Disposition Codes provide a tool for agents to enter a reportable status of call dispositions View and Activate Default codes
Enable/Disable Codes and use of Default codes
Manage by type of agent codes
Create and activate custom codes
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BroadCloudPBX
Call Center – Configuring Unavailable Codes   Unavailable Codes provide a tool to track the time and reasons of agents when they are in an Unavailable status View and Activate Default codes
Enable/Disable Codes and use of Default codes
Create and activate custom codes 28
BroadCloudPBX
Call Center – Reporting (My Site) • Support for two day queue statistics from My Site
Set time frame for call report up to 48 hours
See real time Calls in Queue
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BroadCloud PBX Call Center Stats
Queue Statistics over time period entered
Agent Statistics over time period entered
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BroadCloud PBX – Call Center Training
Please contact Victory Communications to learn more about implementing BroadCloud PBX 866.443.7788
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