DISTRI-Q. control. Visual call. control. control. product overview release 3.0. Visual call. Visual call

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1 DISTRI-Q CALL CONTROL APPLICATION FOR GENESYS SOLUTIONS Visual Visual call control call control Visual call Visual call control control product overview release 3.0

2 ADVANCED CONTACT CENTER SOLUTIONS CUSTOMER SATISFACTION SOFTWARE DEVELOPMENT Visual call control Introduction Distri-Q was created as a concept application in 2007, and evolved into a very complete solution for emergency services, dispatching centers and reception desks. The application is an end user voice tool built on top of Genesys software. The complex telephony environment of emergency services, reception desks and dispatching centres calls for a solution that allows the user to handle relatively high call volumes without losing control. Imagine a tool that tailors itself to your complex environment: Shows you who s available and who s not, organizes your calls on the screen and lets you transfer them by a simple drag and drop. You know who s calling, why they re calling, even before you answer the call. You can manage multiple calls on the screen with just mouse clicks, select the calls from queues as required and prioritize them. Quick dial buttons and an easy-to-use phone book give you access to contact information without delay. DDM Consulting has answered this wish list, and lots more, by developing Distri-Q. It s not just a CTI toolbar: the application s main purpose is to give users full visibility and control over all calls. And the best part is: it s intuitive and easy to use. DDM Consulting has always considered the customer s needs to be the driving force for the functional evolution of Distri-Q. As a result, Distri-Q is an application with very rich functionality,while at the same time remaining a user friendly application. From the medical vocabulary, DDM Consulting adopted the idea of a Waiting Room as the key element for organizing calls. A waiting room is a representation of calls waiting to be handled, or waiting to be transferred to a service or an agent. Users can simply double click or drag and drop to move calls between waiting rooms, or move a call from a waiting room to their phone (CTI toolbar) or vice versa. This product folder gives you an overview of the enhanced functions and possibilities of the Distri-Q application. 02

3 Main Window Here is an example configuration, showing you some key elements of the application like waiting rooms, CTI toolbar and wallboards, and the auxiliary geolocation function. Distri-Q allows you to customize the application s appearance and behavior to your own needs. You can do this by using the centralized configuration (main configuration, behaviour, available functionality and data), the local configuration (colours, sounds, skin) and the docking manager (positioning of application parts within the main application window or freely placed on the desktop). Waiting Rooms The waiting room is the representation of calls waiting to be handled. Each call can be presented with call data, colour and icon to give the user as much information as needed. General waiting room: calls waiting before they are first answered by a user, like in the example Incoming calls. A general waiting room is actually a collection of incoming service numbers (dial in numbers for the customer, or internal service numbers). Functional waiting room: calls that were already answered by a dispatcher or reception desk employee, and are waiting to be transferred to a specialized function. Personal waiting room: calls that are waiting to be handled by a specific user. The calls might have been transferred to this waiting room by the user to be able to take another (maybe more urgent) call. The number of waiting rooms is unlimited. Functional and Personal waiting rooms can be defined with up to 3 priorities (low, medium, high) to indicate the urgency of a call. 03

4 ADVANCED CONTACT CENTER SOLUTIONS CUSTOMER SATISFACTION SOFTWARE DEVELOPMENT Wallboards Wallboards are iconized representations of waiting rooms. For general and functional waiting rooms, the wallboard simply presents the name and number of calls in it. For a personal waiting room (position, role, function), it gives more information: The name of the logged in user The status of the user and the waiting room (e.g. not ready, in call conversation, etc ) CTI toolbar and displayer Distri-Q contains an easy to use and complete voice CTI toolbar, which allows you to easily perform all common telephony operations. The toolbar is actually integrated within a CTI displayer zone of the application, showing you all relevant information about the call you are handling. GEO Location You can position the caller using the geographical data which is available on the call by using the Google maps integration. This requires internet access from the agents workstation. Accessing Google maps is subject to legal restrictions and terms of use. 04

5 Supervised Calls Single overview of all calls the user puts in any waiting room, avoiding unnecessary browsing through waiting rooms to locate a call. Supervised Waitingrooms One or more waiting rooms for which you want to see the details (calls). Chat Agents can chat in either a private conversation between 2 agents, or in a waiting room chat available to all agents with access to that waiting room. Phonebook This contacts phone book has advanced filter and search capabilities, you can store up to 3 phone numbers per contact. You can drop a call on a phone number to (blind) transfer a call. Supervisors can easily add or edit contacts in this phonebook. The phonebook can be synchronized with external databases or LDAP database. 05

6 ADVANCED CONTACT CENTER SOLUTIONS CUSTOMER SATISFACTION SOFTWARE DEVELOPMENT Quick Dial Pages Add quickdial pages with buttons to the application to dial phone numbers the easy way. Drop a call on one of the buttons on these pages to (blind) transfer a call to the corresponding phone number. In addition, you can configure a page with application buttons, to open a specific web page, send an or start an application. Agent List & Current Calls List The agent list is a complete list of all logged in agents with their status (similar to the wallboards). The current calls list is an overview of all agents on call, with the call duration. Supervisor Broadcast Supervisors can send a message to all agents to inform them about special events, like call volume prediction for the time coming, work conditions or simply announce somebody s birthday. Blacklist If you want to block someone from calling the service, you can (temporarily) add the caller s phone number to a blacklist. And use Genesys routing to divert any subsequent calls from this number to a voice message, another department or simply hang up the call. 06

7 Call History This list shows you the last 10 dialed, received or missed phone calls that arrived on your phone. Clicking an item in this list dials this number. Call Tracking (CDR) The additional CDR Writer module feeds a list of all calls within the contact center, with extensive information: agents involved, timestamps, call durations, user data. Clicking a call in the list will subsequently give you all details on the different steps in the call progress of that call. Work items and call follow-up This powerful module gives you the possibility to create and push work items to users: outbound (campaign-like) calls, follow-up calls, callback of abandoned calls, handle callback requests from callers. When inbound traffic is low, available users will automatically be presented these work items. The user can select a call result and reschedule the call if necessary. Send Action If you want a colleague to do something immediately, you can send a specific request (like sending an ambulance, closing a medical file, calling an emergency service, ). The colleague will receive the request immediately as a pop-up window. 07

8 ADVANCED CONTACT CENTER SOLUTIONS CUSTOMER SATISFACTION SOFTWARE DEVELOPMENT Application Configuration and the usage of a docking manager All sites have different requirements for the usage, behavior and the look and feel of the application. DDM Consulting answers this call and has made the application highly configurable: colours, sounds, wallboards, waiting rooms, displayed data are all configurable to the needs of the customer. Next to that, users have one or more profiles to control access to some elements of the application. Users can also organize the application on their desktop using the extended docking manager, and close or (re)open some windows when required. Quick Supervisor Dial Agent PagesControl Sometimes users forget to log off, or go to not ready without reason. With this option, supervisors can control the agent state of logged in users. Just right-click on the agent s wallboard and choose the agents new status from the menu. Other Features Integration to other applications Distri-Q comes standard with an open interface to allow 2-way integration to your business applications. Screen pop-up, logging in, dialing a number, transferring a call to a waiting room or other destination are all possible using this interface. Take full advantage of Geneys software The Genesys software suite on which Distri-Q has been built offers extensive high quality statistics and management information. Endless call routing and distribution capabilities, and centralized administration. 08

9 Contact Architecture Below an example of the used architecture DDM Consulting Belgium Campus Blarion Turnhout Belgium Client PC with DDM Distri-Q Genesys Framework v7 or v8 Telephone: Fax: LAN DDM Consulting Netherlands Lange Dreef 11c 4131 NJ Vianen Client PC with DDM Distri-Q PCX or SIP Switch Telephone: Fax: Specifications DDM Distri-Q will run on a client PC with the following minimum specifications: Operating System = WIN-XP, WIN-Vista or WIN-7 RAM = 1 Gb or more Processor = 1 Ghz Dualcore Requires RDBMS: SQLServer 2000 or higher, Oracle 10G or higher. Runs on any regular Genesys Telecommunication Labs software environment, in combination with Alcatel-Lucent PCX of SIP Switch. No additional Genesys components are required. Legal Notice DDM, DDM Consulting and the DDM Logo are trademarks of DDM Consulting. All other trademarks are property of their respective owners. The information presented is subject to change without notice. License DDM Distri-Q requires the following licenses: DDM Consulting Distri-Q license = 1 license per active user (concurrent) 30 Day FULL OPTION Trial license is possible Additional license: Genesys AIC connector license For pricing questions please contact us at info@ddmconsulting.eu DDM Consulting assumes no responsibility for inaccuracies herein. Copyright 2012 DDM Consulting. All rights reserved. Optimizing client and agent experience, that s our goal 09