Competella Unified Communication Suite

Transcription

1 Competella Unified Communication Suite Release

2 Release 2.5 Competella is pleased to announce the release 2.5 of the Competella Unified Communication Suite. The release is available to all customers as a part of Competella Software Assurance and is published on Competella download from The R2.0 to R2.5 is an in-place upgrade and does not require any side-by-side installation. For an upgrade from R1 to R2.5 please consult R1 to R2 documentation on the Competella download site. Competella provides mainstream support for the current release and the previous release. This means that there will be end of support for the R1 release. Please see time plan in Product Life Cycle document on Competella download. 2

3 Release 2.5 New functions and features in Release

4 Go to next group if timeout or no agent green in current group Queue: Support Europe Skilled based routing for CCE Server Setup your agent in priority groups for efficient administration of how the calls are routed to your agents. Add next Prio if no agents green or no answer Add Add Prio 1 Prio 1+2 Prio Group 1 1 Anders 1 Peter 1 Sara 2 Emma 2 Olivia 2 Frank 3 Linda 3 Bob Change Group Change Group Group 2 Group 3 1 Anders 1 Peter 1 Sara 1 Thomas 1 Anders 1 Peter 1 Sara 1 Thomas 1 Sophia 2 Emma 2 Olivia 2 Frank 2 Emma 2 Olivia 2 Frank 3 Linda 3 Bob 3 Roger 3 Anna 3 Linda 3 Bob 3 Roger 3 Anna 3 Kent 3 Eric Distribute calls to First priority: CL second priority: Longest idle 4

5 Skilled based routing profiles for CCE Server With profiles you can easily change which services and priority groups you are currently supporting. Use profile templates for easy setup and manage profiles for a group of agents. 5

6 Queue Monitor for CCE and CCW Server New version of Queue Monitor: - New layout - Flexible configuration - Mix CCE and CCW queues 6

7 Agent Access - Queue Monitor view for CCW Server Support for real time monitoring of the queues in Agent Access. Manage open/closing of queues and groups 7

8 Web Management - Queue Monitor view for CCW Server Support for real time monitoring of the queues in Web Management. 8

9 Improved agent call status for CCW Server Improved controll of call status for the agents. - Talk time can be measured in the statistics - Improved call distribution based on true talk time and longest idle - Support for wrap-up time. 9

10 Web Management - Schedule Statistics for CCE and CCW Server Automatic distribution of scheduled reports via mail 10

11 Queue and Agent status in Skype Client for CCW Server Show queue and agent status on the CCW queues in the Skype client and Multimedia Agent. 11

12 Multimedia Agent - Extended Agent Status for CCE Server Set different extended agent status in Competella Multimedia Agent Include extended agent status time in the Advanced Statistics reports 12

13 Agent Conversation log for CCE Server View last caller and transfer to View list with calls Set category for each call View conversation log in Advanced Statistics 13

14 CCE Mail Agent An incoming mail to a shared mailbox is routed to a Competella Agent. When the Agent answers the mail will popup in the Outlook client. 14

15 CCE Mail Agent Dynamics mail An incoming mail to a shared mailbox is routed to a Competella Agent. When the Agent answers the mail will popup in Dynamics. 15

16 Chat from a web page for CCW and CCE Server Instant Messaging (chat) from a public web page CCE Server and CCW Server 16

17 Chat from a web page - start Open chat from a web page The chat will be offered to an agent Different Chat queue status End user side with web client Agent side with Skype client 17

18 Chat from a web page - conversation Conversation is started Conversation is started End user side with web client Agent side with Skype client 18

19 Chat from a Skype client for CCW and CCE Server Instant Messaging (chat) from a Skype/Lync client CCE Server and CCW Server 19

20 Chat from a Skype/Lync client - start Open chat from a Skype/Lync client The chat will be offered to an agent Different Chat queue status End user side with Skype client Agent side with Skype client 20

21 Chat from a Skype Client - conversation Conversation is started Conversation is started End user side with Skype client Agent side with Skype client 21

22 Chat from a Skype Client - conversation Conversation escalated to a desktop sharing Conversation is escalated by the end user End user side with Skype client Agent side with Skype client 22

23 CCE Agent Facebook chat 23

24 XRM integration Automatic popup to an URL including customer phone number as a part the address Popup of external or embedded Web Page in Multimedia Agent Contact Center Enterprise Contact Center Workgroup 24

25 IVR Express for CCE and CCW Server Setup the IVR call flows separately and then linked the call flows to phone number/endpoints. Complete call flows can be downloaded / uploaded as files. Open and close queues with a telephony interface function Exchange Calendar lookup Improved Prompt Recorder 25

26 IVR Express Schedule Routing Use the Schedule node to control you call flow from the Outlook calendar. Benefit from all the power in Outlook to control the call flow. The flow will jump to the node name in the active Outlook appointment. 26

27 IVR Express IVR and Queue recording Enables changing of Voice Prompts using a phone 27

28 AVA Availability Voice Agent Web based configuration of AVA including AVA profiles 28

29 Web Management Recording for CCE Server Control recording automatic or from the Agent client Web based management of recordings 29

30 Directory Manager - AD import wizard Configure the automatic AD import from the Directory Manager in Web Management 30

31 Office Client Web based office tool for searching the Competella Directory and managing Activities 31

32 Performance counters for CCW Server Add performance counters to monitor the Competella system in System Center Operations Manager (SCOM) - Active Queues - Answering Time - Active Calls - Max Waiting Time 32

33 Customer Satisfaction Survey for CCW Server Customer data lookup Integration SMS Integration with third party Who is Calling Look up in external databases CRM or internal databases Send SMS to dedicated persons or groups Send SMS direct from Attendant, Receptionist or Agent Integration with Customer Satisfaction Survey systems 33

34 Workforce management Integration with Teleopti WFM 34

35 Cisco Linestate Support for showing line state from a Cisco (Call Manager) user (i.e. idle or busy on the phone) in Multimedia Agent. The Cisco Line state is fetch real-time when searching in the Multimedia Agent (not transferred to the SfB Presence server). Support for camp-on-busy to a Cisco user (put a call on wait toward a busy Cisco user) Separate icon for the Cisco line state in Multimedia Agent in additional to the normal SfB presence information. 35