New Feature Highlights Version 6.2 Enhancements to ZCC Snapshot New Microsoft SQL Server database Post Call Survey available on more platforms Cloud support for email services Updated contact center metrics and reporting Improvements to ZCC Email Queuing zeacom.com Australia Europe New Zealand USA
Table of Contents Overview... 1 General... 1 Transition to Microsoft SQL Server Database... 1 Licensing... 1 Connector Modules... 2 Mailbox User... 2 Operator... 3 UC User... 3 Voice Agent... 3 Multimedia All License... 3 Real-time Statistics... 3 UC... 4 General UC Enhancements... 4 Cloud... 4 Contact Center... 4 Contact Center Metrics... 4 Email Queuing... 5 Snapshot... 5 Summary... 5 For More Information... 5 bring customers closer
Overview Regardless of industry, geography or size, business managers are being asked to do more with less without impacting on productivity or customer satisfaction! Version 6.2 of Zeacom Communications Center (ZCC) is about helping you to do just that, adding solid functionality for the current product while building the foundation for future enhancement. The most significant building block is the transition of the ZCC database to Microsoft SQL, while attention has also been given to key contact center functions, along with other areas of the product. Another important change for 6.2 is the restructure of some of the product licensing enabling real growth benefits for Zeacom customers. This document details the key enhancements to ZCC for 6.2. General Transition to Microsoft SQL Server Database Zeacom has chosen to take advantage of SQL Server s reputation as a reliable, cost effective and easy to manage application. SQL Server paves the way for future supportability improvements, as well as enhancements to redundancy, resiliency and reporting. SQL Server will also facilitate faster migration and improved database management, and we have also seen a general decrease in the size of our customers databases. Supporting documents about the differences and benefits around the transition are available on Zeacom Extranet. SQL Server Express or SQL Server Standard is necessary for all 6.2 upgrades. Please note that minimum server requirements have been updated as a result of this; please talk to your Zeacom or vendor account number for details. Licensing The ZCC product licensing has been restructured as a user-focused licensing scheme. All ZCC user modules now include access to the new Mailbox user functionality. The user modules are: Mailbox User Operator UC User Voice Agent All user modules also continue to use a UCUL (previously the ZCC User license). Other new modules are: UC Connector CC Connector Multimedia All Real-time Statistics Professional Services may be required to take advantage of some software licensing benefits. Zeacom October 2012 Page 1
Please talk to your Zeacom or vendor partner account manager to find out how your business can benefit from 6.2 s licensing changes, and to find out more about some of the commoditized software that will be included in your product licensing. New Module Papers and Solution Papers describing the new structure are also available on Zeacom s Extranet. Connector Modules A new license has been created to form the foundation of all ZCC product licensing. All existing ZCC customers will automatically be granted a Connector license on upgrade to 6.2. Sites with contact center licenses will have the new CC Connector; those without a contact center will have the UC Connector. UC Connector The UC Connector module comprises the following licenses: Unlimited Announce licenses previously purchased in blocks of 4, these can now be activated as required (professional services are likely to be required) Auto Attendant use a voice menu to offer callers options to directly access the services they wish Gateway for Microsoft Lync license businesses using Microsoft Lync server are able to integrate communications between their existing PBX and Lync. 50 Mailbox Users see Mailbox Users below CC Connector The CC Connector module comprises the following licenses: Unlimited Announce licenses previously purchased in blocks of 4, these can now be activated as required (professional services are likely to be required) Auto Attendant use a voice menu to offer callers options to directly access the services they wish Gateway for Microsoft Lync license businesses using Microsoft Lync server are able to integrate communications between their existing PBX and Lync. Enhanced Routing allows integration with back office databases to intelligently route recognized callers based on database matching. 10 Voice Agents see below 40 Mailboxes see below Mailbox User The new Mailbox User offers both voicemail and unified messaging functionality to users, via the existing UCUL and UM licenses. This means that all existing voicemail users will be entitled on 6.2 upgrade to receive one UM license for every UCUL currently in the system, giving them access to voicemail messages as email attachments and integration for voicemail greetings to be activated by their Microsoft Outlook calendar. Zeacom October 2012 Page 2
Operator The Operator User is provisioned via the existing ZCC Attendant Console license as well as the UCUL. This user is now also entitled to a UM license if not already provisioned. UC User UC or Unified Communications Users are users who run the existing standalone Executive Desktop client or else use the Executive Insight plug-in to Microsoft Outlook, giving them desktop access to voicemail and mailbox management (including Fax if purchased), as well as rich presence, corporate directory and call history. UC Users are now also entitled to a UM license if they don t already have one. Voice Agent Voice agents currently use CT Control and Agent Desktop to take delivery of phone (voice) calls. They are also now entitled to Mailbox, giving them voicemail and UM. In addition, 6.2 Agent Desktop has been updated to include all of UC User functionality. Businesses who previously provisioned agents with both Agent Desktop and Executive Desktop now require only Agent Desktop to obtain the same functionality for their agents, and will now have surplus Executive Desktop licenses available to deploy to other users. Multimedia All License Thought about extending your agent coverage from voice-only to multimedia? Contact centers today are increasingly aware of the need to provide varying services to meet their customer s advancing communications needs. Add on one of the following licenses to your Voice Agent, to enable multimedia handling. Zeacom s updated multimedia or multi-channel licensing covers Web Chat, Web Callback, Email, Fax and Activity Queuing. Agent multimedia licensing is now structured with 2 choices: Single media Agents only handle a single multimedia channel at a time (in addition to voice); there is no change in single media licensing, agents are provisioned with a license for the multimedia channel they will handle All media Agents already handling more than one channel concurrently are now entitled to the new Multimedia All license on upgrade to 6.2. This license entitles agents to handle ALL channels that are deployed; individual licenses are no longer required for each channel an agent is handling, if they are handling more than one channel. ZCC customers with agents handling multiple multimedia channels should swap existing single channel licenses for the new multimedia licenses, to enable agents to potentially handle more channels. Talk to your account manager to find out about deploying more channels at your business. Real-time Statistics In the information-intensive world we live in, it can be hard to cut through all the data to get at what actually matters. The new Real-time Statistics module makes it easy for contact center managers to highlight what s important and drive the behaviors that make a real difference to customer satisfaction with the following functions: Snapshot browser-based dashboard, typically deployed on a large plasma screen for all agents and managers to view critical metrics; this has been updated for 6.2, see Contact Center enhancements below Zeacom October 2012 Page 3
Dashboard PC-based dashboard for individual users; up to 25 per system Wallboard integration to existing Spectrum or Symons hardware boards Businesses with the new Real-time Statistics module are entitled to all of these functions. Upgrading to Real-time Statistics ZCC customers with existing Snapshot licenses are automatically upgraded to Real-time Statistics, and gifted with 25 Dashboard licenses. ZCC customers with existing Dashboard licenses are invited to pay an upgrade fee to Real-time Statistics, to be entitled to Snapshot (site license) and a total of 25 Dashboard licenses. UC General UC Enhancements The following functional areas have been updated with 6.2, available for the full enterprise (including contact center): Review a voice message before sending (via the phone) Support for telco Caller Name display on NEC SV8100 for ISDN trunks Call History reports have been updated to include both Caller Name when available and the caller number Console and Executive Desktop Call History, and Executive Insight Calls screens as well as the incoming call screen pop will display the Caller ID name for external Phonebook directories when there is a recognized number match G729 codec is now supported for Avaya Communication Manager Soft Ports Aculab 6.5 drivers are now supported, providing 64-bit support and enabling upgrade to Windows 2008 Server for some business using 32-bit drivers Cloud ZCC s Unified Messaging is now supported for operation in a hosted Microsoft Exchange environment, and also for Microsoft 365. Contact Center Contact Center Metrics The following functional areas have been updated with 6.2: Average Handle Time (AHT) and Average Speed of Answer (ASA) are now available in Agent Desktop (Queue & Agent), Reports and all Real-time Metrics dashboards. Service level calculations can now optionally exclude time that callers spend listening to forced announcements, for example in auto attendant, IVR or progress announcements where the force announcement flag is checked in Administrator. Zeacom October 2012 Page 4
The Idle metric now excludes agents who are in any type of worktime. The Available metric now excludes agents who are in manual (requested) worktime. A selection of key reports have been updated to allow an option for displaying Caller ID Name when available rather than the caller number On selected PBX platforms, different queues can now source hold music from different sources Email Queuing Agents handling emails via Email Queuing can now copy or insert images into the body of an email to support the content. Images can also be embedded into email templates. Agents can drag and drop a file from another window onto an outbound email as an attachment Administrators can now specify a queue maximum for each email queue, to protect the system from overloading during significant high peak periods Email Queuing is now supported for operation in a hosted Microsoft Exchange environment Email Queuing is now supported for Microsoft 365. Zeacom s Media Extraction plug-in is also required for queue email archiving. Snapshot Enhancements to the Agent Summary Tile allow supervisors to display agents in different states. You can now dynamically add scrolling text ( tickertape ) to a Snapshot template Changes to metrics include Idle, AHT, ASA, Service Level and Available as detailed above. Snapshot is now available as a free download from the Apple and Google apps stores for smart phone and tablets 1. Your site must have a Snapshot or Real-time Metrics license in order to run these apps. Summary Zeacom Communications Center 6.2 can help you provision more of your staff with advanced communications tools, helping your business reach higher standards in responding to your customers. Contact your account manager now to arrange an upgrade to 6.2, and to take advantage of the benefits for your business. For More Information More detailed product collateral is available from the Zeacom Extranet (Z-net) including What s New Documents, Release Notes, Module Papers and Solution Sheets. For immediate access, simply log into www.zeacom.com/z-netlogin/index.cfm 1 ZCC 6.2 or Snapshot Phase 8 update is required. Android 2.2 (Froyo) and Apple ios 5 and later are supported. Zeacom October 2012 Page 5
Zeacom Communications Center sales@zeacom.com http://www.zeacom.com Zeacom welcomes user comments and reserves the right to revise this document and/or make updates to product specifications, products, or programs described without notice at any time. Zeacom makes no representations or warranties regarding this document. The names of actual companies and products mentioned herein are the trademarks of their respective owners. Zeacom and all Zeacom s logos are trademarks or registered trademarks of Zeacom and may be used publicly only with the permission of Zeacom and require proper acknowledgement. Other listed names and brands are trademarks or registered trademarks of their respective owners. Copyright 2012 by Zeacom All rights reserved. No part of this publication may be reproduced without the prior written consent of Zeacom.