Victory pbx call center deck

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

ü

Agent Unavailability Report

ü

Agent Activity Detail Report

ü

Call Center Call Detail Report

ü

Agent Activity Report

ü

Call Center Incoming Calls Report

ü

Agent Call Detail Report

ü

Call Center Overflow Matrix Report

ü

Agent Call Report

ü

Call Center Presented Calls Report

ü

Agent Duration Report

ü

Call Center Report

ü

Agent Sign In Sign Out Report

ü

Call Center Summary Report

ü

Agent Summary Report

ü

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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