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Whats New in IP Contact Center 5.0

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Call routing has now been enhanced with:

• Overflow Handling - a call can be processed differently by branching call flow based on Estimated Waiting Time even before the call is queued.
• Priority Routing - call can have a priority value assigned to it that will affect the agent selection according to importance assigned to priority in routing rules
• Call diversion based on Estimated Waiting Time

The web based application builder technology has been used to create pre-defined integration blocks to HEAT, GoldMine CE and ITSM. This enables to user to quickly build power self-service applications without complex programming.

ITSM 5.0.3+

Desktop application screen pop driver:

• Create new or open and display existing business objects
• Display a specific relations tab of the business object
• Run a specific Quick Action (business object-related macro) on open
• Set selected fields to values from interaction data

IVR application blocks

• Search Business Object by one or combination of its (or child object's) fields, retrieve selected fields as interaction data
• Update Business Object's fields from interaction data values
• Define Screen Pop by specifying in call scenario what desktop application should do when call arrives (see screen pop driver capabilities above)

HEAT® 8.0.3+

Desktop application screen pop driver:

• Display Profile or Call Ticket
• Create and display new Call Ticket
• Run HEAT Auto Task
• Save Call Ticket
• Set selected fields to values from interaction data

IVR application blocks

• Search Call Ticket or Customer by one or combination of its fields, retrieves selected fields as interaction data
• Update Call Ticket's or Customer's fields from interaction data values
• Modify Call Ticket by changing its state or updating journal record, or both.
• Define Screen Pop by specifying in call scenario what desktop

GoldMine® CE 6.7+

Desktop application screen pop driver:

• Goto contact in existing contact window
• Open new contact window Ignore (no screen pop)
• Display dialog with contact's name and choice of Open/Goto/Ignore

IVR application blocks

• Search Contacts via CONTACT1, CONTACT2 or CONTSUPP tables, by phone or account, retrieve selected fields as interaction data
• Add to Contact History block allows to update call history with call-related data such as call time and disconnect cause, along with selected interaction data values.
• Define Screen Pop by specifying in call scenario what desktop application should do when call arrives (see screen pop driver capabilities above)

The Agent / Supervisor Dashboard has been improved in three main areas :

For the SIP softphone we see the addition of :

• Active Directory Address book integration
• Fax T.38 send/receive support, including print to fax (fax printer) [Requires additional license]
• Message waiting indicator, when used with FRS Unified Messaging.
• Automatic Answer - when requested in call scenario, softphone will answer call automatically.
• Call Recording - an agent can record conversation on local disk.
• Buffered Full Call Recording - no matter when record button is clicked, call will be recorded from the beginning
• Customizable Sounds - ring and call process sounds can be customized
• Automatic Softphone configuration

The Queue monitor now has the ability to create Audible and Visual Queue Notifications on:

• New Call Arrival
• Waiting Time Limit
• VIP / property match

The Dashboard's integration features now include :
ITSM/GoldMine/HEAT Desktop Integration

• With screen pop transfer - when transferring call from one agent to another, current screen can be sent along
• Send screen
• 'Click to dial'

And we also see the inclusion of Agent-to-Agent messaging, where agents and supervisors can chat between each other. All conversations are logged on the server.

• Agents can seek chat assistance from supervisors while talking on the phone.
• Emergency Assistance Request -agent may request an emergency chat session with supervisor. The session has highlighted window that catches attention.

Newly available as an option for IPCC v5.0 is the Quality Management module. This software only option is pre-integrate to IPCC and purely enabled through licensing, saving time and expenditure on implementation. The module encompasses.

Recording

• On demand - via selection from supervisor's dashboard
• Scheduled - by agent or percentage of calls,(date, time and other call properties using call scenario logic)
• Application-initiated - application scenario may decide to start call recording based on results of DB query, for example
• Agent to Agent Message Logging - message streams are time-stamped and logged in database

Recording Browsing / Listening

• Web-based - runs on server, accessed via internet browser, web server is not required
• Search - by date, time, agent or other call data
• Agent Recording Rating - listening interface allows the rating of agents and use the data in performance reviews

Monitoring

• Listening only - supervisor can conference into calls in listen-only mode
• Whisper / coaching - supervisor can conference into calls and listen to both parties while talking only to agent
• Message Coaching - supervisors can also coach agents on chat while monitoring the call.
• Participation/Conference - supervisor can fully conference into conversation
• Agent state is visible in the list of agents in Quality Management tab in Agent Dashboard
• Notifications - agent or caller or both (selectable) can be audibly notified about monitoring being initiated

In the areas of reporting, real-time reporting now has the addition of escalation levels statistics and the ability to configure the aggregation period. For historical reporting, a full history of agent state changes and 'Not Ready' reason in available in report format. The 5.0 release also sees the addition of two new main groups to reporting. These are Call Scenario reports which give the viewer the ability to examination the usage of any particular IVR application, and Interaction Reporting which enable a full detailed view of the lifecycle of an interaction through the IPCC system.

Call Scenario Reporting (menupick reports)

• Call Scenarios (Applications) - how often applications are used
• Application Block - how often a particular block is executed in application
• Application Branches - how often a condition is selected
• Disconnects per block - how often callers disconnect in a particular block

Interactions Reporting

• Complete history for each call, from cradle to grave
• Linked to recording
• Linked from Historical reporting - clicking on a bar in Historical reporting displays actual interactions
• Web-based - runs on server, accessed via internet browser, web server is not required
• Searchable - by date, time, agent or other call data
• Can be used to create new stats in the field, by Professional Services

IPCC Application builder has seen the addition of a number of new blocks designed to increase self service abilities and reduce build times. The new blocks include :-

• Branching the flow on Estimated Waiting Time, even before the call is queued
• Send e-mail, with attachment - call attached data can be used anywhere in a message, attachment can be any file, including a recording
• Record to File allows the e-mailing of recordings as well as the modification of application prompts over the phone.
• Call transfer to point in call flow not only allows agents to send caller to specific point in call scenario, it also enables routing parameters to be changed and re-queue the call, i.e. transfer to another queue
• ASR integration block for usage with ScanSoft SpeechPearl.
• Full ITSM/GoldMine/HEAT back-end data access, with complete search, retrieve and update capabilities.
• Streaming Audio music in queue/on hold.

Core to the IPCC system is the Telephony Server which now has deep support for NAT environments.

IPCC v5.0 now contains localizations for US English, UK English, Russian and German. This localization covers areas such as Agent Dashboard, Statistics console, historical Reporting, Common data speaker and the default prompts used by Unified messaging and the demonstration IVR applications.

Quality of Service (QoS) has been further enhanced as both the telephony server and the dashboard support IP TOS field setting for RTP voice data packets. This allows configuration of state of the art QoS on gateways and switches as well as provides voice traffic with priority handling in fair-queues commonly found on low-end devices

Through the FrontRange Solution / 3com partnership, IPCC now support deployments with the 3com VCX switch. When sold with VCX, VCX takes place of the proxy. This also enables :-

• Auto Answer - call scenario can request 3com phone to answer call automatically
• Subject header - 3com phones can display additional call info when ringing, can be set from call scenario

And finally the optional Unified Messaging module now supports Message Waiting Indication on compliant IP Phones and gateways

A full list of items is available in the Release Notes for IPCC v5.0.