Alcatel OmniPCX Manuale Utente Scaricare il pdf (Pagina 4)

Alcatel-Lucent OmniPCX Enterprise Communication Server4

• Alcatel-Lucent 4059 Multimedia

Attendant Console

¬ IP Touch 8 or 9 Series phones

for audio

¬ Multifunctional keyboard

Integrated Greeting

• Integrated automated attendant

• Personal automated assistant

with context-sensitive greeting

• Synchronized greeting message

Voice and Fax Mail

• Automated attendant

• Call transfer

• Direct reply on receipt message

• Extended recording and playback

control function

• Fax broadcast, on demand,

overflow, store and forward

• General distribution lists

• Greeting message according

to user status

• Immediate or supervised transfers

• Message acknowledgment

• Message attributes: urgent,

normal, private

• Message notification via light,

display, dialing tone, voice

prompt, outgoing

• Multilanguage

• Multi-user password

• Networking protocols: IMAP4,

VPIM, Octelnet and Amis

• Private distribution lists

• Record online

• Shared mailbox: home, guest,

and assistant mailbox

• User-friendly interface on IPTouch

8 & 9 Series phones via softkeys

or via PC-client My Messaging

• Voice message attached to a fax

• Voice and DTMF forms

• Web access to voice and

fax messages

• Alcatel-Lucent 4645 Voice Messaging

Services: Embedded software-based

voice mail for small/medium sites

(branch autonomy)

Alcatel-Lucent OmniPCX

Enterprise OmniTouch Contact

Center Standard Edition

• Active matrix call distribution

• Call flow based on pilot

• Skill- and cost-based distribution

• Conditional pilot overflow on

voice mail

• Look ahead call routing

• Pilot forwarding to other pilot

• Pilot routing to waiting queue

according to priority

• Routing time schedule

• Types of queues: waiting, help

and dissuasion

• Virtual pilot

• Intelligent routing

• Outbound call management

• Direct agent call management

• Remaining wait time announcement

• Integration with outbound

campaign management

• Native integration with interac-

tive voice response (IVR)

Voice guidance

• External voices guides

• Synchronized internal voices guides

• Storage from audio station or

IP Touch 8 & 9 Series phones

Agent features

• Administrative withdrawal

• Agent break

• Agent direct call with statistics

• Agent can belong to different groups

• Digital recording IP and TDM

(DR-Link)

• CCA applications: IP Touch 8 & 9

Series phones on toolbar providing

personal statistics

• Group selection: fixed head,

cyclic, longest idle time

• Free sitting agent position

• Help supervisor

• Home agent with analog telephone

or IP Touch 8 & 9 Series phones

• Logon/logoff

• Open or close pilot from

agent position

• Personal call barring

• Suspension of group waiting

queues

• Wrap-up (automatic or manual)

• Transaction code (with reporting)

Supervision and statistics

• Alarm handling

• Call level information

• Customizable alarms

• Customizable reports

• Detailed communication reports

• Reports based on communication

events

• Discrete call listening for supervisor

• Microsoft Excel-based statistics

and reporting

• Export of communication reports

(ASCII files)

• Free sitting supervisor position

• Full Windows user interface

• Native Windows management

look and feel

• Predefined reports

• Real-time service level per pilot

• Real-time statistics

• Statistics compilation and archive

(FTP)

• Wallboard display control

Alcatel-Lucent OmniPCX

Enterprise OmniTouch Contact

Center Premium Edition

Segmented media distribution

• Visual contact center (CC) user

interface reuse of popular/pat-

ented CCS matrix concepts

• Visual CC Windows Explorer

drag-and-drop configuration

capabilities

• Blended e-mail and voice routing

and distribution

• Contact flow based on type

of service qualification

• Contact segmentation based

on qualification

• Visual IVR call prompting with

DB lookup

• Visual IVR embedded reusing

OmniPCX resources, no additional

hardware

• Visual IVR navigator icon selected

from Visual CC user interface

toolbar

• Visual IVR script creation via

drag-and-drop icons

• Optional integration with full-

featured IVRs

• E-mail auto-acknowledgment and

redirection

• E-mail keyword classification

• E-mail backlog and work-bin

management

• Skill- and cost-based resource

distribution

• Contact queue management:

waiting, dissuasion, overflow

• Conditional overflow defined

by CC activity

• Estimated waiting time informa-

tion with options

• Look ahead contact routing

• Multistage queuing

• Multilevel prioritized queuing

• Multimedia group, queue and

agent selection

• Scheduled time-of-day routing

• Outbound call management

• Integration with outbound

campaign management

Voice announcement

• Agent tutorial voice guides

• Routing voice announcement

updates

• Redirection, closing, opening

announcements

• Recording from audio station

or telephone

Agent features

• Administrator unavailable

• Agent unavailable with reason

• Agent private call tracking

• Consult, transfer, conference

• Logon/logoff

• Private call barring

• Wrap-up

• Supervisor assist

• Agent skill and group levels

• Group selection: cyclic, top down,

longest available

• Emergency conversation recording

• Optional digital recording IP and

TDM (DR-Link)

• Agent desktop VoIP and IP plug-in

• Multimedia Genesys Agent Desk-

top (GAD) interface

• Desktop with screen-pop and

contact history

• Free sitting agent position

• IP Touch 8 and 9 Series phone

support

• Remote IP agent

Supervisor features

• Visual CC easy-to-use, Windows-

compliant management and

monitoring tools

• Object configuration

• Drag-and-drop media distribution

design

• Object alarm monitoring

• Alarm/alert customization

• Object including both voice

and e-mail – real-time statistics

monitoring

• Service-level management and

monitoring

• Object including both voice and

e-mail historical predefined sta-

tistics reports in Microsoft Excel

spreadsheets

• Scheduling and generation of

historical reports

• Enhanced, easy-to-use custom

ization of Excel-based reports

• Supervisor call monitoring barge

in and discrete listening

• Remote agent state change

management

• Agent licensing overrun capability

• Overrun option automatically

increases agent licenses during

10-day peak period by 30%

• Overrun unique in the industry

System specifications

• Genesys Open Contact Center

Software Suite Release 7.2

• Wizard installation procedures

• IP connectivity to OmniPCX

Enterprise CS

• Windows 2000

and XP

operating

systems

• Microsoft SQL database

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Alcatel OmniPCX Manuale Utente Pagina 4

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