Telesnap ACD

Telesnap ACD

Telesnap Automatic Call Distribution 2009


Automatic Call Distribution (ACD) for Cisco Unified CallManager (CUCM).

Solution for small call centers.

New features in version 2009:

  • New counters for the Snapware Queue Monitor: number of logged on agents and number of free agents
  • Telesnap ACD monitoring integrated in WebAdministrator
  • Agents may be logged off from the call diversion by the supervisor
  • Creation of CTI RoutePoints via AXL SOAP interface possible

           

Features
Features Telesnap ACD

Call Diversion

  • Configuration of multiple ACD workgroups with separate pilot numbers is possible
  • Simultaneous agent log on to multiple ACD groups is possible
  • Configuration of service times for each ACD group
  • Configuration of wrap up times after a call for each ACD group
  • Prioritization of ACD groups determining the importance of calls, if an agent is logged in for several workgroups
  • Queue parameter per ACD group configurable
  • Queue announcements per ACD group configurable
  • Announcement before Answering ‐ configuration of an additional announcement before call answering by an agent possible
  • Supervisor may log off agents from the Snapware WebAdministrator

Monitoring

  • The monitoring tool is integrated in the Snapware WebAdministration
  • The Presence Manager monitoring tool provides a real time monitoring of the logged on agents and all waiting fields
  • A graphic display gives an dynamic overview of different agent groups, the status of agents, and the waiting queues

Statistics

  • Data base in Microsoft SQL‐Server logs all ACD calls
  • Microsoft Access application (Telesnap ACD statistics) to analyze the data basis, requires at least Microsoft Access 2000

Integration in Snapware and Snapware XML

  • Agent functionality integrated
    • Agent log on/log off
    • Activating/deactivating wrap up time
    • Activating/Deactivating pause
  • The agent status (logged on/off, pause, wrap up time) is visible in the user’s Snapware Team bar and in Snapware XML – for partners also

For a complete feature list please refer to the datasheet in the download section.


Telesnap ACD

Telesnap ACD
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