Alcatel OmniPCX 4400 Specifications page 8

Applications
OmniTouch
Alcatel OmniPCX 4400 Contact Center
• agents features
– business withdrawals
– agent break
– agent direct call with statistics
(business/personal)
– agent can receive different type
of calls (skill)
– call recording management
– group distribution: fix head, cyclic,
longest idle time
– free sitting agent position
– help supervisor
– home agent with analog telephone
or Reflexes™ telephone
– log-on/log-off
– open or close pilot from agent position
– personal call barring
– suspension of group waiting queues
– transaction code
– transfer call to another agent with
or without supervision
– wrap-up (automatic or manual)
• CCagent server (middleware) for
integration with CRM applications
• CCagent: desktop application for
agent
– personal statistics
– partner bar
– telephony Reflexes™ on screen
• CCdistribution
• active matrix call distribution
– conditional pilot overflow to other
directions or devices
– call distribution to the most skilled
agent
– call distribution to the last agent
call by customer
– call distribution to a given agent
– call distribution to a "black list"
or "white list" of agents
– call redirection or redistribution
– call distribution driven by third-party
application
– call queuing position announcement
– local call to a pilot
– look ahead call routing
– multimedia call flow based on pilot
– outbound call management
– pilot forwarding to other pilot
– pilot routing to waiting queue
according to priority
– routing based on time schedule
or calendar
– types of waiting queues: waiting,
help, and dissuasion
– virtual pilot
– expected waiting time announcement
• voice guidance
– internal/external voices guides
– record from Reflexes™ telephone
or PC audio station
– synchronized internal voices guides
• CCsupervision and statistics
– advanced call routing configuration
(ACR)
– ACR real time statistics
– ACR Excel statistics
– alarm handling
– call level information
– customizable alarms
– customizable reports
– detailed communication reports
– discrete call listening for supervisor
– emergency closure
– Excel based statistics & reporting
– export of communication reports
(ASCII files)
– free sitting supervisor position
– last received call statistics window
– native Windows management look
and feel
– predefined reports
– real-time service level per pilot
– real-time statistics
– real time statistics over Monitoring
Sampling Period (MSP)
– real time agent breakdown per
criteria or per media
– reports based on communication
events
– statistics compilation and archive
(FTP)
– wallboard display control
• CCemail
– advanced real time monitoring and
reporting tools into CCsupervision
– automatic acknowledgement with
tracking identifier
– automatic answers to the most
frequently asked questions
– e-mail classification
– intelligent distribution to a skilled
agent (email with suggested answer)
– Spam filtering & automatic redirection
fax response and distribution with
CCfax
• CCoutbound
– dialing modes: preview, progressive
& predictive
– inbound/outbound call blending
– integrated desktop agent
– integrated call classification (voice
detection)
– simplified installation and
configuration through wizards
– unique management from
CCsupervision
• CCivr
– automatic speech recognition
– centralized management
– call characterization for Advanced
Call Routing
– incoming fax for blended
distribution (as CCemail)
– natural language understanding
– support of Nuance large vocabulary
• CCweb: e-commerce application
– call-back
– call-through (voice over IP)
– collaborative browsing
– chat
– e-mail