2ring agent desktop (cti-os toolkit) for cisco ucce and packaged ucce - slide deck
Upload: 2ring-flexible-solutions-for-unified-communications-and-contact-centers
Post on 26-May-2015
5.774 views
DESCRIPTION
This is a slide deck for 2Ring AGENT DESKTOP, an application for agents and supervisors in Cisco Contact Center Enterprise (including Packaged UCCE). It was build using CTI-OS Toolkit. So, if you are not yet ready to switch to Cisco Finesse, but you are looking for a solution that will allow you to serve customers in an efficient manner, then this is an enhanced desktop application that helps supervisors manage contact center agents efficiently, automates many repetitive tasks, and enables the integration of the contact center with CRM, ticketing, and other systems that agents use. Request a live demo with one of our product expert at www.2Ring.com/WebEx or learn more at www.2Ring.com/AGD.TRANSCRIPT
READY FOR INTEGRATION AND AUTOMATION
2Ring AGENT DESKTOP 2.9.8
» Founded in 2001› EMEAR headquarters in Slovakia, EU› North American headquarters in Sacramento, CA
» Offering solutions worldwide via Cisco Resellers› Indirect Sales Strategy
» CDN Member – Cisco Preferred Solution Developer» Flexible & knowledgeable development / sales teams
› We listen to your feedback / incorporate features› Deliver custom-based integrations to your environment
2Ring ..Who are we? What do we do?
Contact Center Applications / Services
Unified Communications Applications
2Ring ..Product Portfolio
2Ring AGENT DESKTOP ..
UCCE
MS SQL
3rd party
Message Sender
2Ring AGENT DESKTOP .. Control Panel
» Hide Buttons that Agents Do Not Need» Custom Statistics
› Any data from any MS SQL database presented in the form of multiple grid-views
» Single Sign On / Free Sitting› Agents log into UCC only once› Automatic subsequent logins, regardless of PC
2Ring AGENT DESKTOP .. Message Sender
» Integrated Communication Tool in 2Ring AgD› Message pops-up and blinks upon arrival› Long messages scroll automatically› Message disappears after its expiration time
» Allows Supervisors to› Reach multiple agents at the same time with the same instant
message› Select agents by skill/team/supervisor, or 1by1› Enjoy message history and message templates
2Ring AGENT DESKTOP .. Message Sender
2Ring AGENT DESKTOP .. DB Info
» SQL Query Action› to store information about an agent’s steps› to retrieve information from DB & present it to agents› to interact with 3rd party systems on a DB level
» Populating Data Panel Action› to present information previously retrieved from SQL database
to agents› to present specific call data to agents
2Ring AGENT DESKTOP .. Buttons
» Custom buttons that trigger specific action› Unlimited number of buttons organized in rows
» Can be configured to › Serve as bookmarks› Launch external applications (Calculator, Notepad, ...)› Log a specific event into a database› Send a signal to an external Information System
» Buttons are colorable
2Ring AGENT DESKTOP .. Integrated Web Browser
» A key integration tool› Displays UI of 3rd party web based systems
» Supports multiple colorable tabs» Browser navigation action
› UCC parameters are passed as URL variables› A specific TAB is always navigated
› Integrated browser› Named frame of integrated or external browser
» Fully compatible with MS IE
2Ring AGENT DESKTOP .. Flexibility
» Event-Rules-Action model› Specific Event occurs (such as new call arrives)› A set of Actions associated with the given Event is processed› Each Action has a logical statement / rule associated with it
› If this rule is satisfied, the action is launched
2Ring AGENT DESKTOP .. Triggering Events
Triggering Events
Arrival of a New Call
Initiation of a New Call
Change in the Call’s State
Change in Call’s Data
Call’s EndChange in Agent’s State
Click To Action
Pressing a Custom Button
Application’s Start & End
2Ring AGENT DESKTOP .. Triggered Events
Triggered Actions
Parametric Browser
Navigation TAB’s Activation
SQL Query
Populating Data Panel
Information Dialog
Launch of an External
Application
Agent State Transition
Background HTTP
GET/POST
Show Pictogram
Invoke JavaScript
Custom Plug-In Action
2Ring AGENT DESKTOP .. Supervisor
» Agents sorting based on multiple properties (state, time in state, reason code, team)
» Filtering out inactive agents» Coloring agents according to their state (ready, not-ready,
talking, wrap-up) and the time spent in that state» Full screen mode» Configurable refresh ratio (by administrator)
2Ring AGENT DESKTOP .. Supervisor
2Ring AGENT DESKTOP .. Statistics
» Displays any standard or non-standard statistical data using structural table views› Tool’s UI corresponds with the original Cisco CTI OS Statistics,
but configuration isn’t› It is possible to configure number of views as well as their data
sources
2Ring AGENT DESKTOP ..
» Licensing Model› Agent license packages
› 1,5,10,20,50,100› Small volume discount implemented
» Included› 2Ring SCRIPTS & FORMS
ADDRESS
PHONEEMAILWWW
ADDRESS
PHONEEMAILWWW
Galvaniho 15/C
821 04 Bratislava
Slovak Republic
+421 (2) 5822 4550
www.2Ring.com
2Ring .. North America HQ2Ring .. EMEAR
OFFICEMOBILEEMAIL
Tom McCain
Director of North American Sales
+1 (916) 426-3790
+1 (480) 255-7500
2Ring .. Questions
OFFICEMOBILEEMAIL
Michal Grebáč
Strategic Sales & Marketing Director
+1 (916) 282-9514
+1 (916) 514-3355
2Ring .. Connect with Us
8880 Cal Center DriveSuite 400,Sacramento, CA 95826, USA(916) [email protected]