agenTel 6.2 Product Presentation Product presentation January
2010
Slide 2
Content January 20102agenTel 6.2 Introduction If you want to go
to a specific section, click the corresponding button. Function
Overview Notes Direct vs Routed Communications Contact Types
Skills-based Routing Universal Queue Self Service Virtual Port
Connector Send/Receive Faxes Email Routing BI Recording Users
Administrator Team leader User Campaign Center Integrations
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About Voxtron Voxtron (1994) is an international company,
headquartered in Belgium and having sales offices in Belgium,
Germany, Italy, Portugal, Turkey, Tunisia, UAE and Thailand.
Voxtron operates in the field of Unified Communications focusing on
Customer Interaction Solutions for enterprises. Voxtron offers a
cost-efficient answer to your communication challenges. January
20103agenTel 6.2
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January 20104Customer Interaction Solutions Customer
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What is agenTel? agenTel is customer interaction software that
runs on top of any (existing) communication environment agenTel
sends contacts (calls, emails, faxes) to appropriate persons within
the organization agenTel distinguishes between direct (personal)
communication and routed (to a pool of employees) communication
agenTels assignment strategy is based on Skill-Based Routing (SBR)
agenTel is based on the Universal Queue (UQ) principle agenTel
provides Business Intelligence (BI) information agenTels CTI
function improves employee efficiency agenTel offers powerful
Software Development Kits (SDK) for integration within the existing
IT infrastructure January 20105agenTel 6.2
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agenTel January 20106agenTel 6.2... Universal Queue Inbound
Voice FaxEmail Outbound Voice Self Service Voice Recording Skill
based routing SDKs Agent... Teamleader (Back) Office Worker Admini-
strator (Back) Office Worker Business Intelligence CTI
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One Server One Client One Server contributes to a greener world
Medium sized solutions require only one server to run all the
applications (self service, contact center, recording,...) Less
hardware purchases Less maintenance Less electricity consumption
One Client for office workers and agents provides Single roll out
Shorter learning curves Easy introduction of office workers into
the contact center in case of emergencies, peak times,... January
20107Customer Interaction Solutions
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FUNCTIONAL OVERVIEW January 20108agenTel 6.2
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Direct versus routed communication agenTel distinguishes
between direct and routed communication: Direct (personal/private)
communication: Refers to contacts (calls, emails, faxes) that the
initiator sends to a specific person within the organization by
dialing a DDI (direct dial-in) for making a call or sending a fax
sending a message to a personal email account Routed communication:
Refers to contacts (calls, emails, faxes) that the initiator sends
to an organization, not knowing (and caring) who treats the request
(as long as he/she gets an answer within the shortest delay) by
dialing a general number for making a call or sending a fax sending
a message to a general email account January 20109agenTel 6.2
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Contact types Supported contact types in agenTel 6.2: Direct
(personal) contacts: Incoming/Outgoing call Incoming/Outgoing fax
Routed (to a pool of employees) contacts: Incoming call Outgoing
call Initiated by an agent Initiated by an outgoing campaign
Incoming/Outgoing fax Incoming email January 201010agenTel 6.2
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Skill Based Routing In a Skill Based Routing (SBR) solution,
the Administrator assigns skills (e.g. product knowledge,
language,) to each Agent. He indicates to which extent this Agent
possesses these skills (%) Upon arrival, each new contact gets
skills assigned. Potential ways for acquiring contact skills: Info
from the PSTN network: Dialed number (can be linked to a specific
service) Database retrieval of info based on Calling Number
Identification (CNID, also known as CLIP) Data gathering via the
Self Service application (Interactive Voice Response IVR) SBR
searches for the best suitable Agent to serve a certain contact
with its attached skills January 201011agenTel 6.2
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Universal Queue agenTel performs SBR based on the Universal
Queue (UQ) principle This means that all contacts (incoming calls,
outgoing campaign calls, faxes, emails) are sent to this UQ When an
agent becomes available, the system calculates the score matrix as
shown in following slide The contact with the highest score is
transferred to the available agent The complex algorithm takes into
account skills but also: Time: a contact gets more important the
longer it is in the UQ Agent: contacts can be assigned to an agent
when this agent had no contacts for a long time this agent has the
smallest load this agent handled a previous contact of the same
customer January 201012agenTel 6.2
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Universal Queue January 201013agenTel 6.2 Free Agents Agent
Queued Contacts Call Fax Email Score High Score Score
Slide 14
Self Service agenTel contains a powerful IVR (Interactive Voice
Response) IVR is typically used to identify and segment callers
(i.e. assign skills) By extension it is also used to resolve
callers queries without transferring to an agent to register call
back requests from people who dont want to continue to wait for a
free agent to link to customer data to send and receive faxes to
store and retrieve voice messages (voice mail) for conferencing
Supports telephone touchtone keypad input and speech recognition
Responds with pre-recorded or dynamically generated (TTS) audio
Multilingual January 201014agenTel 6.2
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Self Service Intelligent Graphical User Interface Limited set
of powerful building blocks No programming skills required January
201015agenTel 6.2
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Virtual Port Connector agenTels Virtual Port Connector (VPC)
can replace the IVR module in case there is no need for a welcome
message, customer identification, language or other choices or
input VPC supports: Easy (static) assignment of skills, groups,
properties and contact codes based on the calling number Free SQL
statements to retrieve extension (to forward call to), skills,
groups, properties, contact codes, scratchpad ID based on calling
and/or called number VPC cannot play messages, save voice mail
messages, register call back requests; therefore a combination with
IVR (on a reduced number of lines) can be considered in some cases
January 201016agenTel 6.2
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Virtual Port Connector agenTels Virtual Port Connector is based
on the concept of virtual extensions in PBXs and is therefore
dependent on the type of PBX (not all PBXs support virtual
extensions). A virtual extension is an extension to which no
telephone set is connected can receive calls can be monitored via
TAPI can be controlled via TAPI January 201017agenTel 6.2
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Virtual Port Connector January 201018agenTel 6.2
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Send/receive faxes With agenTel one can Receive direct
(personal) and routed faxes Send private faxes and contact center
faxes Look for archived faxes in the Fax Center Delivery of faxes
to the user can happen in two ways: Within the client interface
(immediate view) As an attachment to an email message A user can
send faxes from any Windows application that supports the Print
function agenTel sends status delivery reports to the user January
201019agenTel 6.2
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Send fax January 201020agenTel 6.2
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Receive fax January 201021agenTel 6.2
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Fax Center January 201022agenTel 6.2
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Campaign Center Organize your outbound campaigns via agenTels
Campaign Center: Add new campaigns: Assign a name Define a period
Specify a priority Assign generic and campaign skills Follow up
active campaigns January 201023agenTel 6.2
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Campaign Center January 201024agenTel 6.2
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Email routing agenTel supports email routing Skills and a
priority are assigned to an email using the email rule wizard
(perform actions based on the subject, to field, from field,...)
advanced PERL scripting Email routing has its own settings (e.g.
thresholds) Email is forwarded to the most appropriate agent The
agents standard email client (e.g. Outlook) is used to send/receive
contact center emails Auto detect reply email (wrap-up starts)
Personal email address masking January 201025agenTel 6.2
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Email routing January 201026agenTel 6.2
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Business Intelligence agenTels Business Intelligence (BI)
module consists of: real time: threshold driven dashboard activity
monitor agent monitor historical reporting tools January
201027agenTel 6.2
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Dashboard agenTels dashboard is HTML based and therefore easily
customizable Different views are available (based on skills and
type of user) Administrator can define thresholds whereby
parameters will highlight when they exceed these values January
201028agenTel 6.2
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Activity and waiting monitor Waiting monitor: Provides an
overview of all contacts that are waiting in the UQ Allows sorting,
filtering and grouping based on selectable fields (contact type,
status, waiting time,...) Activity monitor: presence Provides an
overview of all agents and (back)office workers Allows sorting,
filtering and grouping based on selectable fields (name, status,
extension, duration,...) The Administrator decides which other
agents an agent can see January 201029agenTel 6.2
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Activity Monitor January 201030agenTel 6.2
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Reporting tool A powerful HTML based reporting tool completes
the BI module Accessible by team leaders and administrators Skill
reports Agent reports Contact code reports General reports Login
reports Custom reports Time interval for each of these reports can
be changed All reports can be exported to.csv or.html file
Scheduled reporting: Send to an email address Save to a folder
January 201031agenTel 6.2
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Reporting tool January 201032agenTel 6.2
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Recording agenTel 6.2 introduces integrated call recording
offering: User controlled access rights Playback from the desktop
Single point of administration HTML based recording center,
integrated in the client interface Searching for recordings based
on (calling, called) number, agent information, skills, date/time
and call duration Automatic deletion of old recordings Single file
per call (including the conversation between IVR and the customer)
January 201033agenTel 6.2
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Recording January 201034agenTel 6.2
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Users The types of users in agenTel: Administrator Team leader
Agent (Back)Office Worker All of them can work from home/anywhere,
provided that a suitable phone and data connection is available
January 201035agenTel 6.2
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Administrator The agenTels administrator defines and
configures: Skills Groups Users Pause reasons Contact Codes General
settings January 201036agenTel 6.2
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Skills There is no limit on the number of skills Administrator
can define the relative importance of a skill (compared to other
skills) Supports mandatory skills: A contact can only be routed to
an agent having that skill Mandatoryness can expire after a certain
time January 201037agenTel 6.2
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Groups Administrative support for installations having a lot of
users Steps involved: Define a group Assign skills to the group An
agent inherits the skills of the group he/she belong to January
201038agenTel 6.2
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Users The administrator adds a user by running through
different parameter sets: Personal settings (name, email
address,...) Permissions (with respect to monitors, fax center,
email handling,...) Skills (select & assign a knowledge
percentage) Interactions (free seating, types of interactions,...)
Filter display info in activity and agent monitor Fax
(enable/disable, sender/receiver number, archive (yes/no),...)
January 201039agenTel 6.2
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Users January 201040agenTel 6.2
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Contact codes Purpose of the contact codes is the qualification
of the contact Defined by the Administrator Selected and assigned
by the agent during the treatment of the contact Gain an insight
into the type of questions treated by the agents, thanks to the
contact code reports January 201041agenTel 6.2
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Pause reasons The administrator can define an unlimited number
of pause reasons Example pause reasons: lunch, meeting, toilet
break Default pause reason = the pause reason selected by agenTel
in case of: User inactivity since x seconds User fails to take a
contact although marked as available January 201042agenTel 6.2
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General settings Timers (default wrap-up times, thresholds)
Agent specific (log-off/pause of last agent (y/n), pause wrap-up
(y/n),...) Routing strategy (define the mixture between
skills-based routing, time based routing and agent based routing by
using slider bars) Advanced routing strategy (enable multiple
simultaneous contacts per agent) Mandatory skills (time after which
the mandatoryness is obsolete) January 201043agenTel 6.2
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General settings January 201044agenTel 6.2
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Team leaders Team leaders in agenTel: Have access to the
reporting tool (refer above) Can assign contacts in the waiting
queue to a specific agent Access to Campaign Center Receive warning
messages if contacts wait too long in the queue January
201045agenTel 6.2
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Users Major functions available for the users: Free seating
Multilingual Auto logon when starting Windows Selection of type of
contacts that he/she will treat Work in full screen or minimize to
system tray Screen pop-ups Select pause reason Quick dial Send
faxes from any Windows application Access to Fax and Recording
Center Show web pages in the agenTel Client January 201046agenTel
6.2
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Log-on January 201047agenTel 6.2
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Maximized view agent client January 201048agenTel 6.2
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Integrations agenTel has a set of powerful SDKs allowing you to
integrate with almost any business environment: IVR (Axxium)
plug-ins Perl scripting for incoming emails agenTel client SDK COM
interface Custom toolbar HTML agenTel server SDK Custom statistics
Custom wallboard Dynamic campaigns January 201049agenTel 6.2
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NOTES January 201050agenTel 6.2
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Auto updates agenTel client software is updated automatically
Applies to Agent Client, Reporting Client and Administration Client
User gets notification of availability of new version User can
postpone update January 201051agenTel 6.2
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Licensing scheme agenTel uses a concurrent licensing model
(i.e. a license is consumed if and when the user is logged on)
except for the IVR ports Available licenses and options in agenTel
6.2: agenTel 6.2 port agenTel 6.2 OfficeClient each license in the
below list requires an OfficeClient license includes direct
(personal) fax agenTel 6.2 inbound agenTel 6.2 outbound (campaigns)
agenTel 6.2 fax (routing) agenTel 6.2 email agenTel 6.2 recording
(is equal to the nbr of OfficeClients) January 201052agenTel
6.2
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System requirements What you need to run agenTel 6.2: Computer
running MS OS for the agenTel server software Computers running MS
OS for the agenTel client software (IP-) PBX 3rd party TAPI driver
Telephony board (e.g. Dialogic); supporting fax if customer wants
to send/receive faxes VoIP middleware (e.g. XCAPI); same remark
regarding fax SMTP and POP3 or IMAP4 server if customer wants to
send/receive emails Refer to www.voxtron.com/requirements for a
detailed list of all requirements January 201053agenTel 6.2