User manual

MX-ONE SYSTEM DESCRIPTION
30 21/1551-ASP 113 01 Uen N2 2014-01-28
Figure 9: Interference with other media
• A new type of outbound campaigns has been added: Progressive
campaigns. Progressive campaigns consist in dialing numbers automat-
ically before reserving an agent. This saves precious time for agents
who don’t need to cope anymore with unanswered or busy calls
anymore.
• The outbound Campaign module has also been completely
renewed in order to offer more customization possibilities and
better management flexibility.
• The callback module has also been renewed in order to not require
Internet Suite any-more. It allows callers waiting on-hook, either
while keeping their position in the queue (an agent will call them
back when it’s their turn) or at a scheduled date/time. It is also
possible to request a callback from a web page or from any
third-party application.
• The new Scheduler replaces the former eScheduler. It consists in
a Web portal that allows contact center managers changing in
real-time the configuration of their IVR: opening hours, holidays,
avalanche messages etc.
Figure 10:Scheduler
• Script Manager becomes VoiceXML compliant. VoiceXML is a
standard that allows the IVR logic to be delegated to an external
application. The main benefit of VoiceXML is the portability of IVR
applications: a company having developed its IVR in VoiceXML can