Service manual

OpenScape Business V1
Sales Information Page 24 04.06.2013
myPortal for OpenStage
With myPortal for OpenStage, users of OpenStage 60/80 phones can access voicemail and
presence functions.
1.3.4 Multimedia Contact Center to Improve Availability and Customer Service S2
The Contact Center is a powerful solution for the optimal distribution and handling of incoming
calls, faxes and e-mails. Intelligent, skills-based routing ensures that callers are always
connected to the most qualified agent, regardless of the contact medium. A number of convenient
functions for handling and wrapping up calls, faxes and e-mails are offered to the Contact Center
agents via the myAgent application. myReports provides a number of report templates for
analyzing the Contact Center operations.
The Multimedia Contact Center is fully integrated in the UC Suite software. It includes all required
software components. The Contact Center functions themselves are released through licenses.
The Contact Center uses the resources of the communication system such as queues for
incoming calls and unified communication functions to record and play back announcements.
The central software component of the Contact Center controls all routing functions for incoming
calls, faxes, and e-mails and also controls the LAN-connected PC workplaces of agents and
wallboard displays.
On the PC workplaces of agents, the myAgent application is installed. The myReports application
can be optionally installed to generate and send reports. The required software can be
downloaded directly from the download area of the communication system and installed on the
client PC.
The WBM is used to set up the Contact Center basic functions, schedules, distribution rules as
well as the agents. The settings for the daily operation of the Contact Center such as the
assignment of agents to queues, for example, can also be made directly via myAgent.
To increase availability, the internal call distribution UCD is available as an alternative in the
event of problems. The UCD distribution rules for emergencies must be taken into account when
setting up UCD groups within the framework of the initial setup of the Contact Center.
1.3.4.1 Intelligent Call Distribution
The integrated Multimedia Contact Center of OpenScape Business allows you to improve your
customer service and thus the satisfaction of your customers. Thanks to the intelligent distribution
of calls, your customers are served quickly and efficiently and always connected to the
appropriate staff. Apart from the call distribution, you can also offer your customers the alternative
option to establish contact by fax and/or an e-mail. As with calls, the queries using these media
are always routed automatically to the correct employee. If all the staff are busy, callers can also
leave voicemails. Your employees can then call them back, so no potential orders are lost.
1.3.4.2 Flexible Queue Options
With the individual queues options, your customers are forwarded to the appropriate employee as
soon as possible. For example, when all your employees (agents) are busy on the phone, an
individual announcement can be played back to the customer, or the customer can be optionally
forwarded to members of other service groups. To reduce the waiting time, customers can