Specifications

Applications For internal use only
P31003-H3560-X100-1-7618, 09/05
8-12 HiPath 3000/5000 V6.0, System Description
3000sb8.fm
HiPath ProCenter Office V1.3
8.6 HiPath ProCenter Office V1.3
HiPath ProCenter Office V1.3 is a standardized solution for call centers in small and medium-
sized companies. All communication processes can be individually customized and optimized
for corporate workflows.
HiPath ProCenter Office comes with all the necessary interfaces for integration in the custom-
er’s existing EDP environment. This means that callers can be identified, for example, on the
basis of their call number and customer-specific data can be displayed on the call center work-
station’s monitor.
Features
Call distribution
HiPath ProCenter Office offers both group-based and skill-based routing (optional). Both rout-
ing mechanisms can also be combined with classical distribution list criteria (linear, cyclical,
longest-idle, time-based).
CTI/outbound/campaigns
Specific interfaces are available for CTI functions:
● Tray bar displays information on the status of the other agent.
● Tray phone shows a history window with an overview of inbound and outbound calls.
Both interfaces can be used for dialing operations.
CTI platforms, such as, the DDE interface and TAPI First-Party driver, are available for integra-
tion in the EDP environment as well as for corporate processes. These platforms support caller
identification based on the call number and customer-specific data display on the call center
workstation’s monitor (for example, screen pop-up with customer history).
Campaigns can still be planned and performed via the supervisors and the agents. Campaigns
are allocated in accordance with predefined criteria and priorities.
Outbound/dialing functions are available for performing telephone campaigns. Dialing lists can
be used to perform customer queries at scheduled times, for example, and to draw conclusions
about lost calls.
Agent workstation
Agents have two tools at their disposal: The telephone and the PC. The telephone, preferably
optiPoint 400/500 with display, is used for voice connections and shows the agent status, group
assignments, waiting calls, and the call status. optiClient 130 V2.0 or later and analog devices
are also supported.