Specifications

3000sb8.fm
P31003-H3560-X100-1-7618, 09/05
HiPath 3000/5000 V6.0, System Description
8-13
For internal use only
Applications
HiPath ProCenter Office V1.3
The remote agent logs onto the system by telephone and can specify his or her status by en-
tering a code (DTMF tone dialing).
LAN access is required for using a client PC.
Supervisor/administrator
The supervisor or administrator logs onto the system and is automatically assigned his or her
predefined rights. The user interface can be customized.
The information provided about agents, groups, reporting, queues, service level, and alarm
messages allows the supervisor or administrator to play an active role in call center communi-
cation processes.
Queues
Integrated queues are used for initial, interim, or final announcements. The supervisor/admin-
istrator can modify queue sizes and announcements.
Wallboard
ACD information is displayed in real time on the wallboards. This gives the user a group-spe-
cific overview, for example, of queued calls, service level, and available agents.
Security
User identification prevents unauthorized persons from accessing corporate HiPath ProCenter
Office data. Special measures are needed for additional security mechanisms, such as, a fire-
wall within a customer LAN.
Unified Messaging
This functionality is implemented in combination with HiPath Xpressions V3.0 (Step 2).
HiPath ProCenter Office offers ACD users
voicemail, faxmail, e-mail and SMS messaging functions.
Inbound messages are distributed to agents or agent groups on the basis of defined priorities
and volumes. Unified Messaging is operated via a separate messaging client and, in the case
of voicemail, a telephone operation function.
An option is available for embedding the messaging functions in MS Outlook® or Lotus Notes.
Technical specifications
● Connection of HiPath ProCenter
Office V1.3 to HiPath 35x0, 37x0 version 3.0 or later