CommsOffice. Innovative call management software

Transcription

1 CommsOffice Innovative ca management software

2 Innovative ca management software After saaries, overa communication costs are the argest singe office expense. These costs are usuay unmanaged, increasing and out of contro. CommsOffice, from CommSoft RMS, is a teephony management and reporting soution that gives companies the abiity to track and contro teephone usage throughout their organisation. Extensions, trunks, groups of extensions and departments can be monitored and reported on, heping you to make accurate decisions about requirements for your business. The probem You want to monitor the performance of your teephone system, anayse trends, ca costs, staffing eves and productivity. The soution CommsOffice an innovative ca management soution which gives you a wide range of reports and a Today screen view of teephony activity in your organisation. CommsOffice gives you the power to take compete contro of your ca performance and not ony aows you to monitor how your system is being used, but aso how cost-effective it is for your business. The software can anayse the data it takes from your business systems reviewing individua departments, ines, extensions and every ca. Cas by Extension Detai Report Today Charts and Statistics With CommsOffice, you can imit costs and optimise the performance of your teephone system by: Anaysing the most expensive cas Monitoring eves of incoming and outgoing cas Checking how quicky the phone is being answered Making sure cas are not being missed Identifying abuse or misuse of the teephone Ensuring sufficient teephone cover is provided at peak times Improving customer service via the teephone Setting up cost centres to make departments responsibe for their teephone cas Managing saes teams responsibe for outgoing cas Supervising support teams responsibe for incoming cas Viewing data remotey from a password protected internet or intranet site

3 CommsOffice CommsOffice is intuitive, menu driven with drag and drop functionaity and has many features, incuding: Rea time ca capturing and reporting Spit database across mutipe machines for arge instaations Unimited workstation instaations at no extra cost Interface Easy to use, famiiar MS Outook ook and fee Compatibiity Compatibe with a makes and modes of teephone system incuding Panasonic, Avaya, Cisco, Inter Te, Mite, Norte, Samsung, Siemens, ShoreTe, Swyx, Toshiba and many others. Reporting: Today Site Chart Zoom View Some basics: Account codes Add phone numbers associated with account codes for further tracking Authorisation codes and PIN numbers supported Ca ID (if switch enabed) DDI/DID numbers Hunt groups supported Raw ca data is zipped each night for economica storage Emergency services ca monitoring and aarm notification Ca ogging runs as a service Data is captured via RS232, IP or database connection MS SQL database Muti-site configuration Muti-user with security by user or group eve Mutipe organisations of departments within on site instaation Customise and/or edit standard reports and save for future use Report scheduer Report scheduer runs as a service Report to screen, e-mai, fie or printer Web reporting Aarms customisabe by user Aarm notification sent via e-mai, user, computer, or printer Auto updates via internet (if you have maintenance contract) Ca utiities incuding import, deete, move of ca data and re cost of data Error ogs sent via e-mai to support department Rates management Upift ca cost by extension, trunk or department Peak Ca Times Report Network/connectivity: Standard ca reports Other features: Auto discovery of extensions, trunks, PIN numbers, account codes Scaabiity: Today Screen with Pie Chart Easy upgrade paths to CommsOffice Pro, Enterprise or Voice

4 CommsOffice is a moduar range designed to grow with your business CommSoft offer easy upgrade paths to CommsOffice Pro, Enterprise and Voice pus new CTI, PA Operator Consoe modues avaiabe. CommsOffice Pro features incude: Waboard view by agent, group or queue Scroing ticker tape view that scros across your screen no matter what appication you are working in ACD aarms highight visuay or by audio when ca queues get too ong or that highight abandoned cas Simpe Report Configuration ACD reports.and more CommsOffice Enterprise a of the features of CommsOffice but with additiona data monitoring features: Internet traffic monitoring Bandwidth usage E-mai traffic to highight business and persona e-mais Most visited web sites ACD Monitor Waboard Screen* Largest downoads and more For further information or a demonstration, pease contact your CommsOffice reseer. *avaiabe with CommsOffice Enterprise and CommsOffice Professiona. Minimum System Requirements Windows 2000 Pentium IV 2GB free on hard drive 1GB RAM USB and CD ROM Internet connection for product updates and maintenance RS232 seria port & cabe connected between your PBX and the computer that wi be ogging cas (if the PBX is not IP addressabe) Computers wi require NIC (Network Interface Cards) if the products are to be used over a network

5 CommsOffice v7.000 Features CommsOffice Network/Connectivity: Ca ogging runs as a service Data captured via RS232, IP or Database connection MS SQL Database Muti Site configuration Muti user with security by user or group eve Mutipe organizations and departments within one site instaation Rea time ca capturing and reporting Spit database across mutipe machines (arge instaations) Unimited Workstation Instaations (no additiona charge) Some Basics: Account codes - forced or simuated (un-forced) Add phone numbers associated with account codes for further tracking Authorization codes and PIN numbers supported Auto discovery of extensions, trunks, pin numbers, acct codes Caer ID (if switch enabed) DDI/DID Numbers Hunt groups supported Raw ca data is zipped each night for economica storage 911/Emergency ca monitoring and aarm notification Persona Assistant: Contact List dispayed by site with type of contact seectabe Status dispay of staff/agent by coor and icon Bubbe hint shows on ca, CLI, time of ca and duration User abe to change status Management option to hide particuar staff from the contact ist Interna chat server with onine/offine status Centra recording of a chat sessions incuding chat contents Transfer fies via chat session Message system incuding in-house message center and/or e-mai Fast view of staff phone cas, messages and recordings (with VR ony) CTI Integration (Avaiabe in a products an additiona icense/modue is required): Make outbound ca from history, keypad or CRM Pace ca on hod, retrieve and terminate Answer inbound cas with screen pop Answer inbound ca with Outook contacts screen pop Set extension to divert after "N" rings to interna or externa number Set extension to DND (Do Not Disturb) Transfer ca via announced or bind transfer Voice Recorder: Extension or trunk based recording avaiabe Recordings can be either birth to death or voice activated Listen in feature at beginning of ca or any other time during recording Recordings can be e-maied or saved to disk Search for recordings by date, time, duration, channe, extension, notes Search for recordings by person, ca stye, phone number (whoe or partia) Recordings are 128 bit encrypted in one concise fie Seectivey disabe recording on trunks or extensions Bock phone numbers (stop viewing records & istening to recordings) Recordings may be fagged as 'at risk' Professiona Enterprise Voice

6 CommsOffice v7.000 Features Voice Recorder (continued) User defined criteria and tests for ca grading Appication of tests and/or notes to recordings Grade recordings historicay or at time of ca Rea time channe dispay with CLI, duration and user ID Reporting: Ad-hoc report buider Canned (pre-defined) ca reports Canned (pre-defined) network reports Customise and/or edit canned (pre-defined) reports and save for future use Report scheduer Report scheduer runs as a service Report to screen, e-mai, fie or printer Web reporting Network: Aarms customizabe by the user Aarm notifications sent via e-mai, user, computer, printer or text message Auto discovery of domain users and computers Auto updates via internet (with maintenance contract) Ca utiities incuding import, deete, move of ca data and recost data Error ogs sent via e-mai to support department Network monitoring reports avaiabe (w/custom insta using sniffer) Rates Management Upift ca cost by extension, trunk, department ACD (Automatic Ca Distribution): ACD Aarms avaiabe (visua and/or audibe) ACD Graphs by agent, group or queue ACD Interactive functions (ca in progress detais) ACD Live statistics Auto Attendant statistics incuding overfow ACD Waboards choice of 26 statistics to dispay ACD List View choice of 26 summary statistics items ACD Logger runs as a Service ACD Reports avaiabe ACD Ticker Tape avaiabe externay for supervisor monitoring ACD Ticker Tape aso avaiabe internay ACD Ticker Tape for mutipe agents, groups, queues or combination ACD Waboard view by agent, group and/or queue Biing: Biing section with invoice generation (printed or via pdf attachment) Biing may be based on extension, cient, room and/or acct code Bi customers/cients for phone usage Bi customers/cients for once-off and recurring charges (great for awyers) Bi singe cient or by buk biing Create customized pans and charges for cients Charges can be debit or credit Charges can be set to activate or de-activate by date Create debits, credits and/or account journa entries CommsOffice Professiona Enterprise Voice

7 Speak with us about the CommSoft RMS products range: CommsOffice CommsOffice Professiona CommsOffice Enterprise CommsOffice Voice CommsOffice Consoe CommsOffice CTI UK, Europe & Midde East CommSoft RMS Limited Te: +44 (0) De Montfort House, 7 Enterprise Way, Vae Business Park, Evesham, Worcestershire WR11 1GU USA, Canada New Zeaand, Austraia & Asia Pacific CommSoft RMS LLC Te: Maggie Run Lane, Fuquay Varina, NC 27526, USA