OpenTouch Office Cloud Call Center Features

OpenTouch Office Cloud for SMB is the most flexible, feature-rich hosted voice service available for small business. Designed for easy installation, surefire operation and zero touch maintenance, OpenTouch Office Cloud for SMB addresses even the most stringent and unique use case requirements.

Call Center Office

Call Center Features

> Call characterization of incoming calls

— The calling number (CLI)

— The called number (DDI)

— The Automatic Attendant

> Agent selection for distribution of calls

— Longest idle time search

— Fixed search

— Rotating search

> Queue characteristics and management

— FIFO queueing

— Queue status announcement

— Queue size variable depending of logged agents

— Connection to voice guide

—Customer identification code

— Queue exit and forward to voice mail

— Queue exit and forward to another extension

— Queue guides downloading from PM5/OMC

— 2 thresholds for waiting time

> Group management

— Open/close group by the supervisor

— Automatic open/close group depending on calendar

— Enlarge open days & hours configuration

— Voice mailbox used for dissuasion, closure and exit from queue

— Overflow to an extension (internal, external) in dissuasion

— Overflow to an extension (internal, external) in closure

— Group priority

— Overflow from one group to another with timeout

> OmniTouch Call Center Office installation with MSI

Agent Features

> General features

— Login/Logoff on set

— 4 states (ready, pause, wrap-up and off-duty)

— Status modification with the phone sets

— Assignment possible to several groups

— Automatic pause between 2 calls

— Maximum ringing time for transfer to agent before withdraw

— Display of group name

> Agent Application

— Access with password protection

— Free sitting

— Call classification

— Group assignment modification

— Visualization of agent activity

— Agent classification summary

— Group indication

— Calling number indication

— Called number indication

— Visualization of waiting calls per group

— Indication of the waiting time in queue (2 thresholds)

— Conversation time

— Screen pop feature

— Click to call (free dialing, UDA, copy-paste)

— Visual Queue Control

— Automatic agent connection

Real Time Supervision

> Agent monitoring

— Agent activity monitoring

— Agent status

> Information for groups and queues

— Group status

— Answered calls in group

— Calls in dissuasion

— Calls in closure

— Calls in waiting queue

— Number of waiting calls depending of waiting time (2 thresholds)

— Click to Call report

— Group name

Statistics

> Compilation & archival

— History

— Period granularity by 1/2 h

— Period granularity by 1 h

— Statistics for a day

— Statistics for a month

— Statistics for a period

— Visualization of statistics by table

— Visualization of statistics in graphical mode

— Automatic printout of reports

> Statistics for the groups

— For one or several groups

— Group statistics in value

— Group statistics in percentage

— Number of call center incoming calls (total and %)

— Number of call center calls served (total and %)

— Number of call center calls in queue (total and %)

— Calls not answered before S1 seconds (total and %)

— Calls not answered before S2 seconds (total and %)

— Number of call center calls in dissuasion (total and %)

— Number of call center calls in closure (total and %)

— Number of call center calls abandoned (total and %)

— Number of call center calls in overflow to another group (total and %)

— Average duration of call center call served

— Average duration in queue for call center calls

— Average duration of ringing for call center calls

— Average duration in conversation for call center calls served

— Average duration in queue for call center abandoned calls

> Statistics for the agents

— For one or all agents, with selection of groups

— Number of call center calls with conversation

— Number of call center calls with no response

— Number of non call center incoming calls

— Number of non call center outgoing calls

— Number of “Ready” status

— Number of “Not ready” status

— Number of “Pause” status

— Number of “Wrap-up” status

— Average duration in conversation

— Average duration in ringing phase

— Average duration of non call center call

— Sum of busy time of the agent set

— Sum of call center calls

— Sum of busy time with non call center calls

— Sum of pause

— Sum of wrap-up

> Statistics for qualification of calls

— Global number of calls per qualification value

— Number of calls per qualification value for an agent

— Number of calls per qualification value for group

— Sum of duration of calls per qualification value

— Sum of duration of calls per qualification value for an agent

— Sum of duration of calls per qualification value for group

— Average duration of call per qualification value

> Export of statistics

Smart Call Routing (SCR)

> Client code, Caller ID (CLI), Called ID (DDI)  based routing

> Day & closing time planning + bank holidays (Exceptional Days)

> Route destination  (ACD, MLAA, External-Internal number)

> SCR call log (Via supervisor application)

Important: Feature availability in OpenTouch Office Cloud depends on basic or specific software licenses in addition to basic system hardware and resources. This page lists the features available in OpenTouch but does not provide detailed licensing information, restrictions and limitations.