Clearspan® Product Overview R19
Aastra – 2740-007
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
Page 61 of 93
Time and Schedule-based Routing
– Inbound calls are routed to alternate destinations
during non-business hours and holidays.
Conditional Routing
–
Calls can be rerouted based on various conditions, such as
bounced calls, stranded calls, calls that have waited too long, and calls that reach a call
center with an excessive number of queued calls.
Temporary Forced Routing
–
Calls can be automatically rerouted to alternate locations
due to a temporary condition in the call center.
Outbound Calling
–
Outbound calls from agents can be associated with a call center, to
support outbound dialing campaigns.
Agent and Supervisor Clients
–
Intuitive interface provides greater agent productivity
and management oversight.
Dashboard
–
Real-time monitoring of agents and queues tracks current state and current
performance of agents and queues.
Reporting
–
Real-time and historical reports track key performance indicators (KPIs).
Users have capability to schedule reports and system providers have the ability to
customize reports.
Extension Mobility using Clearspan Remote Office or Clearspan Anywhere
–
Agents
can receive or make calls from remote locations (home, alternate location) or their mobile
device.
Shared Workstations using Clearspan Hoteling
–
Agents can easily log in at a shared
workstation and/or phone while maintaining their user settings.
Unified Messaging for Voice, Video, and Fax
–
Clearspan Unified Messaging can be
used with a call center supporting voice messages, video messages, and fax messages,
with the message forwarding to an e-mail address or alias.
Conferencing
–
Agents can quickly escalate calls to a supervisor or engage other subject
matter experts within the organization using the integrated Clearspan Conferencing
services.
4.2.6.2
Clearspan Call Center interfaces
The Clearspan Call Center solution provides agent and supervisor users with intuitive graphical
user interfaces (GUIs),
which facilitates the users’ ability to perform their respective tasks.
4.2.6.2.1
Clearspan Call Center Agent Users
The Clearspan Call Center Agent client provides users with a rich set of features designed to
support the needs of a call center Agent user including:
In-bound Call Information
- When an inbound call arrives, the Agent client has a
Global
Message Bar
that provides the user with the information about the call.
Active Call Management
- The client provides intuitive buttons for the common call
handling functions, such as answer, hold, transfer, conference, and end, plus the ability to
initiate outbound calls.
Set Availability States
- The client includes buttons and drop-down options to set
availability states, including
Available, Unavailable, Unavailable
Reasons
(lunch, training,
break, and so on),
Wrap-up
, and
Sign-in/Sign-out
.