Priority Call Queuing
This feature places calls to a station queue ahead of other calls based on priority level (1-9). The system com-
pares the Caller ID, or trunk ID to a preprogrammed table and assigns the call a corresponding priority that
places it in the appropriate position in the queue. This functionality is ideal when specific customers require
special treatment.
EMBEDDED REPORTING PACKAGE
The OfficeServ 7030 system provides some basic reports and statistics available to a supervisor using a dis-
play keyset. These features can be used in conjunction with, or independently of, the OfficeServ™ DataView
reporting and monitoring package.
Agent Statistics
UCD supervisor positions using a display keyset can monitor the number of agents in a group and how many
agents are currently logged in. Each station’s status can be reviewed for the number of calls answered and
the average call length for the day.
Call Statistics
UCD supervisor positions using a display keyset can monitor the number of calls in queue, the longest wait
time for calls currently in queue, the average wait time for the day, and the total number of calls answered for
the day.
Group Supervisors
Multiple supervisors can be assigned to each group and one station can be given supervisor status for mul-
tiple UCD groups. The group supervisor (using a display keyset) can log agents in and out of the group in real
time to help manage the workload.
Printed Reports
UCD supervisor positions using a display keyset may run printed reports to a customer-provided printer,
showing the data available from the supervisor displays. These reports can be run manually or scheduled to
run at specific intervals.
OFFICESERV DATAVIEW
For users who require more power than the embedded reports can provide, the web-based OfficeServ™
DataView CTI application can be used for enhanced reporting and monitoring functionality. See separate
DataView Literature for more details.
UCD Statistics
OfficeServ™ DataView provides over a dozen different historical reports to provide detailed statistics on call
volume and call times as well as agent activity. Also included is a detailed Abandoned Call list to define each
lost call to the UCD group.
UCD Monitoring
OfficeServ™ DataView provides several different monitoring interfaces that allow users to easily see live con-
nection status and port activity for UCD groups and agents.
Wallboard-Style Display Windows
OfficeServ™ DataView is equipped with a series of wallboard-style displays which allow quick and easy visi-
bility of live call status information about the group, such as longest wait time, calls in queue, agents busy,
4.7
Содержание OfficeServ 7030
Страница 75: ...SAMPLE CALLER ID 4 44 ...
Страница 76: ...SAMPLE UCD DISPLAYS 4 45 ...
Страница 86: ...4 55 4 6 SAMPLE SMDR PRINTOUT WITHOUT CALLER ID ...
Страница 87: ...4 56 4 7 SAMPLE SMDR PRINTOUT WITH CALLER ID ANI NUMBER ...
Страница 100: ......