Transcript Star2Star Communications

Star2Star Communications
StarCenter
An Innovative and Feature Rich
Call Center Solution
From Star2Star Communications
Star2Star Communications
StarCenter Key Features
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Agent login/logout
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Single soft key login on Polycom phones – (also available via Portal)
Agent “Away” / Unavailable state soft key on Polycom phones – (also available via Portal)
Advanced Ring Strategies
Multiple Action Keys
Flexible Announcements (4 Types)
Enhanced Queue/Agent Reporting
Queue Monitoring
Multi-Queue Monitor
Queue Specific MOH
Administrative Monitor/Barge In/Whisper
9 Levels of Failover
CallerID Routing
Inbound Call Recording
Star2Star Communications
StarCenter Lite Features
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This product acts exactly like our current full
StarCenter product, however with the following
exceptions:
 Not multi-location
 20-user limit across the customer
 No skills-based routing option
 No CallerID routing
Star2Star Communications
Star2Star Communications
StarCenter – Seamlessly Integrates Into The Existing Web Portal
Non StarCenter System
System with StarCenter
StarCenter is seamlessly integrated into the Star2Star Web
Portal making it easy to manage the powerful features.
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StarCenter – Creating / Editing Queue’s
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Queue Members - add queue
members from Available Agents list
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StarCenter – Creating / Editing Queue’s (contd)
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Internal Direct Dial - use to access the queue from a local phone
Display queue name? - to the Agent
Ring Strategy (6 available) – determine how calls will ring the queue
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Round Robin
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Skill Based
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Best Match
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Ring All
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Least Recent
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Random
Skills – set appropriate skill for Queue
Record Calls to this Queue? – call recording feature on/off
Exit When Empty – calls will be directed Failover Options if no Agents
logged in
Max on Hold – determine max # calls allowed on hold in the queue.
When parameter is exceeded calls are directed to Failover Options
Music on Hold Playlist - Queue specific Music / Message on Hold
Agent Timeout – determine how long each agents phone will ring for
Wrap-up Time – determine what period of time is allowed for agent
administrative tasks prior to receiving further calls. Use 0 if not
required
Missed Calls Logout – number of calls agent can miss prior to being
automatically logged out
Action Keys - set 0 – 9 action key options for callers
Message – record message on the fly or upload mp3 or wav file
Star2Star Communications
StarCenter – Creating / Editing Queue’s (contd)
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Position Announcement - system plays callers
position in queue
 Announce Frequency – how often the
system plays the announcement
Wait Time Announce - system plays callers
estimated wait time in queue
 Announce Frequency – how often the
system plays the announcement
Periodic Announce - upload custom
announcement i.e. remind callers about action
key options e.g. “Press 0 to leave a message”
 Announce Frequency – how often the
system plays the announcement
Hold Time Announce - system announces how
long the caller has been on hold to the agent
Star2Star Communications
StarCenter – Creating / Editing Queue’s (contd)
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Failover - set up to 9 levels of Failover (call
treatment) options. Determine timeout
between each option
Star2Star Communications
StarCenter – Creating / Editing Queue’s (contd)
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CallerID Routing - add CallerID’s to
provide specific call treatment based
upon that ID
Star2Star Communications
StarCenter – StarCenter Manager - Agents
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Select StarCenter Manager to Add / Edit / Delete Agents
Set Agent PIN
Select Skill and set Level as appropriate
Determine if Agent is allowed individual Queue Login
Set the call recording option if enabled on this system
Star2Star Communications
StarCenter – StarCenter Manager - Skills
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Existing Skills - add / edit skills
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StarCenter – StarCenter Manager - Overview
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Provides an overview of each queue
configured on the system including agents
and their associated skills
Monitor this queue – select this option to
display a near real time queue monitor
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StarCenter – StarCenter Manager - Monitor
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Queue Stats - provides key near real time metrics for each queue
Agent Status – Logged in agents display in green, ringing agents display in orange, agents busy on
a queue call display in red, agents in wrapup display in blue and logged off agents are grey, agents
in “Away” / Unavailable state display with parenthesis.
Star2Star Communications
StarCenter – StarCenter Manager – Multi-Q Monitor
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Multi-Queue Monitor - Is accessed via the main Phone System
Configuration menu (Admin Users), and via Individual Phone
Settings (for non Admin Users) i.e. Agents. Provides a near
real time view of queue activity
Star2Star Communications
StarCenter – Multi-Q Monitor
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Multi-Q Monitor - Displays a near real time browser view. Multiple queues can be selected and
saved as queue group views for future use.
QUEUE STATS – Display detailed call metrics for each queue selected.
AGENT STATUS - Logged in agents display in green, ringing agents display in orange, agents
busy on a queue call display in red (shows CallerID and Call Duration), agents busy on an
outbound call display in dark red, agents in wrapup display in blue logged off agents are grey,
agents in “Away” / Unavailable state display with parenthesis.
Star2Star Communications
StarCenter – Administrative Monitor / Barge in / Whisper
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Destinations - use the StarCenter Admin function to Monitor / Barge in / Whisper
on active agents
This function can be accessed via a menu that could be dialed from a phone in
any location providing the ability the coach / train and monitor agents remotely
Star2Star Communications
StarCenter – Reports
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Use the Web Portal REPORTS option to access historical reports
Select the Queues tab and select the Queue required
QUEUE SUMMARY, AGENT SUMMARY and STARCENTER CALL DETAIL (file export to
.CSV using MS Excel available)
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StarCenter – Reports (contd)
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AGENT DETAIL REPORT available using the drill down feature
SUMMARY (file export to .CSV using MS Excel available)
in the AGENT
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StarCenter – Inbound Call Recording
Click the StarCenter Recordings link to display the StarCenter Recording
selection menu. Search by Queue, Agent, Start Date, End Date, CallerID,
Duration.
Star2Star Communications
StarCenter – Inbound Call Recording
Click
to display StarCenter Recordings that match your search criteria.
All relevant records are displayed line by line showing the Queue, Agent, CallerID,
Timestamp, Duration and options to Play | Download | Delete
Enter search criteria as
required then click
. The
search results are listed line
by line. (See example below)
Star2Star Communications
StarCenter
An Innovative and Feature Rich
Call Center Solution
From Star2Star Communications