LAKE Communications

Integrated Pocket Call Centre application

The IP - Link system is provided with an integrated Pocket Call Centre range of functions. These functions provide special call routing abilities for mini call centre environments where companies have requirements for small groups of employees to operate as specialist teams answering calls on related topics.

 

The Pocket Call Centre options on the system will typically be used in companies, which have a small group of people working together in for example;

• Tele-Sales
• Service Calls
• Reservations
• An Order Desk
• Multiple Receptionists

 

or in any situation where a group of employees need to operate effectively as a team handling calls of a similar nature in a Work Group.

 

The Pocket Call Centre elements of the system may be applied to specific groups and do not effect the services or features of the system that apply to all other extensions.

 

Pocket Call Centre features may be applied on up to 20 individual groups on the system and each group may have from 2 to 16 agents in the group. Agents may be active in one or multiple groups at any time.

 

• Incoming calls to the group of agents may be routed in from:
• A specific Line dedicated to the group (Published Number) [with Comfort Message]
• Transferred from another extension or Operator
• Queued from System Auto Attendant (requires optional Voice Mail Module)
• Direct Dial Numbers on ISDN Lines [with Comfort Message]

 

Call Rotation / Workload Balancing

Calls presented to a Pocket Call Centre Group may be distributed on the basis of Even Rotation where calls are presented evenly to all Agents in the group. Alternatively calls may be presented to the Longest Idle Agent which can ensure a more even workload across the group.

 

Agent Login / Logout

Agents can Login and Out of Groups freely, typically for start/end of shift and approved breaks.

 

Comfort Message

When a call is routed into the Pocket Call Centre from a dedicated number (either specific line with PSTN or DDI/MSN on ISDN) the Pocket Call Centre Application may provide a Comfort Message to info caller that there call is in a queue. The Comfort Message is provided from the System Courtesy Service

 

Peak Time Cover

Agents normally working in one group may Log in to other groups during peak times to provide additional assistance in a busy group. This feature allows Agents to provide cover during lunch periods or where particular groups carry a heavier load at specific times of the day.

 

Temporary Call Suspension / Report Time

At the end of a call an Agent will typically require a few minutes to complete actions from the call such as processing orders, writing up notes etc. The Agent may elect to temporarily restrict incoming calls during this time by activating the Do Not Disturb feature.

 

Call Waiting

Depending on the level of importance of calls processed by the Group you may elect to enable Call Waiting or disable the feature for each individual agent. Disabling Call Waiting for an Agent allows them to concentrate on the call in hand with reduced interruption’s ensuring higher service levels to the incoming caller. The Agent may also disable Call Waiting for a specific call if it is normally enabled.

 

Call Centre Overflow

Each Call Centre Group may have a “Divert on No Answer” diversion applied to it. This ensures that incoming callers are not kept on hold for prolonged periods. If the call is not answered within the programmed time period, the call will Overflow to the allocated location which may be another Call Centre Group, system extension or Group Voice Mail Box.

 

Last Agent Log-Out

While Agents can Log into and out of Call Centre groups freely, it is important that not all Agents log out and leave a group unattended. This is prevented through a restriction on the last Agent logging out of the group. When the last Agent logs out, the system will implement the Divert on Busy feature for the group.

 

If the Divert on Busy feature is not programmed on the group then when the last Agent tries to Log out of the group they are issued with a warning prompt and prevented from logging out. The Agent must then Divert the Group before they can log out. The Call Centre Group may be diverted to another Group, a specific extension, the Group Voice Mail Box or even to an external number or Cell Phone.

 

Call Queuing with Optional Voice Mail Module

When the system is fitted with the optional Voice Mail Module additional features are provided in addition to the option to create a Voice Mail Box for the Call Centre Group.

 

With the Voice Mail Module installed, the system may operate in Auto Attendant mode. This feature allows incoming callers to the main published number to be greeted with a pre-recorded announcement or a customised message.

 

This facility may be used to queue and route callers into specific Call Centre Groups without the need for the call to be handled through the operator. The custom message may be recorded in line with the Call Centre Groups established so that callers can locate the service they need. For example a typical message could be: “Thank you for calling, an operator will answer you call shortly, alternatively you may access the following services directly - dial 5 for Sales, dial 6 for Service, dial 7 for Transport or hold for the operator if the service you require has not been listed”

 

The call will then be router to the relevant Call Centre group when the customer selects the appropriate service. This reduces call congestion and workload on operators. If the Call Centre group being called is fully occupied on calls the call will be queued until the next available Agent becomes free.