What's new in agenTel 6.2 - BEIA TELECOM

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Oct 30, 2013 (3 years and 9 months ago)

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What’s new in agenTel 6.2

December 2009

The Voxtron Factory

Agenda


What’s new in agenTel 6.2


Corporate image


Recording


Simultaneous contacts


Manual routing


Windows 2008 and SQL Server 2008 support


3
-
Party
-
conference


DTMF Dialpad

December 2009

2

What's new in agenTel 6.2

Agenda


What’s new in agenTel 6.2


Duplication of users


Duplication of reports


Parsing of Cc address in EMR


Non fading pop
-
ups


EMR supports Perl libs


URL properties


Deliverables


agenTel support

December 2009

3

What's new in agenTel 6.2

Corporate Image


Introduction of new Voxtron logo and corporate design


Updated manuals according to new corporate templates

December 2009

4

What's new in agenTel 6.2

Recording


Recording on incoming trunks (ISDN, Analog and VoIP)


Integrated in the contact center


Search recordings in the Recording Center based on (amongst
others)


Number information


Agent information


Skills


Timing information


3rd party hardware (analog, BRI, PRI) or 3rd party software (VoIP)
required

December 2009

5

What's new in agenTel 6.2

Recording Center

December 2009

6

What's new in agenTel 6.2

Recording (architecture)

December 2009

7

What's new in agenTel 6.2

Recording


A more detailed description of this recording feature is available


on the partner website (Commercial Support Center >
Product Related > Feature Descriptions > Voice Recording)


on simple request

December 2009

8

What's new in agenTel 6.2

Simultaneous contacts


An agent can handle more than one contact simultaneously


Which contacts, how many, and who can get them, is defined via:


a set of rules in the administration client’s “Advanced routing”


the settings of an agent in the administration client’s User Data
Settings “Interactions”

December 2009

9

What's new in agenTel 6.2

Simultaneous contacts

December 2009

10

What's new in agenTel 6.2

Manual routing


Idea is to allow agents to pick contacts from a waiting queue,
instead of routing them automatically


The decision on whether a contact should not be routed
automatically (during a defined period), is made in the Axxium flow


New parameters when putting a contact in waiting are


Manual routing “yes” or “no”


Time
-
out after which manual routing expires


As long as the time
-
out did not expire, the contact is marked in
blue in the waiting monitor and an agent should pick the contact
(by right
-
clicking the contact and select “Assign to me”)


If the time
-
out expires, the contact will automatically be routed

December 2009

11

What's new in agenTel 6.2

Manual routing

December 2009

12

What's new in agenTel 6.2

Windows 2008 and SQL Server 2008 support


Windows 2008 is supported


32 and 64 bit


Windows 2003 support remains (excluding 64 bit)


SQL Server 2008 (and 2005) is supported


32 and 64 bit


On the DVD, SQL Server Express 2008 is provided


The clients do not run on Windows 7

December 2009

13

What's new in agenTel 6.2

SQL Server 2008 express edition does not contain SQL Server agent
service that is needed for scheduled tasks. As such, when using SQL
Server 2008 Express, scheduled statistics will not be available !

3
-
Party
-
conference


TAPI conference via Active TAPI Toolbar


Enabled/disabled in Configuration Center


Activate


by using the icon in the Active TAPI Toolbar


by using the corresponding Function Key



December 2009

14

What's new in agenTel 6.2

DTMF Dialpad


In agenTel 6.2, the DTMF Dialpad remains available after
establishing a call


It allows the user to enter DTMFs during a call (e.g. to make
choices in an IVR menu)

December 2009

15

What's new in agenTel 6.2

Duplication of users


Refer to the Administration Center


Fast and easy duplication of users with their accompanying skills,
permissions, interactions, groups and settings regarding monitors
and direct faxes


Only personal data has to be added

December 2009

16

What's new in agenTel 6.2

Duplication of reports


Refer to the Statistics Client


Fast and easy duplication of reports with their accompanying
settings

December 2009

17

What's new in agenTel 6.2

Parsing of Cc address in EMR


From version 6.2 onwards you can route incoming emails based on
the Cc address








Other e
-
mail message fields on which you can base your routing
strategy:


To address


From address


Subject


Body

December 2009

18

What's new in agenTel 6.2

Non fading pop
-
ups


Gain some operational time by disabling the “Show fade animations
for pop
-
ups” in the Options section of the Tools menu (Client
interface)

December 2009

19

What's new in agenTel 6.2

EMR supports Perl libs


E
-
mail Routing (EMR) Service already supports Perl scripts


In 6.2 the support for Perl libs was added


“Perl libs” refers to a very broad set of Perl scripts in different
application areas (e.g. SMTP, databases, web services, ...)


By making these Perl libs available, the EMR can trigger all kinds of
different events


Example application: send an auto
-
reply message upon receival of
a new email

December 2009

20

What's new in agenTel 6.2

URL properties


Add a URL property to an IVR call, VPC call or email


The URL is linked to the contact and will be available for the agent
in his/her pop
-
up and client interface


By clicking the link, the agent browses to a specific


contact
related
-

page


December 2009

21

What's new in agenTel 6.2

Deliverables


Full DVD


Includes SQL Server 2008 Express (successor of MSDE)


Remember that “scheduled statistics” are not available when
using SQL Express!


Upgrading from agenTel 6.1


Upgrade package availabe


Free of charge


except for the paying option “recording”


Upgrading from agenTel 6.0


No upgrade package available (first move to 6.1)


Free of charge or payable depending on whether there exists a
support agreement or not

December 2009

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What's new in agenTel 6.2

agenTel support


6.1 versions should be upgraded to 6.2


Support will be given on versions 6.2 and 6.0


Bug
-
fixes will only be done in 6.2

December 2009

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What's new in agenTel 6.2