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Lync features for Call center

    Question

  • Dear friends ..

    i can tell you this gonna be very long .. actually am not a lync guy and i am asked to propose this to one of the client who has a call center requirement and i am evaluating this with CIsco CUCM .. as we want him to use lync but first i need to check if lync can give all the feature or do i need to stick to Cisco only.. features are listed below . please advice if this is native lync feature.. or do i need seperate module .. apart from lync to do some things which are listed below .. or may be mark if some cant be done or how it can be done ... please see the below list...

    Features
    Welcome annoncement from Interactive Voice Response  or pre answer message
    Automatic recall activation of  hang up calls
    Strategic definition for overflow by DID
    Opening planning  and personalised public holiday by DID
    Call queuing
    Distribution of incoming calls by agent skill group
    Call recording per campaign
    Management of sound files and record conversations
    Administrator of file : play sound file , sound recording file, ivr.
    Manual calls
    Voicemail
    Closing hours message
    Automatic transfer of calls to other DID in case agents are not logged in
    Definition of agent skill group by  did
    IVR
    Personnalised  voice messages by DID number
    Automatic call back parameters of lost calls  
    Incoming calls routing by competence and by agent profile
    Processing overflow by automatic call back, voicemail transfer or  IVR
    Agents profile allocation
    Allocation of agent competencies
    Define agent groups
    Distribution of inbound calls on competent agent
    Rights management on agent or agent group
    Caller's call history display
    Call Back management with fixed time and date
    Call waiting with personalized music per campaign
    Caller's line identification
    Call qualification
    Personalised pause status qualification
    Call Transfer with conference
    Call transfer direct
    On-wait call visualisation
    Call recording
    Online fax,e-mail and sms sending
    Inter-agent call transfer
    Access to agent status (On call, on wait, on input or on break)
    Access to call file status
    Control panel for all ACD queue  
    Unified supervision screen
    Call recording for quality revision
    Voice interaction with supervisor
    Call back quotas parameter by time and date
    Production statistics per campaign and agent
    Remote supervision by phone using access code
    Local supervision
    Supervision on group of agents, per campaign and interaction type (inbound,outbound,email etc)
    Display by site,supervisor,queue,campaign,agent and media
    Multiple window supervision screen
    Alert management on supervision data
    Graphic display (histograms - sectors)
    Voice messages and recorded conversations management (built-in player)
    List of conversation per agent and campaigns
    supervision of customer traffic on IVRS
    Manual calls
    Call qualification distribution per agent
    Qualifications per agent
    Lost call rate
    Average speed of answer
    QS
    Calls qualification
    Qualifications per agent
    Agents overview
    Agents overview by date
    State distribution of agents
    Distribution of breaks by agent
    Production per agent
    Extraction in pdf and excel format

    Thanks for reading this long list and time .. please advice which can be done which cant be .. or may be partially .. and do i need a domain or exchange or both ...



    Thanks
    Happiness Always
    Jatin


    • Edited by 'Jatin' Thursday, February 23, 2012 12:16 PM
    Thursday, February 23, 2012 12:16 PM

Answers

  • Hi.

    hope this helps..

    Welcome annoncement from Interactive Voice Response  or pre answer message   Yes
    Automatic recall activation of  hang up calls  No
    Strategic definition for overflow by DID  No. But there are some overflow options available
    Opening planning  and personalised public holiday by DID No
    Call queuing Yes
    Distribution of incoming calls by agent skill group Skill based routing is not available
    Call recording per campaign No. But agents have the option to innitiate recording in client end
    Management of sound files and record conversations Yes. again from the client side
    Administrator of file : play sound file , sound recording file, ivr. Yes
    Manual calls Yes
    Voicemail Yes. with UM integration.
    Closing hours message Yes
    Automatic transfer of calls to other DID in case agents are not logged in Yes
    Definition of agent skill group by  did No
    IVR Yes. up to 4 layers
    Personnalised  voice messages by DID number No
    Automatic call back parameters of lost calls  No
    Incoming calls routing by competence and by agent profile No
    Processing overflow by automatic call back, voicemail transfer or  IVR  Call back option not available for overflow
    Agents profile allocation Agents can be configured as anonimus and fixed
    Allocation of agent competencies No
    Define agent groups Yes
    Distribution of inbound calls on competent agent No
    Rights management on agent or agent group Yes. RBAC
    Caller's call history display Yes. with Monitoring reports deployed
    Call Back management with fixed time and date  No
    Call waiting with personalized music per campaign Waiting music will be fixed for the whole IVR
    Caller's line identification Yes
    Call qualification No
    Personalised pause status qualification No
    Call Transfer with conference Yes
    Call transfer direct Yes
    On-wait call visualisation No
    Call recording Recording on client side on demand
    Online fax,e-mail and sms sending No. Multimedia not supported
    Inter-agent call transfer Yes
    Access to agent status (On call, on wait, on input or on break) Yes
    Access to call file status No
    Control panel for all ACD queue Yes 
    Unified supervision screen No.
    Call recording for quality revision Again, on demand
    Voice interaction with supervisor  There's no such role as "supervisor" available. You can use RGSAgent Live for this. but it's not a supervisor meterial.
    Call back quotas parameter by time and date No
    Production statistics per campaign and agent No
    Remote supervision by phone using access code No
    Local supervision No
    Supervision on group of agents, per campaign and interaction type (inbound,outbound,email etc) No
    Display by site,supervisor,queue,campaign,agent and media No
    Multiple window supervision screen No
    Alert management on supervision data No
    Graphic display (histograms - sectors) No
    Voice messages and recorded conversations management (built-in player) No
    List of conversation per agent and campaigns No
    supervision of customer traffic on IVRS No
    Manual calls Yes
    Call qualification distribution per agent No
    Qualifications per agent No
    Lost call rate No
    Average speed of answer No
    QS No
    Calls qualification No
    Qualifications per agent No
    Agents overview No
    Agents overview by date No
    State distribution of agents No
    Distribution of breaks by agent No
    Production per agent No
    Extraction in pdf and excel format Yes

    Finally as Microsoft says, Lync is not a call center product. and for the time being your better off with ASPECT or IPCC or AVAYA.


    Thamara. MCTS, MCITP Ent Admin, Specialized in U.C Voice OCS 2007 R2 Z-Hire -- Automate IT Account creation process ( AD / Exchange / Lync )

    Sunday, February 26, 2012 8:00 AM

All replies

  • A lot of the functionality requirements you've listed can be provided natively by Lync, especially by the Response Group feature set, however there are some that will require a 3rd party application.

    Features you've listed like Call qualification distribution per agent, Supervision on group of agents, per campaign and interaction type (inbound,outbound,email etc), Control panel for all ACD queue, etc are a bit more advanced than what Response Groups can provide natively. IVR solutions from vendors like Altigen, Zeacom and Aspect integrate with Lync to provide all the heavy duty IVR/call centre functionality you've listed there however.


    Justin Morris | Consultant | Modality Systems
    Lync Blog - www.justin-morris.net
    Twitter: @justimorris
    If this post has been useful please click the green arrow to the left or click "Propose as answer"

    Thursday, February 23, 2012 12:44 PM
  • Thanks justin .. for this good reply .. can you please do me a favor .. can on my reply above .. u can just copy paste the list and just write in front of that what can offer by lync and which module ... and if there is something which can not be offered by lync .. if you can write that also plus the third party vendor who supprts the same... and any idea if Cisco Cucm (Call manager) supports lync integration ... dont think it is ..

    thanks for the time and help



    Thanks
    Happiness Always
    Jatin


    • Edited by 'Jatin' Thursday, February 23, 2012 3:39 PM
    Thursday, February 23, 2012 3:39 PM
  • Hi.

    hope this helps..

    Welcome annoncement from Interactive Voice Response  or pre answer message   Yes
    Automatic recall activation of  hang up calls  No
    Strategic definition for overflow by DID  No. But there are some overflow options available
    Opening planning  and personalised public holiday by DID No
    Call queuing Yes
    Distribution of incoming calls by agent skill group Skill based routing is not available
    Call recording per campaign No. But agents have the option to innitiate recording in client end
    Management of sound files and record conversations Yes. again from the client side
    Administrator of file : play sound file , sound recording file, ivr. Yes
    Manual calls Yes
    Voicemail Yes. with UM integration.
    Closing hours message Yes
    Automatic transfer of calls to other DID in case agents are not logged in Yes
    Definition of agent skill group by  did No
    IVR Yes. up to 4 layers
    Personnalised  voice messages by DID number No
    Automatic call back parameters of lost calls  No
    Incoming calls routing by competence and by agent profile No
    Processing overflow by automatic call back, voicemail transfer or  IVR  Call back option not available for overflow
    Agents profile allocation Agents can be configured as anonimus and fixed
    Allocation of agent competencies No
    Define agent groups Yes
    Distribution of inbound calls on competent agent No
    Rights management on agent or agent group Yes. RBAC
    Caller's call history display Yes. with Monitoring reports deployed
    Call Back management with fixed time and date  No
    Call waiting with personalized music per campaign Waiting music will be fixed for the whole IVR
    Caller's line identification Yes
    Call qualification No
    Personalised pause status qualification No
    Call Transfer with conference Yes
    Call transfer direct Yes
    On-wait call visualisation No
    Call recording Recording on client side on demand
    Online fax,e-mail and sms sending No. Multimedia not supported
    Inter-agent call transfer Yes
    Access to agent status (On call, on wait, on input or on break) Yes
    Access to call file status No
    Control panel for all ACD queue Yes 
    Unified supervision screen No.
    Call recording for quality revision Again, on demand
    Voice interaction with supervisor  There's no such role as "supervisor" available. You can use RGSAgent Live for this. but it's not a supervisor meterial.
    Call back quotas parameter by time and date No
    Production statistics per campaign and agent No
    Remote supervision by phone using access code No
    Local supervision No
    Supervision on group of agents, per campaign and interaction type (inbound,outbound,email etc) No
    Display by site,supervisor,queue,campaign,agent and media No
    Multiple window supervision screen No
    Alert management on supervision data No
    Graphic display (histograms - sectors) No
    Voice messages and recorded conversations management (built-in player) No
    List of conversation per agent and campaigns No
    supervision of customer traffic on IVRS No
    Manual calls Yes
    Call qualification distribution per agent No
    Qualifications per agent No
    Lost call rate No
    Average speed of answer No
    QS No
    Calls qualification No
    Qualifications per agent No
    Agents overview No
    Agents overview by date No
    State distribution of agents No
    Distribution of breaks by agent No
    Production per agent No
    Extraction in pdf and excel format Yes

    Finally as Microsoft says, Lync is not a call center product. and for the time being your better off with ASPECT or IPCC or AVAYA.


    Thamara. MCTS, MCITP Ent Admin, Specialized in U.C Voice OCS 2007 R2 Z-Hire -- Automate IT Account creation process ( AD / Exchange / Lync )

    Sunday, February 26, 2012 8:00 AM
  • Lync's SDK provides capaility for stuff like Skill Based Routing.

    Product like PowerView from www.unifysquare.com would provide the usage/trend report of Response Group efficiency. It also offers details trends, usage, adoption and also carrier billing for calls. Not marketing the product but promoting Lync with some valid 3rd party product and custom development.

    Regards


    Sarbjit Gill

    Monday, February 27, 2012 5:00 PM