HP EPICLite Getting Started Guide

EPICLite
V4.66
New Feature Set
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Scope EPICLite feature set was not changed for some time while its competitors, of the PBX ACD’s, (ShoreTel work groups and NBX ACD 6 etc.) added more features hence increasing the perceptual value to the end user. In order to increase EPICLite competitiveness EasyRun decided to add some functionality to EPICLite. You will see that some of the features can be categorized as “me too” functions, closing gaps in the offering while other functions should be used as differentiators and should assisting us in presenting the advantages of EPICLite. The change is going to take affect in the next release. Keep in mind that the reporting system offered in EPICLite (Real Time and Historical Reports) is much superior to the competition offering.
High level description of new functions (detailed description is at the end) The following functions are to be added:
1. ANI domain routing and reporting – ability to route call based on the caller id and area code.
2. EPICAgent ACD window – gives the agent the ability to see the calls is queue and to pick one of them.
3. Wait time announcer – add the option to announce the expected wait time in queue to the caller.
The following functions should be used to differentiate EPICLite from the competition:
1. Callback functionality – callback on demand, callback on abandoned call and on hook queuing. This function is a major differentiator.
2. GCCS – Option to run the graphical call control script editor.
3. Get digit action at the call control script editor.
4. Call profile – The ability to store customer entered digits into call profiles.
The get digits +call profile should enable us to present to the Agent customer entered digits on the agent toolbar.
Pricing There is no change in pricing, the functions will be added to EPICLite by default and with no additional charges.
Detailed features description
ANI routing—This feature is also sometimes called Domain routing, because
it allows calls to be routed based on the calling number. Domain routing lets you route callers based on geographical location. When a call arrives, the contact center identifies the physical location (e.g., area code) and routes the call to a group with a skill set related to that geographical area, or to a group within the same time zone. The callers number can also be presented to agents via the Agent Toolbar, so that agents can proactively look up the customer’s record based on the caller’s phone number during the initial
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greeting. ANI domain reports are also enabled in the Historic Reports package.
EPICAgent ACD window – This function will enable the agent to open the
window showing the calls in queue. Moreover, it will enable the agent to pick up calls from the queue by double clicking on the one he would like to answer.
Wait time announcer – The system can announce the caller the expected
wait time before being answered.
Callback and Abandoned Callback - Callers can be given an option to
request a scheduled callback, essentially leaving a virtual call in queue to be returned as soon as an agent is available or at a specific time. When a customer requests a callback, the system automatically schedules the call based on the callers requirements. In addition, if the caller’s phone number is captured, abandon calls can be scheduled for callback when an appropriately skilled agent becomes available. Information about the type of call can be published to the Agent Toolbar, when the agent is selected, so that the agent is prepared to appropriately greet the customer.
The “Get Digits” action - The Get Digits action allows administrators to
configure call flows that capture customer entered information and add it to the Call Profile that is associated with each call. The Call Profile is an extensible set of variables associated with each call. Standard variables include ANI, DNIS, service and group required, etc. New variables such as customer ID, order number, etc. can be configured and added to the call profile, and the appropriate information gathered from the customer using DTMF entries in a call script. This information can then be forwarded to the Agent Toolbar, so that agents can proactively look up the customer’s record based on customer ID, order number or any information you collect!
The Graphical Contact Control Script (GCCS) - GCCS provides an intuitive,
graphical script editor that you can use to quickly build and implement scripts that augment call routing features. The following features of GCCS are now available in Contact Center:
Play file--Enables a recorded voice file to be played to the caller.
Login script--Allows for both actions, Release and Resume, in addition to showing your current status.
Announce place in queue— Announces the caller’s position in the queue.
Logout script--Log out from primary groups. In most environments, the system identifies the agent automatically based on the caller ID information. If not, this action should
Announce Wait time – Announce the expected wait time before being answered.
be part of a script that uses the Get Digits action to collect the agent ID, and then uses the Logout Primary action. This allows agents to work without a PC.
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Menu—Provides a menu to the caller. The caller receives a voice prompt and can make a selection by dialing a digit.
Transfer--Transfers a call to a destination the PBX.
Hang-up--Disconnect the call. NOTE: This is a terminating action for the call as well as for the script. Any actions following this one are not performed.
Get Digits – Allows the collecting information from caller using DTMF.
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Release script—Changes the agent’s mode to “release.” In most environments, the system identifies the agent automatically based on the caller ID information. If not, this action should be part of a script that uses the Get Digits action to collect the agent ID, and then uses the release action. This allows agents to work without a PC.
Resume script--Changes the agent’s mode to normal working mode. In most environments, the system identifies the agent automatically based on the caller ID information. If not, this action should be part of a script that uses the Get Digits action to collect the agent ID, and then uses the release action. This allows agents to work without a PC. Collect callback information--Collect information for callback purposes, such as a caller’s phone number and the time requested for a return call.
Play callback file--Enables an opening message to be played to a callback customer. A separate message may be defined if the call is answered by an answering machine.
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