HP EPICLite Getting Started Guide

EPICLite

V4.66

New Feature Set

July 2007

www.easyrun.com

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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