HP EPICLite Getting Started Guide

EPICLite

V4.66

New Feature Set

July 2007

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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.

477 Main Street, Suite 214 Monroe, CT 06468 Tel [phone], Fax [phone]
Beit Hatamar, 17 Hatidhar St. Raanana, Israel 43665 Tel.[phone], Fax.[phone]

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