OmniTouch
Alcatal OmniPCX 4400   
Contact Center

• agents features
   - business with 
     drawals
  - agent break
  - agent direct call  with 
     statistics 
    ( business/personal )
  - agent can receive
    different type of call
    ( skill )
  - call recording
    management
  - group distribution:fix
    head, cyclic,longest
    idle time
  - free sitting agent
    position
  - help supervisor
  - home agent with
    analog telephone or
    Reflex telephon
  - log-on/log-off
  - open or close pilot
     from agent position
  - personal call barring
  - suspension of group
     waiting queues
  - transaction code
  - transfer call to
    another agent with or 
    without supervision
  - wrap-up (automatic or
     manual)
• Ccagent server (middleware) for integration with CRM application fo agent
    - personal statistics
    - partner bar
    - telephony Reflexes
      on screen
  
• CCdistribution
• active matrix call distribution
     - conditional pilot
        overflow to other
        directions or
        devices
     - call distribution to
         the most skilled
        agent
     - call distribution to
         the last agent call
         by customer
     - call distribution to a
         black list  or  white
         list of agents
     - call redirection or
        redistribution
     - call distribution
        driven by third-party
        application
  

    - call queuing position
     announcement
    - local call to a pilot
   - look ahead call
      routing
   - multimedia call flow
      based on pilot
   - outbound call
      management
  - pilot forwarding to other pilot
 - pilot routing to waiting   
   queue according to priority
 - routing based on time
   schedule or calendar
 - types of waiting queues:  
   waiting help, and dissuasion
 - virtual pilot
 - expected waiting time   
   announcement

• voice guidance
  - internal/external
     voices guides
  - record from Reflexes
    telephone or PC
    audio station
  - synchronized internal
     voices guides
  

Ccsupervision and statistics
- advanced call routing   
  configuration (ACR)
- ACR real time statistics
- ACR Excel statistics
- alarm handling
- call level information
- customizable alarms
- customizable reports
- detailed communication
  reports
- discrete call listening for
  supervisor
- emergency closure
- Excel based statestecs &
  reproting
- export of communication
  reports (ASCII files)
- free sitting supervisor
  position
- last receiveed call statistics
  window
- native Windows  
  management look and feel
- predefined reports
- real-time service level per
  pilot
- real-time statistics
- real-time statistics over
  Monitoring Sampling Period
  ( MSP )
- real time agent breakdown
  per criteria or per media
- reports based on
  communication events

  - statistics compilation and
   archive ( FTP )
  - wallboard display control

• CCemail
  - advance real time
    monitoring and  
    reproting tllos into
    Ccsupervision
  - automatic answers to
    the most frequently 
    asked questions
  - e-mail classification
  - intelligent distribution
    to a skilled agent
    ( email with sugges-
    ted answer)
  - Spam filtering & automatic
    redirection fax response and
    distribution with Ccfax
  

• Ccoutbound
  - dialing modes:
    preview, progressive
    & pridictive
  - inbound/outbound
    call
    blending
  - integrated desktop
    agent
  - integrated call
    classification ( voice
    detection )
  - simplified installation
    and configuration
    through wizards
  - unique management
    from Ccsupercision
  
  
• Ccivr
  - automatic speech
     recognition
  - centralized
     management
  - call characterization  
    for Advanced Call
    Routing
  - incoming fax for
    blended distribution
    ( as Ccemail )
  - natural language
    understanding
  - support of Nuance
    large vocabulary
  
  
• Ccweb: e-commerce
   application
  - call-back
  - call-through ( voice 
    over IP )
  - callaborative  
    browsing
  - chat
  - email