What’s new in agenTel 6.2

December 2009The Voxtron Factory

2What's new in agenTel 6.2

Agenda

• What’s new in agenTel 6.2– Corporate image– Recording– Simultaneous contacts– Manual routing– Windows 2008 and SQL Server 2008 support– 3-Party-conference– DTMF Dialpad

December 2009

3What's new in agenTel 6.2

Agenda

• What’s new in agenTel 6.2– Duplication of users– Duplication of reports– Parsing of Cc address in EMR– Non fading pop-ups– EMR supports Perl libs– URL properties

• Deliverables• agenTel support

December 2009

4What's new in agenTel 6.2

Corporate Image

• Introduction of new Voxtron logo and corporate design• Updated manuals according to new corporate templates

December 2009

5What's new in agenTel 6.2

Recording

• Recording on incoming trunks (ISDN, Analog and VoIP) • Integrated in the contact center• Search recordings in the Recording Center based on (amongst

others) – Number information– Agent information – Skills– Timing information

• 3rd party hardware (analog, BRI, PRI) or 3rd party software (VoIP) required

December 2009

6What's new in agenTel 6.2

Recording Center

December 2009

7What's new in agenTel 6.2

Recording (architecture)

December 2009

8What's new in agenTel 6.2

Recording

• A more detailed description of this recording feature is available– on the partner website (Commercial Support Center >

Product Related > Feature Descriptions > Voice Recording)– on simple request

December 2009

9What's new in agenTel 6.2

Simultaneous contacts

• An agent can handle more than one contact simultaneously• Which contacts, how many, and who can get them, is defined via:

– a set of rules in the administration client’s “Advanced routing”– the settings of an agent in the administration client’s User Data

Settings “Interactions”

December 2009

10What's new in agenTel 6.2

Simultaneous contacts

December 2009

11What's new in agenTel 6.2

Manual routing

• Idea is to allow agents to pick contacts from a waiting queue, instead of routing them automatically

• The decision on whether a contact should not be routed automatically (during a defined period), is made in the Axxium flow

• New parameters when putting a contact in waiting are– Manual routing “yes” or “no”– Time-out after which manual routing expires

• As long as the time-out did not expire, the contact is marked in blue in the waiting monitor and an agent should pick the contact (by right-clicking the contact and select “Assign to me”)

• If the time-out expires, the contact will automatically be routed

December 2009

12What's new in agenTel 6.2

Manual routing

December 2009

13What's new in agenTel 6.2

Windows 2008 and SQL Server 2008 support

• Windows 2008 is supported– 32 and 64 bit

• Windows 2003 support remains (excluding 64 bit)• SQL Server 2008 (and 2005) is supported

– 32 and 64 bit– On the DVD, SQL Server Express 2008 is provided

• The clients do not run on Windows 7

December 2009

SQL Server 2008 express edition does not contain SQL Server agent service that is needed for scheduled tasks. As such, when using SQL

Server 2008 Express, scheduled statistics will not be available !

14What's new in agenTel 6.2

3-Party-conference

• TAPI conference via Active TAPI Toolbar• Enabled/disabled in Configuration Center• Activate

– by using the icon in the Active TAPI Toolbar– by using the corresponding Function Key

December 2009

15What's new in agenTel 6.2

DTMF Dialpad

• In agenTel 6.2, the DTMF Dialpad remains available after establishing a call

• It allows the user to enter DTMFs during a call (e.g. to make choices in an IVR menu)

December 2009

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Duplication of users

• Refer to the Administration Center• Fast and easy duplication of users with their accompanying skills,

permissions, interactions, groups and settings regarding monitors and direct faxes

• Only personal data has to be added

December 2009

17What's new in agenTel 6.2

Duplication of reports

• Refer to the Statistics Client• Fast and easy duplication of reports with their accompanying

settings

December 2009

18What's new in agenTel 6.2

Parsing of Cc address in EMR

• From version 6.2 onwards you can route incoming emails based on the Cc address

• Other e-mail message fields on which you can base your routing strategy:– To address– From address– Subject– Body

December 2009

19What's new in agenTel 6.2

Non fading pop-ups

• Gain some operational time by disabling the “Show fade animations for pop-ups” in the Options section of the Tools menu (Client interface)

December 2009

20What's new in agenTel 6.2

EMR supports Perl libs

• E-mail Routing (EMR) Service already supports Perl scripts • In 6.2 the support for Perl libs was added• “Perl libs” refers to a very broad set of Perl scripts in different

application areas (e.g. SMTP, databases, web services, ...)• By making these Perl libs available, the EMR can trigger all kinds of

different events• Example application: send an auto-reply message upon receival of

a new email

December 2009

21What's new in agenTel 6.2

URL properties

• Add a URL property to an IVR call, VPC call or email• The URL is linked to the contact and will be available for the agent

in his/her pop-up and client interface• By clicking the link, the agent browses to a specific – contact

related - page

December 2009

22What's new in agenTel 6.2

Deliverables

• Full DVD– Includes SQL Server 2008 Express (successor of MSDE)– Remember that “scheduled statistics” are not available when

using SQL Express!• Upgrading from agenTel 6.1

– Upgrade package availabe– Free of charge – except for the paying option “recording”

• Upgrading from agenTel 6.0– No upgrade package available (first move to 6.1)– Free of charge or payable depending on whether there exists a

support agreement or not

December 2009

23What's new in agenTel 6.2

agenTel support

• 6.1 versions should be upgraded to 6.2• Support will be given on versions 6.2 and 6.0• Bug-fixes will only be done in 6.2

December 2009