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The entire System Integration Server system is administered
via a web browser. There is no need for IT administrators to
install special software on agent workstations. Administrators
can view and modify call routing and screen pops in seconds,
from any PC. Just open a Web Browser and start working.
The System Integration Server provides a complete environment
for Call Center Optimization including integrated, graphical:
Screen Pop Administration,
Real Time
Utilization Graphs,
Device Administration,
and
Log Viewers.
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This screen shows the administration of a
basic screen pop. Once a call arrives, the flow begins. In
this example, everything within the lavender box is executed on the
client workstation. Within the box, you would administer CRM
application communication via DDE, OLE, TCP/IP Sockets. Multiple
applications can be screen popped without having to write custom
code on the client desktop. Simply add the appropriate step objects
and publish the workflow. The client workstations don't even need to
be restarted - they simply start receiving the new pops. It is
possible to generate screen pops into a fully server side
application whereby no software or ini files need be installed on
the individual client workstations. Now you can throw out that
expensive, Administrator unfriendly architecture and embrace
thin-client for your CTI solution as well.
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Using the Whitefeld System Integration Server Admin tool,
Administrators can view live Queue Bar Graphs indicating the number
of agents available, busy, and the number of calls on hold waiting
to be serviced. |
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Similar to Agent Queue Statistics, Administrators can also view Real
Time Trunk utilization in the System Integration Server's Admin
tool. |
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This screen shows the administration
application for configuring devices. All devices in the system
are collecting data about activity regardless of whether someone is
receiving a screenpop. Devices reconnect automatically if the
connection between the PBX and Telephony Server is lost for a time.
You can view at a glance whether the script is operating
correctly. A green light in the main window means a station is
working; a yellow light means there are errors; and a red light
means the station is not currently running. |
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This screen shows an activity log for a
screenpop workflow. With a simple click, you can see whether a
particular user has been getting screenpops, what data is associated
with the call, and what steps were executed during the screenpop. |
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This screen demonstrates the System
Integration Server's built in reporting tool. Using SQL server 2005
one can generate various reports such as this Call History. |