SAMwin.CCO - Operator
samwin contact center suite features a state-of-the-art PC-based operator console solution. The entire solution uses SIP for the queuing and transfer operations. Though it can boast a comprehensive set of features, the slogan “easy is as samwin does“ still holds true. In fact, samwin is so user-friendly that most common operator tasks do not even require a single mouse click.
The scale of operator solutions ranges from single site - single console installations up to large-scale enterprise networks. It also supports multi-PBX configurations with legacy PBX systems in hybrid mode.
The samwin contact center suite attendant console interface is one of the system's central components. It enables the attendant to process callers efficiently. Boasting an extensive set of features, the software supports all the daily processes and call flows.
Attendants in particular depend on the communication options their switchboard offers them. With email, SMS, presence Information, mobile phone connections, etc. samwin is truly in a league of its own.
A web-based management interface provides users, supervisors and administrators with access to the samwin contact center suite wide selection of management tools from any location. All the samwin contact center suite modules are administered centrally in this user interface.
Flexible structuring of the attendant console setup and a powerful Access Control List (ACL) authorization system permit all accesses to be performed quickly and managed securely, from the simplest single seat installations to complex multi-tenant service provider installations.
Intelligent user guidance enables personnel to operate this powerful user interface independently after a short period of training.
samwin contact center suite features a reporting module to enable statistical data to be reported via the web interface. Among other things, analyses are possible on effectiveness, capacity utilization and waiting times; these analyses can also of course be exported.
The reporting module also supports analysis of the attendant’s log on and log off times. Detailed caller information forms the basis for load and overload analyses.
The samwin contact center suite reporting module provides every client with extensive information which may form the basis for expanding, optimizing and configuring the entire attendant installation in large multi-seat environments.
- Receive calls and transferring calls
- Non consultation call
- Call always returns to the same operator
- Caller identification by name and number
- Call hold
- Conference
- Call park with notification when retrieving the call from the parking position
- Public system wide parking queue customizable
- Directory lookup
- Transfer to external subscribers
- Search in multiple columns
- Identification of call type (internal, external, no answer, busy, call back, etc.)
- Arbitrary selection of calls in the waiting queue by the operator
- Manual night service
- Automatic night service
- Context-sensitive greeting texts (“telecomsoftware, How can I help you.”)
- Different greeting texts for different trunks / members
- Malicious call recording
- Automatic mail to the supervisor in case of a recorded call
- Automatic voice greeting with prerecorded announcements for each operator
- Automatic voice greeting depending on time of day, caller id, trunk, called number, operator, etc.
- Braille support (for visually impaired )
- Multi-user, multi-site and multi-PBX support
- Multi-customer support
- Override call forward
- Set call forward
- Keyword database
- Alternative extensions
- Directory view restricted by the location of the console
- Interposition calls/transfers
- Graphical Busy Lamp Field (BLF)
- BLF’s information is configurable (number, name, status, colors, appointments, etc.)
- Supported extension status: idle, busy, dialing, ringing, etc.
- BLF is synchronized with the directory (auto-scroll function)
- BLF can be detached from the main console window and run on a 2nd screen or wall display
- Busy information is shown not only in the BLF but also in all directory lists
- Number in the extensions display shows the number of the external caller, not the number of the operator
- Call history for frequent callers (3rd call for today, last call to xxxxxxx, at xxxx)
- Powerful SQL-based directory, up to 20 hierarchy levels, auto synchronization with master database
- One click transfer to alternative targets, like cell phone, mailbox, home number, etc.
- Identification of all callers via area code database
- Integration of telephone book CD APIs with reverse lookup function (e.g. Swisscom Directory, KlickTel, etc.)
- Supports GSM cell phones and any other external phone for night service
- Configurable waiting time between each call
- Unlimited number of queues and skill sets.
- Arbitrary assignment of queues and console operators (n:n)
- Operator is able to check in a queue on the fly (depending on his rights) for covering call peaks
- Individual pre-recorded announcements for each queue and each call status (busy, no answer,)
- Different announcements for each queue position (entering the queue, 1st position, 2nd position, etc)
- Queue arbitration can be configured by time of day, day of week and national holidays
- Queue arbitration can be configured by caller id (number or name)
- Queue arbitration can be configured by called number (dialed through)
- Full support of decentralized installation in a multi-site environment
- Temporarily pause function (switchboard routes the calls to a spontaneously configured extension)
- Automatic overflow from one queue to another queue or extension by waiting time or number of callers
- Customizable call distribution
- Call transfer to queue
- Agent can log in log out to single ACD queues
- Graphical user interface
- Windows look and feel
- Graphical visualization of the call status on the switchboard (Source and Destination)
- Visualization of calls in the queue, night service, pause, longest waiting time, etc.
- Optimized usability concept. Working without using the mouse.
- Complete configurable keyboard mapping
- All fonts, colors, background, foregrounds, icons, font sizes, etc. configurable for each user
- Creation, save and load of user profile with all settings
- BLF only mode
- Dynamic configuration, changes will carried out on the fly
- Real-time refresh of all status changes on the operator interface
- Visualization of all other consoles and logged-on users
- Visualization of operators sign-in to the same queues
- Mail Integration for the notification of extensions
- One-click Email with default text, contains recipient address, caller name and number, timestamp, etc.
- One-Click GSM send text function (SMS) with default ext, contains recipient address, caller name and number, timestamp, etc. for urgent notification
- Web interface for end user directory lookup and dial functions (Optional)
- Presence Management: User status can be set via the console interface
- Presence Management: User status can be set via the Web interface client (SAMwin Web directory)
- Presence Management: User status can be associated with a timeout
- Presence Management: User status is shown to all internal callers via the Calling Party Name Display (CPND) function of the CS1000
- Push message to telephone display
- Real time display of MS outlook calendar events in BLF and directory list
- Real time display of Lotus Notes calendar events
- Interface to 3rd party presence management systems
- Optional supervisor console with statistic functions and real time visualization (SAMwin.SVM)
- LDAP integration (Microsoft Active Directory)
- Advanced LDAP integration (LDAP write, read, field mapping, index, synchronization)
- PBX directory integration (CPND synchronization with the Nortel CS 1000)
- Integrated solution with SAMwin Call Accounting Module
- Integrated solution with SAMwin Hotel Accounting Module
- SIP Cluster Functionality
- SIP Presence Information
- Microsoft OCS ® Integration
- Included Soft Phone
