easy-DESK      

The ideal call handling solution for smaller Help Desks, Service Desks and Call Centres. easyDESK DX is scaleable to handle from 2 to 15 agents or operators. Cost effective and installed with the minimum of disruption, easyDESK DX provides a number of important facilities and functions that offer better service to your customers and an easier life for you! Designed for the iSDX family, easyDESK DX is also suitable for a number of other PABX's. Working with existing functions on the PABX; using tried and tested digital signal processing techniques, easyDESK DX doesn't require any additional software on, or special connections to, the PABX. The system is flexible & expandable. A system suitable for 2 agents can be progressively expanded to deal with 15 agents. Additional functionality for each installation can be added via tailored software upgrades. Call Queuing & Distribution Working with the iSDX, easyDESK DX ensures that calls are efficiently presented to agents extensions in a rotary or sequential manner, as required. When insufficient agents are available for the number of calls presented, easyDESK DX queues the call and informs the caller of their queue position. Callers are never 'stuck in a queue' they are regularly offered an escape route to leave a message. The integrated DeskMail facility is provided for this. Calls-answered statistics immediately improve with easyDESK DX. The number of callers allowed to queue is usually limited to less than the possible maximum, thus ensuring that calls are not rejected due to queuing and permitting subsequent callers to hear any service status (Broadcast) messages. When the queue is full, callers are offered the option to leave a message on DeskMail. SuperGroups The need to include supervisory or managerial staff in call answering, during periods of very high call volume, is a common need in the smaller Call Centre or HelpDesk. This is difficult to achieve using the iSDX's features, without restricting normal use of the affected extensions. easyDESK DX meets this need with the SuperGroups option and effectively provides super-groups where required. Up to 5 super-groups are supported, allowing various combinations of extensions to be part of the agent group. A simple call to the System Operator channel on the system, allows the required super-group to be chosen. Service Status (Broadcast) Announcements Excellent results can be achieved using Service Status Announcements during a major incident. Instead of agents constantly repeating the same piece of information, (e.g. "Sorry about the problem with your PC, but your section of the network is down. It should be back up by 2 o'clock"), this information is recorded as a Service Status Announcement. Thus, within a minute or so of information about an incident being received in the Helpdesk or Call Centre, all callers to the system hear the Service Status Announcement. Experience shows that those who are affected by the problem will hang-up; effectively freeing up the system for further calls and allowing agents to deal with callers whose enquiry is unrelated to the incident. DeskMail Not all callers want to wait in a queue. DeskMail means they don't have to - they can leave a message and an agent will call them back. A few moments after a message is left - information appears on the system display showing the time the message was left. 15 minutes after the message was left the colour changes to indicate that action is now urgent. This can be useful for complying with service level agreements. (The time delay is configurable.) Message & System Display Click for Full Size One or more VDU's are provided with easyDESK DX, which provide real-time information about DeskMail messages and also give statistics and other system information. These VDU's can be sited at any convenient point for easy viewing by agents and/or supervisors. Information shown includes: System mode - Day, Night/Weekend, Emergency. Nr.callers queuing & time in queue. Service Status announcements active Messages left by callers Messages left by callers which are over 15 minutes old System time and date Call Statistics Call Statistics An internal daily log is kept by the system containing hourly statistics, showing nr.of calls answered, nr. of callers who leave a message, nr.of callers who queue, nr.of callers who disconnect following a service status announcement. The previous 8 hrs. statistics are shown on the system VDU's. The Extended Statistics module allows permanent storage (up to 3 months storage is available) and provides a printer attached to the system to allow the print out of these daily statistics per following day. Also provided is the ability to download the statistics file to a floppy disk in .CSV format, suitable for import into a spreadsheet (Excel etc.). 4 Service Modes Day Mode: Calls are answered with a suitable greeting (e.g."This is the Establishment Services Helpdesk"). If there are any service status Announcements; these come immediately after the greeting, preceded by a warning tone to ensure caller attention. There now follows a brief announcement in the format "Please wait a few moments whilst we connect you - you will not hear a ringing tone". The system then transfers the call to the operatives. If all the operatives are busy, the caller is offered the option to queue or leave a message. Callers who select queuing are informed of their queue position. Every few seconds the caller hears a comfort tone and at suitable intervals hears the queuing announcement. At longer intervals the queuing announcement has a different format which includes an apology for the delay and requests confirmation of queuing. Both formats include the DeskMail option and a queue position announcement. Provision is made for 'promotional' announcements, which are played to callers in the queue. These can be useful for example to give long term prior warning of major events. Night Mode: When the system is in Night mode, callers hear the standard greeting, followed by any service status Announcements. The night mode message is then played, e.g."The Helpdesk is now closed until 8am tomorrow morning. Please stay on the line if you wish to leave a message, which will be dealt with when the Helpdesk re-opens". Weekend Mode: Functions in the same way as Night mode, except that a Weekend mode message is played, e.g."The Helpdesk is now closed until 8am on Monday morning. Please stay on the line if you wish to leave a message, which will be dealt with when the Helpdesk re-opens". Emergency Mode: Emergency mode is designed to be used in a building evacuation (fire drill etc.) and functions in the same way as Night and Weekend mode, except that a special message is played, e.g."The Helpdesk is unexpectedly closed at present. Please stay on the line if you wish to leave a message, which will be dealt with when the Helpdesk re-opens". System Operator (SysOp) Access Dedicated ports on the system give PIN protected telephone access to SysOp functions. These include such things as: Recording and activating service status & promotional announcements. Re-recording system announcements and prompts, Transcription of caller messages. Change transfer (supergroup) destination. System mode (day, night etc). System Time. Having these functions accessible via the SysOp port also means that, if a SysOp port is given a DDI number, SysOp functions can be accessed externally if required. This can for example be useful in the event of a major system failure for update of service status Announcements outside of normal hours. Project Analysis Many years of experience have taught us that it is important for us to understand the way you work, in order to install your system to provide maximum benefit. Thus planning the installation together with you is a vital component of a successful project. Once the system is installed, we will provide an on-site user training session to assist in merging the new facilities into the corporate environment. Deciding on system capacity can be difficult, and requires an understanding of the balance required between calls presented, equipment capacity and agent availability. We will help you to determine this during the planning stage. Installation normally takes 8-15 hours and is usually spread over 1-3 days. Virtually no disruption to your existing functions occur and changeover to the new system can be scheduled to meet your requirements.