TECHNICAL PRESENTATION FIDELITY CONTACT CENTER SOLUTION FIDELITY CONTACT

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TECHNICAL PRESENTATION FIDELITY CONTACT CENTER SOLUTION

TECHNICAL PRESENTATION FIDELITY CONTACT CENTER SOLUTION

FIDELITY CONTACT CENTER SPEAKER JOSE FRANCISCO RODRÍGUEZ EMEA Technical Support Email: jfrodriguez@jusan. es Skype:

FIDELITY CONTACT CENTER SPEAKER JOSE FRANCISCO RODRÍGUEZ EMEA Technical Support Email: jfrodriguez@jusan. es Skype: jose_francisco_rodriguez Tel: +34 914 560 110 Fax: +34 915 531 411 Web: www. jusan. es 2 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CONTENTS FIDELITY CONTACT CENTER SOLUTION A CONSOLIDATED CUSTOMIZED SOLUTION 1. Overview

FIDELITY CONTACT CENTER CONTENTS FIDELITY CONTACT CENTER SOLUTION A CONSOLIDATED CUSTOMIZED SOLUTION 1. Overview ----------------------2. Modules, requirements and licensing ----------------------3. Architecture -----------------------4. Vocal Server -----------------------5. Installation -----------------------6. Configuration 3 JUSAN Telecommunications 7. Telemarketing, Forms and Campaigns -----------------------8. Additional Settings -----------------------9. Summary -----------------------10. Hands-on session www. jusan. es

FIDELITY CONTACT CENTER 1 FIDELITY OVERVIEW 4 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 1 FIDELITY OVERVIEW 4 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY RANGE CONTACT CENTER SOLUTION IMPROVES TELEPHONE ATTENTION CONTACT CENTER TELEMARKETING

FIDELITY CONTACT CENTER FIDELITY RANGE CONTACT CENTER SOLUTION IMPROVES TELEPHONE ATTENTION CONTACT CENTER TELEMARKETING WEB Waiting Queues Outbound calls campaigns Chat channel from Web. ACD, IVR Web forms Mail channel. Mailbox Agent module Call me Back. Agent module Supervisor module Twitter. Supervisor Module Reports and Statistics Facebook SMS Reports and Statistics 5 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WHAT IS IT? FIDELITY CONTACT CENTER Fidelity Contact Center Waiting Queues

FIDELITY CONTACT CENTER WHAT IS IT? FIDELITY CONTACT CENTER Fidelity Contact Center Waiting Queues ACD, IVR, Mailbox Agent module Supervisor Module Reports and Statistics Options: Recording, CRM, ERP & Database Integration, Avanced IVR module. 6 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WHAT IS IT? FIDELITY TELEMARKETING Fidelity Telemarketing Outbound calls campaigns Web

FIDELITY CONTACT CENTER WHAT IS IT? FIDELITY TELEMARKETING Fidelity Telemarketing Outbound calls campaigns Web forms Agent module Supervisor module Reports and Statistics Options: Power dialling, Integration with CRM, ERP & Database, Post Call Survey, Call recording 7 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WHAT IS IT? FIDELITY WEB Fidelity Web Chat channel from Web.

FIDELITY CONTACT CENTER WHAT IS IT? FIDELITY WEB Fidelity Web Chat channel from Web. Mail channel. Call me Back. Twitter, Facebook & SMS Masive Contact Market Surveis Web Support B 2 B Sales Emailing 8 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER BASIC BUNDLE FIDELITY PACKAGE - Fidelity Server, CTI Server(TAPI, TSAPI, CSTA),

FIDELITY CONTACT CENTER BASIC BUNDLE FIDELITY PACKAGE - Fidelity Server, CTI Server(TAPI, TSAPI, CSTA), ACD + Data Base Server SQL Express. - Vocal Resources (SIP or Analog) for comfort messages, IVR and general announcement functions. - 4 Agent + 1 supervisor. - Reports and Statistics module. 9 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CUSTOMIZING FIDELITY PACKAGE + Agents + Supervisors + CRM Integration +

FIDELITY CONTACT CENTER CUSTOMIZING FIDELITY PACKAGE + Agents + Supervisors + CRM Integration + Email + Chat + Click to Call + Call me Back + Telemarketing + Predictive dialing 10 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FEATURES FIDELITY CONTACT CENTER Dynamic waiting queues based on programmable threshold

FIDELITY CONTACT CENTER FEATURES FIDELITY CONTACT CENTER Dynamic waiting queues based on programmable threshold Unlimited Groups + variable messages according to position in queue Automatic routing: ANI, DNIS, IVR, Calendar Distribution criteria base on Skills, Free Time 11 JUSAN Telecommunications Instant Messages Update Free seating controlled by PIN (Supervisors and Agents) Alarms when exceeding Waiting time, duration, break time Real Time Monitoring / Productivity Evaluation Outbound campaigns, web forms, Power and Predictive dialing Email & Chat distribution, Call me Back, Click to Call. www. jusan. es

FIDELITY CONTACT CENTER INTEGRATION FIDELITY CONTACT CENTER Fidelity may be integrated with CRMs, ERPs

FIDELITY CONTACT CENTER INTEGRATION FIDELITY CONTACT CENTER Fidelity may be integrated with CRMs, ERPs and proprietary software applications developed by the customer. ü To identify the contact and transfer the call to the most appropriate agent ü To give the call a specific priority depending on the customer profile ü To pop-up the customer file on the screen of the agent answering the call for optimal and personalized call attention. 12 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER INTEGRATION FIDELITY CONTACT CENTER Integration with the different CRM/ERP software may

FIDELITY CONTACT CENTER INTEGRATION FIDELITY CONTACT CENTER Integration with the different CRM/ERP software may be achieved in multiple ways: Web Services, URL, XML, DB queries, text files, OCX. 13 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CALL FLOW FIDELITY CONTACT CENTER 14 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CALL FLOW FIDELITY CONTACT CENTER 14 JUSAN Telecommunications www. jusan. es

Incoming call to Fidelity Jusan. Call Technology Center Solution Forum 2010 Identification of target

Incoming call to Fidelity Jusan. Call Technology Center Solution Forum 2010 Identification of target GROUP and search for AGENT Optional Welcome Message Group closed As of calendar Agent is available Threshold not reached Transfer Call to Agent Busy Tone Message / ad clip per position in queue MOH Message / ad clip per position in queue Message + hang-up Threshold reached To the Group Queue Busy Tone Ringing tone No agent is active* No agent is available Voice Mail Ring tone To group queue MOH Talk Message / ad clip per position in queue Message + Transfer Time Out In queue End of Call * Agent active = Agent is registered (LOGIN), it might be busy, ready, or in wrap-up time

FIDELITY CONTACT CENTER VIDEO FIDELITY CONTACT CENTER (en) https: //www. youtube. com/watch? v=hs. A

FIDELITY CONTACT CENTER VIDEO FIDELITY CONTACT CENTER (en) https: //www. youtube. com/watch? v=hs. A 9 JVww 6 u. I (es) https: //www. youtube. com/watch? v=rt. PAQAYM 5 f 0 16 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 2 FIDELITY MODULES 17 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 2 FIDELITY MODULES 17 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE APPLICATIONS WALLBOARD, WEB

FIDELITY CONTACT CENTER APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE APPLICATIONS WALLBOARD, WEB MONITOR, WEB AGENT AND WEB REPORTS 18 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE SET UP 19

FIDELITY CONTACT CENTER APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE SET UP 19 JUSAN Telecommunications MONITOR REPORTS AGENT www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS WALLBOARD, WEB MONITOR, WEB AGENT AND WEB REPORTS WALLBOARD 20

FIDELITY CONTACT CENTER APPLICATIONS WALLBOARD, WEB MONITOR, WEB AGENT AND WEB REPORTS WALLBOARD 20 JUSAN Telecommunications MONITOR REPORTS AGENT www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE 21 JUSAN Telecommunications

FIDELITY CONTACT CENTER APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE 21 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS SETUP Enables the SETUP of call routing and distribution, as

FIDELITY CONTACT CENTER APPLICATIONS SETUP Enables the SETUP of call routing and distribution, as well as all system users, positions and groups. 22 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS MONITOR The supervisor is able to monitor and control the

FIDELITY CONTACT CENTER APPLICATIONS MONITOR The supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents. 23 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS MONITOR Visual Alarms: Max. queue time exceeded - Alarm icon

FIDELITY CONTACT CENTER APPLICATIONS MONITOR Visual Alarms: Max. queue time exceeded - Alarm icon flashes. Max. call time exceeded - Agent cell flashes red. Pause time exceeded - Pause icon flashes red. Server disconnected - Server icon flashes. Configurable Audio Alarms / Controls: Max. queue time exceeded Max. call time exceeded Pause time exceeded Agent on break Agent returns from break Agent log-in Agent log-out JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS MONITOR For overload situations: Supervisor is able to force transfer

FIDELITY CONTACT CENTER APPLICATIONS MONITOR For overload situations: Supervisor is able to force transfer of calls to inactive or on-break agents by dragging and dropping the calls over the relevant agent’s cell. Supervisor may log-on as an agent 25 Via the Agent menu supervisor is able to: Activate / Deactivate agent in a group Change the agent’s priority Send a text message “chat” to the agent Intervene in a call (According to PBX) Free up an extension (For PC crashes etc) Record a call in progress JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS MONITOR Groups may be opened and closed and campaigns activated

FIDELITY CONTACT CENTER APPLICATIONS MONITOR Groups may be opened and closed and campaigns activated or deactivated from the calls list menu The “Group Recordings” option automatically opens the recordings management application software giving access to the calls recorded for this particular group. 26 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS REPORTS Supervisor are able to access the reports module directly

FIDELITY CONTACT CENTER APPLICATIONS REPORTS Supervisor are able to access the reports module directly from the supervisor interface. The majority of reports are available in summary or detailed version, and may be filtered by date, time, group, call type, duration, etc. Reports may be displayed on screen, printed, sent by e-mail or exported in one of the following formats: excel, pdf, html, txt. 27 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS REPORTS 28 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS REPORTS 28 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS AGENT Group to which call was forwarded Call status PC

FIDELITY CONTACT CENTER APPLICATIONS AGENT Group to which call was forwarded Call status PC telephony controls Interface by which an agent logs on to the system, visualizes call data and controls the phone from the PC. Caller’s name or number Web page, web based CRM or other documentation support available to agent Agent may send text message to supervisor Groups to which agent belongs, number of calls waiting in each queue and longest waiting time. Agent name and current position 29 JUSAN Telecommunications Log-on/Log-off/Break icon www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS RECORDING MANAGER Supervisor may access an individual agents’ call recordings

FIDELITY CONTACT CENTER APPLICATIONS RECORDING MANAGER Supervisor may access an individual agents’ call recordings or the complete recordings of a group, directly from the supervisor interface. Report may then be filtered according to information required Supervisor is able to listen to and delete recordings as well as send them by e-mail 16 hours of recorded calls require +/- 1 Gb of disk space 30 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS WEB AGENT , WALLBOARD, WEB MONITOR AND WEB REPORTS 31

FIDELITY CONTACT CENTER APPLICATIONS WEB AGENT , WALLBOARD, WEB MONITOR AND WEB REPORTS 31 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER APPLICATIONS WEB AGENT , WALLBOARD, WEB MONITOR AND WEB REPORTS WEB

FIDELITY CONTACT CENTER APPLICATIONS WEB AGENT , WALLBOARD, WEB MONITOR AND WEB REPORTS WEB AGENT Web interface by which an agent logs on to the system, visualizes call data and controls the phone from the PC. WALLBOARD & WEB MONITOR Web interface through which a supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents. WEB REPORTS Web interface enables the evaluation of resources, production and performance by means of a wide variety of statistics and graphs. 32 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT 192. 168. 0. 9/web. Agent Main Contact

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT 192. 168. 0. 9/web. Agent Main Contact Form AGENT MODULE Web-based application running on the agents PC, allowing agents to start a session (login), view call data, and control the phone from the PC. 33 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT & CHAT www. jusan. es 34 JUSAN

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT & CHAT www. jusan. es 34 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT & CHAT 192. 168. 0. 9/web. Agent

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT & CHAT 192. 168. 0. 9/web. Agent 35 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT & E-MAIL DISTRIBUTION 192. 168. 0. 9/web.

FIDELITY CONTACT CENTER WEB MODULES WEB AGENT & E-MAIL DISTRIBUTION 192. 168. 0. 9/web. Agent Sales & Marketing 36 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES WALLBOARD Web interface through which a supervisor is able

FIDELITY CONTACT CENTER WEB MODULES WALLBOARD Web interface through which a supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents. 37 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES WEB MONITOR 38 JUSAN Telecommunications Web Monitor enables the

FIDELITY CONTACT CENTER WEB MODULES WEB MONITOR 38 JUSAN Telecommunications Web Monitor enables the Real time monitoring, Agents status in any group, Alarms and warnings and Interaction with the software. www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES WEB REPORTS 39 JUSAN Telecommunications Web Reports enables the

FIDELITY CONTACT CENTER WEB MODULES WEB REPORTS 39 JUSAN Telecommunications Web Reports enables the evaluation of resources, production and performance by means of a wide variety of statistics and graphs. www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES CALL ME BACK 40 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES CALL ME BACK 40 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER WEB MODULES CLICK TO CALL FROM CRM Dial Telephony. WS Web

FIDELITY CONTACT CENTER WEB MODULES CLICK TO CALL FROM CRM Dial Telephony. WS Web Service http: //<Fidelity. Ip. Address>/telephonyws/JSONP/telefonia. asmx/marcar? desde=“"&hacia=“ 0034914560110"&contacto. Id=“"&cli ente=“"&format=json&callback=func 003 * Telephony. WS Specifications Available 41 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SYSTEM REQUIREMENTS SERVER PC 3 Ghz processor 4 Gb RAM (<

FIDELITY CONTACT CENTER SYSTEM REQUIREMENTS SERVER PC 3 Ghz processor 4 Gb RAM (< 20 agents) , 8 Gb RAM (< 20 agents) * Operating System: Windows Server 2008, 2012 ** Windows 7, 8, 10 * Specs are illustrative and may vary according to OS or other circumstances. * Mandatory for running Fidelity Web Apps. CLIENT PC Windows 7, 8, 10 Telemarketing module or web applications like Web Agent, Web Monitor, Wallboard, Web Reports require Windows Server OS and Internet Information Services (IIS) to be installed on the server PC before beginning the installation of Fidelity. Necessary CTI protocol drivers and/or licenses (CSTA, TAPI, TSAPI) MUST be installed and running on server PC and/or PBX. 42 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER PREREQUISITES INTERNET INFORMATION SERVICES (IIS) SETTINGS Windows 7, 8, 10 Windows

FIDELITY CONTACT CENTER PREREQUISITES INTERNET INFORMATION SERVICES (IIS) SETTINGS Windows 7, 8, 10 Windows Features 43 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER PREREQUISITES INTERNET INFORMATION SERVICES (IIS) SETTINGS Windows Server OS Server Roles

FIDELITY CONTACT CENTER PREREQUISITES INTERNET INFORMATION SERVICES (IIS) SETTINGS Windows Server OS Server Roles 44 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER LICENSE Agents Monitor Reports Telemarketing Power dialing and Predictive dialing Web

FIDELITY CONTACT CENTER LICENSE Agents Monitor Reports Telemarketing Power dialing and Predictive dialing Web (Email, Chat, Click to Call…) SIP Vocal Resources Trial license: 30 days from installation For final license send license. jus file along with purchase order 45 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 3 FIDELITY ARCHITECTURE 46 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 3 FIDELITY ARCHITECTURE 46 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE GENERAL SIP ports CTI link Fidelity Server LAN PBX

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE GENERAL SIP ports CTI link Fidelity Server LAN PBX 47 JUSAN Telecommunications Agents Supervisor www. jusan. es

FIDELITY CONTACT CENTER SIP ports 101 102 103 104 OPERATION Inbound call Pbx group

FIDELITY CONTACT CENTER SIP ports 101 102 103 104 OPERATION Inbound call Pbx group 300 An sw er SIP ports Ring CTI link sfer Tran LAN Fidelity Server PBX 48 JUSAN Telecommunications Agent www. jusan. es

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE GENERAL SIP ports CTI link Fidelity Server LAN PBX

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE GENERAL SIP ports CTI link Fidelity Server LAN PBX 49 JUSAN Telecommunications Agents Supervisor www. jusan. es

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE FIDELITY SERVER SIP CTI link Vocal Server SQL Server

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE FIDELITY SERVER SIP CTI link Vocal Server SQL Server Express SQLJUSAN Streamline Server LAN PBX 50 JUSAN Telecommunications Agents Supervisor www. jusan. es

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE FIDELITY SERVER ADMIN SIP CTI link Vocal Server SQL

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE FIDELITY SERVER ADMIN SIP CTI link Vocal Server SQL Server Express SQLJUSAN Setup Monitor Agent Streamline Server LAN Reports Web apps PBX 51 JUSAN Telecommunications Agents Supervisor www. jusan. es

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE FIDELITY SERVER MONITOR&AGENT SIP CTI link Vocal Server SQL

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE FIDELITY SERVER MONITOR&AGENT SIP CTI link Vocal Server SQL Server Express SQLJUSAN Streamline Server LAN Monitor PBX Agent Reports Recordings * 52 JUSAN Telecommunications Agents Supervisor www. jusan. es

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE SERVICES Simon SIP CTI link LAN Sara Streamline server

FIDELITY CONTACT CENTER FIDELITY ARCHITECTURE SERVICES Simon SIP CTI link LAN Sara Streamline server IJA Agent Svc ICR Calllog SQL Server Express SQLJUSAN PBX 53 JUSAN Telecommunications Agents Supervisor www. jusan. es

4 FIDELITY CONTACT CENTER FIDELITY SERVER ARCHITECTURE SERVICES JUSAN Telecommunications Jusan Streamline Server Jusan

4 FIDELITY CONTACT CENTER FIDELITY SERVER ARCHITECTURE SERVICES JUSAN Telecommunications Jusan Streamline Server Jusan ICR Jusan IJA Jusan Simon Jusan Sara Jusan Call. Log Jusan Agent. Svc www. jusan. es

5 FIDELITY CONTACT CENTER FIDELITY SERVER ARCHITECTURE SERVICES JUSAN Telecommunications www. jusan. es

5 FIDELITY CONTACT CENTER FIDELITY SERVER ARCHITECTURE SERVICES JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN STREAMLINE SERVER Simon SIP Sara CTI link

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN STREAMLINE SERVER Simon SIP Sara CTI link Streamline server IJA Agent Svc ICR Calllog LAN CTI info distribution to clients apps & services Recall IP service (…) Agents 56 JUSAN Telecommunications Monitor ICR Service IJA Service Call Log service www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN STREAMLINE SERVER Pbx CTI Link (TAPI, CSTA,

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN STREAMLINE SERVER Pbx CTI Link (TAPI, CSTA, TSAPI) CTIAL_protocol_pbx. DLL CTIAL_CSTA 3_HPOO. dll CTIAL_CSTA 3_Panasonic. TDA. dll CTIAL_tapi_alcatel. dll CTI server CTIAL_TAPI_GENERIC. DLL (Maestro service) Etc. CTI info distribution to clients apps & services Recall IP service (…) 57 Agents JUSAN Telecommunications Monitor ICR Service IJA Service Call Log service www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN STREAMLINE SERVER This is the application’s “CTI

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN STREAMLINE SERVER This is the application’s “CTI server”. It is in charge of the coordination of events and methods between the different clients (other applications or services) and the PBX, by means of the selected CTI protocol. It is made of two parts : CTIserver 2. exe CTIAL_protocolo_pbx. DLL The CTIServer 2 program is basically a “Proxy” in charge of communications between the rest of the clients and the PBX. It resends the events received from the PBX to the clients that have requested “monitoring” of the port, and sends the methods received from the clients to the PBX. In order not to be PBX-dependent, a specific Jusan format is used for the events and methods. The program communicates with a DLL, specific for each protocol (CSTA, TAPI, TSAPI, etc) and for each PBX, interfacing between the specific Jusan format and the format for each PBX. 58 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN ICR This is the “brain” of the

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN ICR This is the “brain” of the Fidelity application. It receives information from all the components and decides how each call should be handled by the system. Simon SIP CTI link Sara Streamline server IJA Agent Svc ICR Calllog LAN It is a Java (. jar) application that runs as a service and requires the Java 1. 6. 0 environment to be installed 59 JUSAN Telecommunications (supplied with the installation Kit). * Disable Java Automatic updates www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN IJA & SARA & SIMON Jusan IJA

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN IJA & SARA & SIMON Jusan IJA service is in charge of maintaining communications between Fidelity Vocal Server and the other modules of the Fidelity application. Jusan Simon and Jusan Sara services are the Fidelity SIP Vocal Server. SIP Simon Fidelity SIP Vocal Server Sara IJA 60 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN CALL LOG This “service” is in charge

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN CALL LOG This “service” is in charge of writing all information regarding “Fidelity calls” to the database. It receives information from the other services and writes in the calls database, allowing a variety of statistical reports to be obtained at a later stage. Simon SIP Sara IJA CTI link 61 JUSAN Telecommunications Streamline server ICR Calllog www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN AGENT SVC This “service” is in charge

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES JUSAN AGENT SVC This “service” is in charge of handling the Web Agent applications. Agent Svc 62 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES LOG FILES CTIserver 2_0. log. ICRO. csv CTIAL_0.

FIDELITY CONTACT CENTER FIDELITY SERVER SERVICES LOG FILES CTIserver 2_0. log. ICRO. csv CTIAL_0. log cti. Linkx. csv IJAService_0. log fm. Linkx. txt etc wrapper. log Log file paths are as follows“ C: Program FilesJusanStreamline Server C: Program FilesJusanStreamline ICRlogs 63 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 4 FIDELITY VOCAL SERVER 64 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 4 FIDELITY VOCAL SERVER 64 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY VOCAL SERVER FUNCTIONS For Inbound calls Answering incoming calls (Welcome

FIDELITY CONTACT CENTER FIDELITY VOCAL SERVER FUNCTIONS For Inbound calls Answering incoming calls (Welcome and Comfort messages ) Music On Hold (MOH) IVR For Outbound calls Dialers (Power Dialing, Predictive Dialing) 65 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER FIDELITY VOCAL SERVER Fono. Mail. Sip. ini Fidelity SIP Vocal Server

FIDELITY CONTACT CENTER FIDELITY VOCAL SERVER Fono. Mail. Sip. ini Fidelity SIP Vocal Server SIP Simon Sara //pbx Pbx. Sip. Domain // Ports Pto 0 = Pto 1 = Pto 2 = Pto 3 = Pto 4 = JUSAN Telecommunications 192. 168. 0. 222 ija_udp , , , ija_acd_fadding , , , // pto, ext, PIN, ENDPOINT, Suscribe. To Ext 1 = 1, 30, 1234, , 0, 0, Ext 2 = 2, 31, 1234, , 0, 0, Ext 3 = 3, 31, 1234, , 0, 0, Ext 4 = 4, 31, 1234, , 0, 0, Extension 66 = PIN www. jusan. es

FIDELITY CONTACT CENTER 5 FIDELITY INSTALLATION 67 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 5 FIDELITY INSTALLATION 67 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION 68 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION 68 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION SERVER COMPUTER MINIMUM INSTALLATION 69 JUSAN Telecommunications www. jusan.

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION SERVER COMPUTER MINIMUM INSTALLATION 69 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION SERVER COMPUTER RECOMMENDED INSTALLATION 70 JUSAN Telecommunications www. jusan.

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION SERVER COMPUTER RECOMMENDED INSTALLATION 70 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION CLIENT COMPUTERS 71 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION CLIENT COMPUTERS 71 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION Agent CLIENT COMPUTERS Install Fidelity ACD Agent in each

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION Agent CLIENT COMPUTERS Install Fidelity ACD Agent in each position. From the relevant client PC search the network for the “Server” PC. Open the “Executables” directory and double click “ACDAgent. Install. exe” \Fidelity. ServerexecutableACDAgent. Install. exe Supervisor If select ‘Remote’ any updates to the ACD Agent program will now be automatically updated in the agent. 72 JUSAN Telecommunications Install Fidelity ICR Monitor in the relevant PCs. Install Fidelity Reports in the relevant PCs. Install Recording Manager application software in the relevant PCs. * * Optional www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION WEB MODULES 73 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION WEB MODULES 73 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION WEB MODULES WEB APPLICATIONS Web applications are installed in

FIDELITY CONTACT CENTER SOFTWARE INSTALLATION WEB MODULES WEB APPLICATIONS Web applications are installed in the server. Web applications are launched from the clients through the Internet Browser: http: //fidelityserver/Web. Agent http: //fidelityserver/Fidelity. Reports http: //fidelityserver/Wallboard http: //fidelityserver/WMonitor 74 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6 FIDELITY CONFIGURATION 75 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6 FIDELITY CONFIGURATION 75 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CONFIGURATION STEPS Technical parameters (CTI link, vocal server, etc. ) Groups

FIDELITY CONTACT CENTER CONFIGURATION STEPS Technical parameters (CTI link, vocal server, etc. ) Groups Positions and Users Call Distribution Rules Telemarketing 76 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CONFIGURATION Start “Streamline Setup” from “Streamline” program group. Password “admin” First

FIDELITY CONTACT CENTER CONFIGURATION Start “Streamline Setup” from “Streamline” program group. Password “admin” First time the application is opened, select ‘Update DB’ 77 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CONFIGURATION Click “Settings” to define basic Setting (Pbx, CTI Protocol, vocal

FIDELITY CONTACT CENTER CONFIGURATION Click “Settings” to define basic Setting (Pbx, CTI Protocol, vocal server, etc. ) 78 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 1 FIDELITY TECHNICAL PARAMETERS 79 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 1 FIDELITY TECHNICAL PARAMETERS 79 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTINGS Tabs settings 80 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTINGS Tabs settings 80 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING PABX PBX and CTI protocol: TAPI, TSAPI, CSTA

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING PABX PBX and CTI protocol: TAPI, TSAPI, CSTA Inbound / Outbound prefix data General PBX settings 81 JUSAN Telecommunications Computer name or IP Address of the Fidelity server Click on “Apply” to apply changes www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING PORTS Vocal Server IP address This is the

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING PORTS Vocal Server IP address This is the IP Address where Fidelity SIP Vocal server is installed. ; in most of the installations this is the same computer IP Address. Enter here the extension numbers that were configured in the Fonomail SIP Server. (Fonomail. SIP. ini) Setup IP Address to the Vocal Server hardware unit (Only for Analog ports hardware) Click on “Apply” 82 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING PORTS FIDELITY PORTS It is through these ports

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING PORTS FIDELITY PORTS It is through these ports how Fidelity receives inbound calls to distribute to groups and agents based on the defined Fidelity Rules. Fono. Mail. Sip. ini //pbx Pbx. Sip. Domain // Ports Pto 0 = Pto 1 = Pto 2 = Pto 3 = Pto 4 = = 192. 168. 0. 222 ija_udp , , , ija_acd_fadding , , , // pto, ext, PIN, ENDPOINT, Suscribe. To Ext 1 = 1, 30, 1234, , 0, 0, Ext 2 = 2, 31, 1234, , 0, 0, Ext 3 = 3, 31, 1234, , 0, 0, Ext 4 = 4, 31, 1234, , 0, 0, 83 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS PBX GROUP SETTINGS These ports must be added into

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS PBX GROUP SETTINGS These ports must be added into a group in the pbx. The group must be set ‘cyclic’ to only call one port at a time. These ports must have Waiting Call feature disabled. In case different groups are needed, all ports can be added to the different groups. 84 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING EMAIL AND CHAT Inbound mail settings Chat settings

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING EMAIL AND CHAT Inbound mail settings Chat settings 85 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING RECALL * When integrated with Recall Recording parameters:

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING RECALL * When integrated with Recall Recording parameters: LAN card to sniff Recordings folder Encryption Etc. 86 JUSAN Telecommunications Extensions to Record (Extension number, IP Address, MAC Address) www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING SERVICES Start/Stop Fidelity Services After changes to PBX

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING SERVICES Start/Stop Fidelity Services After changes to PBX parameters, appropriate services MUST be restarted 87 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING SERVICES/ADVANCED Advanced tab is used for specific PBX

FIDELITY CONTACT CENTER TECHNICAL PARAMETERS SETTING SERVICES/ADVANCED Advanced tab is used for specific PBX settings and advance Fidelity settings 88 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 2 FIDELITY GROUPS CONFIGURATION 89 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 2 FIDELITY GROUPS CONFIGURATION 89 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS § INBOUND CALLS § WEB CHAT § EMAIL § CALLBACK

FIDELITY CONTACT CENTER GROUPS § INBOUND CALLS § WEB CHAT § EMAIL § CALLBACK § OUTBOUND CALLS - TELEMARKETING 90 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS NEW GROUP 91 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS NEW GROUP 91 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS GROUP SETTINGS Group name Distribution to agents Max. call duration

FIDELITY CONTACT CENTER GROUPS GROUP SETTINGS Group name Distribution to agents Max. call duration for warning Group Priority (Queue wait time x Priority) Same Caller ID same agent Queue action settings 92 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS EMAIL DISTRIBUTION To email address Key words to match in

FIDELITY CONTACT CENTER GROUPS EMAIL DISTRIBUTION To email address Key words to match in Subject/Body message 93 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS FORMS Form for inbound calls Form for missed calls Form

FIDELITY CONTACT CENTER GROUPS FORMS Form for inbound calls Form for missed calls Form for emails 94 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS RECORDINGS Record group calls Email address to send messages 95

FIDELITY CONTACT CENTER GROUPS RECORDINGS Record group calls Email address to send messages 95 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS CHAT 96 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS CHAT 96 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS CHAT 97 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS CHAT 97 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS CALL HANDLING Condition 1: Group Closed (setup by schedule and

FIDELITY CONTACT CENTER GROUPS CALL HANDLING Condition 1: Group Closed (setup by schedule and bank holidays). Condition 2: Group Open with no active agents. (Active means registered and NOT on break). Condition 3 : Group Open with active agents and the number of queued calls does not exceed the threshold limit. Condition 3 : Group Open with active agents and the number of queued calls is equal to the threshold limit. Actions: To select different options (Group, mailbox, etc. ) 98 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS GROUP CLOSED Condition 1 Schedule and Holidays Action on closed

FIDELITY CONTACT CENTER GROUPS GROUP CLOSED Condition 1 Schedule and Holidays Action on closed Action on Holidays 99 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS SCHEDULE AND CALENDAR 100 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS SCHEDULE AND CALENDAR 100 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS GROUP OPEN AND NO ACTIVE AGENTS Busy: Caller hears engaged

FIDELITY CONTACT CENTER GROUPS GROUP OPEN AND NO ACTIVE AGENTS Busy: Caller hears engaged tone. No action: Phone rings continuously. Queue: The call is queued and subject to “settings” configured for condition 3 a. Message + Transfer: Define extension/phone number to transfer and message to be played to the caller. Condition 2 101 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS GROUP OPEN WITH ACTIVE AGENTS Factor: The factor multiplied by

FIDELITY CONTACT CENTER GROUPS GROUP OPEN WITH ACTIVE AGENTS Factor: The factor multiplied by number of active agents = Threshold Example: A group has 4 agents registered, 1 is currently on break. The factor is 1 so at this moment the threshold is 3. In this example when 3 calls are queued the next call will be handled according to the setup for “Threshold exceeded”. Condition 3 102 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS GROUP OPEN WITH ACTIVE AGENTS Threshold is not exceeded: A

FIDELITY CONTACT CENTER GROUPS GROUP OPEN WITH ACTIVE AGENTS Threshold is not exceeded: A group has 4 agents registered, 1 is currently on break. The factor is 1 so at this moment the threshold is 3. Up to 3 calls will be queued with settings “Threshold not exceeded”. Condition 3 103 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS GROUP OPEN WITH ACTIVE AGENTS Threshold is exceeded: A group

FIDELITY CONTACT CENTER GROUPS GROUP OPEN WITH ACTIVE AGENTS Threshold is exceeded: A group has 4 agents registered, 1 is currently on break. The factor is 1 so at this moment the threshold is 3. 4 th and next calls will be queued with settings “Threshold exceeded”. Condition 3 104 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS ACTIONS Actions 105 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS ACTIONS Actions 105 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 3 FIDELITY POSITIONS AND USERS CONFIGURATION 106 JUSAN Telecommunications www.

FIDELITY CONTACT CENTER 6. 3 FIDELITY POSITIONS AND USERS CONFIGURATION 106 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER POSITIONS 107 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER POSITIONS 107 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER POSITIONS Fidelity is a free seating solution wich allows any agent

FIDELITY CONTACT CENTER POSITIONS Fidelity is a free seating solution wich allows any agent or supervisor to log-on at any position Each position comprises a PBX extension and the associated PC (Computer Id). Extension Number Computer Name or IP Address Multiple positions may be created. 108 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER USERS § AGENTS § SUPERVISOR 109 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER USERS § AGENTS § SUPERVISOR 109 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER USERS AGENTS Once positions have been created, the next step is

FIDELITY CONTACT CENTER USERS AGENTS Once positions have been created, the next step is Users. Each user record may contain a variety of data; only 3 fields are essential. Name as seen on supervisor’s screen Full name User’s PIN (alphanumeric, no spaces, max. 20 characters) Assign a wrap-up time. This is time made available to the user for administration tasks between calls. (Often a trade union-defined parameter). The user can receive emails 110 JUSAN Telecommunications The user can receive chats www. jusan. es

FIDELITY CONTACT CENTER USERS AGENTS Users must then be assigned to a group or

FIDELITY CONTACT CENTER USERS AGENTS Users must then be assigned to a group or groups and permissions to use PC telephony functions may be granted Select the groups where the agents belongs to By default no on-screen telephony functions are assigned. 111 JUSAN Telecommunications *Recording feature is optional www. jusan. es

FIDELITY CONTACT CENTER USERS SUPERVISORS If the user is a supervisor, set the groups

FIDELITY CONTACT CENTER USERS SUPERVISORS If the user is a supervisor, set the groups he/she supervises Click “Supervisor…” button to select groups to be supervised on the left and click arrow to pass to the right. Check the “Supervisor” box. 112 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 4 FIDELITY GROUPS MANAGEMENT 113 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 4 FIDELITY GROUPS MANAGEMENT 113 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER GROUPS MANAGEMENT The list of groups enables the management of agents

FIDELITY CONTACT CENTER GROUPS MANAGEMENT The list of groups enables the management of agents between groups To assign agent priority within the group, right click the agent, click priority and select from options available. To copy or move agents, drag and drop over the relevant group. 114 JUSAN Telecommunications Note: Agents in the “Unassigned” group will not be seen by any supervisor. www. jusan. es

FIDELITY CONTACT CENTER GROUPS MANAGEMENT Agent’s priority can be also set in Tab Relationships.

FIDELITY CONTACT CENTER GROUPS MANAGEMENT Agent’s priority can be also set in Tab Relationships. To assign agent priority within each group, right click the agent. Relationships tab to view 115 JUSAN Telecommunications Groups/Agents priority table www. jusan. es

FIDELITY CONTACT CENTER 6. 5 FIDELITY BREAK TYPES CONFIGURATION 116 JUSAN Telecommunications www. jusan.

FIDELITY CONTACT CENTER 6. 5 FIDELITY BREAK TYPES CONFIGURATION 116 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER BREAK TYPES Various break types may be setup so that when

FIDELITY CONTACT CENTER BREAK TYPES Various break types may be setup so that when an agent clicks the “break” button on his/her PC, the different options will appear. Break description as appears on agent’s PC screen Time limit after which an alarm is sounded on Supervisor’s PC Check commentary field to allow agent to leave further information regarding the break 117 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER BREAK TYPES Windows Application Web Application Select reason for Break Click

FIDELITY CONTACT CENTER BREAK TYPES Windows Application Web Application Select reason for Break Click to enter in Break 118 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 6 FIDELITY CONTACTS 119 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 6 FIDELITY CONTACTS 119 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CONTACTS Contacts may be imported from Outlook, Excel, Access, … (see

FIDELITY CONTACT CENTER CONTACTS Contacts may be imported from Outlook, Excel, Access, … (see next slide) … or registered manually Contacts may be assigned to one or more groups. For copying and moving contacts, drag and drop over relevant group. 120 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER CONTACTS IMPORT Excel & Outlook Select the Data Source & Click

FIDELITY CONTACT CENTER CONTACTS IMPORT Excel & Outlook Select the Data Source & Click Browse to select the file to import Map fields to be imported by dragging from the Table Field column and dropping in the Destination field column. Assign a group 121 JUSAN Telecommunications Finish www. jusan. es

FIDELITY CONTACT CENTER 6. 7 FIDELITY RULES 122 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 7 FIDELITY RULES 122 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER RULES Rules are used to distribute calls to groups based on

FIDELITY CONTACT CENTER RULES Rules are used to distribute calls to groups based on caller, called and eventual integration with external DB. Rules are evaluated from first to last. The default rule if any must be the last one. Integration with external DB 123 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 8 FIDELITY SYNCHRONIZATION 124 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 6. 8 FIDELITY SYNCHRONIZATION 124 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SYNCHRONIZATION Click to Synchronize changes When changes on Groups, users, positions,

FIDELITY CONTACT CENTER SYNCHRONIZATION Click to Synchronize changes When changes on Groups, users, positions, etc. 125 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER BREAK BACK IN 15 MINUTES 126 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER BREAK BACK IN 15 MINUTES 126 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 7 FIDELITY TELEMARKETING FORMS AND CAMPAIGNS 127 JUSAN Telecommunications www. jusan.

FIDELITY CONTACT CENTER 7 FIDELITY TELEMARKETING FORMS AND CAMPAIGNS 127 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING FORMS & CAMPAIGNS 1. Forms can be used for: §

FIDELITY CONTACT CENTER TELEMARKETING FORMS & CAMPAIGNS 1. Forms can be used for: § Inbound campaigns § Outbound campaigns Standard campaigns Missed calls Callback Call Me Back § Email 2. Forms are used by agents to compile the interview info 3. Forms data can be imported/exported 128 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING 129 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING 129 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING 130 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING 130 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING INBOUND & MISSED CALLS & EMAILS Form for inbound calls

FIDELITY CONTACT CENTER TELEMARKETING INBOUND & MISSED CALLS & EMAILS Form for inbound calls Form for missed calls Form for Emails 131 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING OUTBOUND CAMPAIGNS 132 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING OUTBOUND CAMPAIGNS 132 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING NEW FORM 133 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING NEW FORM 133 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING FORM RESULT CODES Result Codes change contact status Result Codes

FIDELITY CONTACT CENTER TELEMARKETING FORM RESULT CODES Result Codes change contact status Result Codes Default Result Codes Customized Result Codes 134 JUSAN Telecommunications Contact Status Available Postponed Personal Deferred Done www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING FORM PREVIEW Form preview 135 Agent will fullfill the form

FIDELITY CONTACT CENTER TELEMARKETING FORM PREVIEW Form preview 135 Agent will fullfill the form with the contact interview details JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING IMPORTING CONTACTS To import contacts follow same procedure as seen

FIDELITY CONTACT CENTER TELEMARKETING IMPORTING CONTACTS To import contacts follow same procedure as seen in a previous slide for general contacts import. 136 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING CAMPAIGN SETTINGS 137 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING CAMPAIGN SETTINGS 137 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING CAMPAIGN SETTINGS Preview Progressive Multiprogressive Predictive Group assigned * Only

FIDELITY CONTACT CENTER TELEMARKETING CAMPAIGN SETTINGS Preview Progressive Multiprogressive Predictive Group assigned * Only one group can be assigned to each campaign Call attempts if No answer, Busy Redial Intervals Dialling Order & Filters 138 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING ACTIVATING THE CAMPAIGN 139 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING ACTIVATING THE CAMPAIGN 139 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING MONITORING THE CAMPAIGN 140 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING MONITORING THE CAMPAIGN 140 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING EXPORTING CAMPAIGN RECORDS 141 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER TELEMARKETING EXPORTING CAMPAIGN RECORDS 141 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 8 FIDELITY ADDITIONAL SETTINGS 142 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 8 FIDELITY ADDITIONAL SETTINGS 142 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER ADDITIONAL SETTINGS Default properties and general parameters Uncheck parameter to allow

FIDELITY CONTACT CENTER ADDITIONAL SETTINGS Default properties and general parameters Uncheck parameter to allow supervisors without assigned extension 143 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SETUP MODULE-GENERAL For database backup and restoration, click and create or

FIDELITY CONTACT CENTER SETUP MODULE-GENERAL For database backup and restoration, click and create or navigate to corresponding file. 144 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 8. 1 FIDELITY MESSAGES AND MUSIC UPLOADER 145 JUSAN Telecommunications www.

FIDELITY CONTACT CENTER 8. 1 FIDELITY MESSAGES AND MUSIC UPLOADER 145 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER MESSAGES AND MUSIC UPLOADER SIP VOCAL SERVER Run “Audio Converter” 146

FIDELITY CONTACT CENTER MESSAGES AND MUSIC UPLOADER SIP VOCAL SERVER Run “Audio Converter” 146 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 10 FIDELITY SUMMARY 147 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER 10 FIDELITY SUMMARY 147 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SUMMARY FIDELITY CONTACT CENTER Automatic routing of inbound traffic According to

FIDELITY CONTACT CENTER SUMMARY FIDELITY CONTACT CENTER Automatic routing of inbound traffic According to dialed number (DNIS) / calling number (ANI), IVR, schedule Groups and waiting queues Possibility to create unlimited number of groups and queues Intelligent and multi-criteria call distribution Longest idle time, skill based, urgent / forced transfer, same agent as previous call Automatic call-back function Enables callers to exit the queue and receive a call-back when an agent becomes available and within a certain time interval Management of agent skills Multiple group agents, skills profile, priority levels Dynamic sizing of waiting queues Maximum number of queued calls according to active agents, maximum percentage of agents on break 148 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SUMMARY FIDELITY CONTACT CENTER Real time supervision and wallboards Calls in

FIDELITY CONTACT CENTER SUMMARY FIDELITY CONTACT CENTER Real time supervision and wallboards Calls in each queue, on hold times, agent status, available on supervisor screen and external TV screen Alarms and warnings When exceeding maximum authorized on hold times, call durations, or maximum agent break times Productivity and performance evaluation Broad range of statistical reports and graphics. Real time data display on external wallboard 149 Interactive web-based forms Enables the creation of scripts and questionnaires for inbound and outbound calls, with conditions and multiple replies Call recording On demand, selective, massive, or according to agents & groups Post call surveys Unlimited number of questions, results per agent/group JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SUMMARY FIDELITY CONTACT CENTER e-mail distribution Messages are assigned to groups

FIDELITY CONTACT CENTER SUMMARY FIDELITY CONTACT CENTER e-mail distribution Messages are assigned to groups of agents according to keywords and agent profiles Free Seating Allows agents and supervisors to use workstations dynamically Outbound call campaigns Automatic call generation for telemarketing campaigns with different operating modes (preview, progressive, predictive, multiple progressive), call blending Messages and music Welcome/patience messages customized according to groups or position in the queue and updated without service interruption Breaks and Wrap-up-time Programmable with predetermined durations Modular and scalable solution Agents, supervisors, IVR ports, recording channels Chat module Enables chat with an agent from the customer web page CRM/ERP Integration To identify incoming contact and show data on agent’s screen 150 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER DOWNLOAD FIDELITY ftp: //88. 12. 19. 213/Official-Downloads/Fidelity JUSAN Telecommunications www. jusan.

FIDELITY CONTACT CENTER DOWNLOAD FIDELITY ftp: //88. 12. 19. 213/Official-Downloads/Fidelity JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER SUPPORT support@jusan. es Tel. +34 91 456 01 10 152 JUSAN

FIDELITY CONTACT CENTER SUPPORT support@jusan. es Tel. +34 91 456 01 10 152 JUSAN Telecommunications www. jusan. es

Thanks! JUSAN S. A. www. jusan. es

Thanks! JUSAN S. A. www. jusan. es

FIDELITY CONTACT CENTER QUESTIONS AND ANSWERS 154 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER QUESTIONS AND ANSWERS 154 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER HANDS - ON SESSION 155 JUSAN Telecommunications www. jusan. es

FIDELITY CONTACT CENTER HANDS - ON SESSION 155 JUSAN Telecommunications www. jusan. es