1. Introduction
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Welcome!
This manual gives you background information on the Ncontactcenter solution.
Please use the manual before using the solution, it will help you becoming familiar with the system.
We hope you enjoy using your Ncontactcenter.
Subject to change
Version 1 / 01.2017 (en)
Ncontactcenter is a web-oriented ACD solution that employs browser technology for the management and display of call center data.
The solution offers defined rules and requirements for incoming and outgoing calls, as well as multi-channel communication. Administration, as well as monitoring and system use on part of supervisors or agents is conducted using a web-based interface and can be accessed via the Internet. The solution includes the following services:
ACD
IVR
Dialer
Integration into backend systems
Agent and queue monitoring
Neorecording Integration (coming soon)
The configuration of Ncontactcenter is carried out by NFON TC.
The Ncontactcenter solution connects to the NFON PBX via a SIP trunk. Consequently, the call goes over from the PBX to the Ncontactcenter solution.
All call forward and call flow logic lies within the Ncontactcenter solution. The call remains in the Ncontactcenter solution until its end. This allows comprehensive reporting and conclusive statistics.
During all this time, the desktop telephone itself serves only for taking and ending the call.
Logging in and off as an agent as well as all further call control takes place in the Ncontactcenter solution.
The solution currently does not include CTI, directory or presence intergration into the NFON PBX.
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Below you will find some of the Ncontactcenter features:
web-based solution without client installation
flexible customization of web pages
extensive rights management system
complex standard call flow
graphical IVR GUI allows simple call flow creation
context-sensitive help
variety of distribution algorithms (also hybrid forms)
step function for skill management
last agent (calculable over 24h ahead)
skill correction on status
guided transfer in support of free of charge queues
agent remains available until the target responds
supervisor supervisor loggs on agents that are logged off
call statuses allows flexible job assigning (calls, call back, emails...)
Administration tool
The administrator disposes of a web interface, which offers him the possibility of editing any system features.
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Online help
The complete application is equipped with a comprehensive online help.
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Callflow Design GUI
The call flow can be graphically designed over a GUI. All individual elements are equipped with online help.
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Wallboard
The wallboard provides a variety of typically available real-time displays, which depending on the requirements can be combined to one view.
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Statistics
The system comprises standard statistics, which are available as tables and offer all discussed measured values.
Users can subscribe to statistics via a scheduler and will receive them e.g. by email at a specified time.
Optionally, the reports can be displayed with graphics, which are available in the licensed tools.
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Method
Properly prepared specification through a structured workshop
Clear communication with requirement specifications
Project support and adjustment during going live
Following services are offered:
Services
Ncontactcenter Workshop process analysis on site (service)
Ncontactcenter configuration, remote (set-up call flows according to workshop)
Ncontactcenter project-specific adjustments, per man/day
Ncontactcenter putting into service on site / going live, per man/day
Ncontactcenter agent training on site
Ncontactcenter supervisor training on site
Ncontactcenter administrator training on site
Ncontactcenter configuration, remote. Online configuration at cost.
Where can you get help?
You can use various sources for help concerning your issues. Please use them in the order suggested here:
| Your partner | Please contact your contractual partner by email or phone to get support. |
| admin.phoneup.de
| The home page of the admin portal contains links to manuals, brief instructions, software downloads and templates. Please read these manuals thoroughly. They help you get the most out of your telephone system. |
| Support hotline for existing customers | If neither the manuals nor the FAQs or other contents of the support website provide a solution, you can open a support ticket by phone. If neither the manuals nor the FAQs or other contents of the support website provide a solution, you can open a support ticket by phone.
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