1. i would like to have a web based supervisor (like AES admin) 2. support for text messaging (SMS capabilities) 3. .net support for all sdks (agent and enserver sdk)
anything else ? what would you think people ?
-------------------- Rookie Dialer
From: USA | Registered: May 2007
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posted
Again, here are some suggestions (some of which have been available for over 10 years on competitor's dialers).
The capability to generate a beep tone to notify the customer that they are being recorded.
Expand the levels of security past agent and system. We need to have a manager/supervisor setting that will allow them to view campaign information without being able to change settings.
The capability to audio monitor individual lines/headset ports, rather than by agent.
The ability to disable/enable individual phone lines/headset ports, rather than by the complete T-1.
To be able to move multiple agents between jobs, rather than one at a time.
Being able to apply filters to running campaigns real time without having to stop the job, change the call selection, re-run it, and restart the job.
The ability to stream real-time data to the agent/manager desktop without having to spend additional money from a third party vendor.
Enhancements to support a single sign-on environment between the dialer and PBX for predictive agent blend.
From: Richmond, VA | Registered: Jun 2005
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posted
I would like for Real-time and historical reporting that would show the number of Agents licenses being used. This is something that is asked specifically when sizing new call centers. It would be nice to be able to pull a standard report that shows the number of agent licenses that are used on average throughout a given day as well as busy hour.
Avaya has tried to state that there is a report already, but when the report is pulled and then compaired to reality, the are not even in the same ballpark. Typically, understated by 50% or more. Additionally, response is that based on the data available the report is accurate. I will just like to have a report I can use to quantify that yes during this time period on a Wednesday There is only 40 agents logged in or during the month of May, for each day the average agent licenses used were 307 for site X, leave a cushion of x for expansion.
If someone has created the report I am hoping for, let me know,
Jeff G
-------------------- Jeff Greenburg - CTI/IVR/Dialer US Bank - Voice Engineering 503-401-8247
From: Portland, Oregon | Registered: Jun 2005
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posted
Jeff, doesn't WebLM allow you to see the amount of users taking up a license currently on the system in the web based login?
In PC4 and above WebLM is implemented and will allow you to see the license users as well as the IP's logged in from what I remember.
-------------------- Any answers provide herein are probably the ramblings of a man driven insane by dialog designer. no purchase necessary. mileage will vary.
From: san antonio | Registered: Apr 2009
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posted
there are two basic rules in acquiring weblm lic in pc 4.x
1. if the agent has joined a managed job, only 1 basic lic will be acquired 2. if the agent has joined a predictive job, one 1 basic lic and 1 adv lic will be acquired.
-------------------- Rookie Dialer
From: USA | Registered: May 2007
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-------------------- Any answers provide herein are probably the ramblings of a man driven insane by dialog designer. no purchase necessary. mileage will vary.
From: san antonio | Registered: Apr 2009
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-------------------- Any answers provide herein are probably the ramblings of a man driven insane by dialog designer. no purchase necessary. mileage will vary.
From: san antonio | Registered: Apr 2009
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posted
Update the analyst report crystal reports dictionaries.
-------------------- Any answers provide herein are probably the ramblings of a man driven insane by dialog designer. no purchase necessary. mileage will vary.
From: san antonio | Registered: Apr 2009
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