Masergy provides support for Standard and Enhanced call centers, allowing business agents to receive incoming calls from a central phone number. Using this service, a business can establish technical assistance lines, customer support numbers, or order-taking centers. Multiple call centers can be supported per business. Incoming calls to a call center are presented to the next available agent.
The Call Center service builds on the basic Hunt Group service to provide a complete, business-ready application. Hence, call centers inherit all of the characteristics of the Hunt Group service and are also provided with sophisticated call-handling features like queuing, Music on Hold, and so on. For a complete description of Hunt Group service features and characteristics, refer to the (Hunt Group Page Link). Provisioning interfaces are available to support a call center supervisor client. The Call Center Reporting service is used to assign or unassign the supervisors, who supervise agents and the server to which call center activity data is to be sent. A supervisor can be a member of the group or enterprise and can be assigned to more than one Call Center. A supervisor then selects the agents to be supervised. The following sub-sections describe the additional features provided by the Call Center service.
Masergy expands the capabilities of legacy call centers by allowing call center agents to be geographically distributed. Therefore agents can attend call center calls from home, a satellite office, or any other location served by Masergy in a transparent fashion. Masergy Call Center service functionality can be combined with other Masergy Call Completion services to ensure that all incoming calls are serviced expeditiously under any network condition and at anytime.
The group administrator configures call centers through the group web portal. The Call Center maximum recording length is 5 minutes. The Call Center Music on Hold maximum recording length is also five minutes. Through the configuration pages, the administrator can set users who should be part of the call center and configure the following (in order).
The administrator can also consult the call center daily statistics that provide the following information:
These statistics are provided for the current day and previous day. With Call Center Enhanced you can see up to the previous two years of statistics.
Call Center Reporting and Support for Express Agent and Supervisor Clients
This feature provides provisioning interfaces necessary to support third-party call center supervisor and agent clients. Masergy supports call center supervisor Client and call center Express Agent as well as the Call Center Reporting service.
Call Center Reporting
The Call Center Reporting service is assigned to a call center. This service allows any member of a group or enterprise to be designated as a supervisor for a call center in that group. The number of supervisors a call center can be associated with is not restricted.
Masergy Call Center Supervisor Client
The Masergy Call Center Supervisor Client can be assigned to any user to enable that user to supervise agents for one or more call centers. A user can be a supervisor for multiple call centers. The supervisor is also considered to have Masergy Agent capabilities. Once assigned this service allows the user to select which members of a call center the user supervisors. The supervisor can choose any member of a call center to supervise including an agent also serving as a supervisor. (See guide under User Features.)
Masergy Call Center Express Agent
The assignment of this service can be assigned to any user with an intelligent IP phone. This service allows an agent to have ACD State. It also allows for login/logout using softkeys on the telephone.