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CTI Solutions are an Avaya Platinum Partner. We provide
cost effective telecommunication technology solutions
for medium and mid sized businesses throughout Australia.
IP Office
Compact Contact Centre is a modular contact centre
solution option providing
you a rich set of tools to enable the most detailed,
cost effective management of call centres from 5 to 150
agents. You can see real-time and historical reports on
everything from system-wide performance statistics, to
reports on the activities of individual call center
agents. You can design your own reports, to see exactly
the information you want, and the way you want it.
Control wall board devices, and even keep your agents up
to date with the latest information with software
wallboards. Alarm-based reporting allows your
supervisors to be immediately notified when calls have
been in queue too long, too many calls have been lost,
and much more. The following modules are available as
part of the CCC software application:
Compact Call Centre (CCC) Server - Base System
Provides one supervisor position with real-time
information view, management by exception, and
historical reports for any aspect of the contact centre.
Up to 73 standard reports can viewed or printed. Also
included are reporting capabilities on 5 agents and one
license for a PC Wallboard (PCWB) application.
Agent &
Site Management (Real Time)
Real Time Supervisor
Monitoring - Call Centre View
 provides a
supervisor with the ability to monitor in real time the
service being provided to callers. There are up to 12
separate real-time graphs that can be viewed by the
supervisor. Alarms also appear in real time prompting
the supervisor to acknowledge them as they occur. UP to
21 supervisors are supported
Phone Manger Pro:
Agent Enabled
Provides agents with a PC CTI application where they can
log in, join groups, and go into busy status when they
are unable to accept calls for short periods so no
special turrets are needed – CCC and Phone Manager allow
Agent working on any wired IP Office extension type.
Phone Manager PC Softphone can be used in agent mode as
well, without the need for a physical telephone. Please
refer to the applications section for more information
on Phone Manager Pro.
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Alarm Reporter
Alarm Reporter is designed to enhance the exception
management used by Call Centre View (CCV). The Alarm
Reporter enables the contact centre supervisor to
look back on the performance of the contact centre,
on a daily or weekly basis, by reporting on certain
criteria predefined by the contact centre
supervisor.
Historical Reporting
The Compact Contact Centre archives all call centre
interactions (telephony or multimedia) to a central
database (MSDE or SQL). This provides the data source
for a set of standard reports to the business, and the
capability to create custom reports.
For more information on reporting and a list of reports.
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CCC Reporter
The system allows up to 20 separate Report Viewers
within the contact centre (for MSDE installations,
up to 5 viewers are supported). Access to the
standard reports is a thin client application based
on Crystal Reports. Up to 73 standard reports are
available, with the ability to create 3 more custom
reports, see custom reports section below. Reports
can be exported to a variety of formats, including
Excel, CSV, HTML, and PDF.
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Report Scheduler
All historical reports created within CCC can be
scheduled for individual delivery to anyone via
email or sent to multiple network printers.
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Custom Reports
All CCC reports are created through Crystal
Reports™. This application provides a much richer
experience for the small to mid-market customer, and
creates an environment where custom reporting is
more accessible. To create more than 3 CCC custom
reports requires the designer license (IPO CCC
DESIGNER RFA) AND a compatible version of Crystal
Reporting software (Crystal version 9).
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Wallboards
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Fixed
Wallboards
Fixed scrolling wallboards enable key statistics
and messages to be displayed for everyone in the
contact centre to see. Supervisors can send
ad-hoc messages to wallboards to broadcast
important information, or to make announcements.
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PC Wallboards
PC-based wallboards allow individual
agents to see their own individual statistics,
those for their group, or for the whole contact
centre. Agents can customize their view so that
information is presented in the way most useful
to them. In additional, supervisors can set
particular messages to appear on PC Wallboards,
as a motivational or informational tool. Please
refer to the CCC System Administration manual
for a complete list of variables available.
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3rd Party Integration
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