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Page 40

Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.

Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG

January 2010

Supported Inbound contact types

Voice Calls

Call Back

Fax

E-Mail

Routing Options

Skill based

VIP call support selected by CLIP information

Prefered Agent selected by CLIP information

Supported Contact Center Users

Contact Center Agent

Contact Center Supervisor

Contact Center Administrator

Viewing Presence Information

Reporting and Real Time Statistics

20+ predefined reports are always included

Individual report designer tool is planned

Real-time statistics

Wallboard facility on a PC (big TV Monitor)

Additional Highlights

Screen Pop-Ups for incoming calls including Call Recording

Grade of Service

Wrap-up Codes

Overflow / Normal Agent

Agent missed a call

Call Lists

Integrated basic CRM

Features at your Fingertips OpenScape Office Contact Center Functionality

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