StarCenter:An Innovative and Feature-Rich

Call Center Solution

StarCenter Key Features

• Agent login/logout • Single soft key login on Polycom phones – (also available via Portal)• Agent “Away” / Unavailable state soft key on Polycom phones – (also available via

Portal)• Advanced Ring Strategies• Multiple Action Keys• Flexible Announcements (4 Types)• Enhanced Queue/Agent Reporting• Queue Monitoring• Multi-Queue Monitor• Queue Specific MOH• Administrative Monitor/Barge In/Whisper• 9 Levels of Failover• CallerID Routing• Inbound Call Recording

StarCenter Lite Features

This product acts exactly like our current full StarCenter product, however with the following exceptions:

• Not multi-location

• 20-user limit across the customer • No skills-based routing option

• No CallerID routing

StarCenter Feature Comparison

IDD (Internal Direct Dial) dial access to queue

9 Levels of failover for additional / alternative call treatment

Display Queue name to member / agent

Unlimited number of queues

Configurable “0” Operator function per queue

Multiple action keys (including “0”) per queue

Queue specific MOH (Music / Message on hold)

Queue message, record on the fly or upload previously recorded

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StarCenter Feature Comparison (continued)

4 digit Agent ID’s

Agent Login / Logout

Agent “Pin” number

Agent Login to individual queue

Agent Login to all Queues agent is a member of

Agent “Skill” level

Agent skill ranking per queue

Configurable queue ring time

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StarCenter Feature Comparison (continued)

“Exit when empty” Caller reaches failover options if no agents logged in “Max # in queue”. Caller reaches failover options when exceeded Configurable agent ring time per queue

Configurable agent “Wrap -up Time” per queue

Configurable “Missed Calls Logout” per queue. Auto logs agent out if missing calls. Data captured in reporting

Configurable “Position in Queue” + frequency. System announcement to caller per queue

Configurable “Wait Time” + frequency. System announcement to caller per queue

Configurable “Periodic Announcement” + frequency. Customer uploaded announcement to caller per queue

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StarCenter Feature Comparison (continued)

Configurable “Hold Time Announcement”. System plays customer hold time to agent prior to answering call

CallerID Routing. (Provide specific call treatment for select ID’s) per queue Queue overview at a glance (StarCenter Manager)

Real time queue monitoring. Manage multiple queues using StarCenter Manager

Basic queue reporting

Enhanced (Summarized) queue reporting with detail “drill down” Summarized Agent reporting with detail “drill down”

Administrative Monitor / Barge in / Whisper from any phone

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Standard Star2Star System

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Seamlessly Integrates Into The Existing Web Portal

Making It Easy To Manage The Powerful Features

Creating/Editing Queue’s

Queue Members - Add queue members from Available Agents list

Creating/Editing Queue’s (continued)

• Internal Direct Dial - use to access the queue from a local phone

• Display queue name? - to the Agent

• Ring Strategy (6 available) – determine how calls will ring the queue

– Round Robin– Skill Based – Best Match– Ring All– Least Recent– Random

• Skills – set appropriate skill for Queue

• Record Calls to this Queue? – call recording feature on/off

• Exit When Empty – calls will be directed Failover Options if no Agents logged in

Creating / Editing Queue’s (continued)

• Music on Hold Playlist - Queue specific Music / Message on Hold

• Agent Timeout – determine how long each agents phone will ring for

• Wrap-up Time – determine what period of time is allowed for agent administrative tasks prior to receiving further calls. Use 0 if not required

• Missed Calls Logout – number of calls agent can miss prior to being automatically logged out

• Action Keys - set 0 – 9 action key options for callers

• Message – record message on the fly or upload mp3 or wav file

• Max on Hold – determine max # calls allowed on hold in the queue. When parameter is exceeded calls are directed to Failover Options

Creating / Editing Queue’s (continued)

• Position Announcement - system plays callers position in queue– Announce Frequency – how often the system plays the announcement

• Wait Time Announce - system plays callers estimated wait time in queue– Announce Frequency – how often the system plays the announcement

• Periodic Announce - upload custom announcement i.e. remind callers about action key options e.g. “Press 0 to leave a message”

– Announce Frequency – how often the system plays the announcement

• Hold Time Announce - system announces how long the caller has been on hold to the agent

Creating / Editing Queue’s (continued)

• Failover - set up to 9 levels of Failover (call treatment) options. Determine timeout between each option

Creating / Editing Queue’s (continued)

• CallerID Routing - add CallerID’s to provide specific call treatment based upon that ID

StarCenter Manager - Agents

• Select StarCenter Manager to Add / Edit / Delete Agents• Set Agent PIN• Select Skill and set Level as appropriate• Determine if Agent is allowed individual Queue Login• Set the call recording option if enabled on this system

StarCenter Manager: Skills

• Existing Skills - add / edit skills

StarCenter Manager: Overview

• Provides an overview of each queue configured on the system including agents and their associated skills

• Monitor this queue – select this option to display a near real time queue monitor

Multi-Q Monitor

• Multi-Queue Monitor - Is accessed via the main Phone System Configuration menu (Admin Users), and via Individual Phone Settings (for non Admin Users) i.e. Agents. Provides a near real time view of queue activity

Multi-Q Monitor

• Multi-Q Monitor - Displays a near real time browser view. Multiple queues can be selected and saved as queue group views for future use.

• QUEUE STATS – Display detailed call metrics for each queue selected.

• AGENT STATUS - Logged in agents display in green, ringing agents display in orange, agents busy on a queue call display in red (shows CallerID and Call Duration), agents busy on an outbound call display in dark red, agents in wrapup display in blue logged off agents are grey, agents in “Away” / Unavailable state display with parenthesis.

Administrative Monitor / Barge In / Whisper

• Destinations - use the StarCenter Admin function to Monitor / Barge in / Whisper on active agents

• This function can be accessed via a menu that could be dialed from a phone in any location providing the ability the coach / train and monitor agents remotely

Reports

• Use the Web Portal REPORTS option to access historical reports

• Select the Queues tab and select the Queue required

• QUEUE SUMMARY, AGENT SUMMARY and STARCENTER CALL DETAIL (file export to .CSV using MS Excel available)

Reports (continued)

• AGENT DETAIL REPORT available using the drill down feature in the AGENT SUMMARY (file export to .CSV using MS Excel available)

Inbound Call Recording

Click the StarCenter Recordings link to display the StarCenter Recording selection menu. Search by Queue, Agent, Start Date, End Date, CallerID, Duration.

Inbound Call Recording

Click “Search” to display StarCenter Recordings that match your search criteria.All relevant records are displayed line by line showing the Queue, Agent, CallerID, Timestamp, Duration and options to Play | Download | Delete

Enter search criteria as required then click “Search”. The search results are listed line by line. (See example below)

Thank You