Contact centers are required to assure the quality of customer service their agents provide to callers.
To provide assurance of quality, the ability to monitor the agent-customer conversations is critical to call center business.
Parsec’s MARS Supervisory Tools application for Cisco Unified Communications Manager allows a supervisor to Monitor a conversation between an agent and a customer without either party knowing that they are being monitored.
The application also allows supervisors to talk to agents in a Whisper/Coach mode during a monitoring session. The customer will not be able to hear the voice of the supervisor.
Contact Center users dial out/call customers using Cisco CAD / Finesse application UI.
The outbound call initiated from the CAD application is dialed out through the agents desk Cisco IP Phone.
Often as a process the Agents are instructed that they should not dial out calls (Personal/official) manually using the phone keypad.However this is seen to be often violated by agents.
Parsec's Agent Phone Keypad Lock application achieves the following requirement:
The agents should be able to dial out numbers initiated only from the CAD application.
The agent should not be able to dial out any phone number(internal/external) manually using the keypad of the Cisco IP Phone.
B) MARS CUCM Wallboard
Parsec’s MARS CUCM Wall Board integrates with Cisco CUCM.
The application does not require a contact center UCCX or UCCE.
If calls are queued at CUCM’s Hunt Pilot/Hunt List and routed to agent/s based on configured routing logic then MARS CUCM Wallboard displays the Hunt Pilot/Hunt List statistics and Agent Phone status (Idle/Busy)
MARS CUCM Wall Board monitors the enterprise PRI line/s also and provide online status provided the gateway is configured as MGCP.
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