Aastra Solidus eCare™

Agent Applications
Aastra Solidus eCare™ Multimedia Contact Center is intel-
ligently built to support three groups of applications -
Agent Applications, Management & Administration Applica-
tions and Self-Service Applications that enable organizations
to minimize total cost of ownership, maximize service avai-
lability and utilize tools to build long lasting customer rela-
tionships. Empower your agents and make them the experts
with Aastra Solidus eCare™ Agent Applications.

Desktop Manager call window showing an incoming e-mail

These applications are the focal point of the customer inte-
raction center. With multimedia customer interactions, they
increase agent efficiency and job satisfaction.

Agent Applications
Desktop Manager Toolbar
Let your agents do their jobs
using the best tools By providing agents and supervisors with a diversity of
features, Desktop Manager facilitates efficient call handling
Solidus eCare™ is a true multimedia contact center and and seamless integration of several different types of media.
handles communications via phone, e-mail, chat, SMS and Licensing for advanced features is available on an individual
fax. For routing of incoming faxes a Unified Messaging sys- basis, allowing for total customization and scalability of each
tem such as MX-ONE™ Messaging (OneBox) is needed. Diffe- contact center package.
rent channels are fully blended. Agents’ individual skill-sets
determine the types of interactions presented to each agent. Desktop Manager
Agents can choose to be available for e-mail, SMS, fax and/
or chat at the same time as working with voice assistance, or Desktop Manager not only gives agents the ability to cus-
vice versa. The unique skills-based routing function of Solidus tomize their monitors’ workspaces, but also to have their dis-
eCare™ offers intelligent routing of all incoming and outgoing play preferences automatically updated when they move
communications across locations, organizations and business between workstations (free seating). When in need of assis-
functions ensuring that the customer calls always go to the tance or back-office personnel, the Request Assistance dialog
right agent. box and the Dial dialog box display all logged on agents and
give agents the ability to filter by call status, agent status, skills
Maximizing efficiency and uptime and and/or service groups. Desktop Manager provides Incoming
minimizing total cost of ownership Interaction Notification of voice calls, e-mail (as well as voice-
mail and faxes), SMS, or chat so that agents are prepared for
There are few operations within an organization as the different media types and can handle them appropriately.
dynamic as a contact center. With continuous change comes With Desktop Manager the agent can also pick calls manually,
a need for intuitive and flexible control. Desktop Manager using the Dispatching functionality. This means that VIP calls
is a sophisticated tool designed to enhance call control and can now be easily picked in the call queue independently of
contact center functions. routing.
Contact Center Agent Agent Dispatch: This feature allows agents to pick calls from
queues assigned as dispatch queue. Calls can be placed in a
Agent Directory: The Desktop Manager Directory license common hold to be retrieved by any other dispatch agent.
allows all Desktop Manager users to access the corporate Busy agents can resume calls in the queue for retrieval as
directory and search among users. With Agent Directory, users soon as they are ready.
can search any LDAP-compliant corporate directory by name,
extension, or department, and place a call via the graphical
user interface. Directory integration delivers enterprise-wide
directory services via an LDAP interface to assist in transfer-
ring calls.

Agent Dispatch call window

Agent Supervisor: Agents designated as agent supervisors

Agent directory: Find people within the whole organization can monitor agents on all media, manage their ready or not
based on name, skills, availability and more
ready status, and edit agents’ skill sets and corresponding
service groups, with an installed feature license. Although
supervisor coaching via voice is currently not implemented
in Solidus eCare™ a supervisor can coach an agent via text
messages. The scenario is that a supervisor is listening in
on the agent-customer conversation via the Solidus eCare™
Monitoring feature. The supervisor can then provide written
instructions to the agent via the desktop messaging feature.
Screen-recording is performed by third-party applications.

Call control features:

Answer call
Outbound call information
Clear call
Clerical time indication to monitor ”wrap-up” time after a
Agent Messaging: The Desktop Messaging feature license phone call or an e-mail
enables easy message distribution within a contact center for Conference
agents and agent groups. The contact center agents can send Consultation call
and retrieve text messages, request assistance, initiate intru- Entering of DTMF digits
sion and execute skills-based searches to locate an appro- Hold/retrieve call
priate agent for call support. Make call
Manual dial option directly from the call window
Redial a busy number
Redirect a call to another agent or service group when
appropriate
Transfer

Estimated waiting time and queue position are standard

queue and repeated queue message features. The number of
agents serving a queue can be announced by the IVR (Script
Manager) before passing a call off to the queue.

Outbound agent and scripting: Enables agents to parti-

cipate in outbound call campaigns, initiate calls to defined
campaigns, initiate calls to defined customers, utilize Preview
or Power dialing and initiate automatic callback for failed call
Illustrating a chat session in which attempts.
the agent can filter different attributes
It also permits agents to display a configured script when ini- ted IP soft phone in Desktop Manager agents can be provi-
tiating campaign calls, allowing agents to ask the customers ded with greater mobility when working as home-agents, for
questions, record their answers and automatically store the example. The solution can also be used to attain a more eco-
information in a database. Solidus eCare™ Campaign Manager nomic total solution.
allows users to import lists of calls to be made. Standard rou-
ting rules (skills, priority etc.) apply to campaign calls. IP Recording used with IP soft phones: Solidus eCare™ IP
Recording enables agents or supervisors to record any IP calls
Outbound Call Log: The outbound call log window displays made from the integrated IP soft phone in Desktop Mana-
call attempts to a specific customer for a specific campaign. ger. A supervisor can listen in to an ongoing call without the
knowledge of the agent.
Agent Personal Greeting: Agents with integrated soft
phones can record a personal greeting, which is played for The supervisor can also take over the call if necessary. Trunk
service group calls. or extension side recording on TDM connections is performed
with third-party recording systems
Call Qualification Codes: This feature allows agents to record
the outcome of each transaction/call to improve speed and Multimedia Agent
for reporting purposes.
E-mail, voice mail and faxes: E-mails are routed using the
Call Window customization: Enables agents to display the same skills-based routing engine used for voice calls. An
most relevant information, such as calling party number, incoming e-mail message can be automatically routed to the
name, call status, call duration, service group name and queue knowledge base or directed to an agent. Faxes and voice mails
time. from MX-ONE™ Messaging are presented as attachments to
e-mail messages when delivered to agents.
Agent Details Window: The feature Agent Details window in
Desktop Manager has a table at the bottom of the window Agents can query a Solidus eCare™ Internet Suite Knowledge-
in this real-time feature. The table shows a list of all service base and copy/paste answers to speed up email replies. Using
groups the agent has skills to serve, and counters for the num- Solidus eCare™ Internet Suite with e-mail, the system can
ber of received, answered, abandoned, rejected and timed- analyze the content of incoming e-mail messages and then
out calls. present a likely answer to the agent or automatically reply to
e-mail based on content scanning.
Real-time information: This feature allows agents to view
service group information about their own or other service Each agent who handles e-mails and/or SMS can configure the
groups. number of e-mails that are sent to his or her inbox. The agent
selects pertinent messages from the inbox for handling. In
Dynamic Data Exchange (DDE) and Component Object Solidus eCare™ 7.0, e-mail and SMS queues can also be confi-
Model (COM): The Desktop Manager DDE/COM feature gured to use the Agent Dispatch feature in which agents can
license can provide integration to a customer’s business appli- pick individual messages directly from the common queue.
cation. Based on caller information, such as caller ID and called Regular e-mail functions, such as formatting and attachment
number, the enterprise’s business applications can be initiated of files, are standard in Solidus eCare™ e-mail.
automatically to make the agent’s daily tasks easier. These so-
called CTI screen pops can be used to deliver information to SMS Agent: SMS messages from mobiles are routed using the
the agent related to the customer. same skills-based routing engine as for voice calls. Agents can
Support for IP telephone and soft phone: With the integra- reply to an incoming SMS message by sending a SMS message
back to the originator, or respond to an incoming voice call
request by sending a SMS message to an external destination
or replying to the SMS with a voice call. This enables you to
use SMS Agent to conduct customer surveys, lotteries, cam-
paigns etc.

An SMS sender can also be called directly. In Solidus eCare™

7.0, e-mail and SMS queues can also be configured to use the
Agent Dispatch feature where agents can pick individual SMS
directly from the common queue. With this feature, automa-
ted SMS messages about hours of operation, for example, can
Real time information window built into be sent from the IVR.
Solidus eCare™ Desktop Manager
Web Agent: With Web Agent agents can respond to customer
queries over Internet using text chat. Agents can be prompted customer. The history of the chat session is stored in the SQL
with appropriate answers from the knowledge base for more database for future access. The chat system can be used as
accurate and efficient handling of queries. an internal messaging system between the agents and their
supervisors, team leaders or traffic managers.
The agent can select the number of simultaneous chat ses-
sions allowed and whether or not to accept incoming voice
calls at the same time. An agent can also transfer a chat ses-
sion to another agent whereby the chat history is also trans- Remote agent, IP/SIP agent
ferred. All chat sessions are stored in an open SQL database
enabling the contents of a chat session to be sent to another
and mobile agent
Locating agents away from your main contact center can be a
powerful advantage in the CRM market. You can locate agents
where facility costs are lower, while at the same time attract
and retain skilled agents by providing them the flexibility of
working remotely either at home or in a branch office.

Remote agents working as part of the contact center staff

enable the extension of service hours by staffing across time
zones as well as meeting the demand for additional support
during peak business hours or holiday seasons, allowing agents
and enterprises to “bid” for schedules at their convenience.

Solidus eCare™ Remote Agent alternatives

E-mail/SMS message window
It is essential that the solutions are capable of extending the
support for remote agents to beyond the boundaries of the
contact center enterprises.

Solidus eCare™ Remote Agent can be achieved in various

ways, such as with an IP/SIP extension or remote extension.
Remote Agent can use any type of conventional phone or
CSR status monitor window
mobile phone (Mobile Extension) or a phone that’s connected
to a remote or foreign PBX, or public network (Remote Ext-
ension).

Remote contact center

Conversation monitor with customer

Aastra USA
2811 Internet Blvd
Frisco, Texas 75034
T 800 468 3266
www.aastrausa.com

EN/LZT 102 3894 RE

Copyright © 2009 Aastra USA. Non-contractual document. The data contained in this document is for information purpose only
and may be modified without prior notification.