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IP-Phone im Helpdesk der RWE IT GmbH

IP-Phone im Helpdesk der RWE IT GmbH. IP-Phone Technik. VoiceGateways: Cisco 3825 Callmanager: Ver. 4.2 (3)sr2b - HP Proliant DL380 Cisco IPCC: Ver. 7.1.4 - HP Proliant DL380 Telefontypen: Cisco 7940/41 - Cisco 7960/61 - Cisco 7970/71. 1. HiCom/PSTN. 2. 2. 3. Voice Gateway. 4b.

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IP-Phone im Helpdesk der RWE IT GmbH

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  1. IP-Phone im Helpdeskder RWE IT GmbH

  2. IP-Phone Technik • VoiceGateways: Cisco 3825 • Callmanager: Ver. 4.2 (3)sr2b - HP Proliant DL380 • Cisco IPCC: Ver. 7.1.4 - HP Proliant DL380 • Telefontypen: Cisco 7940/41 - Cisco 7960/61 - Cisco 7970/71

  3. 1 HiCom/PSTN 2 2 3 Voice Gateway 4b 4a 4b 5 6 7 6 IP-Phone Call Flow Customer ICM Call Manager Daten Helpdesk-Agent Sprache

  4. IP-Phone Control • Eigen entwickeltes CTIOS Frontend (Visual Basic 6)

  5. IP-Phone Control Funktionen • Anmeldung als Mobil Agent möglich • Wahlmöglichkeit zwischen unterschiedlichen Profilen

  6. IP-Phone Control Funktionen • Auflegen • Vermitteln • Status wechseln • Anrufen

  7. IP-Phone Control Funktionen • Abfrage des Anrufbeantworters • Abfrage des Faxeingangs

  8. IP-Phone Control Funktionen • Notschaltung um Backoffice Gruppen temporär für die Callannahme im Helpdesk zu aktivieren.

  9. IP-Phone Control Funktionen • Senden von Nachrichten an einzelne Agenten oder Backoffice Gruppen.

  10. IP-Phone Control Funktionen • Anzeige von Agenten Bildern

  11. IP-Phone Control Funktionen • Erstellen und aktivieren von Störungsansagen

  12. Vielen Dank RWE IT GmbH Ralph Ballhausen - ralph.ballhausen@rwe.com Jörg de Brün - joerg_de.bruen@rwe.com

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