Wednesday, February 19, 2014

DASHBOARDS & WALLBOARDS v4.0 - Sneak Peek

The 4.0 release of 2Ring DASHBOARDS & WALLBOARDS is expected around the end of March / early April, but here is your sneak peek: 

HTML Based Layouts/KPIs/Banners

Access any of the layouts built in 2Ring DW from your favorite browser. There is no need to install any specific app on your tablet or cell phone. Create standard bookmarks, and real-time data will always be at your fingertips.

HTML layouts can also be embedded into Cisco Finesse, Cisco Agent Desktop, or any other application that comes with an integrated browser.

Note: To view layouts that also include static/live video streams, flash objects, and PowerPoint slides, use the existing 2Ring DESKTOP Client or browsers with support for MS Silverlight. The list of browsers/platforms supported by MS Silverlight can be found here. The HTML based layouts, KPIs, and banner have been tested against IE 11 (incl. mobile version), IE 10, Safari (iPad and iPhone), Firefox 26, and Chrome 32.


Tabular KPIs (Filtering/Sorting/Paging/Scaling)

To display a list of agents (e.g. a list of agents consisting of agent name, state, NotReady reason code, and time in state), it was necessary to use a web-based report. These reports didn't scale like other KPIs and on top of it, the data provided by these reports had to be managed outside of the user-friendly CONFIGURATION Tool.

The added support for tabular KPIs takes care of both of these deficiencies that came with the use of web-based reports. Thanks to built-in filtering, you will be able to create multiple lists, one per every team or queue and then embed these lists into appropriate layouts so every audience receives relevant/personalized information. You will also be able to filter these lists further and only show agents who are logged in or NotReady. The use of sorting will enable you to focus agents’ attention even more on what really matters - e.g., place agents that have been NotReady for the longest time on the top of the list. Is your list still too long? No problem – the tabular KPIs include support for paging. And don’t forget, the tabular KPIs will scale in the same way as all the current KPIs to maximize the use of available space on the screen.

Sequences of Layouts

2Ring DW already offered an easy way to organize KPIs into sequences and then add such sequences into layouts. Now, we are introducing a new level of flexibility when it comes to building sequences - building sequences of entire layouts. This will allow supervisors to organize layouts in order of appearance. For example, you can display a layout with KPIs for X seconds, replace it with a layout that only or mostly contains a video or a slide-deck and run this layout for Y seconds, and then move to a layout that focuses on a different set of contact center KPIs.

Even more KPIs for UCCX

The number of KPIs provided out of the box for Cisco UCCX deployments is increased to 26, and now it will also include: Calls Outgoing, Calls Internal, Calls Preview Outbound, Calls Handled In Service Level, Calls Abandoned in XX seconds, Average Ring Time, Average Talk Time, Average Hold Time, Average Work Time, and Average Handle Time. 

Left to Right Scrolling of Banners

We listen to our re-sellers and customers from the Middle East, and so banners, message tickers, can now scroll from left to right as well.

Documentation Improvements

The documentation for DW version 4 covers all the new features mentioned above, but on top of that it will also include a new chapter on “How to build and register a custom KPI” and another chapter on “Bulk Installations of 2Ring DESKTOP Client.” Both topics will focus on helping internal IT departments utilize the solution even better 1) to build and register non-contact center specific KPIs into existing layouts in 2Ring DW, and 2) to do bulk installs of pre-configured DESKTOP Clients.

To stay in touch follow us on Twitter.
@MichalGrebac


2Ring PHONE SERVICES 7.1: Single-Step Installation Process

Quite a few engineers have managed to deploy 2Ring PHONE SERVICES on their own without getting any help from our resellers or us. The installation and configuration process is very well documented, but I, as an engineer who does many "IPPS" installs, must admit that it is obvious that as our development team was adding new features to the solution, it didn't pay much attention to the effect on the complexity of the installation process.

With the growing number of installations, we have decided to do something good for the world by saving each engineer deploying 2Ring PHONE SERVICES a little bit of time by ending the historical split of the installation process into x manual steps.

As of version 7.1, the installer will most likely look like this:



In one simple window, engineers will be able to decide which components and services to install, and they will be able to do a basic connection test to ensure that they are ready to proceed with the actual configuration of all the awesome "IPPS" services.

As always, feel free to contact me on Twitter @MartinGottfried or below in the discussion with suggestions for improving not only the deployment process, but the entire solution.

Request the free edition or a trial of the advanced edition here.


Wednesday, February 12, 2014

Basic Contact Center Features added to CUCM via 2Ring PHONE SERVICES v7

If you need to monitor your staff or if you need to provide a bit of desktop automation for them, but you are not yet ready to go with a Contact Center, take  a look at adding 2Ring PHONE SERVICES v7 to your deployment of Cisco Unified Communications Manager.


Some of the features that you will find there:

  • Silent monitoring that allows you to listen to the calls of your team;
  • Whisper coaching that you can use to guide your team without being heard by the customer / other  party.



Directly on your Cisco IP Phone, you can see when a call is being made or is coming in so you can decide if you want to monitor the call or start whisper coaching, and then switch between these two options while listening to the call.
The list of ongoing calls in your team is also available in the web UI of 2Ring PHONE SERVICES, which is more comfortable for the supervisor, especially if there are many calls in progress.



On top of this, the supervisor may also send messages to team members (a text, image or even a page) and access basic call and message reports at any time (how many seconds do employees let the phone ring before they answer?). Of course, if you need more detailed call reporting, take a look at 2Ring CALL ACCOUNTING, which is a much more robust reporting package.



As mentioned in the opening paragraph, 2Ring PHONE SERVICES is also able to bring a bit of automation. This means that for an incoming call, 2Ring PHONE SERVICES can pop-up a small Windows Client application that will provide your team with detailed information about the caller, including a link to the contact card on your web-based LOB (Line of Business) system (such as MS CRM, Salesforce, and others).


Last but not least, 2Ring PHONESERVICES also brings Black Listing functionality, so go ahead and build a list of customers who asked you not to call them or a list of those numbers from which you do not want any calls.

Is there any other contact center functionality that you would like us to bring to Cisco IP telephony? If so, let us know! If you would like to test the above, download a 60-day free trial of2Ring PHONE SERVICES here.

2Ring Team,