Convergence Communications

Expand the Ability of Your Telephone System with RoseComm ACD/IVR. RoseComm is a complete call center solution, offering many features only offered by more expensive call center applications.

RoseComm receives calls from the outside telephone network and offers callers an interactive menu system through the IVR application. The IVR application can interact directly with an ODBC-compliant database, or it can route the caller to the ACD application.

The ACD application places the caller in a phone queue, called an ACDGroup, based on rules that are fully customizable. The Remote Monitor application receives real time status information about agents and calls in the ACD queue. The administrator can monitor call volume and drag calls to different groups to balance call volume.

When the caller is routed to an agent, the agent sees data in the Screen-pop application from the ODBC database. This data is presented in a form that was created by the Form Designer application. When the form is created in Form Designer, the elements of the form are tied to fields in the database. As a result, the agent can make changes in the data directly from the form in the Screen-pop application.

RoseComm ACD/IVR is a turnkey system which includes all the RoseComm modules as well as all the server hardware and software.

IVR Application

• Unlimited auto attendants, and unlimited department menu and sub-menus
• Customize day and night IVR schedules
• IVR schedule tree view and call flow view
• Automatic voice line configuration
• Playback/record your desirable wav file in schedule
• Save/restore IVR schedule
• Associate with your database/access database/update database
• Transfer to ACD
• Transfer to extension groups
• Transfer to extensions

ACD & Monitor Applications

• Agent/group editing - one agent can be assigned to multiple groups
• Agent/group tree view
• Advanced call distribution options based on 'any available agent' or 'having longest waiting time', 'having shortest answering time' and 'having least answering count', etc.
• Overflow treatment - if call is not answered in ACD group, the call can be sent to operator
• Save and restore ACD configuration
• Management reports
• Skill-based routing - call can be distributed based on group priorities or agent skill levels
• Real time monitoring
• Up to 64 groups

Form Designer Application

• Associate with ODBC compatible database
• Customize forms for agent screen pop

Agent Screen-pop Application

• Agent login/logout
• Answer/hang up/transfer
• Ready/Pause/Break time
• Group status title bar banner
• Transfer calls with customer information to another agent

• Easy to Use
  RoseComm is a Windows-based application with a simple, Wizard-driven, point-and-click user interface that lets you manage your system simply and easily.
  
  
• A Complete Call Center Solution
  Once you own RoseComm Suite, you have everything you need including IVR, ACD, Monitor, Report, Agent Application, etc for your customer service center. You don't have to buy an IVR system from one vender, and buy an ACD from another vendor, ensuring your investment for the long term.
  
  
• Minimal Training
  Since the system is so easy to use, it only requires minimal training to learn how to manage the system properly. In addtion, we provide you the RoseComm server that it is preinstalled with all the necessary components and have been fully tested. What you have to do is to connect server to your Panasonic KX-TD switch, and turn on your server. Then you will be able to start to use RoseComm system.
  
  
• Easy Configuration
  RoseComm supports any ODBC-compatible database. It is just point-click to let RoseComm IVR and RoseComm ACD associate your current database. Then your system is able to answer caller's needs automatically through a direct tie from IVR to account information in the database, or your system can automatically send customer records to an agent via a pop-up screen when calls arrive through ACD routing.
  
  
• Real-time Monitoring
  Remote Monitor displays a full range of information to help you manage your business in real time.
  
  
• Managing Report
  RoseComm supports standard management reports that let you analyze trends and performance of your customer service center over specific periods of time.
  
  
• Flexibility to Grow
  RoseComm give you flexibility, handling as many agents as the Panasonic PBX will allow.

SET-UP

Minimum Specifications

Panasonic Switch Requirements:
TAPI supported KX-TD816, KX-TD1232, and KX-TD500 switches

Other Requirements:
Server:
1. Panasonic TAPI Service Provider (software)
2. Dialogic Voice Card

Interfaces:
RoseComm CTI Link (RS232)
LAN Interface
Standard Relational Database (ODBC compliant)