Cisco E-Mail Manager Option

APPLICATION

• Browser based, thin client application

• High volume, inbound customer e-mail management system fully integrated to ICM

• Capable of processing free-form e-mails, Web form data, and other asynchronous types of messages or tasks, and all text-based inquires

• Comprehensive logging and auto-recovery system

BUSINESS RULES SERVER

• Hierarchical, branching rules for detailed processing of free-form e-mail, structured forms and other media.

• Graphical rule-building and testing environment.

• Comprehensive tracking of new messages, continuous and split communication threads.

• Automated message processing includes: message assignment to individual agents or teams, categorization, prioritization, and annotation, template suggestion to agents, auto-acknowledgement, auto-response, external notification, and more.

• Modular architecture for a distributed system of rules that match the organizational structure.

FLEXIBLE PRODUCTIVITY TOOLS

• Full-featured, Web-based interface providing access to tools for reading, claiming and responding to messages in one or more queues.

• Communication history, internal notes, message status and priority available for each message.

• For agents set for push routing, the system will automatically send the next message, of all queues for which agent is responsible, to their desktop for response.

• Templates from a list of suggested replies or other libraries accessible for insertion into response.

• Ability to define customer data variables in response templates. As agent opens a suggested or other library templates, CRM-based customer data will automatically populate the template. If no data exists a default value will be inserted.

• Case management tools for agents to reassign or escalate inquiries, collaborate on responses, split message threads, search message archives.

• Notification link to messages allows message notification to be sent to system users' e-mailbox with a direct link to message in system (requires user to input ID and password).

• Spellchecker with customizable dictionary to insure professional replies.

• Both push and pull message assignment methods configurable on the user level.

• MailTrack feature for employees beyond the call center to receive and respond to messages in their existing e-mail client, while maintaining full message tracking.

• Extensible architecture for integration with one or more already-implemented customer management systems.

EXTENSIVE MANAGEMENT TOOLS

• Queue status screens for customer support supervisors to monitor message queues and service level compliance.

• Configurable, time-based and load-based thresholds for personal and group e-mail queues.

• Ability to define detailed workflow for messages and queues that hit queue-specific thresholds. Automated actions can include pager notification and escalation or spillover to other queues. Additional rules-based processing can be performed on message to qualitatively define actions based on categories, mailbox, priority, etc. New option for round-robin assignment of overloaded queues based on agent skills.

• Filtering and bulk message management tools for supervisors to adjust queue-load based on message content, time in queue, sender, status, and more.

• Outbound mailing feature for the creation of mailing lists based on customer interest, sending of targeted mailings, and automated processing of replies.

• Built-in reporting tools for managers to generate reports on message traffic, system, agent and group performance, and customer inquiry trends.

• Real-time monitoring screens provide the most current information on agent activity and performance, as well as personal and skillgroup queue status.

ENTERPRISE-ORIENTED FEATURES

• Distributed system of rules, where a central rules server transfers inquiries to a hierarchy of subsequent rules servers, for more detailed processing within large organizations and system scalability. Requires custom configuration and quotation.

• Roles-based user settings for administrative tasks-including rule, user, queue and library management-to be distributed within the various departments.

• Detailed user settings and mail-access permissions define, for each agent, the response method and access to queues and messages in the system.

• Bulk user management tools for the easy configuration, role definition and management of large numbers of system users.

ICM ENTERPRISE AND IPCC ENTERPRISE INTEGRATION

Common Contact Center Agents

• Agent definition shared by all Cisco media-channels integrated to ICM Enterprise and IPCC Enterprise.

• Multi-media agents can be configured in any media-channel (e.g. voice, e-mail, or collaboration) and will be automatically created in the other channels. For example, if an agent is created in the E-Mail Manager Option that agent will automatically be created in ICM Enterprise or IPCC Enterprise and the Web Collaboration Option. The E-Mail Manager Option updates the Logger database when an administrator modifies a common agent.

Reporting

• E-mail management agent and skillgroup reporting is fully integrated in WebView.

• Multi-media reports broken out by channel.

Managed Interruptability for E-mail

• ICM Enterprise and IPCC Enterprise can interrupt an agent working on e-mail to handle voice or chat contacts.

ACD AND IPCC ENTERPRISE COMPATIBILITY

• Integrated routing for E-Mail Manager Option will be supported in both TDM ACD and IPCC Enterprise configurations.

• Enables customers to migrate at their own pace from a legacy ACD to an IPCC Enterprise configuration.

Note: Universal Queuing is only available with IPCC Enterprise.

Integration Process

• New wizard guides E-Mail Manager Option administrators through the integration process with ICM Enterprise and IPCC Enterprise.

Enterprise Skill Group Management

• Using ICM Enterprise or IPCC Enterprise configuration tools, an administrator can link related skill groups on multiple E-Mail Manager Option servers for routing and reporting purposes. (Example: Boston Sales and Seattle Sales on separate E-Mail Manager Option servers can be combined into a Sales enterprise skill group.)

Service Level Tracking Across Media-channels

APPLICATION SERVER OPERATING SYSTEM

• Windows 2000

APPLICATION DATABASE SUPPORT

Note: DB Server should be separate from application server.

• Oracle 8i (8.1.7)

• Microsoft SQL Server 2000

AGENT AND ADMINISTRATOR PLATFORMS

• Windows 2000

– Internet Explorer: 5.5 or 6.0

LOCALIZATION PROVIDED

• English (American)

• French (France)

• German

• Simplified Chinese (PRC)

• Korean

PART NUMBERS AND ORDERING