1 / 12

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.

josie
Télécharger la présentation

IP-Phone im Helpdesk der RWE IT GmbH

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  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

More Related