Star2Star CommunicationsStar2Star Communications

StarCenterAn Innovative and Feature Rich

Call Center Solution

From Star2Star Communications

Star2Star CommunicationsStar2Star CommunicationsStarCenter Key FeaturesStarCenter Key Features

Agent login/logout Single soft key login on Polycom phones – (also available via Portal) Agent “Away” / Unavailable state soft key on Polycom phones – (also available via Portal)

Advanced Ring Strategies Multiple Action Keys Flexible Announcements (4 Types) Enhanced Queue/Agent Reporting Queue Monitoring Multi-Queue Monitor Queue Specific MOH Administrative Monitor/Barge In/Whisper 9 Levels of Failover CallerID Routing Inbound Call Recording

Star2Star CommunicationsStar2Star CommunicationsStarCenter Lite FeaturesStarCenter Lite Features

This product acts exactly like our current full StarCenter product, however with the following exceptions:

Not multi-location 20-user limit across the customer No skills-based routing option No CallerID routing

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Star2Star CommunicationsStar2Star CommunicationsStarCenter – Seamlessly Integrates Into The Existing Web Portal

Non StarCenter SystemNon StarCenter System

StarCenter is seamlessly integrated into the Star2Star Web Portal making it easy to manage the powerful features.StarCenter is seamlessly integrated into the Star2Star Web Portal making it easy to manage the powerful features.

System with StarCenterSystem with StarCenter

Star2Star CommunicationsStar2Star CommunicationsStarCenter – Creating / Editing Queue’s

Queue Members - add queue members from Available Agents list

Star2Star CommunicationsStar2Star CommunicationsStarCenter – Creating / Editing Queue’s (contd)

Internal Direct Dial - use to access the queue from a local phone Display queue name? - to the Agent Ring Strategy (6 available) – determine how calls will ring the queue

Round Robin Skill Based Best Match Ring All Least Recent Random

Skills – set appropriate skill for Queue Record Calls to this Queue? – call recording feature on/off Exit When Empty – calls will be directed Failover Options if no Agents

logged in Max on Hold – determine max # calls allowed on hold in the queue.

When parameter is exceeded calls are directed to Failover Options Music on Hold Playlist - Queue specific Music / Message on Hold Agent Timeout – determine how long each agents phone will ring for Wrap-up Time – determine what period of time is allowed for agent

administrative tasks prior to receiving further calls. Use 0 if not required

Missed Calls Logout – number of calls agent can miss prior to being automatically logged out

Action Keys - set 0 – 9 action key options for callers Message – record message on the fly or upload mp3 or wav file

Position Announcement - system plays callers position in queue

Announce Frequency – how often the system plays the announcement

Wait Time Announce - system plays callers estimated wait time in queue

Announce Frequency – how often the system plays the announcement

Periodic Announce - upload custom announcement i.e. remind callers about action key options e.g. “Press 0 to leave a message”

Announce Frequency – how often the system plays the announcement

Hold Time Announce - system announces how long the caller has been on hold to the agent

StarCenter – Creating / Editing Queue’s (contd)Star2Star CommunicationsStar2Star Communications

Failover - set up to 9 levels of Failover (call treatment) options. Determine timeout between each option

Star2Star CommunicationsStar2Star CommunicationsStarCenter – Creating / Editing Queue’s (contd)

CallerID Routing - add CallerID’s to provide specific call treatment based upon that ID

StarCenter – Creating / Editing Queue’s (contd)Star2Star CommunicationsStar2Star Communications

StarCenter – StarCenter Manager - Agents

Select StarCenter Manager to Add / Edit / Delete Agents Set Agent PIN Select Skill and set Level as appropriate Determine if Agent is allowed individual Queue Login Set the call recording option if enabled on this system

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Existing Skills - add / edit skills

Star2Star CommunicationsStar2Star CommunicationsStarCenter – StarCenter Manager - Skills

Provides an overview of each queue configured on the system including agents and their associated skills

Monitor this queue – select this option to display a near real time queue monitor

Star2Star CommunicationsStar2Star CommunicationsStarCenter – StarCenter Manager - Overview

Queue Stats - provides key near real time metrics for each queue Agent Status – Logged in agents display in green, ringing agents display in orange, agents busy on

a queue call display in red, agents in wrapup display in blue and logged off agents are grey, agents in “Away” / Unavailable state display with parenthesis.

Star2Star CommunicationsStar2Star CommunicationsStarCenter – StarCenter Manager - Monitor

Multi-Queue Monitor - Is accessed via the main Phone System Configuration menu (Admin Users), and via Individual Phone Settings (for non Admin Users) i.e. Agents. Provides a near real time view of queue activity

Star2Star CommunicationsStar2Star CommunicationsStarCenter – StarCenter Manager – Multi-Q Monitor

Multi-Q Monitor - Displays a near real time browser view. Multiple queues can be selected and saved as queue group views for future use.

QUEUE STATS – Display detailed call metrics for each queue selected. AGENT STATUS - Logged in agents display in green, ringing agents display in orange, agents

busy on a queue call display in red (shows CallerID and Call Duration), agents busy on an outbound call display in dark red, agents in wrapup display in blue logged off agents are grey, agents in “Away” / Unavailable state display with parenthesis.

Star2Star CommunicationsStar2Star CommunicationsStarCenter – Multi-Q Monitor

StarCenter – Administrative Monitor / Barge in / Whisper

Destinations - use the StarCenter Admin function to Monitor / Barge in / Whisper on active agents

This function can be accessed via a menu that could be dialed from a phone in any location providing the ability the coach / train and monitor agents remotely

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StarCenter – Reports

Use the Web Portal REPORTS option to access historical reports Select the Queues tab and select the Queue required QUEUE SUMMARY, AGENT SUMMARY and STARCENTER CALL DETAIL (file export

to .CSV using MS Excel available)

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StarCenter – Reports (contd)

AGENT DETAIL REPORT available using the drill down feature in the AGENT SUMMARY (file export to .CSV using MS Excel available)

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StarCenter – Inbound Call Recording

Click the StarCenter Recordings link to display the StarCenter Recording selection menu. Search by Queue, Agent, Start Date, End Date, CallerID, Duration.

Click the StarCenter Recordings link to display the StarCenter Recording selection menu. Search by Queue, Agent, Start Date, End Date, CallerID, Duration.

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Click to display StarCenter Recordings that match your search criteria.All relevant records are displayed line by line showing the Queue, Agent, CallerID,

Timestamp, Duration and options to Play | Download | Delete

Click to display StarCenter Recordings that match your search criteria.All relevant records are displayed line by line showing the Queue, Agent, CallerID,

Timestamp, Duration and options to Play | Download | Delete

Enter search criteria as required then click . The search results are listed line by line. (See example below)

Enter search criteria as required then click . The search results are listed line by line. (See example below)

Star2Star CommunicationsStar2Star CommunicationsStarCenter – Inbound Call Recording

Star2Star CommunicationsStar2Star Communications

StarCenterAn Innovative and Feature Rich

Call Center Solution

From Star2Star Communications