1. Introduction
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Welcome!
This manual gives you background information on the Ncontactcenter solution.
Please use the manual before using the solution, it will help you becoming familiar with the system.
We hope you enjoy using your Ncontactcenter.
Subject to change
Version 1 / 01.2017 (en)
| Type | Icon/Character | Description |
| NOTE
CAUTION
WARNING |  | NOTE: Information that is useful but not critical to the reader.
CAUTION: Tells the reader to proceed with caution.
WARNING: Stronger than CAUTION; means "don't do this" or that this step could be irreversible, e.g., result in permanent data loss. |
| TIP |
| Useful tips that provide additional information. |
| Procedure | 1. 2. 3. | Procedures are numbered steps to perform an action, where the order of the steps is relevant. |
| Result of procedure/action | ⇒ | Indicates the result of an action//procedure. |
| Lists | • • | Used for listings and items where the order of steps is irrelevant. |
Ncontactcenter is a web-oriented ACD solution that employs browser technology for the management and display of call center data.
The solution offers defined rules and requirements for incoming and outgoing calls, as well as multi-channel communication. Administration, as well as monitoring and system use on part of supervisors or agents is conducted using a web-based interface and can be accessed via the Internet. The solution includes the following services:
- ACD
- IVR
- Dialer
- Integration into backend systems
- Agent and queue monitoring
- Neorecording Integration (coming soon)
The configuration of Ncontactcenter is carried out by NFON TC.
The Ncontactcenter solution connects to the NFON PBX via a SIP trunk. Consequently, the call goes over from the PBX to the Ncontactcenter solution.
All call forward and call flow logic lies within the Ncontactcenter solution. The call remains in the Ncontactcenter solution until its end. This allows comprehensive reporting and conclusive statistics.
During all this time, the desktop telephone itself serves only for taking and ending the call.
Logging in and off as an agent as well as all further call control takes place in the Ncontactcenter solution.
The solution currently does not include CTI, directory or presence intergration into the NFON PBX.
Below you will find some of the Ncontactcenter features:
- web-based solution without client installation
- flexible customization of web pages
- extensive rights management system
- complex standard call flow
- graphical IVR GUI allows simple call flow creation
- context-sensitive help
- variety of distribution algorithms (also hybrid forms)
- step function for skill management
- last agent (calculable over 24h ahead)
- skill correction on status
- guided transfer in support of free of charge queues
- agent remains available until the target responds
- supervisor supervisor loggs on agents that are logged off
- call statuses allows flexible job assigning (calls, call back, emails...)
Administration tool
The administrator disposes of a web interface, which offers him the possibility of editing any system features.
Online help
The complete application is equipped with a comprehensive online help.
Callflow Design GUI
The call flow can be graphically designed over a GUI. All individual elements are equipped with online help.
Wallboard
The wallboard provides a variety of typically available real-time displays, which depending on the requirements can be combined to one view.
Statistics
The system comprises standard statistics, which are available as tables and offer all discussed measured values.
Users can subscribe to statistics via a scheduler and will receive them e.g. by email at a specified time.
Optionally, the reports can be displayed with graphics, which are available in the licensed tools.
Method
- Properly prepared specification through a structured workshop
- Clear communication with requirement specifications
- Project support and adjustment during going live
Following services are offered:
Services
- Ncontactcenter Workshop process analysis on site (service)
- Ncontactcenter configuration, remote (set-up call flows according to workshop)
- Ncontactcenter project-specific adjustments, per man/day
- Ncontactcenter putting into service on site / going live, per man/day
- Ncontactcenter agent training on site
- Ncontactcenter supervisor training on site
- Ncontactcenter administrator training on site
- Ncontactcenter configuration, remote. Online configuration at cost.
Where can you get help?
You can use various sources for help concerning your issues. Please use them in the order suggested here:
| NFON AG | Zielstattstraße 36 81379 München Tel.: + 49 89 45 3000 www.nfon.com |
| nfon.com | At nfon.com under Service you can find an overview of all documentation, downloads, blogs and portals as well as help pages and further information. For any feedback to documentation, please contact redaktion@nfon.com |
| portal.nfon.com | The home page of the service site contains various links to manuals, brief instructions, software downloads and templates. Please read these manuals thoroughly. They help you get the most out of your telephone system. |
| support.nfon.com | The NFON AG support website contains detailed FAQs with valuable information pertaining to your telephone system. You can always check the status of your support inquiries and respond to further inquiries. |
| Support hotline for existing customers | If neither the manuals nor the FAQs or other contents of the support website provide a solution, you can open a support ticket by phone. If neither the manuals nor the FAQs or other contents of the support website provide a solution, you can open a support ticket by phone.
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| Support hotline for test customers | Test customers are routed to a service hotline tailored to their specific needs. Our staff for this hotline is available Monday to Friday from 9 am to 5 pm at +44 20 3740 6740 for UK and +49 89 45 300 553 for Germany. Unfortunately, we are unable to provide support for test customers outside of these business hours. |
 | Support for German customers: portal.nfon.com ~ support.nfon.com ~+49 800 63 66 555 |
 | Support for customers in the UK: portal.nfon.com ~ support.nfon.com ~ Hotline +44 20 3740 6740 |
 | Support for customers in Austria: portal.nfon.com ~ support.nfon.com ~ Hotline +43 2742 7 55 66-555 |
 | Support for customers in France: portal.nfon.com ~ support.nfon.com ~ Hotline +33 01 88 45 38 00 |
 | Support for customers in Italy: portal.nfon.com ~ support.nfon.com ~ Hotline +39 02 99749 920 |
 | Support for customers in the Netherlands: portal.nfon.com ~ support.nfon.com ~ Hotline +31 88 938 2444 |