Howto:DynamicTeams - aurenz - 3rd Party Product

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Contents

Product Name

aurenz GmbH DynamicTeams

DynamicTeams is part of UC-Analytics which offers a wide range of features.

Certification Status

Image:Referralprod.PNGThis product is listed due to a customer testimonial. No tests have been conducted by innovaphone.

Testing of this product has been finalized 8th June, 2022.

Category

Inbound-/Outbound Contact Center Applications, incl. Automated Call Distribution and IVR

Call Statistics, Call Monitoring Systems

Vendor


aurenz GmbH - Your reliable specialist for UC analyses and accounting. For over 30 years, we have been working together with renowned sales partners worldwide. aurenz GmbH offers software solutions for analysing the accessibility in the company in order to optimize corporate communication.

aurenz GmbH - About us

Description

Use the DynamicTeams from aurenz to turn normal hunt groups into flexible service teams in which the agents can log in and out independently as required. The presence status of the agents is displayed on a team basis. A group-related call journal with callback status allows lost calls to be followed up in a targeted manner. With the supervisor dashboard as a monitoring tool, the team leaders keep track of the workload of the teams, which is a challenge especially today in home office times and teams that work from distributed workstations.

aurenz GmbH - About this application


Image:Icon_DynamicTeams-110x110-transparent.png

DynamicTeams - Monitoring and Self-Management of Call Queues and Hunt Groups

Agents of hunt groups or call queues can log themselves into and out of individual groups. the agents can see the presence status of the all the members of the group and can thus decide for themselves whether it is the right time to leave the group, for example. DynamicTeams also provides a list of lost calls to the agents and the possibility to track the call back actions. In addition to the functional enhancements of hunt groups and waiting queues, DynamicTeams provides detailed monitoring. With meaningful dashboards, supervisors can keep an eye on reachability, group utilization, and call volume. It is also possible for supervisors to maintain the grops (adding/removing users as agents). DynamicTeams can be loaded as myApp-App and runs within the myApp.


Functions

Static hunt groups (e.g., support, head office, etc.) become dynamic hunt groups, expandable if necessary. At a glance:

  • Supervisor Board: monitoring and management of hunt groups
  • Agents can log in and out
  • Agent status display
  • Adding agents automatically by full utilization
  • Warning alert when less agents are available
  • Extensive statistics
  • Adaptation to routing scripts not necessary

Provided APIs

  • Client API
  • PBX API
  • PBX REST and SOAP API

Licensing

The license price depends on the amount of extensions that are involved. Please contact aurenz for a specific price offer

Prerequisites

In order to be able to use DynamicTeams, the UC-Analytics software must be installed and licensed.

Versions

Compatible innovaphone firmware versions

  • innovaphone V13r1
  • innovaphone V13r2

Application versions used for interop testing

  • aurenz UC-Analytics 12.2.1
  • innovaphone V13r1sr21

Configuration

Configuration of DynamicTeams for innovaphone Configuration


Contact

aurenz GmbH
Hans-Boeckler-Str. 29
73230, Kirchheim unter Teck
Tel: +49 7021 73888 0
Fax: +49 7021 73888 30
Mail: info@aurenz.de

For any questions please refer to our contact page.

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