Howto:AnyContact innoACD - SNcom - Partner App

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Product Name

SNcom GmbH: anyContact innoACD

Vendor

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication. We connect people with businesses, systems with processes, and technology with strategy. Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

SNcom GmbH - About us

Description

SNcom GmbH offers “anyContact innoACD”, an independent call/contact center solution for intelligent call handling on the innovaphone App Platform.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent skill-based routing: Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on innovaphone Waiting Queues, which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

anyContact innoACD

Requirements

To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

innovaphone PBX:

A running installation of the innovaphone PBX is required.

innovaphone AppPlatform:

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

Administrative rights on the innovaphone PBX:

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

Functions

For a detailled description of mentioned functions, please refer to the official online reference manual of anyContact innoACD.

• Skill-Based Routing
• Agent Client
• Dashboard
• General Contact Center Features

inno ACD Apps

A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

Administrative Apps

AC Admin	This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
AC Agent Admin	This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
AC Queue Admin	This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.

Agent Apps

AC Agent	With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
AC Dashboard	This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.

Licensing

App(manufacturer-appname)
Service(manufacturer-appname)

Versions

Compatible innovaphone firmware versions

• innovaphone V13r?

Application versions used for interop testing

• vendorname productname versionno
• innovaphone V13r?sr?

Contact

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ContactName

Street

ZIP City Country

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Fax:

Mail: contactname@companyname

For any questions please refer to our contact page.