I stopped by one of the vendors today that I’m preferring for switchboard and contact center solutions at my customers, to talk with Bjarne Henriksen, Partner from Competella about a new product they will release within a couple of months.
The product is called: Competella Call Distributor
The Call Distributor is essential an replacement for response group service in Lync Server 2013, which in many areas are good, but after my opium is also missing some more advanced controls and call handling.
When you are using response groups in Lync, it will not be able to leverage the settings you have made like call forwarding or sim-ring etc. which for some customers is annoying because they can’t answer response group calls on their mobile phone.
Also if there are not agents logged in to the response group, the caller must wait for the defined timeout value before they are transferred to another queue or number – this is also annoying, if you have a support staff which must answer a helpdesk, but at the same time is sitting at his computer all the time.
The Call Distributor will solve these issues, and that without installing any third party clients on the agents computers. They only need to sign in to the response group from a web page.
The feature set for the Call Distributor will be:
- Greeting message
- Support for Simultaneous Ringing
- Automatic call distribution: supports longest idle, serial call, round Robin and parallel ringing
- Call queuing with Music-on-hold
- Web-based configuration of greeting messages, opening hours, overflow actions etc.
- Agents can be connected to multiple queues
- Calls can be distributed to soft/hard phones and mobile phones.
- Agents can log in/out to a queue using a Web application (also from a mobile phone)
- Call Distributor can be combined with Competella IVR (Interactive Voice Response)
- Traffic analysis reports (incoming calls, abandoned calls, recalls, handling time, queue time, answering time for queues and agents)
- Scalable from single server configurations to large High availability solutions with Load Balancing using Hardware Load Balancers.
- Support for advanced overflow action, like no agents login to queue.
- Support for SQL Mirroring Cluster
The Call Distributor will require a small server for the backend to run on, and sizing on the server will be depended on how many users are in a queue at a give time.
Below is a couple of screen dumps of the administration side of Call Distributor
Picture showing how to define agents
Picture showing how to define the actual queues
As I said in the start, the product should be released very soon, and I’m definitely looking forward to getting my hand on it, and as with the other products I have worked with from Competella, you will get what they are promising and it will work.