Skills Based Call Routing The AXXESS uses a powerful & world class Automatic Call Distribution engine to circulate calls within a "hunt group" to the agent who has been idle for the longest time or who has answered the fewest calls. Unfortunately this can not take into account the varying levels of skill that agents may have at answering calls to each hunt group. Although it is sometimes possible to ingeniously configure multiple hunt groups to achieve a form of Skills Based Call Routing, this can become difficult to configure and almost impossible to manage as agent's skill levels change or more skill sets are added into the equation. SkillSet Manager by contrast, removes any such limitations and provides an extremely simple yet powerful way to control call distribution based on agent skill levels. It can be reconfigured in seconds to match any changes in the call centre's requirements.



Queues (or Skills)
Each queue can be configured individually with a range of timeouts, call distribution, recording and alerting options. Timers control the durations for which calls "camp-on" to busy agents or ring agent's terminals before advancing to the next agent if unanswered. Agents may be allowed "wrap-up" time during which to complete a transaction or paperwork before being offered another call. The switch can be configured to play queuing announcements to callers without affecting SkillSet Manager's functionality.






Agent Monitoring and Control
SkillSet Manager uses colours to highlight the state of each agent in real time. The supervisor can log an agent in or out or change their Do Not Disturb status at the click of a mouse. Agents may automatically be forced into Do Not Disturb if required whenever they allow a call to ring their terminal and remain unanswered. This may occur if they leave their desk without first invoking Do Not Disturb or logging out. When a specific agent's activities require closer monitoring, an Agent Calls window can be displayed (see facing illustration) This will list any calls present at that agent's terminal including internal calls, calls on hold and calls awaiting answer. Details such as each call's duration, DDI digits, the other party's telephone number and call direction ensure that abuse is easily spotted. Skill Level 3 Skill Level 2 Overflow Timeout Overflow Timeout Skill Level 1.



Queue Monitoring
The number of calls waiting for each queue as well as the duration for which the longest waiting call has been ringing are displayed on-screen. Each queue may be configured so that an additional visual or audible indication is triggered whenever a particular threshold (number of waiting calls or duration of longest waiting call) is reached.

SkillSet Manager is available in two product versions: SkillSet Manager Standard offers the full suite of features described above. SkillSet Manager Lite offers a reduced set of features and is intended for applications that do not require all of the functionality that may be needed in an inbound call centre. The features available in each version are shown in the table below.




**The call recording feature can be used to activate either OAI Activated recorders or the Inter-Tel "Record a Call" function for sample/ training purposes only. It is important to note that the "Record a Call" functionality is limited by the number of ports available for recording on the Inter-Tel Axxessory Talk voicemail system as well as the amount of storage to hold the recorded calls. Inter-Tel cannot be held responsible for such limitations of capacity on the recording device or its impact on Axxessory Talk systems.