What’s Inside
- Password Reset — Allows your customers to reset their Windows domain password with a phone call. "How-to" questions comprise 27-43% of help desk contact volume (Gartner), and password requests are a significant proportion.
- Shared Incident Management — For incidents that affect many callers, such as a network failure, integration with the HEATBoard offers self-service options that can save your organization from being overwhelmed and your service reputation from being further damaged. Callers can open a new ticket by pushing a single button.
- Voicemail Call Ticket — A caller can create a ticket with a voice message attachment, by entering a problem identifier and leaving a message. A HEAT business rule can automatically "pop" these voicemail call tickets to analysts' screens during low call volume.
- Ticket Status IVR (Interactive Voice Response) — FrontRange Voice can access fields in HEAT to generate automated status updates, utilizing a variety of identification methods. For example, "status," "journal notes," and "description" fields can be read back to callers.
- Caller I.D. with Screen Pop — The system can route calls to the person most qualified to answer. Caller I.D. identifies the individual while the call is in the queue. The system checks the HEAT customer information database for information to route the call, for example, what product the customer owns or who serviced the customer previously.
- Outbound IVR Notification — Automated outbound follow-up calls can efficiently gather information and effectively disseminate information. Some examples are providing information about process milestones, getting approvals, or identifying tickets with insufficient or no activity, thus improving service desk metrics.
- SLA Real-Time Screen Pop — A call ticket nearing its SLA limit can automatically "pop" a notification on the analyst's screen, enabling timely interaction with the customer and effective SLA management
System Requirements
SIP Hardware
- RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
- RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
Computer Hardware
- CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
- 512 MB RAM
- 2GB HDD
- XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
- 100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
Required Software
- Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
- TCP/IP configuration (domain membership is recommended, but is not required)
- Internet Explorer® 6.0 or higher
Optional Software
- SAPI5-compliant Text-to-Speech (TTS) engine(s)
- ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
For more information, contact your FrontRange representative or your authorized FrontRange Solutions Partner.