7.5.4 Contact Centres

What Is a Contact Centre?

The Contact centre is a routing object working together with the 2N^® Contact Centre Solution external application. The main purpose of the application is to route incoming calls to 2N^® NetStar to one or all logged users (agents) of the Contact centre depending on the strategy selected. In case all the Contact centre agents are busy, the call is put in a queue. The 2N^® Contact Centre Solution also offers detailed call statistics.

The application communicates with 2N^® NetStar via the XML API interface and provides a user-friendly web interface.

Configuration

The Contact centres are set automatically when the project is created in the 2N^® Contact Centre Solution. The NS Admin configuration tool allows you to set the following two parameters only:

• Default destination – is applied only if the call is routed to the Contact centre project outside the working hours (as set in the external application) or if no responsible agent is logged in.
• Destination at connection loss – when the 2N^® NetStar – 2N^® Contact Centre Solution connection fails, the call is routed to the set destination.