Aspect Telecommunications Inc has enhanced its Aspect CallCenter automatic call distributor to provide additional management information on voice system functions. Says the San Jose, California-based company, supervisors can now view voice system status and voice system trunk use on the same System Manager Workstation screens as other automatic call distributor functions. The screens show the percentage of voice system ports in use, the percentage of used voice system disk space, and the real-time status of individual voice system ports. And system managers can now request Voice Message reports, listing the number of outstanding and saved messages per user, and the number of outstanding callback messages by agent group. The call processing enhancement routes calls automatically based on conditions within the call centre. In addition to the existing Conditional Routing features on the Aspect CallCenter – which enable calls to be routed conditionally by the time of day, the number of calls in the queue, and the number of agents available to receive calls – the time of the longest call in the queue is now included as a factor in the routing of calls. These latest system enhancements are standard features on the As pect CallCenter and are available now on new systems – upgrades begin in North America this month.
