Integration Server features

Integration Server provides several advantages by integrating call center components.

A single installation of Integration Server can simultaneously integrate multiple Automatic Call Distributors (ACD), Computer Telephony Integration (CTI) Servers, Report Servers, and Intelligent Routers within the Workforce Optimization Solution server which accesses and imports agent information, monitors agent adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities., and synchronizes agent data from multiple sources.

In addition, the Integration Server includes error detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. and logging features, and reporting for easy troubleshooting, and the ability to manage the adapters and interfaces except for the parts which reside on the source systems.

The Integration Server simultaneously supports a variety of technologies, including:

• Remote configuring and monitoring

• Simultaneous support of multiple types of data sources

• Historical data import

• Dynamic report importing workflow management

• Diagnostics

• Enhanced error logging with user-configurable viewer

• Automatic startup as a service

• Extensible, including custom solutions

• Multi-contact The entire communication experience for a customer, from beginning to end. support

• Multi-contact adapters

• Time Collection (Real-Time Agent Adherence (RTAA))

• Historical Time Collection (Historical Agent Adherence (HAA))

• Data Junction

• Agent configuration

• Agent performance data import