Aceyus RealDirector

RealDirector is a web based interface that enhances the Cisco ICM and UCCE call-routing platforms. RealDirector provides your support staff with the ability to modify ICM routing rules at a moment’s notice without logging into an HDS or AW. The standard call routing tools that are included are the 7-Day Hours of Operation manager, with holiday and special meeting override capabilities, as well as a Percent Allocation application which allows users to direct call volume to alternate destinations without needing to access the ICM Script Editor. RealDirector also provides the ability for system managers to create custom call routing tools in order to manage any user variables that are referenced in their call routing scripts.



KEY FEATURES

01 HOURS OF OPERATION
Control your call center’s hours of operation at the site level and at the individual queue or skill level. Included with this tool is the ability to override these settings and immediately close sites in case of emergencies or meetings, along with the ability to keep centers open longer to cover shifts for other sites.

02 PERCENT ALLOCATION
The Percent Allocation tool gives you the ability to manage outsourced call volume, pace your customers’ exposure to new script roll outs, or even direct call volume when PGs or other network infrastructure components are down. The best part is that once the RealDirector integration is completed these updates can be made without any changes to the actual ICM scripts that route the affected volume.

03 CUSTOM TOOLS
With RealDirector’s simple interface system administrators can quickly establish new call routing tools. Within minutes you can create screens that will allow you to control parameters to affect call overflow (e.g. service calls routing to sales when > 5 agents are available, or service calls to sales when service ASA > 60 seconds), special message playback (inclement weather, long queue times, etc), or just about any parameter you can think of.

04 AUDIT TRAIL
All tool activity is logged in the Audit trail, providing administrators an instant record of who is making routing changes and when. Audit reports can be run ad-hoc or automatically scheduled and emailed on a daily basis.

05 ACCESS CONTROLS
Access to the various tools within RealDirector is controlled via group management. You can specify which tools a given user can access, and even which specific objects within a tool that the user can modify, thereby giving you the ability to hide sensitive controls from certain groups or users.

06 ACTIVE DIRECTORY INTEGRATION
RealDirector, like other Aceyus products, can completely integrate with your Active Directory, allowing all the password and group memberships to be managed via your Windows domain.

For more information, download our comprehensive RealDirector product sheet.