Star2Star Communications StarCenter An Innovative and Feature Rich Call Center Solution From Star2Star Communications

Star2Star Communications StarCenter Key Features n Agent login/logout n Single soft key login on Polycom phones – (also available via Portal) n Agent “Away” / Unavailable state soft key on Polycom phones – (also available via Portal) n Advanced Ring Strategies n Multiple Action Keys n Flexible Announcements (4 Types) n Enhanced Queue/Agent Reporting n Queue Monitoring n Multi-Queue Monitor n Queue Specific MOH n Administrative Monitor/Barge In/Whisper n 9 Levels of Failover n CallerID Routing n Inbound Call Recording

Star2Star Communications StarCenter Lite Features n This product acts exactly like our current full StarCenter product, however with the following exceptions: n Not multi-location n 20-user limit across the customer n No skills-based routing option n No CallerID routing

Star2Star Communications

StarCenter – Seamlessly Integrates Into The Existing Web Portal Non StarCenter System StarCenter is seamlessly integrated into the Star2Star Web Portal making it easy to manage the powerful features. System with StarCenter

Star2Star Communications StarCenter – Creating / Editing Queue’s n Queue Members - add queue members from Available Agents list

Star2Star Communications StarCenter – Creating / Editing Queue’s (contd) n Internal Direct Dial - use to access the queue from a local phone n Display queue name? - to the Agent n Ring Strategy (6 available) – determine how calls will ring the queue n Round Robin n Skill Based n Best Match n Ring All n Least Recent n Random n Skills – set appropriate skill for Queue n Record Calls to this Queue? – call recording feature on/off n Exit When Empty – calls will be directed Failover Options if no Agents logged in n Max on Hold – determine max # calls allowed on hold in the queue. When parameter is exceeded calls are directed to Failover Options n Music on Hold Playlist - Queue specific Music / Message on Hold n Agent Timeout – determine how long each agents phone will ring for n Wrap-up Time – determine what period of time is allowed for agent administrative tasks prior to receiving further calls. Use 0 if not required n Missed Calls Logout – number of calls agent can miss prior to being automatically logged out n Action Keys - set 0 – 9 action key options for callers n Message – record message on the fly or upload mp3 or wav file

n Position Announcement - system plays callers position in queue n Announce Frequency – how often the system plays the announcement n Wait Time Announce - system plays callers estimated wait time in queue n Announce Frequency – how often the system plays the announcement n Periodic Announce - upload custom announcement i.e. remind callers about action key options e.g. “Press 0 to leave a message” n Announce Frequency – how often the system plays the announcement n Hold Time Announce - system announces how long the caller has been on hold to the agent StarCenter – Creating / Editing Queue’s (contd) Star2Star Communications

n Failover - set up to 9 levels of Failover (call treatment) options. Determine timeout between each option Star2Star Communications StarCenter – Creating / Editing Queue’s (contd)

n CallerID Routing - add CallerID’s to provide specific call treatment based upon that ID StarCenter – Creating / Editing Queue’s (contd) Star2Star Communications

StarCenter – StarCenter Manager - Agents n Select StarCenter Manager to Add / Edit / Delete Agents n Set Agent PIN n Select Skill and set Level as appropriate n Determine if Agent is allowed individual Queue Login n Set the call recording option if enabled on this system Star2Star Communications

n Existing Skills - add / edit skills Star2Star Communications StarCenter – StarCenter Manager - Skills

n Provides an overview of each queue configured on the system including agents and their associated skills n Monitor this queue – select this option to display a near real time queue monitor Star2Star Communications StarCenter – StarCenter Manager - Overview

n Queue Stats - provides key near real time metrics for each queue n Agent Status – Logged in agents display in green, ringing agents display in orange, agents busy on a queue call display in red, agents in wrapup display in blue and logged off agents are grey, agents in “Away” / Unavailable state display with parenthesis. Star2Star Communications StarCenter – StarCenter Manager - Monitor

n Multi-Queue Monitor - Is accessed via the main Phone System Configuration menu (Admin Users), and via Individual Phone Settings (for non Admin Users) i.e. Agents. Provides a near real time view of queue activity Star2Star Communications StarCenter – StarCenter Manager – Multi-Q Monitor

n Multi-Q Monitor - Displays a near real time browser view. Multiple queues can be selected and saved as queue group views for future use. n QUEUE STATS – Display detailed call metrics for each queue selected. n AGENT STATUS - Logged in agents display in green, ringing agents display in orange, agents busy on a queue call display in red (shows CallerID and Call Duration), agents busy on an outbound call display in dark red, agents in wrapup display in blue logged off agents are grey, agents in “Away” / Unavailable state display with parenthesis. Star2Star Communications StarCenter – Multi-Q Monitor

StarCenter – Administrative Monitor / Barge in / Whisper n Destinations - use the StarCenter Admin function to Monitor / Barge in / Whisper on active agents n This function can be accessed via a menu that could be dialed from a phone in any location providing the ability the coach / train and monitor agents remotely Star2Star Communications

StarCenter – Reports n Use the Web Portal REPORTS option to access historical reports n Select the Queues tab and select the Queue required n QUEUE SUMMARY, AGENT SUMMARY and STARCENTER CALL DETAIL (file export to.CSV using MS Excel available) Star2Star Communications

StarCenter – Reports (contd) n AGENT DETAIL REPORT available using the drill down feature in the AGENT SUMMARY (file export to.CSV using MS Excel available) Star2Star Communications

StarCenter – Inbound Call Recording Click the StarCenter Recordings link to display the StarCenter Recording selection menu. Search by Queue, Agent, Start Date, End Date, CallerID, Duration. Star2Star Communications

Click to display StarCenter Recordings that match your search criteria. All relevant records are displayed line by line showing the Queue, Agent, CallerID, Timestamp, Duration and options to Play | Download | Delete Click to display StarCenter Recordings that match your search criteria. All relevant records are displayed line by line showing the Queue, Agent, CallerID, Timestamp, Duration and options to Play | Download | Delete Enter search criteria as required then click. The search results are listed line by line. (See example below) Star2Star Communications StarCenter – Inbound Call Recording

Star2Star Communications StarCenter An Innovative and Feature Rich Call Center Solution From Star2Star Communications