I know what you did last Monday...

The efficient controlling of a contact center requires certain mechanisms and heaps of information which are not entirely provided by the average telephony systems.

On the basis of the Cisco CallManager, the contact center modules of the CONET IP Phone Suite approve themselves in the field of Cisco IP Telephony and offer some useful add-on modules for the flexible use in contact center infrastructures:

• CONET Service Level Monitor
  Shows the current availability of the contact center
  
  
• CONET Group Monitor
  Shows the current group structures and the status of agents
  
  
• CONET ReSkilling Service
  Enables agents to join or leave groups
  
  
• CONET History Service
  Shows the history of previous contacts

All contact center modules of the CONET IP Phone Suite are completely web-based and therefore work independently from any platform. Just as the administration of calls and CTI, the modules smoothly blend into the Cisco Agent Desktop. From there, the agent and the contact center management can call up different functions easily.