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TAS Features in OnviCenter 6.1.3
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OnviCenter 6.1.3 Software Release is complete. It is the result of thousands of hours of development, detailed coordination with the OEO Technical Committee and
months of beta testing. OnviCenter 6.1.3
is the best OnviCenter software release
to date, incorporating resolved issues
and new features.
Below are new TAS features coordinated with the OEO Technical Committee and prioritized by survey response from the OEO membership.
- Operator playback and history is now accessible for the past 24 hours. Previously, the operator could only access history and call recordings from the last time they logged into the system.
- Echo history is now available. The Echo log presents the operator name and time when echo is closed.
- Night bell is now available.
- OnViews Manager permission levels have been expanded to enable individual permission for each log view.
- Caller ID is now presented on the Operator screen for incoming calls. Caller ID can also be sent to programmed pages.
- The F4 Operator List now presents the account the operator is working.
- Date and time of each display is presented on the Dispatch Display.
- Note that failed dispatches can trigger an echo so an agent can easily identify and follow-up for any failed dispatches. This feature was present in earlier OnviCenter releases and only requires configuration to enable.
Read 7 More Features
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OnviSource Outsourcing Expansion |
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OnviSource announced expansion, acquisition of new contracts and increased hiring for its Business Process Outsourcing (BPO) services division.
OnviSource estimates that forty-one new full-time and part-time call center positions will be added between its two locations over the next few months.
Read our news brief. |
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Error Prevention Tip: OnviCall Notify
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When creating multiple schedules for the same person in an account, OnviSource suggests that the following example be used when entering names in order to avoid duplicate records per name.
User Name Sample entry:
John Doe
John Doe 1
John Doe 2
John Doe 3
Adding a digit sequentially after the name will distinguish each name as an individual entry. DO NOT use leading or trailing spaces when entering names. MySQL will not recognize these spaces and the following error screen will appear. The Notify window should then be closed. This error can only be corrected by an OnviSource service technician.
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Did You Know? |
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Many telephone answering service (TAS) clients require different answering services for various parts of the day.
For example, during regular office hours a medical office may answer their calls. During lunch and after hours, their phones may be forwarded to a TAS. However, if a TAS should receive a call for the doctor during office hours, the TAS operator may need to follow a different process.
In AccuCall, customers could set up a series of pages to handle different types of calls and operators would have to know to which pages to use during the appropriate times.
In OnviCenter 6.1, customers can now schedule various client pages to pop during the day based on the needs of each client. This standardizes the service provided and eliminates potential mistakes.
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OnviSource would like to welcome the following employees to our sales and engineering teams:
Mark Langford, Director, Sales
Robert Perduyn, Regional Sales Manager
Mark Renfro, Manager, Engineering
Yousri Said, Senior Service Engineer
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OnviSource continues to update information and documentation on the Customer Support pages of our website. Customers with a current support agreement may access product information and participate in online training.
Request a Login
OnviWeb Training
Friday, May 8th
Setting up online access to recordings, messaging and on call scheduling for clients.
Register for Training
Contact Customer Relations Manager, Lea Poole, for information regarding your renewal.
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Resellers |
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Join us at ATSI!
OnviSource will be in attendance at the ATSI Convention this summer.
Come by booths 31 -32 to learn how our latest release is helping our TAS customers make more money. View a demo of our latest products and enhancements and talk with members of the OnviSource Equipment Owners (OEO) Association to learn about the advantages of membership.
ATSI
June 17th-20th
Pittsburgh, PA
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