Teleplex Features for the IT Staff

Teleplex has a number of features that make managing a Call Center application easy for the IT staff:

• You don't have to be a rocket scientist to setup Teleplex or to change the existing configuration.  Anybody who knows a few basic Teleplex concepts can handle the system using our intuitive configuration and management screens.    (We know products where the setup documentation alone is 1,600 to 2000 pages, and other systems where you have to be trained for a week to use it.)
• Teleplex monitors lots of things in the overall system (not just Teleplex itself) such as database performance, and can send alerts over the LAN and/or to e-mail when some attention is required.
• Teleplex automatically deletes old log files, so you won't suddenly find the disk full some day.
• Teleplex automatically does things such as reconnecting if you have to restart you database server.
• There is an easy-to-use screen to clean up old database records.  Just select the combination of, for example, "Delete call log records older than 180 days".
• Teleplex has other tools such as TPXSuper to allow trusted users such as supervisors to change "safe" things such as adding new agents or managing dialer lists, without having to bother the IT staff.
• Extended error help.  All important messages in Teleplex are numbered, and you can easily look up a message to find out in more detail what it means and what to do about it.  This is also helpful in international situations so that if the customer and the support person don't speak each others language perfectly, there is a way to cross-reference the messages.
• If you need some assistance from us, we usually need to look at the log files. If you set up a mail account for Teleplex you can then just click a button to zip the log files and send them to us.
• Most of all, Teleplex is a stable product, and won't give you headaches in the first place.

A few things that you will be expected to do include the following:

• Learn how to use the particular telephones or headset/phones on your system.  We had some phones once where if you pushed the mute button, the phone would be dead until you pushed a different button.  This wasn't obvious, and if you have a 100-seat call center, you would be surprised at how frequently the agents just start pushing everything in sight.
• Take backups of your important data as per your corporate policy, primarily of your customer data, recordings if you are using that feature, and probably the Call Log and Call History.  One of the nice things about Teleplex is that even if your database server is struck by an asteroid, Teleplex will try its darnedest to at least keep the phone system up.
• Check the network and database performance periodically.  A bad network cable and or poorly-designed query in another application can cause performance issues for the entire system.  Teleplex monitors things like this for you, so you should compare with previous month's results to make sure things are up to snuff.  You can also have Teleplex send you e-mail when Teleplex detects something suspicious.
• Watch your disk space.  This mostly an issue on the database server, and on a recording server if you are using that feature.  (Teleplex itself doesn't continually use much disk space.)
• Possibly create new Inbound ACDs and scripts as your business changes.  Find the person who has the nicest voice in the company, and work with that person to create custom announcements.
• If you are using Teleplex for outbound dialing, create the campaigns and load the dial lists, or teach the supervisors how to do it.
• Make an emergency plan, and post it on the wall (because you will forget).  We have a few nice tricks in Teleplex to help keep things running in the Call Center when that asteroid or cyclone strikes.