Managed Groups
This solution rings all of the extensions in a group (e.g., billing, support, presales). Calls that go unanswered for a preset period are sent to voicemail. Agents are also able to log in and out of groups, which reduces customers’ hold time.
Managed Queuing
This basic call-queuing solution is designed for up to 10 agents and includes premium voicemail. With Managed Queuing, calls ring an extension or into a hunt group. If the call isn’t answered, the caller hears a predetermined length of music-on-hold before the call is tried again. This process repeats until the call is answered.
Call Center Basic
- Conditional routing based on time of day, day of week, DNIS, and ANI
- Exit to voicemail
- Music- or message-on-hold
- Prompt and collection of customer information
- Queue position and average wait-time announcements
- Reporting
- Skills-based routing
- Time-based escalation
- Supervisor able to log in/log out agents and force ready/not ready
- Agent log in/log out via IP phone
Call Center Enhanced
- All Basic features
- Barge and intercept
- Coaching
- Agent screen pops
- Priority queuing
- Populate data to any Microsoft Windows-compatible application
- Populate data to any browser-based application
- Customizable workflow automation and task buttons
- Agent work state available for after-call wrap-up
- Wrap-up codes
- Log Out and Not Ready reason codes
- Windows PC-based Agent Desktop software interface
- Instant messaging between agents and supervisors
- Supervisor barge and intercept functionality
- Marquee: Supervisor can broadcast scrolling messages to agents
Call Center Premium
- All Basic and Enhanced features
- Notification of queue status and activity via email, pager or fax
- Third-party database read/write support (requires separate, compatible database server)
- Call routing based on data from database access
- Agent screen pop on data from database access
- Integrated Web browser in Agent Desktop application
- Support for Cisco IP Communicator softphone
Optional Call Center Features
- Web Wallboard online monitoring and management tool
- Call monitoring and recording
- Silent monitoring over phone or PC
- IVR, speech recognition and text-to-speech
- Voicemail message recording and positioning in queue for call-back
- Web- and email-based entry into a queue
- Audible notification over phone speakers or overhead page for predetermined conditions (X number of callers in queue, wait time in queue exceeds Y, etc.)
- Outbound preview dialer
- And more
