CALL CENTERs
HOSTED PBX
Greetings and Announcements Entrance, M/VoH, Comfort Message Audio and/or Video Support Estimated Wait Time or Location In Queue Alternate Comfort Messages Call Routing Policies Call Distribution Algorithms (All Policies) Priority Queuing Overflow Routing Policies (Size And Time) Bounced Routing Policies Stranded Routing Policies Rest Wait Time When Entering Queue Alternate Routing Policies Night Service Holiday Service Forced Forwarding Agent Availability Management Join/Un-Join Call Centers Set ACD State (Available, Unavailable, Wrap-Up) Automatic ACD State Transition At Sign-In Automatic Time Wrap-Up At Completion Of ACD Call Unavailable Codes Call Presentation Call Center Name Calling Party Name/Number DNIS Name/Number Calls In Queue Call Wait Time Longest Waiting Call Time Distinctive Ring Held Call Notification Whisper Message Last Agent Sign-Out Warning Call Handling Call Transfers And Conferencing Auto-Answer Incoming Calls Escalate Call To Supervisor (Consultative) Emergency Escalate Call To Supervisor Assign Disposition Codes To Calls Barge-In On Call (Supervisor) Silent Monitor Active/Next Call (Supervisor) ACD Call Types Supported Inbound ACD Call Outbound ACD Call Multiple DNIS Numbers Per Call Center (Including Prioritization and Custom Greetings) Software Client Support Receptionist Enterprise Agent Supervisor Capacity Max Queued Calls Per Call Center Reporting Reports
PRODUCTS
BASIC
STANDARD
PREMIUM
Top 10 Features:
Basic seat
premium Seat
Add-ons
25
50
525
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Unlimited Domestic Long Distance + Canada
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Authentication
Call Forwarding
Call Logs
Customer Originated Trace
External Calling Line ID Delivery
Intercept User
Last Number Redial
Privacy
Three-Way Call
Greetings and Announcements
Call Routing Policies
Priority Queuing
Alternate Routing Policies
Agent Availability Management
Call Presentation
Call Handling
Software Client Support
Reports
Inbound and Outbound ACD Call Types
• BASIC • STANDARD • Premium
Max queued calls per call center Call distribution algorithms (all policies) Call transfers and conferencing Overflow routing policies (size and time) Set ACD state (available, unavailable, wrap-up) Software Client Support Estimated wait time or location in queue Priority queuing Bounced routing policies Stranded routing policies
Unlimited Domestic Long Distance + Canada Voicemail Fax Messaging Mobile and Desktop App Call Forward Selective Busy Lamp Field Audio Bridge (up to 25 simultaneous attendees) Call Center Standard Call Center Basic Alternate Numbers
BUSINESS LINE BASIC SEAT PREMIUM SEAT
