Call Centers

Empower your Call Center with responsive call flow enhancement and reporting to monitor real-time trends. From single-user call queues to the most advanced set of routing and call management options used in formal call center environments, we offer adaptive capabilities for all your business needs.

NOTE: Premium Hosted PBX Seats include Basic and Standard Call Center features.

Feature	Basic	Standard	Premium
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			(enhanced)
Stranded routing policies			(enhanced)
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	25	50	525
Reporting
Reports