Contact Center
Integrated ACD Features
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Integrated ACD is a group of related functions used in call center and helpdesk environments for queuing and routing incoming calls so that they can be handled quickly and efficiently. For small call centers requiring ACD routing and queuing with basic supervisory and agent features, smplVoice Metaswitch offers our integrated ACD product with two levels of functionality to meet your ACD needs: Integrated ACD basic agent and integrated ACD Premium agent.
AGENT LOGIN/LOGOUT
A user of a Business Group line can dynamically join and leave a MLHG (Multiple Line Hunt Group) as call volumes change or at the start and end of a shift.
AGENT DASHBOARD
Displays callers in queue, wait time, call details including originating queue.
SUPERVISOR DASHBOARD
Displays calls in queue and agent activity, allows supervisors to view and download detailed statistics.
SUPERVISOR FEATURES
(Integrated ACD Premium Agent only) Monitor, whisper, barge-in, agent wrap-up, customizable agent status codes, customizable disposition codes.
AGENTS LOGGED INTO MULTIPLE QUEUES
Agents may be logged into multiple queues simultaneously.
CUSTOMIZABLE AGENT ACTIVITY CODES
Activity codes allow supervisors to manage and report on the activities performed by agents when they are not logged into a queue taking calls. These may include items such as ‘on break’, ‘at lunch’, etc. Supervisors can create up to 30 activity codes in addition to the 6 standard activities per Business Group.
CUSTOMIZABLE CALL DISPOSITION CODES
Disposition codes are used to determine how the agent handled a call. This may be things like ‘Sold Yellow Widget’, ‘Sold Blue Widget’, etc. Supervisors can create up to 30 disposition codes per ACD group.
AGENT WRAP-UP
After a call from the queue, the agent is automatically placed into a wrap-up state to allow time for any post-call activities prior to receiving a new call from the queue.
AGENT WRAP-UP TIMER (CUSTOMIZABLE)
Agents can be configured to be automatically removed from the wrap-up state and placed back into a queue.
MULTIPLE INBOUND PILOT NUMBERS
Each queue may have multiple inbound DIDs (Direct telephone numbers) that terminate into the queue.
ZERO OUT OF QUEUE
Allows a caller waiting in a queue to press zero to exit the queue. Exiting calls are then either redirected to voicemail or forwarded to a defined phone number.
AGENT PRESENCE/CHAT
When used with our MaX UC (Accession) Desktop UC client, agents have the ability to see the status of other agents as well as the ability to instant message with other agents.
AD-HOC REPORTS
Provides the ability to generate reports that can be either displayed on the supervisor’s screen or emailed to one or more email addresses.
SCHEDULED REPORTS
Provides the ability to schedule rich reports on queues, agents and calls to be automatically generated based on a specific schedule (Daily, Weekly, Monthly) and automatically emailed to one or more email addresses.
UNIFIED COMMUNICATIONS LINKS
Allows the user to launch CRM applications, such as Salesforce.com, directly from the in-call dialog and Max UC (Accession) contacts, opening to the contact’s page.
PLAY ANNOUNCEMENT UNTIL ANSWERED
Allows the caller to hear MOH or an announcement until the call is answered instead of hearing the agent’s phone ring.
DYNAMIC ANNOUNCEMENTS
Allows an announcement to be played to callers in queue telling them their current place in the queue and estimated wait time.
MULTIPLE ANNOUNCEMENTS
Supports a primary and secondary announcement file per ACD pilot.
WALLBOARD VIEW
Allows supervisors to display contact center statistics in a large view suitable for a big screen monitor.
DOWNLOAD AGENT STATISTICS
Allows supervisors to download raw statistics for all agents within the Business Group.
DOWNLOAD QUEUE STATISTICS
Allows supervisors to download raw statistics for all queues within the Business Group.
MONITOR WHISPER BARGE-IN
Allows supervisors to silently monitor an agent and speak to the agent without the caller hearing, as well as the ability to barge into the call as a full 3-way conference.
CALL RECORDING
Recording of all calls is available for quality control and documentary purposes.
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