The full list of features and functions is included below, but the main ones are:

• Standard call processing including Conditional Call Forwarding, Attended/Unattended Transfer, Do Not Disturb, Call Waiting, Call Parking, Voicemail

• Full call routing including IVR (Automated Attendant), Queues (including Automated Call Distribution), Skills Based Routing, Ring Groups, Priority Calls, Time Conditions, Alternative Call Routing, failover destinations, DID/CID (DDI and Caller ID) Routing, Call Recording

• Conference Bridge including static and dynamically created meeting rooms, admin functions (mute/kick attendees, room lock etc.) and meeting recording.

• CTI including inbound CID Lookup & Database Access

• Outlook integration

A full range of call centre functionality is supported out of the box including:

• Call Routing based on time of day, day of the week or day of the month

• Call Routing based on manual toggle

• Multi-Level IVR with no depth limits including support for routing based on chosen option, invalid options and timeout

• IVR routing includes return to previous level to allow extensive self-service trees to be constructed

• Unlimited recorded prompts for use within Announcements, IVR and Queues

• Extensive queue support with multiple call handling profiles:

  • Ring All – Ring all available agents until one answers

  • Least Recent (Longest Waiting Agent First) – Ring agent which was least recently called from this queue

  • Fewest Calls – Ring the agent with the fewest completed calls

  • Random – Ring a random agent

  • Linear – Call agents in the order listed in the queue

  • Round Robin Memory – Call agents in the order listed in the queue, remembering where the last call was picked up and ring the next agent

  • Weighted Random – Call a random agent taking into account specified call weightings

• Skills Based Routing – A single agent can be in multiple queues, with calls tagged based on route taken to the queue

• Queue Fill – Place different calls from the queue to all available agents, depending on call handling profile

• Priority Calls – Depending on the route into the queue, some calls can be prioritised for answering

• Call Recording – Record all calls that arrive via this queue either with or without holding time

• Join Announcement – Play an announcement to callers when they join the queue

• Agent Announcement – Pay an announcement to the agent before transferring the call (i.e. this is a call about skill X). This can also include the callers hold time.

• Regular messages to callers including:

  • IVR for alternate routing (i.e. to request a call back)

  • Caller position in queue

  • Estimated wait time

• Max Queue limit – Overflow calls to another queue or location if more than the specified number of callers are waiting in the queue

• Join/Leave Empty – If the queue has no agents, route callers to an alternative destination

• Max Wait Time – Maximum time a caller can wait before being routed to an alternative destination

• Agent Wrap Up Time – Allows wrap up time for agents before another call is presented. This can be common across multiple queues if an agent is in more than one queue

• Static Agents – Agents that are always present in the queue

• Dynamic Agents – Agents that can join or leave the queue

• Reporting – Call Data Recording provides call disposition, wait time, answer time, call time, answering agent etc.

The Platform includes a comprehensive audio conferencing system which can be used as a low cost alternative to commercial conferencing solutions, resulting in significant cost savings. Features include:

• Unlimited number of different conference rooms

• Support for DDI into a conference room or single number for multiple rooms

• Separate user and administration PINs

• Dynamic or Static conference rooms

• Join Message – A message can be played to all attendees of the conference

• Leader Wait – Prevents discussions within a conference room until someone connects using an administration PIN

• Talker Optimization and Detection – Detects the current speaker and mutes other participants to reduce the build-up of background noise

• Announce Joiners/Leavers – The joining or leaving of participants can be announced if required. This can also include the total number of participants

• Music on Hold – Music can be played for single callers or when waiting for an administrator to join a conference

• Recording – Conferences can be recorded if required

• Participant Limits – The maximum number of people in one conference can be controlled

• Room Lock – Once a conference has started, the room can be locked to prevent additional people joining.

• Web Management – Allows the management of conferences via a web page including muting some or all participants and kicking members out of the conference