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ACD Routing Policies Basic Standard Premium
Hunt Algorithms – Uniform, Circular, Regular, Simultaneous, Weighted x x x
Escape out of Queue option x x x
Distinctive Ringing – Ability to have a specific ring per queue x x x
Overflow Treatment – Based on Queue Size and/or Wait Time x x x
Bounced Treatment – When an available Agent doesn’t answer x Enhanced
Stranded Treatment – When no Agents are signed in x Enhanced
Force Agent Unavailable – Triggered by bounced calls x
DNIS Routing – Ability to have multiple DNISs pointed to a single queue x
Advanced ACD Routing Policies Basic Standard Premium
Priority Queuing – Based on precedence or longest wait time x
Night Service – Business and after hours call treatment x
Holiday Service – Calendar based call treatment x
Forced Forwarding – Alternate routing for new incoming calls x
Preserve wait time after forwarding x
DNIS based priority settings and routing policies x
Outbound Dialing by Queue – Agent selects Caller ID x
Greetings and Announcements Basic Standard Premium
Customizable Greetings/Messages x x x
Entrance (including Mandatory playback option) x x x
Comfort Message x x x
Music on Hold x x x
Chained Greetings/Messages/Music on Hold – Up to 4 x x x
Estimated Wait Time or Position In Queue x x x
Comfort Message Bypass x
Queue Announcement via Agent Whisper x
DNIS based Greetings and Announcements x
Agent and Supervisor Features Basic Standard Premium
Web-based service controls x x x
Set ACD State
   - Join Call Center: Activates agent in the Call Center x x x
   - Set Call State: Sign-in, sign-out, available, unavailable, wrap-up x x
Web-Based and Desktop client for call management (Agent and Supervisor) Add-on Add-on
Auto-answer incoming calls x
Automatically set post call agent ACD state x
Unavailable Codes (Handset and Call Center Clients) x
Disposition Codes (Handset and Call Center Clients) x
Queue notification (Handset Handsets) x
Reporting Basic Standard Premium
Scheduled Call Center reporting x x
Real Time reporting from Supervisor Client x x
Scalability and Capacity Basic Standard Premium
Maximum number of queued calls per CC 25 50 525

Setup Options

The Evolved Call Center seamlessly integrates into the Evolved Office Hosted PBX service or via callback to legacy PBXs. Agents can gain access to features and control through advanced desktop applications or manage their state via more traditional handset based interface.

  • Image_Features_Unity_lg
    Featuring an intuitive icon-based presence interface, Unity Agent provides point and click call control, ACD state functions (login/logout/unavailable/wrap up, etc.), near real-time statistics, embedded chat and presence.
  • Polycom_VVX_400
    For Agents that do not require advanced features, various options are available for state control via handsets from a multitude of vendors.

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