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Call
Centre
Business Communications
Manager Call Centre, through
the power of IP telephony,
enables agents in multiple
locations to support the
same queue - even agents
working from home can
receive calls as though
they were at the central
site. Business Communications
Manager also supports
Computer Telephony Integration
(CTI), which enables call
centre agents and other
users to have access to
caller information before
the conversation begins,
thereby providing improved
customer service and more
efficient call handling.
| Features
of the Call Centre
include: |
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Call
transfer
Agent phone set
display
Agent dynamic priority
Call priority
Delegated call centre
management
Expected wait time
in queue
Integrated recorded
announcer
Auto Attendant
Integrated music
on hold
Comprehensive reporting
capability
- real time reports
- historical reports
Silent monitor
Agent help
Intelligent call
centre routing
Configured agents
up to 250 (professional),
20 (basic)
max. logged-in agents
80 (professional),
10 (basic)
Agent priorities
20
Lines 100 (professional),
15 (basic)
Overflow rules 20
Queues 50 (professional),
2 (basic)
Recorded announcements
150 (professional),
10 (basic)
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