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Hosted Call Center

Agent Premium

  • Distributed Call Centres – Any office, country or hometick
  • Queuing in the Cloudtick
  • Hunt Algorithims – Uniform, Circular, Simultaneous,Weightedtick
  • Escape out of Queue Option – Option to Press 0tick
  • Overflow Treatment – Based on Wait Time or Queue Lengthtick
  • Distinctive Ringing – Specific ring for ACD callstick
  • Play Ringing when Offering Calltick
  • Directory Number Huntingtick
  • Bounced Treatment – Treatment when Agent doesn’t answer – Enhanced
  • Stranded Treatment – When no Agents are signed in – Enhanced
  • Disaster Recoverytick
  • Night Service – After hours call treatmenttick
  • Holiday Service – Calendar based call treatmenttick
  • Skills Based Routingtick
  • Force Agent Unavailable – Triggered by Bounced Callstick
  • DNIS Queues Inbound – Point multiple DNIS to a single queuetick
  • DNIS Queues Outbound – Agents can select outbound CallerIDtick
  • Priority Queuing – Based on queue priority or longest waittick
  • Force Fowarding – Alternatate routing for new incoming callers tick
  • Preserve Wait Time After Forwardingtick
  • Abandoned CallerID Capture and Call-Back – Add-on
  • International Numbers – Add-on
  • Customisable Greetings/Announcementstick
  • Entrance Messagetick
  • Mandatory Entrance Announcementtick
  • Music On Holdtick
  • Estimated Wait Time Announcementtick
  • Position in Queue Announcementtick
  • Comfort Messagetick
  • Comfort Message Bypasstick
  • Whisper Announcetick
  • DNIS Based Greetingstick
  • Queue Name Display – Phone displays named of called queuetick
  • Unity PC Application – For PC and Mac – Agent
  • Personal Wallboard – Displays Agents own and Overall Queue Statstick
  • Supervisor Escalation – Via Call or instant Messagetick
  • Join/Leave Call Centre Queuestick
  • Set ACD State – Available, Unavailable, WrapUptick
  • Automatically set Post Call ACD statetick
  • Unavailable Codestick
  • Disposition Codestick
  • Hot Desking Log-Ontick
  • Auto Answer Incoming Callstick
  • IP Softphone – Add-on
  • Daily XLS Queue and Agent Summary Emailtick
  • Scheduled Reportstick
  • Remotely Configure Agent ACD Statetick
  • Barge-In – Intrude into Agent current calltick
  • Thresholds – Supervisor defined graphical and audible alertstick
  • Instant Message to Agentstick
  • Real-Time Queue Statisticstick
  • Service Level Reportingtick
  • Abandoned Call Reportingtick
  • Queue Reportingtick
  • Agent Reportingtick
  • Silent Monitor – Silently listen to Agents next calltick
  • Max Queued Callers – 525
  • Max Agents per Queue – 1000
  • Max Supervisors per Queue – 200
  • Max DNIS per Queue – in addition to main queue number – 63
  • Call Recording – Per Agent or Supervisor – £1.95
  • UC One IP Softphone for Mac and PC – £1.75
  • Supervisor Agent Add-On – For Agent or Office User – £19.95
  • Unity Wallboard – required for abandoned CLI capture – £19.95
 

★ Most Popular
Agent Standard Agent Premium
Monthly Rental £18.95 £29.95
ACD Routing Features
Distributed Call Centres – Any office, country or home? tick tick
Queuing in the Cloud? tick tick
Hunt Algorithims – Uniform, Circular, Simultaneous,Weighted? tick tick
Escape out of Queue Option – Option to Press 0? tick tick
Overflow Treatment – Based on Wait Time or Queue Length? tick tick
Distinctive Ringing – Specific ring for ACD calls? tick tick
Play Ringing when Offering Call? tick tick
Directory Number Hunting? tick tick
Bounced Treatment – Treatment when Agent doesn’t answer? tick Enhanced
Stranded Treatment – When no Agents are signed in? tick Enhanced
Disaster Recovery? tick tick
Night Service – After hours call treatment? tick tick
Holiday Service – Calendar based call treatment? tick tick
Skills Based Routing? tick tick
Force Agent Unavailable – Triggered by Bounced Calls? tick tick
DNIS Queues Inbound – Point multiple DNIS to a single queue? tick tick
DNIS Queues Outbound – Agents can select outbound CallerID? tick tick
Priority Queuing – Based on queue priority or longest wait? tick tick
Force Fowarding – Alternatate routing for new incoming callers ? tick tick
Preserve Wait Time After Forwarding? tick tick
Abandoned CallerID Capture and Call-Back? Add-on Add-on
International Numbers Add-on Add-on
Greetings & Announcements
Customisable Greetings/Announcements? tick tick
Entrance Message? tick tick
Mandatory Entrance Announcement? tick tick
Music On Hold? tick tick
Estimated Wait Time Announcement? tick tick
Position in Queue Announcement? tick tick
Comfort Message? tick tick
Comfort Message Bypass? tick tick
Whisper Announce? tick tick
DNIS Based Greetings? tick tick
Agent Features
Queue Name Display – Phone displays named of called queue? tick tick
Do Not Disturb – Blocks all incoming callers? tick tick
Unity PC Application – For PC and Mac? Agent Agent
Personal Wallboard – Displays Agents own and Overall Queue Stats? tick tick
Supervisor Escalation – Via Call or instant Message? tick tick
Join/Leave Call Centre Queues? tick tick
Set ACD State – Available, Unavailable, WrapUp? tick tick
Automatically set Post Call ACD state? tick tick
Unavailable Codes? tick tick
Disposition Codes? tick tick
Hot Desking Log-On tick tick
Auto Answer Incoming Calls? tick tick
IP Softphone Add-on Add-on
Supervisor – Standard Features
Daily XLS Queue and Agent Summary Email tick tick
Scheduled Reports tick tick
Supervisor – Enhanced Features Using Unity Supervisor
Remotely Configure Agent ACD State? tick tick
Barge-In – Intrude into Agent current call? tick tick
Thresholds – Supervisor defined graphical and audible alerts? tick tick
Instant Message to Agents? tick tick
Real-Time Queue Statistics? tick tick
Service Level Reporting? tick tick
Abandoned Call Reporting tick tick
Queue Reporting tick tick
Agent Reporting tick tick
Silent Monitor – Silently listen to Agents next call tick tick
Max Queued Callers 50 525
Max Agents per Queue 1000 1000
Max Supervisors per Queue 200 200
Max DNIS per Queue – in addition to main queue number NA 63
Optional Services
Call Recording – Per Agent or Supervisor
UC One IP Softphone for Mac and PC £1.95
Supervisor Agent Add-On – For Agent or Office User £29.95
Unity Wallboard – required for abandoned CLI capture £19.95