|
ACD
V-Server
|
|
|
PC PBX
Server Native CTI
|
Yes
|
|
Multi
channel interaction server – Full Media Blending
|
Yes
|
|
Number of
IVR voice resources
|
Dynamic
|
|
Redundant
Power Supply
|
Yes
|
|
Raid 1 or
Raid 5
|
Yes
|
|
DAT Drive
|
Yes
|
|
UPS (1000 to
3000 VA)
|
Yes
|
|
Category 5
voice patch panel
|
Yes
|
|
Analog
interface units
|
Yes
|
|
Professional
head sets
|
Yes
|
|
Telephony
Cabling
|
Yes
|
|
Data Cabling
100 Base-T
|
Yes
|
|
FUNCTIONALITIES
|
|
|
Full media
blending
|
Yes
|
|
Inbound ACD
|
Yes
|
|
IVR
interface
|
Yes
|
|
Direct DID
lines
|
Yes
|
|
Fax on
demand/fulfillment
|
Yes
|
|
INBOUND
FUNCTIONALITIES
|
|
|
Inbound call
management ACD
|
Yes
|
|
Inbound
group skill base routing
|
Yes
|
|
Digital
recording (wav)
|
Yes
|
|
IVR inbound
call management
|
Yes
|
|
Estimated
queue time announcement
|
Yes
|
|
Abandon
solutions
|
Yes
|
|
Personalized
voice mail by service
|
Yes
|
|
Personalized
messages according to specific DID
|
Yes
|
|
Automatic
call backs
|
Yes
|
|
Phone book
management
|
Yes
|
|
INTERACTIVE
IVR
|
|
|
Voice
resources on all lines
|
Yes
|
|
Data Base
connectivity
|
Yes
|
|
GUI
interface
|
Yes
|
|
Remote
server capability
|
Yes
|
|
COMPLEMENTARY
MODULES
|
|
|
Vocalcom Media
Center: Fax, email, printing and wallboard (optional)
|
Yes
|
|
SCRIPT
GENERATOR
|
|
|
Peronalized
script generator
|
Yes
|
|
GUI toolbar
for database connectivity, rebuttals and multimedia actions
|
Yes
|
|
Label, fields,
com boxes, data entry fields and objects
|
Yes
|
|
Pop-up
interface functionality
|
Yes
|
|
Automatic
call recording
|
Yes
|
|
Fulfillment,
fax, email, SMS and printing on demand
|
Yes
|
|
Playback of
.wav messages
|
Yes
|
|
Conditional
branching
|
Yes
|
|
Script
generator branching verification
|
Yes
|
|
Database
connectivity
|
Yes
|
|
Syntax and
query calculations
|
Yes
|
|
SQL queries
|
Yes
|
|
AGENT
FUNCTIONALITY
|
|
|
Agent
profile determined by access code
|
Yes
|
|
Full media blending
agent console
|
Yes
|
|
Automatic
agent pop-up notification
|
Yes
|
|
Soft phone
capabilities using Hermes Telephony tool bar
|
Yes
|
|
Automatic
call routing
|
Yes
|
|
On hold
capabilities
|
Yes
|
|
Call
recording
|
Yes
|
|
Voice and data
call transfers
|
Yes
|
|
On demand
help notification to supervisor
|
Yes
|
|
Real time
queue monitoring
|
Yes
|
|
Call
transfers directly through PSTN
|
Yes
|
|
Call back
management/per call basis
|
Yes
|
|
Real time
fax, email and SMS
|
Yes
|
|
SUPERVISOR
FUNCTIONALITIES
|
|
|
Unified
supervisor screen
|
Yes
|
|
Agent,
campaign, group, inbound, outbound, etc. real time supervision
|
Yes
|
|
Cross
reference results per agent basis
|
Yes
|
|
Alerts
depending on agent performance
|
Yes
|
|
Quality assurance
recording
|
Yes
|
|
Supervisor
voice interaction
|
Yes
|
|
Agent status
notification
|
Yes
|
|
Whisper,
monitoring, conference and supervisor recording
|
Yes
|
|
Queue real
time performance monitoring
|
Yes
|
|
Remote
supervision capabilities
|
Yes
|
|
Remote voice
monitoring
|
Yes
|
|
Detailed and
real time file analysis and agent qualifications
|
Yes
|
|
Production
statistics by campaigns and by agent
|
Yes
|
