| 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 |
