CONTACT CENTER FEATURES
Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate section of the Product Description. Basic handling of telephony requirements for a Call Center is a standard part of IP Office from Automatic Call Distribution (ACD) and Call Queuing to agents logging on and selecting the groups that they service.
A contact center agent function, login is required before the agent is able to make or receive calls from their phone. A login idle period can be specified which will dictate how long an extension can be idle before the user is automatically logged out, ensuring that an extension is not left logged in and calls go unanswered.
A user can monitor other peoples’ calls by listening in. This feature is not available by default; it must be specifically enabled in the system configuration. An option exists to have a beep tone indicate when monitoring is in use. The user is only able to listen; they cannot speak into the conversation being monitored.
• Takeover a call currently connected at another extension. This feature is also known as "Call Steal".
• Assist a colleague who indicates they want you to take the call.
QUEUE THRESHOLD ALERT
When the number of calls queued against a hunt group exceed a threshold, the system can be configured to alert at a selected analog extension port. Typically the User to Alert will be a loud ringer or other alerting device. The alert does not present a real call.