IPitomy IPitomy Smarter Business Communications



 

 

 

IPitomy Call Center

ACD Diagram




2

 
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IPitomy’s ACD leverages all the advantages of IP to maximize user productivity and ensure callers experience the ultimate in customer service … both of which translate into improved business performance and an optimal ROI.

 
  Coupled with simple and intuitive administration and user defined features, IPitomy’s ACD is flexible enough to support the sophisticated applications necessary for streamlined, efficient and cost effective call handling:  
 

Virtual Call Centers – utilize the best agents regardless of where they are at home or in different geographic or  branch office locations

 
 

Skills-Based Routing – match the caller’s needs to the available agent best suited to handle the call

 
 

Multiple Queue Assignments – increase productivity and capacity by equipping agents with the information they need to effectively handle a variety of call types

 
 

Overflow & Load Balancing – respond to fluctuations in call volume by automatically enlisting additional agents or groups when user-defined thresholds are breached

 
  IPitomy Call Manager - Agents and supervisors are aware of call center activity at all times.  Powerful coaching and recording features are available for state of the art performance and adherence to regulatory requirements.  
 

IP ADVANTAGES IN THE CALL CENTER

 
 

IPitomy’s IP PBX with ACD makes the most of all that an open-standards, IP-based platform has to offer, including full support of affordable SIP-based trunking as well as traditional PSTN services.  Among the benefits of implementing IPitomy’s IP PBX with ACD:

Lower operating costs through
- Resource optimization
- Best agents regardless of location
- ‘Follow-the-sun’ coverage
- Centralized management
- Reduced network and toll costs
- No monthly fee associated   with hosted/managed solutions
- Enhanced flexibility & scalability

Simplified, easily accessible administration
- Browser-based
- Survivability

IPitomy’s open-standards based solution offers protection against obsolescence and enterprise-grade features at a fraction of the cost.IPitomy’s support for SIP trunking means your business can take full advantage of lower cost telecommunications services and increased bandwidth.

 

Call Queues

Standard
Queues
ACD
Queues

Unlimited Call Queues

Yes

Yes

In Queue Call Routing

No

Yes

Route When a Queued Caller Presses  Any Digit

No

Yes

Queue Caller Timeout

No

Yes

Queue Member Circuit Limit

No

Yes

Route When Max Queue Length Reached

No

Yes

Route When No Members Logged In

No

Yes

Custom Music on Hold Per Queue

No

Yes

Invisible Queues

No

Yes

Members Never Busy

No

Yes

Announce Position in Queue

No

Yes

Announce Estimated Hold Time

No

Yes

Announcement Frequency Control

No

Yes

Log-in Queue Members

No

Yes

Permanent Queue Members

No

Yes

Real Time Queue Status

No

Yes

Historical Queue Logs

No

Yes

Historical Queue Statistics

No

Yes

Route When Queue Empty

No

Yes

Acknowledge Call

Yes

Yes

Queue Member Presence

Yes

Yes

Ring Strategies:

Yes

Yes

- Ring All

Yes

Yes

- Round Robin

Yes

Yes

- Fewest Calls

Yes

Yes

- Least Recently Called

Yes

Yes

- Random

Yes

Yes

Queue Specific Music on Hold

Yes

Yes

Unlimited Voice IVR Menus

Yes

Yes

Upload Pre Recorded Prompts and Messages

Yes

Yes

Agents

   

Agent Log In

No

Yes

Agent Log Off

No

Yes

Auto Log Off

No

Yes

Agent Only Extensions

No

Yes

One-touch Log in/Log off

No

Yes

WEB Based Administration

   

Administrator Controls

Yes

Yes

User Controls

Yes

Yes

Program Phones Remotely

Yes

Yes

Call Center Manager Control

Yes

Yes

Operator Call Control

Yes

Yes

Recording & Monitoring

   

Call Recording

Yes

Yes

Recording Stored in Mailbox Folder

Yes

Yes

Call Monitoring

Yes

Yes

Logging & Reporting

   

Current Calls

Yes

Yes

Call Logs

Yes

Yes

Call Reporting

Yes

Yes

Queue Status

No

Yes

Queue Reports

No

Yes

Custom Audio Recordings

   

Recording Voice Prompts

Yes

Yes

Multple Languages

Yes

Yes

Voice Prompts Yes

Yes

Yes

Business Hours and Schedules

   

Day/Night Schedule

Yes

Yes

Operator Can Force Day/Night Schedule

Yes

Yes

Routable Schedules

Yes

Yes

Schedules for Each DID

Yes

Yes

 

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IPitomy’s ACD leverages all the advantages of IP to maximize user productivity and ensure callers experience the ultimate in customer service … both of which translate into improved business performance and an optimal ROI.

 

Coupled with simple and intuitive administration and user interfaces, IPitomy’s ACD is flexible enough to support the sophisticated applications necessary for streamlined, efficient and cost effective call handling:

  • Virtual call centers – utilize the best agents regardless of where they are … at home or in different geographic or  branch office locations
  • Skills-based routing – match the caller’s needs to the available agent best suited to handle the call
  • Multiple queue assignments – increase productivity and capacity by equipping agents with the information they need to effectively handle a variety of call types
  • Overflow & load balancing – respond to fluctuations in call volume by automatically enlisting additional agents or groups when user-defined thresholds are breached

 

IP ADVANTAGES IN THE CALL CENTER

IPitomy’s IP PBX with ACD makes the most of all that an open-standards, IP-based platform has to offer, including full support of affordable SIP-based trunking as well as traditional PSTN services.  Among the benefits of implementing IPitomy’s IP PBX with ACD:

• Lower operating costs through

– Resource optimization

• Best agents regardless of location

• ‘Follow-the-sun’ coverage

• Centralized management

– Reduced network and toll costs

– No monthly fee associated with hosted/managed solutions

• Enhanced flexibility & scalability

• Simplified, easily accessible administration

– Browser-based

– Single integrated platform / solution

• Survivability

 

IPitomy’s open-standards based solution offers protection against obsolescence and enterprise-grade features at a fraction of the cost.

 

IPitomy’s support for SIP trunking means your business can take full advantage of lower cost telecommunications services and increased bandwidth.

 

Features

Whether you have a simple application with only a few call takers or a more complex call routing scenario with numerous agents, IPitomy’s ACD is an affordable, flexible and feature-rich solution:

· Unlimited call groups

· Unlimited IVR menus

· Queue-specific and customizable music- or announcements-on-hold

· Announce position in queue

· Announce estimated wait time

· Multiple ring strategies, e.g., ring all, round robin, fewest calls, least recently called

· One-touch call recording

· Supervisor features

o Listen and whisper

o Web-based administration

o Real time and historical reports

all Queues

Ring Groups

ACD

Option

Unlimited Call Queues

Yes

Yes

In Queue Call Routing

No

Yes

Route When a Queued Caller Presses  Any Digit

No

Yes

Queue Caller Timeout

No

Yes

Queue Member Circuit Limit

No

Yes

Route When Max Queue Length Reached

No

Yes

Route When No Members Logged In

No

Yes

Custom Music on Hold Per Queue

No

Yes

Invisible Queues

Yes

Yes

Members Never Busy

No

Yes

Announce Position in Queue

No

Yes

Announce Estimated Hold Time

No

Yes

Announcement Frequency Control

No

Yes

Log-in Queue Members

No

Yes

Permanent Queue Members

Yes

Yes

Real Time Queue Status

No

Yes

Historical Queue Logs

No

Yes

Historical Queue Statistics

No

Yes

Route When Queue Empty

No

Yes

Acknowledge Call

No

Yes

Queue Member Presence

No

Yes

Ring Strategies:

Yes

Yes

- Ring All

Yes

Yes

- Round Robin

Yes

Yes

- Fewest Calls

Yes

Yes

- Least Recently Called

Yes

Yes

- Random

Yes

Yes

Queue Specific Music on Hold

No

Yes

Unlimited Voice IVR Menus

Yes

Yes

Upload Pre Recorded Prompts and Messages

Yes

Yes

     
     
     
     

Agents

Ring Groups

ACD

Option

Agent Log In

No

Yes

Agent Log Off

No

Yes

Auto Log Off

No

Yes

Agent Only Extensions

No

Yes

One-touch Log in/Log off

No

Yes

WEB Based Administration

 

 

Administrator Controls

Yes

Yes

User Controls

Yes

Yes

Program Phones Remotely

Yes

Yes

Call Center Manager Control

Yes

Yes

Operator Call Control

Yes

Yes

Recording & Monitoring

 

 

Call Recording

Yes

Yes

Recording Stored in Mailbox Folder

Yes

Yes

Call Monitoring

Yes

Yes

Logging & Reporting

 

 

Current Calls

Yes

Yes

Call Logs

Yes

Yes

Call Reporting

Yes

Yes

Queue Status

No

Yes

Queue Reports

No

Yes

Custom Audio Recordings

 

 

Recording Voice Prompts

Yes

Yes

Multple Languages

Yes

Yes

Voice Prompts Yes

Yes

Yes

Business Hours and Schedules

 

 

Day/Night Schedule

Yes

Yes

Operator Can Force Day/Night Schedule

Yes

Yes

Routable Schedules

Yes

Yes

Schedules for Each DID

Yes

Yes