IPitomy IPitomy Smarter Business Communications
ACD Reports

IPitomy's ACD Software includes a set of graphical reporting tools.
Reports can be generated for a queue that includes all of the agents and phones call traffic.

Here is a sample of what reports can be generated available using the included tools.

For more in depth Call Accounting & Call Reporting, IPitomy integrates with many comercial call accounting products.



Queue Overview:

Overview


Agents Performance:

Agent Performance


Historical Graph:

Historical Graph

Call Logs - Call Detail Records:

Call Detail Records


Click On Call Record For Greater Detail

Click On Call Record For Greater Detail


Queue Statistics - Available to all users through a web browser or can be displayed on a large screen.

Queue Statistics

 
Star InactiveStar InactiveStar InactiveStar InactiveStar Inactive


 

 

 

 

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

 

 

 

 

Cloud Based PBX
IPitomy Cloud PBX provides complete VoIP PBX features and services identical to our premise based systems with the advantage of being managed by IPitomy.

 

 


Total Peace of Mind in One Single Bill
IPitomy Phone System including 5 year warranty, support and unlimited calling for as little as $250/Mo.


 

 

VoIP

IPitomy SIP Trunking
On Any Phone System

IPitomy SIP Trunking can reduce your phone bill by 50% or more and improve quality.

 

 

Clarion Communications
Completes Acquisition of IPitomy Communications

Clarion Communications, LLC ("Clarion") a leading cloud-based Unified Communications (UC) and Managed Service Provider (MSP) based in Atlanta, GA announced today that it has completed the acquisition of IPitomy Communications, LLC ("IPitomy"), an award-winning, cloud-based UC, Contact Center, and Managed Service Provider.

 
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IMPORTANT NOTICE:

Kari's Law and Ray Baum Act Upcoming Regulations

 

IPitomy - A Leader in VoIP IPitomy SMS Text Mesaging How to Choose a New Phone System

  
 

 

 

VoIP Network Monitoring
IPitomy's network monitoring provides around the clock peace of mind for your SIP Trunks and Hosted PBX. Enhanced routing and intellgence is built into every call. Redundancy and hardened cloud infrastructure is the best available.

 

 

 

Save Up to 50% Per Month!
A Unique Package of VoIP Savings. IPitomy SIP trunks are designed to provide maximum utility at a price that is hard to beat. We are so confident you will like our service, that we offer a free trial.

 

______News______

  • Clarion Signs Agreement to Provide Wholesale UC Services

    Wholesale services and M&A unlock growth, enhancing Clarion’s position as a leading UC/MSP

     

    ATLANTA, February 10, 2025 /PRNewswire/ -- Clarion Communications, LLC ("Clarion") a leading cloud-based Unified Communications (UC) and Managed Service Provider (MSP) based in Atlanta, GA announced today that its IPitomy Communications (“IPitomy”) subsidiary signed an agreement to provide wholesale UC services to a U.S. based service provider. Additionally, Clarion is in active discussions regarding acquisition opportunities created by recent developments in the marketplace.

    Recent consolidation in the UC network platform ecosystem has opened significant wholesale and acquisition opportunities for Clarion and IPitomy, which provides UC and MSP services to commercial customers throughout the U.S. IPitomy signed a wholesale agreement to provide UC services to a service provider located in the pacific northwest and Clarion is currently engaged in acquisition discussions with other service providers.

    “We are in active acquisition discussions with several UC service providers, and we have a large funnel of additional wholesale UC service opportunities. We closed one wholesale service deal this month, and we anticipate closing more in 2025” said Clarion CEO, Vincent M. Oddo.

    "Together, Clarion and IPitomy are uniquely positioned to either acquire or provide wholesale services to smaller operators affected by the changing UC network platform ecosystem," said Vincent M. Oddo, President, CEO & Director of Clarion. "The IPitomy team, managed by Joseph Haines, Sr. as President & CEO, looks forward to closing more of these opportunities and growing our business together."

    “Clarion and its predecessor companies have completed more than 30 acquisitions in the past 20+ years,” said Oddo. “We are aggressively pursuing M&A growth through tuck-in acquisitions in this highly fragmented UC / MSP industry.”

     

     

  • Clarion Communications Completes Acquisition of IPitomy Communications

    Combination Expands Compelling Cloud / UC and Managed Service Provider

    ATLANTA, October 16, 2024 /PRNewswire/ -- Clarion Communications, LLC ("Clarion") a leading cloud-based Unified Communications (UC) and Managed Service Provider (MSP) based in Atlanta, GA announced today that it has completed the acquisition of IPitomy Communications, LLC ("IPitomy"), an award-winning, cloud-based UC, Contact Center, and Managed Service Provider.

    The combined company has operation centers in Florida and Georgia and serves as a single-source, UC / MSP service provider, selling cloud-based voice, video, messaging, call center, ACD, SIP-trunk, broadband and other related services to small and medium-sized business (SMB) customers throughout the United States.
    IPitomy brings significant revenue from multi-location enterprise and SMB customers to Clarion, improving scale and flexibility. The combined company will have more than 2,000 end-user customers and more than 200 Dealer sales agents throughout the United States. The senior leadership team has significant experience in managing high-growth enterprise and SMB companies, with expertise in supporting and enhancing a world-class UC / MSP platform.
    "The completion of this acquisition marks another major milestone in Clarion's journey as a leading UC / MSP to business customers of all sizes. Together, Clarion and IPitomy are uniquely positioned to provide these services with increased scale and resources," said Vincent M. Oddo, President, CEO & Director of Clarion. "IPitomy will be managed by Joe Haines as President & CEO and together we welcome the IPitomy customers, employees, and Dealer sales agents and look forward to growing our business together."
    “IPitomy is the latest in a long history of acquisitions that Clarion and its predecessor companies have completed over the past 20+ years,” said Oddo. “The additional revenue scale, customer density, and product offerings allow us to meet the evolving needs of our customers. We also intend to pursue additional M&A growth through tuck-in acquisitions in this highly fragmented UC / MSP industry.”
     

    About Clarion Communications

    Clarion is a leading cloud-based Unified Communications and Managed Service Provider to SMB customers throughout the United States. Clarion provides cloud-based voice, contact center, broadband, and managed services. Clarion also has an expansive cloud-based network, experienced leadership, and support staff. For additional information about Clarion, please visit clarioncomm.com.
     

    About IPitomy Communications

     
    IPitomy is a premier cloud-based Unified Communications provider, founded in 2005, that sells proprietary telephony, call center, ACD, SIP trunking and related services to commercial customers throughout the United States. For additional information about IPitomy, please visit www.IPitomy.com.
     

    Press Contact:

    Vincent M. Oddo
    President & CEO
    This email address is being protected from spambots. You need JavaScript enabled to view it.
    404-805-4063

     

     

     

     

     

    IPitomy Communications Awarded 2021 Unified Communications Excellence Award from INTERNET TELEPHONY

    IPitomy Family of Hosted and Premise UC Applications Recognized for excellence 

    and quality in delivering unified communications solutions

     

    Sarasota, Florida, March 16, 2022 — IPitomy Communications announced today that TMC, a global, integrated media company, has named the IPitomy Family of Hosted and Premise UC Applications as a recipient of the 2021 Unified Communications Excellence Award presented by TMC’s INTERNET TELEPHONY magazine.

    “IPitomy VoIP Services are the perfect complement to IPitomy’s cloud based and premise based Unified Communications systems” States Tom Judkins, IPitomy’s Sales Manager, “Having all the bases covered on Cloud, Premise and SIP Trunking provides a valuable advantage to our customers who can enjoy the total confidence of one provider with a unified services and product portfolio.”

    Read more ...