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.

 

 

IPitomy Q Manager provides desktop
management to make your day easier!

Whether you are a Call Center or a busy small office, your team will be answering more calls efficiently and your customers will appreciate he increased level of customer service. Q Manager is easy to use and  with a surprising amount of abilities. Your team will be functioning at a higher level from the very first day

 
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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______

  • IPitomy Communications, LLC Receives 2023 Unified Communications

    Product of the Year Award

    IPitomy Cloud Services Honored for Exceptional Innovation

     

    Sarasota, Florida (4/27/2023) — IPitomy Communications, LLC announced today that TMC, a global, integrated media company helping clients build communities in print, in person and online, has named IPitomy Cloud Services as a 2023 Unified Communications Product of the Year Award winner.

     

    IPitomy offers Unified Communications as a Service (UCaaS) solutions, which provide numerous benefits to its customers. Some of the key benefits of IPitomy cloud services include:
     

    1.           Scalability: IPitomy cloud services can be easily scaled up or down based on the customer's needs, allowing businesses to adapt to changing demands and avoid unnecessary expenses.

    2.           Cost-Effective: By using IPitomy's cloud services, businesses can avoid the high upfront costs associated with on-premises phone systems, such as hardware, software, and maintenance costs. SIP Trunks are available for all Premise systems including IPitomy Premise Based Systems.

    3.           Increased Mobility: IPitomy's cloud services enable remote work and mobile connectivity, allowing employees to access their work phone system from anywhere with an internet connection.

    4.           Advanced Features: IPitomy's cloud services provide a range of advanced features, such as voicemail-to-email, auto attendant, call recording, Video Conferencing, SMS Messaging, SD-WAN, and call analytics.

    5.           Reliability and Security: IPitomy's cloud services offer robust security and legendary reliability.
     

    “Overall, IPitomy's cloud services can help businesses improve their communication capabilities, increase efficiency, and reduce costs” states Andrew Harrell, IPitomy’s CTO. “We appreciate the awards and have received rewards for the past 17 years!”.

     

    “It gives me great pleasure to honor IPitomy Communications, LLC as a 2023 recipient of TMC’s Unified Communications Product of the Year Award for their innovative solution, IPitomy Cloud Services,” said Rich Tehrani, CEO, TMC. “Our judges were very impressed with the ingenuity and excellence displayed by IPitomy Communications, LLC in their groundbreaking work on IPitomy Cloud Services.”


    Winners of the 2023 Unified Communications Product of the Year Award will be announced online and highlighted in INTERNET TELEPHONY magazine online.

    About IPitomy

    IPitomy Communications LLC is a leading provider of Unified Communications as a Service (UCaaS) solutions for businesses of all sizes. Its cloud-based services enable businesses to streamline their communication processes, reduce costs, and increase mobility, allowing employees to work from anywhere with an internet connection. Since 2005, IPitomy's solutions have provided reliable and supportable solutions advanced features to meet the requirements of business. IPitomy's cloud services can be easily adapted to meet the changing needs of businesses, allowing them to avoid unnecessary expenses and improve overall efficiency. With robust security features and a commitment to customer satisfaction, IPitomy Communications LLC is a trusted partner for businesses looking to enhance their communication capabilities.

    About INTERNET TELEPHONY magazine

    INTERNET TELEPHONY has been the IP Communications Authority since 1998™. Beginning with the first issue, INTERNET TELEPHONY magazine has been providing unbiased views of the complicated converged communications space.  For more information, please visit www.itmag.com. Follow INTERNET TELEPHONY magazine on Twitter or join our Linked In group. Subscribe or visit www.itmag.com.


    About TMC

    Through education, industry news, live events and social influence, global buyers rely on TMC’s content-driven marketplaces to make purchase decisions and navigate markets. As a result, leading technology vendors turn to TMC for unparalleled branding, thought leadership and lead generation opportunities. Our in-person and online events deliver unmatched visibility and sales prospects for all percipients. Through our custom lead generation programs, we provide clients with an ongoing stream of leads that turn into sales opportunities and build databases. Additionally, we bolster brand reputations with the millions of impressions from display advertising on our news sites and newsletters. Making TMC a 360 degree marketing solution, we offer comprehensive event and road show management services and custom content creation with expertly ghost-crafted blogs, press releases, articles and marketing collateral to help with SEO, branding, and overall marketing efforts. For more information about TMC and to learn how we can help you reach your marketing goals, please visit www.tmcnet.com and follow us on Facebook, LinkedIn and Twitter, @tmcnet .

     

    IPitomy Communications, LLC Contact:

    Tyler Wicke

    Marketing Support

    941-306-2218

    TMC Contact:
    Michelle Connolly
    Senior Marketing  Manager
    203-852-6800, ext. 170
    This email address is being protected from spambots. You need JavaScript enabled to view it.

     

     

     

  • 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 ...