Provides inbound call handling to a group/queue. A new instance is required for every inbound group/queue
Entrance Message – optional message played before call is delivered to Agent (which is equivalent to a Pre-Alert Announcement on a Hunt Group)
Call Distribution – Regular, Circular, Uniform, Simultaneous
Weighted Distribution – Allows a % ration to be assigned to Agents that sit across multiple queues. Skills Based Routing workaround
Comfort message - Provides a repeatable message to callers.
Overflow – Treatment based on queue size and wait time
Night Service – requires Call Forward Selective service to be added to the call centre
Max number of Agents - 1000
Max queue Length – 25
Call Centre Standard
Includes all previous features from Call Centre Basic
Includes Portal Stats – Uboss portal provides current and previous day inbound call stats
Alert Thresholds – The ability to set a threshold alert based on different criteria's (requires Unity)
Email Stats – Ability to schedule reports based on multiple criteria's within Uboss.
Agent Stats – Include: Calls taken, average time on call, time logged on, calls not answered by agent
Queue Stats – Include: Incoming, Answered, Queued and Overflowed calls. Average time with an agent, average time before a caller abandons the queue and leaves.
Stranded Calls – Enables auto overflow if there are no agents joined or available to the queue.
Call Centre SMS - Can be applied to both Standard & Premium calls – allowing the business to configure different messages based on certain criteria's such as calls answered by an agent (including agent name), abandoned & stranded calls
Priority Queuing – Allows a call answering priority to be set for every queue.
Night Service – Requires Call Forward Selective
Max number of agents – 1000
Max number of Supervisors – 200
Max queue length – 50
Call Centre Premium
Includes all previous features from Call Centre Standard.
Bounced Calls [Enhanced] – Treatment when Agent doesn’t answer. If the Agent has put the caller on hold for X seconds, then the caller will be sent to a specified number [can be queue or EXTN].
Force Agent Unavailable – When an Agent does not answer a call they are forced to Unavailable [configurable for 1 -5 missed calls]. Also optionally can push Agent to Unavailable when they take a DDI call.
Force Forwarding – Alternative treatment for new incoming calls. Activated by star code via a handset this allows the queue to be forwarded, with announcement, to alternative number.
Preserve Wait Time After Forwarding – When a call has overflowed, the wait timer will not reset. So they will be ahead of people already queuing, but for less time, in the second queue.
Night Service – Night Service is built in
DNIS – Multiple phone numbers can be routed to a single call centre queue, and Agents also have the ability to make outbound calls using the CLI associated with that specific queue instance. Maximum of 64 DNIS per Call Centre Queue.
Disposition Codes – These are labels or tags used to categorise calls either during or after the interaction. They log the outcome of the call, helping to identify the reason for the customer's call, what transpired during the conversation, and whether any follow-up is required. Agents can be forced to assign a disposition code once the call has ended.