Products Descriptions

Unity Lite

Features provided;

• Call control
• Access to BroadWorks Directories
• User Status [Busy Lamp Field] – Displays 8 users
• BroadWorks service configuration
• Quick keys
• Outlook Contacts click-to-dial
• Call pick-up

Unity Pro

All Unity Lite features but also including:

• Instant Messaging
• User Status [Busy Lamp Field] – Displays 30 users
• Dynamic call centre login/logout
• Third party database [SQL, LDAP, Active Directory] integration within Directories
• Hoteling [hot-desking] logon/logoff

Unity Enterprise

All Unity Pro features but also including:

• Custom Presence
• Outlook Calendar integration
• Unity Connect API – integration with third party database applications

Unity Agent

All Unity Pro features but also including;

• Agent state [available, unavailable, wrap-up]
• Statistics for all queues that the Agent is a member of [the Agents own stats and summary queue stats such as calls in queue]

Unity Agent Enterprise

All Unity Agent features but also including;

• Callback CallerID capture of abandoned calls. Call centre abandoned call CallerID’s can be assigned by Unity Supervisor Enterprise for Unity Agent Enterprise to click-to-dial and marked as Processed. Note: This capability requires the customer to also be running Unity Wallboard and Unity Supervisor Enterprise
• Unity Connect API – integration with third party database applications

Unity Supervisor

All Unity Agent features but also including;

• Visibility of Agent and Queue status
• Ability to force Agent state [wrap-up, available, unavailable, sign-in, sign-out]
• Ability to set alarms against queues [eg if wait time exceeds x seconds or there are x callers in queue]

Unity Supervisor Enterprise

All Unity Supervisor features but also including:

• CallerID capture of abandoned calls. These can be pushed by the Supervisor to Unity Agent Enterprise users for click-to-dial call-back. Note: This capability requires the customer to also be running Unity Wallboard

Unity Wallboard

• Provides a visual list of all queues with answered calls, abandoned calls, calls in queue etc
• Ability to set alarms against queues [eg if wait time exceeds x seconds or there are x callers in queue]
• Includes Unity Event Recorder, which captures call centre events

Unity Reception Standard

Features provided;

• 50 User Fixed BLF
• Drag and drop call control [to make a call, release, IM, transfer etc]
• BroadWorks call centre support for Join/Leave queue and changing ACD state
• Custom tagging of held calls [ie holding for Andrew Smith]
• Outlook Calendar integration to display the required users Calendar events

Unity Reception Enterprise 

All Unity Reception Standard features but also including;

• Unlimited Dynamic BLF [displays hook status of all matched users on Search]
• Remote service configuration for all BroadWorks Group and Enterprise users

Unity Mobile

Features provided;

• Call Through & Call Back using BroadWorks Anywhere
• Access to BroadWorks Group, Enterprise and User Directories
• BLF hook status for any Favourites users in wi-fi
• Call control: Hold/Retrieve, Transfer, Conference, Call Recording
• Call Centre ACD state change
• Instant Messaging with any other Unity user
• Supported mobile platforms: Android, iPhone, Windows Phone

Unity CRM Connector 

Features provided;

• Supported CRM platforms; Salesforce.com, MS Dynamics, Agile CRM
• Supported browsers for click-to-dial; Chrome, Firefox, Edge
• Screen pop CRM record
• Click-do-dial within CRM Contact in browser
• Search CRM contacts within Unity Directory Search
• Manually or automatically add call log entries to contacts