Call Centers

EagleACD Express provides support for basic call centers, allowing business agents to receive incoming calls from a central phone number.

Using this service a business can establish technical assistance lines, customer support numbers, or order-taking centers.

Multiple call centers can be supported per business. Incoming calls to a call center are presented to the next available agent.

The Call Center service builds on the basic Hunt Group service to provide a complete, business-ready application. Hence, call centers inherit all of the characteristics of the Hunt Group service and are also provided with sophisticated call-handling features like queuing, music on hold, and so on.

The Hunt Group service allows processing of a high volume of calls to a single phone number by distributing the incoming calls to multiple users according to a hunting policy. Based on the chosen policy, an incoming call hunts for an idle user in the group to terminate the call to that user.

When a hunt group is created, the users are provisioned in an ordered list. The hunting process essentially determines how to process that list to find an idle user where to terminate the call.

EagleACD Express supports the following hunting policies:

Regular (linear) — The incoming calls to the group start hunting on the first user in the list and hunt all the provisioned users sequentially until an idle user is found or the end of the list is reached.

Circular — The incoming calls to the group start hunting with the user following the last user to receive a call. When the end of the list is reached, the hunting circles back to the first user in the list. The hunting ends when an idle user is found or all the users have been visited.

Uniform — The incoming calls to the group are presented with the user that has been idle for the longest time.

Simultaneous — The incoming calls alert all idle users in the group. The call is connected to the first user to answer the call.

Weighted — The incoming calls alert agents in a pseudo-random fashion according to their relative weight. Agents with a higher weight are assigned more incoming calls than agents with lower weights.

EagleACD Express Call Center functionality can be combined with otherEagleACD Express Call Completion services to ensure that all incoming calls are serviced expeditiously under any network condition and at anytime.

Voice mail — If there are no agents to handle an incoming call or the call goes unanswered for a specified amount of time, the call can be forwarded to a call center voice mailbox.

Night service — Calls received after-hours or on non-business days receive a service menu of options allowing a caller to leave a voice message or transfer to an emergency number.

Multiple call distribution policies — Incoming calls are handled according to the selected policy, which include uniform call distribution, linear hunt group, circular hunt group, simultaneous ringing, weighted, and no-answer.

Call queuing — When all call center agents are busy, incoming calls can be queued until they can be presented to an available agent.

Queue escape — Callers who are queued can press a key to be sent directly to the call center voice mailbox instead of waiting for an available agent.

Overflow — When a call center cannot accept any more calls, incoming calls can be forwarded to an overflow phone number.

Statistics — Statistics are generated for each call center and each agent in the call centers, and can be viewed by the group administrator via the web portal and/or periodically dispatched to a configurable destination.

Queue flushing — When all agents in the call center group log out, queued calls are automatically sent to the call center group voice mailbox.

Agent log in/log off — Agents can log in and out from the group so that calls are only presented to agents who are on duty.

Configurable Music on Hold — The queued callers are provided with an initial greeting, followed by music or advertisements and periodic comfort announcements. All announcements can be played in audio format, based on the call center profile and the capabilities of the caller's endpoint.

The EagleACD Express Auto Attendant provides enterprises with a powerful and flexible tool to field inbound calls and deliver them to the intended destination through interactions with the caller. The EagleACD Express Auto Attendant is an integral part of The EagleACD Express product offering and does not require an external third-party system.

Description:

The EagleACD Express Auto Attendant is reached by dialing an associated phone number or an extension. Once connected to the Auto Attendant, the caller is played a greeting that provides a menu of options to complete call routing. The menu, which is configured by a group administrator, can provide up to nine options to the caller, including:

One-Key Dialing — The caller presses a pre-defined DTMF key to reach a particular phone number or extension within the group.

Operator Dialing — The caller presses a pre-defined DTMF key to reach an operator.

Name Dialing — The caller spells the name of the intended party using the numerical DTMF keypad. Upon identifying a unique match, the caller is played the name of the called party and is then transferred.

Extension Dialing — The caller enters the extension of the intended party through the numerical DTMF keypad. Upon collecting the full extension, the caller is played the name of the called party and is then transferred.

Immediate Extension Dialing — The group administrator may elect to allow callers to dial an extension from the first-level menu. The First-Level Extension Dialing option allows the administrator to enable or disable immediate extension dialing for a given auto attendant. When the feature is enabled, the caller to the auto attendant can dial the desired extension right away on the first level of the auto attendant without having to first navigate to the second-level of the AA menu.

Dial by First Name — The group administrator may elect to allow name dialing from a combined FirstName-LastName in addition to the current LastName-FirstName list.

Holiday Schedule — A group administrator may define a holiday schedule that can be associated with an auto attendant. More than one holiday schedule maybe created. Each holiday schedule may be a maximum of 20 dates or date ranges.

Basic Features offered byEagleACD Express:

Call Forwarding Always — Call Forwarding Always (CFA) provides the capability to redirect incoming calls intended for a user to another destination. When active, all incoming calls are redirected unconditionally (that is, busy, idle, alerting, and so on).

Call Forwarding Busy — Call Forward Busy forwards calls to a specified destination when the user is busy. A user is considered busy when there are too many calls active or a service makes the user appear busy to the caller (for example, the Do Not Disturb and Selective Call Rejection services).

Call Forwarding No Answer — Call Forwarding No Answer forwards calls to a specified forwarding phone number when a user does not answer an incoming call for a user specified number of rings.

Call Forwarding Selective — Call Forwarding Selective provides the capability to forward calls intended for a user to another destination when the incoming call matches pre-specified criteria.

Call Notify — When an incoming call matches pre-defined criteria, this service sends an e-mail with information about the caller to a user-configurable address.

Call Return — This service enables a user to call the last party that called, whether or not the call was answered.

Call Waiting — When an incoming call is received while a user is already engaged in a call, the user is informed of the new call via a call waiting tone.

The Voice Messaging Group service allows the administrator to configure group-wide attributes for the voice mail service. The Voice Messaging Group service allows the administrator of the group to select attributes of the Voice Messaging service that apply to the whole group:

Message Aging — Allows the group administrator to set a maximum duration for the storage of saved messages.

Mail Servers — Allows the group administrator to specify a default POP3 mail server for the group.

Mailbox Sizes — Allows the group administrator to set a maximum mailbox size for the group.

To learn more about these and other features are available for use with EagleACD Express, please visit our comprehensive Features List.