General/Call Center. Call Queue Routing. Auto-Attendant. Call Center Stats-Home Page. Call Center Agent Settings. Call Center Reporting
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1 General/Call Center Auto-Attendant Dial by Name Directory Intro Greeting Post-Welcome Greeting Dial by Extension Call Center Stats-Home Page Callers Waiting Average Wait Time Average Handling Time Abandon Rate Calls Answered Calls Volume Call Center Reporting Queue Statistics Agent Statistics Agent Availability DNIS Statistics Call Pick Up Directed Call Pickup Group Pickup Site Pickup Domain Pickup Call Pick Up Directed Call Pickup Group Pickup Site Pickup Call Queue Thresholds Max Expected Wait Time Max Queue Length Queue Ring Timeout Agent Ring Timeout Call Queue Routing Round Robin (longest idle) Ring All Linear Hunt Linear Cascade Agents to ring initially Agents to add after timeout Call Park Forward if Unavailable Forward if Unanswered Call Back Call Center Agent Settings Agent Status Wrap Up Time Max Simultaneous Calls Queue Priority for Agent Request Confirmation Auto-Answer General Call Queue Settings Call Recording Statistics Message to Agent Require Agents Require Music on Hold (MOH) Logout Agent on Missed Call Into Greetings Monitoring Listen In No ability to talk to either agent or caller Barge In full 2 way audio with Agent and Caller Whisper only 1 way audio with Agent only
2 General/Call Center (continued) Paging Handset Paging Overhead Paging Transfer Blind Call Transfer Attended Call Transfer Voic Transfer Call Park Call Retrieve Parktrieve Picktrieve Call Disposition and Reason Hotdesking Intercom Mid-Call Recording Redaction Music on Hold(MOH) Multi-Language IVR Presence Time Frames User Answering Rules Ring Time Out User Answering Rules Ring Time Out Do Not Disturb (DND) Call Screening Call Forwarding Always When Busy When Unanswered When Offline Conferencing (Owned Bridge) Leader Login Leader PIN Participant PIN Require Leader tostart Begin and End Time Max # of Participants Save Participants Announce Participants Arrive/Depart Tones Voic Voic to Voic Distribution List (Deep Copy) Call Waiting Delayed Simultaneous Ring Extension Forbit List Localization Music on Hold (MOH) Operator Forward
3 Monitoring Call Center Reports Queue Statistics Agent Statistics Agent Availability DNIS Statistics Call Center Stats-Home Page Callers Waiting Average Wait Time Average Handling Time Abandon Rate Calls Answered Call Volume Domain Graphs & Statistics Peak Active Calls By Minute Call Volume Total Minutes Users and Applications (per Domain) # of Users # of Devices # of Auto-Attendants Users and Applications (per Domain) (Continued) # of Call Queues # of Conferences # of Phone Numbers Usage Stats Calls SMS Current Month Previous Month Account Codes Call History Recording Recording Notification Server Management SIP Trace Trend Analysis
4 Device Related Auto-Provisioning Bulk edit via portal Customization of Phone Directories Device Overrides- via portal Device Passwords-via portal Inventory Inventory Import via portal Geography Based Provisioning Hotdesking Mass Resync Message Waiting Indicator (MWI) N-way Call Preferred Server Location Security Portal Security Secure Passwords Forced Password Reset Password Set/Reset via recaptcha v2 Invisible Masquerade User Welcome s Transport Layer Security Dictionary Attache Prevention for Phone Provisioning Files (S.A.F.E) Dial Permissions User Limits Reject Log Alarms Authorization Codes Call Limits Shared Line Appearance (SLA) Star Codes User Agent Permit Filter Video Telephone
5 Phone Number Related Phone Number Inventory Timed Enable/Disable Localization Alternate Numbers Allowed Numbers Anonymous Call Rejection Blocked Numbers Calling Line ID Blocking Configurable Call ID Direct Inward Dialing Normalization of Numbers Privacy SNAPped In CNAM E-911 Fax QOS Monitoring Voic Transcription Web-based CRM Unified Communications WebRTC Video Conference File Sharing Chat SMS Softphone Mobile Application (SNAPmobile)
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