Call Distribution

With Hosted IP Telephony Informal Call Center, calls are always answered in the order they were received, and callers only have to remember a single number to call. Incoming calls roll to the first available agent based on a call queue or passed to agents in a hunt group for the most efficient response time.

With Hosted IP Telephony Informal Call Center any number of ACD queues and agents to a queue can be set up. Queue types include:

• Longest Idle - calls will be sent to the agent who has been idle the longest
• Top-to-Bottom - calls will be sent in order to the extension with the lowest numerical value to the highest. Example: ext 2102, 2103, 2107
• Bottom-to-Top - calls will be sent in order to the extension with highest numerical value to the lowest. Example: ext 2107, 2103, 2102
• Round Robin - calls will be directed to the first line in the queue through the list to the last. Then the cycle will repeat.

An unlimited number of calls may be accepted to a queue, with callers remaining on hold until an agent is available. Or a limit can be set for the number of calls in queue, with overflow to: announcement then disconnect, voicemail, roll-over to another line, hunt group or queue, or route based on time-of-day or day-of week rules.

Hunt groups offer another type of incoming call distribution. Hunt groups available include: multi-line hunt groups, directory number hunt groups, and PBX trunk hunt groups, each with a variety of available call distribution patterns and to which a call overflow destination can be assigned.

Agents can belong to multiple queues and hunt groups. They log in and out of their assigned queues with a simple push of a phone button. Agents can be centrally located or dispersed wherever there is a broadband Internet connection giving access back to the Hosted IP Telephony Informal Call Center. Agents at multipel sites can be set up to function in unified queues, helping businesses with queue coverage issues.

Other Features
While waiting for an agent, callers can hear a mixture of voice menus, music on hold and/or advertisements, break-in (multi) announcements. Or if all lines in a queue or hunt group are busy an overflow announcement can play.

The standard announcements can be used, or custom announcements can be easily set up, tied to a call routing plan, then recorded from a phone. Background music can be selected from a number of music styles.

Hosted IP Telephony Informal Call Center provides agent mobility. Since it is based on Voice over IP (VoIP), agents can physically relocate their IP phone to any other broadband connection, with full services following, such as when changing desks or when working occasionally from another location such as home. Agents assigned Hosted IP Telephony Web Portal access can easily move to a different call center station and use the web interface to reassign the new station phone, with complete services following the assignment.

Optional Enterprise Administrator access enables a buiness manager to setup or make changes to their call queues or hunt groups from the web-based Administrator ACD Wizard.

As this is an informal call center solution, there is no set of supervisory features. Speak to your Service Provider Name representative should you require a more formal call center solution.

Hosted IP Telephony Informal Call Center

Productivity Benefits

• Improve customer service with professional, efficient use of agents
• Rescue currently lost calls and business
• Select from a variety of call distribution methods to meet your business needs
• Take advantage of flexible call center staffing by supporting both centralized and remote agents
• Promote your business with the flexible announcement-on-hold feature, reaching callers with information they might not otherwise hear
• Save time with the optional enterprise administration
• Save time with the built-in agent mobility
  

Budgetary Benefits

• Save on call center capital investment
• Save on moves, adds and changes with the built-in agent mobility and optional enterprise administration

Management Benefits

• On-site queue and hunt group management with the optional enterprise administration

Reliability Benefits

• With the hosted call center model, if connectivity to one office location goes down for any reason, callers will automatically be routed to agents in still-active locations or routed to an emergency out-of-service backup number

User Requirements

• Any phone approved for use with Hosted IP Telephony Service Agent access to Web Portal or management access to Enterprise Administration requires any personal computer running Microsoft Windows© XP or 2000 and running Microsoft Internet Explorer© 5.5 or higher for full features or Netscape© 7.0 or higher for basic features

A Hosted IP Telephony solution has many benefits, including:

• Unified Messaging
• Web Portal
• Find-Me/No Answer
• Meet-Me Conferencing
• Automated Attendant
• Informal Call Center
• Receptionist Console
• Soft Phone
• and much more...

Standard Telecom
33 Laird Drive
Toronto, Ontario
M4G 3S8
Telephone: (416) 425-0052
Toll Free:   (800) 810-1075
Fax:          (416) 425-2082

For inquiries, please contact us at your convenience:

Sales:
Nancy Trinh (x6255)
ntrinh@standardtele.com

Service:
service@standardtele.com