Call Management

* Dedicated Direct Calling User Extensions
* Personal Voicemail & Team VoiceMail
* Outbound Calls – Manual, Preview and Predictive
* Inbound calls – Automated Call Distribution (ACD)
* Blended calls (Inbound, Outbound)
* Scheduled callbacks (Manual & Auto)
* 3-way Conference and Call Transfers
* Interactive voice response (IVR) with Campaign/Queue
* Broadcast and Survey Dialing

 

Campaign Management

* Multi-Lead List per Campaign
* Agents Allocated Simultaneously Multiple Campaigns
* Campaign Defined Scripts
* Custom Caller ID – Campaign Specific
* Custom Call Statuses and Call Dispositions
* Hotkeys for quick hangup and call dispositions
* Filter Leads (Dynamically Exclude Numbers from Lists)

 

Call Recording & Voice Log Storage

* Full Call Recordings or on-demand
* Option to Store Call Recordings on your own NAS

 

Lead Management

* Upload and download of customer lists
* Leads Filtering
* Leads Recycle
* Internal DNC and Blacklist
* Leads Timezone Restrictions

 

Supervisor Management

* Real-time Dashboard
* Listen-in, Barge-in
* Force Log-out
* Reports and Analytics

 

Team Management

* Multi-Group, Multi-Campaign Assignments
* Skill-Rating based Agent priority routing
* Support Remote and Mobile Workers

 

Additional Enhancements

* Database Backup and Redundancy
* High-availability (HA) Configuration
* Support Multi-Office and BPO Working
* API and Web Services based Integrations (into CRM)

 

Security

* Protection against SIP Brute Force Attacks
* Call Encryption Support via TLS
* Protection Against HTTP DOS or Brute Force Attacks
* Web Application Firewall

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