ADVANCED CONTACT CENTER FEATURE Includes all Basic and Standard Contact Center Features PLUS Interactive Visual Queue.

Enables supervisors and agents to identify calls within queues and manually prioritize the call’s position in the queue, as well as transferring calls out of queue and redirecting calls to callers outside the queue. Abandoned callers can be viewed by queue and called back with a right-click call back option.

Resiliency

Provides resilient reporting and real-time for agents and queues while in failover mode.

Contact Center Screen Pop

Works in conjunction with PhoneSet Manager or Softphone to launch applications or web pages on agent desktops when the agents receive calls.

CTI Developer Toolkit Client

A programmable .NET C# Dynamic-link library that provides basic telephony functions and delivers caller information such as ANI, DNIS, collected digits, and call notes in real time as calls arrive. It may be used to display information in a CRM system, Microsoft Outlook, or custom applications. NOTE: CTI Developer Toolkit—Server is required to connect custom client applications to a third-party IVR system.

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