Intelligent Call Routing

In Depth Features List:

• Ability for an agent to call clients in succession from a database through a web-based screen
• Ability to display a script for the agent to read with fields like name, address, etc. filled-in
• Ability to set a campaign to auto-dial and send live calls to available agents
• Ability to dial predictively in a campaign with an adaptive dialing algorithm
• Ability to dial on a single campaign across multiple vicidial dialers, or multiple campaigns on a single dialer
• Ability to transfer calls with customer data to a closer/verifier
• Ability to open a custom web page with user data from the call, per campaign, per In-Group, or per list
• Ability to autodial campaigns to start with a simple IVR then direct to agent
• Ability to broadcast dial to customers with a pre-recorded message
• Ability to park the customer with custom music per campaign
• Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
• Ability to set outbound CallerID per campaign or per list
• Ability to take inbound calls gathering CallerID
• Ability to function as an ACD for inbound and fronter/closer verification calls
• Ability to have an agent take both inbound and outbound calls in one session(blended)
• Ability to start and stop recording an agent's calls at any time
• Ability to automatically record all calls
• Ability to manually or automatically call up to two other customer numbers for the same lead
• Automatically dial unlimited alternate numbers per customer until you get an answer
• Ability to schedule a callback with a customer as either any-agent or agent-specific
• Ability in Manual dial mode to preview leads before dialing
• Agents can be logged from anywhere with just a phone, web browser, and an internet connection
• Faster hangup and dispositioning of calls with one key press (HotKeys)
• Definable Agent Wrap-up time per campaign
• Ability to add custom call dispositions per campaign
• Ability to use custom database queries in campaign dialing
• Recycling of specified status calls at a specified interval without resetting a list
• Dialing with custom Time Zone restrictions including per state and per day-of-the-week
• Dialing with Answering Machine Detection, also playing a message for AM calls
• Multiple campaigns and lead-lists are possible
• Option of a drop timer with safe-harbor message for FTC compliance
• Variable drop call percentage when dialing predictively for FTC compliance
• System-wide and per-campaign DNC lists that can optionally be activated per campaign
• All calls are logged and statuses of calls are logged as well as agent time breakdowns
• Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
• Agent phone login balancing and fail over across multiple vicidial servers
• Several real-time and summary reports available
• Real-time campaign display screens
• 3rd party conferencing(with DTMF macros and number presets)
• 3rd party blind call transfer
• 3rd party conferencing with agent drop-off
• Custom Music-On-Hold and agent alert sound for inbound calls
• Estimated hold time, place in line, overflow queues and several other inbound-only features
• Skills-based ranking and call routing per inbound group(queues) and campaign
• Queue Prioritization per campaign and inbound group
• Single agent call queuing
• Ability to set user levels and permissions for certain features and campaigns
• Ability for managers to listen-in on agent conversations
• Ability for managers to enter conversations with agents and customers
• Ability for managers to change the selected queues for an agent
• Ability for agents to select a Pause Code when they are not active
• Ability for agents to control volume levels and mute themselves
• Ability for agents to view the statuses of other agents on the system
• Ability for agents to view details for calls in queue that the agent is selected to take calls from
• Ability for agents to select and click to take calls in queue from their agent screen
• Agent shift enforcement by day and time, defined per user group
• Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
• Lead import web-based API
• Web-based data export utilities
• Separate Time-clock application to track user work time
• Web-based administration
• DID, phone and carrier trunk provisioning through the web interface
• Inbound email handling through the agent web screen
• Chat with customers from a website through the agent web screen
• Chat with managers and other agents in the agent web screen
• The agent web application is available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese, Brazilian Portuguese, Slovak, Russian, Dutch, Swedish, Traditional Chinese and Japanese.
• The admin web pages available in English, Spanish, Greek, German, Italian, French and Brazilian