Advanced Routing Options

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Advanced Routing Options	Call Handler	Advanced Phone Tree	Hunt Group	Hunt Group+	UCCE
Custom greeting
Front-End calls with a menu
Menu options supported
Answer calls with live support personnel
Transfer calls to other users, call handlers or voicemail
Can be reached off of UCCE, Call Handler and Advanced Phone Tree					N/A
Simultaneous ring on multiple phones	N/A				N/A
Ring to phones in round robin style	N/A
Supervisor line on demand access for support personnel	N/A		N/A
Allows supervisor monitoring, barge on call
Supports call recording
Login required to answer calls	N/A		N/A
Prioritize inbound calls	N/A		N/A	N/A
Prioritize/rank proficiency of support personnel skills against specific types of calls	N/A		N/A	N/A
Variety of reporting - call volume, menu details, agent details, post call details	N/A		N/A	N/A
After hours treatments: Ability to route to voicemail, play a message or send to alternate group
On-demand status announcements: Can be recorded by the business group on an ad-hoc basis	N/A	N/A	N/A	N/A
Add-on functionality: Call-back	N/A	N/A	N/A	N/A
Add-on functionality: Outbound campaign	N/A	N/A	N/A	N/A
Add-on functionality: Post call survey	N/A	N/A	N/A	N/A
Add-on functionality: Workforce optimization (i.e. screen capture, forecasting, evaluations, QA)	N/A	N/A	N/A	N/A
Custom reporting data "push" to client side server supported	N/A	N/A	N/A	N/A
Self-service supervisor control of invoking emergency mode, meeting mode, etc.	N/A	N/A	N/A	N/A
Third-party integration supported (i.e. SNOW, EPIC, Salesforce).	N/A	N/A	N/A	N/A
Emergency/Meeting Mode Control	N/A	N/A	N/A	N/A