Is advanced phone tree right for me?
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 |