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 |
