UniVoIP ACD

UniVoIP ACD (Automatic Call Distribution) is characterized by an intuitive and easy to use interface, which enables small and medium-sized businesses to quickly implement call center functionality characteristic of much more expensive and cumbersome solutions. Though attractive to the small because of its ease of use which does not impose heavy technical and support requirements upon smaller organizations, it is equally suited to large enterprises and call centers, with complete call management, queuing, reporting and distribution functionality found in the most complex competing products.

UniVoIP ACD Offers

There are three packages offered with incrementally more features: Standard, Advanced and Enterprise.

Feature

Sub Feature

Standard

Advanced

Enterprise

Call Queue        
Call Queue - Voice Voice (Call) Queues Y Y Y
Call Queue Prioritized Skill Based Routing Y Y Y
Call Queue - Base Functionality Whisper Announcements Y Y Y
Call Queue - Base Functionality Confirm Announcement Y Y Y
Call Queue - (Supervisor) Monitoring   Y Y
Call Queue - (Supervisor) Coach   Y Y
Call Queue - (Supervisor) Barge-in   Y Y
         
Conditional Routes        
Conditional Routes Schedules   Y Y
         
Call Queue - Multimedia        
Call Queue - Multimedia Voicemail Queue     Y
Call Queue - Multimedia Email Queue     Y
Call Queue - Multimedia Fax Queue     Y
         
ACD Hold Treatment        
ACD Hold Treatment ACD Hold Treatment Y Y Y
ACD Hold Treatment Music Y Y Y
ACD Hold Treatment Position     Y
ACD Hold Treatment Wait Time     Y
         
Menus        
Menus Menus Y Y Y
Menus Menus - DTMF Handler Y Y Y
         
Call Flow Designer        
Call Flow Designer     Y Y
         
Reporting - ACD        
Reporting - ACD (Canned Report) ACD Activity Reports Y Y Y
Reporting - ACD (Canned Report) ACD Report Y Y Y
Reporting - ACD (Canned Report) 24 Hour - ACD Report Y Y Y
Reporting - ACD (Canned Report) Inbound Calls Report Y Y Y
Reporting - ACD (Canned Report) ACD Status Dashboard Y Y Y
Reporting - ACD (Canned Report) Agent Performance Report   Y Y
Reporting - ACD (Canned Report) Agents Status Dashboard   Y Y
Reporting - ACD (Canned Report) Glance Dashboard   Y Y
Reporting - ACD (Function) Submit Y Y Y
Reporting - ACD (Function) Export Y Y Y
Reporting - ACD (Function) Save Y Y Y
Reporting - ACD (data) CDR Retention 30 30 60
Reporting - ACD (data) CDR Custom Fields     Y
Reporting - ACD (data) Integrated Reporting     Y
         
Agent Control Panel (Agent Web)     Y Y
Agent Control Panel (Agent Web) Presence     Y
         
Mailboxes       Y

Contact Information

Contact 855.UNI.VOIP
Contact E-mail
Contact

Why a hosted phone system (PBX)?

Cheaper, Quicker, and Easier with pay-as-you-grow plans. Minimal initial investment.
Environmentally friendly telecommuting and virtual office features.
Built-in Disaster Recovery and Lifetime Warranty.
No upgrade costs. Always have access to the very latest features.

Why UniVoIP OfficeConnect?

Simplicity and price. One provider of local & long distance phone, fax, conferencing services and Internet connectivity.
Lifetime warranty and unlimited support on all hardware and software.
Unsurpassed call quality, reliability and lower rates.
Intelligent features like mobile twinning, hot-desking and many other advanced PBX features.