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

