PhonePresence Call Centre Features

The Call Centre Edition of PhonePresence offers a comprehensive array of features with the additional flexibility of online administration, supervision and reporting facilities. Links to individual Call Centre feature descriptions are provided below.

Feature Categories

Capacity Users 1 - 9999 Groups (Departments) 1 - 9999 VoIP Softphones 1 - 9999 Inbound Main Numbers As Required 0871 10ppm Flat Rate National Number - Revenue Generating 0844 5ppm Flat Rate Lo-Call National - Revenue Neutral 0800 0808 0ppm Freephone Number +44870 Internationally Accessible UK National Rate Number 0207 0203 London Number Use of PhonePresence with Existing Inbound Connections Inbound Direct Dial Numbers for Users 1 - 9999 Active Target Phone Numbers per User 8 + VoIP Number Simultaneous Calls 60 (1200) Call Recording Retention Time 3 Month Standard

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Call Handling Greeting Message Departmental Selection Menu Personnel Selection Menu Automated Attendant (Dial Extension Number) Customizable IVR Trees Inbound and Outbound Call Recording Call Transfer Advice Call Reject Option (Answering Machine Detection) Call Queuing to Departments Flexible Call Queuing Reassurance Call Queue Monitor / Wallboard Queue Position Announcements Jump from Queue Options Overflow Queues and Groups ACD Distribution Patterns Skills Based Routing Agent Status Monitor / Wallboard SMS and Email Missed Call Alerts Caller Number Routing and Messaging Voice Noticeboard Transfer to Landlines Transfer to Mobiles Transfer to VoIP Phones Group Simultaneous Ringing Call Blending Screen Popping Hold Caller (Mute) Music on Hold Transfer Caller to Other User or Dept. Auto Timer for Night, Lunch, Weekend Modes Holiday Timers PIN Controlled Access Dynamic Route Selection for Failover Speech Recognition Call Scripting / Data Capture Optional Database Integration Optional

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Voicemail Departmental Mailboxes Personal Mailboxes Customized Greetings Automated Voicemail Transfer (Users) Automated Voicemail after Too Long in Queue (Depts) Time of Day / Calendar Voicemail SMS Paging of New Messages Web Access to Messages Email Forwarding of Messages as Attachments Dial in to Retrieve Messages New and Saved Messages Time and Date of Message Arrival Multi-Part Messages / Data Capture

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User Control By Phone By Web Log in/out of Numbers Log in/out of Groups - Access Voicemail Messages Record Voicemail Greeting and Name - Change Numbers (e.g. Mobile Number) - Create Temporary Login Number View Recent Missed and Received Calls - Send SMS to Users and Groups - Change Password -

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System Administrator Control By Phone By Web Agent Activity Reports - Agent Activity Monitor PC Based Call Monitoring (Optional) - Conversation Recording Override Auto Timer Change Timer Settings - Record System Messages Administer Groups and Members - View Inbound Call Traffic Reports - View Outbound Call Traffic Reports (from VoIP Phones) - Change Control Panel Visual Settings - Change User Details and Passwords -

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If you need more information or clarification then please contact us or call our sales team on 0800 075 0075.