Call Center Features
TPx offers two Call Center bundles, both of which are completely customizable to meet your organization’s unique requirements.
| UCx Standard Call Center | UCx Premium Call Center | |||||
| Base | Agent Client | Supervisor Client | Base | Agent Client | Supervisor Client | |
| Basic Features | ||||||
| Basic Inbound ACD Specify call routing order |  | | | | | |
| Inbound Call Queues | | | |  | | |
| Assignable Agents Assign specific agents to the ACD group | | | | | | |
| Agent Polycom Logon | | | | | | |
| Call Escalation | | | | | ||
| Incoming Call and Queue Info Displays number of callers and hold times | | | | |||
| Thresholds and Alerts Monitor statistics outside acceptable range | | | | | | |
| Advanced Features | ||||||
| Custom Unavailable Codes | | | | | | |
| Outbound Call Center | | | | |||
| DNIS Prioritization | | | | |||
| Agent Whisper Announcement | | | | |||
| Call Disposition Codes | | | | |||
| Emergency Escalation | | | | |||
| Skill-Based Routing Assign skill levels to each agent | | | | |||
| Reporting & Presence | ||||||
| Basic Reporting & Monitoring |  | | | | ||
| Enhanced Agent Reporting | | | | | ||
| Enhanced Queue Reporting | | | ||||
| Queue Visibility | | | ||||
| Agent Status Availability | | | ||||
| Available feature with this package |
| May be entered or viewed with the Polycom phone |
| Available with Supervisor only (Non Agent) |