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)