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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 CenterUCx Premium Call Center
 BaseAgent ClientSupervisor ClientBaseAgent ClientSupervisor Client
Basic Features
Basic Inbound ACD
Specify call routing order
inbound call center solutions
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)

 

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