You can use Basic or Enhanced Call Center on CallPilot 100/150.
You can use Basic or Professional Call Center on Business Communications
Manager.
You can use Basic Call Center on BCM50.
Features |
CallPilot
100/150 |
Business Communications Manager |
Skillsets |
Basic: 2 |
Basic: 2 |
Configured agents (available agent IDs) |
Basic: 20 |
Basic: 20 |
Default agents |
Basic: 10 |
Basic: 20 |
Agent priority levels |
20 |
20 |
Dynamic agent priority levels |
Basic: not available |
Basic: not available |
Dynamic call priority levels |
20 |
20 |
Active agents (or Supervisors) |
Basic: 10 |
Basic: 10 |
Active calls in all skillsets |
Basic: 15 |
Basic: 15 |
Maximum active calls per skillset |
Basic: 15 |
Basic: 15 |
Maximum lines configured for Call Center |
Basic: 15 |
Basic: 15 |
Voice ports (shared with CallPilot or dedicated) |
8 (You can have an additional 8 for voicemail if you have 2 CallPilots on 1 KSU) |
32 |
Routing tables per skillset |
2 |
2 |
Greetings |
Basic: 30 |
Basic: 30 |
Maximum time per announcement |
1000 mins |
1000 mins |
Maximum time for all announcements |
Basic: 9 Hrs with 64M memory Enhanced: 78 Hrs with 256M memory |
>370 hours / Gigabyte |
Steps per routing table |
20 |
20 |
Overflow rules per skillset |
20 |
20 |
Skillset mailboxes |
Basic: 2 |
Basic: 2 |
Caller Input Tables |
Basic: not available |
Basic: not available |
Supervisor functionality, including call monitoring |
Muted/Silent monitor Silent is available only if a MICS 7.0 or later KSU is used. Otherwise, muted mode is available. Only one mode is available at a time, so if silent mode is available, muted mode is not. |
Silent monitor |
Supervisor Help |
Available with Silent Monitor; not available with Muted Monitor |
|
Maximum simultaneous monitoring sessions |
6 |
6 |
Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Auto Attendant, skillset mailbox or CCR Tree. A call cannot be routed to an internal or external number |
Available |
Available |
Advanced Intelligent Caller Input Routing: the ability to route a call based on multi-digit fixed or variable strings |
Basic: not available |
Basic: not available |
Delegated Call Center Administration: the System Administrator can create a password to give a Call Center Administrator or supervisor access to Call Center administration |
Available |
Available |
Intelligent Overflow Routing: rules you create to overflow, change the priority of, and move calls to multiple skillsets, a skillset mailbox, an internal or external number, a mailbox, the Auto Attendant or an operator |
Available |
Available |
Intelligent CLID/DNIS Routing |
Basic: not available |
Basic: not available |
Overflow rules per skillset |
20 |
20 |
Overflow skillsets |
Basic: 1 |
Basic: 1 |
Service Mode: you specify the start and end times for the day and night skillset for each day of the week |
Available |
Available |
Limited Feature 983 telephone administration |
Available |
Not available |
CallPilot Manager |
Available |
Available |
Expected Wait Time |
Basic: 5 tables |
Basic: 5 tables |
Activity Codes |
2,000 entries |
2,000 entries |
NOTE: Activity Codes are not available for BCM50.