Features |
Intelligent Contact Center for BCM50 3.0 |
Skillsets |
Default 1 |
Configured agents (available agent IDs) |
Maximum 100 |
Active agents (or Supervisors) Active agents are agents who are logged into one skillset or a combination of skillsets. |
Default 2 |
Dynamic agent priority levels |
20 |
Dynamic call priority levels |
20 |
Active calls in all skillsets |
30 |
Maximum active calls per skillset |
30 |
Maximum lines configured for Contact Center |
30 |
Voice ports (shared with CallPilot or dedicated) |
Minimum 2 |
Routing tables per skillset |
2 |
Greetings |
50 |
Maximum time per greeting |
1000 mins |
Maximum time for all greetings |
>370 hours / Gigabyte |
Steps per routing table |
20 |
Overflow rules per skillset |
20 |
Skillset mailboxes |
Default 0 |
Caller Input Tables |
30 |
Supervisor functionality, including call monitoring |
Silent monitor |
Supervisor Help |
Available
|
Maximum simultaneous monitoring sessions |
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 |
Advanced Intelligent Caller Input Routing: the ability to route a call based on multi-digit fixed or variable strings |
Available |
Delegated Contact Center Administration: the BCM System Administrator can create a password to give a Contact Center Administrator or supervisor access to Contact Center administration |
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 |
Intelligent CLID/DNIS Routing |
1000 rules |
Overflow rules per skillset |
20 |
Overflow skillsets |
Default 0 |
Service Mode: you specify the start and end times for the day and night skillset for each day of the week |
Available |
Limited Feature 983 telephone administration |
Available |
CallPilot Manager |
Available |
Reporting for Contact Center |
Available |
Expected Wait Time |
5 tables |
Activity Codes |
2,000 entries |
Multimedia Contact Center |
Available |