Intelligent Contact Center capacities

 

Features

Intelligent Contact Center for BCM50 3.0

Skillsets

Default 1
Maximum 30

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
Maximum 50

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
Default 10
Maximum 10

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
Maximum 30

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
Maximum 29

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
Enabled with keycode.

Expected Wait Time

5 tables

Activity Codes

2,000 entries
Reporting for Contact Center must be enabled to configure activity codes.

Multimedia Contact Center

Available
Enabled with keycode.