Call Center capacities

You can use Basic or Enhanced Call Center on CallPilot 100/150.
You can use Basic or Professional Call Center on Business Communications Manager.

Features

CallPilot 100/150

Business Communications Manager

Number of skillsets

Basic: 2
Enhanced: 30

Basic: 2
Professional: 50

Configured agents (available agent IDs)

Basic: 20
Enhanced: 100

Basic: 20
Professional: 250

Agent priority levels

20

20

Dynamic agent priority levels

Basic: not available
Enhanced: 20

Basic: not available
Professional: 20

Dynamic call priority levels

Basic: not available
Enhanced: 20

Basic: not available
Professional: 20

Active agents

Basic: 10
Enhanced: max 50, min 20

Basic: 10
Professional: max 80, min 20

Active calls in all skillsets

Basic: 15
Enhanced: 30

Basic: 15
Professional: 100

Maximum active calls per skillset

Basic: 15
Enhanced: 30

Basic: 15
Professional: 100

Maximum lines configured for Call Center

Basic: 15
Enhanced: 30

Basic: 15
Professional: 100
(24 max can be VoIP trunks)

Number of 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
Enhanced: 50

Basic: 30
Professional: 150

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
Enhanced: 30

Basic: 2
Professional: 50

Caller Input Tables

Basic: not available
Enhanced: 30

Basic: not available
Professional: 50

Supervisors (telephone)

Basic: 10
Enhanced: 16

Basic: 10
Professional: 80

Supervisors (MIS)

16

16

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

Basic Intelligent Caller Input Routing: the ability to route a call to an Operator, Auto Attendant, skillset mailbox, CCR Tree or 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
Enhanced: available

Basic: not available
Professional: 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
Enhanced: 1000 rules

Basic: not available
Enhanced: 1000 rules

Overflow rules per skillset

20

20

Overflow skillsets

Basic: 1
Enhanced: 29

Basic: 1
Professional: 49

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
Enhanced: 20 tables

Basic: 5 tables
Professional: 20 tables

Activity Codes

2,000 entries

 

2,000 entries

Call Center Reporting

Available as an option

Available as an option