• Integrates with Microsoft Teams • Provides 25 voice lines for Agents, scalable for growth • Integrates with Agents’ desktop computers • Compatible with EUTF network o No additional on-premise networking equipment required • Provides Call Center features o Auto attendant o Programmable menu-based call routing ▪ Interactive Voice Response (IVR) for self-service options, if available o File-based music source for greetings o Programmable automatic greetings o Call Back Queue feature (caller can opt to leave call back number) o Basic voicemail feature o Voicemail to email via WAV file o SMS notifications o Remote voicemail access o Voice call transcriptions ▪ Summarization of transcriptions o Call forwarding o Conference calling o Free domestic calling (U.S., Canada and Puerto Rico) o Supports Hunt Groups o Rules-based routing (available agent, skilled agent, hunt group) o Schedule manager ▪ Agent availability (shifts, rotations, vacations, absences) o Queue management (expected wait time notification, position in queue notification, leave call back number option) o Call recording ▪ Agent voice calls recorded with transcription (minimum 1-year retention) o Screen recording ▪ Record agent screen activity during active call (minimum 1-year retention) o Wrap up time (Programmable “Do Not Disturb” interval after agent ends call) o Agents can include third party in call for assistance o Post-call customer satisfaction survey option ▪ Survey is configurable to include: • Welcome message • Farewell message • Capacity for at least 5 questions • Customizable questions ▪ Exportable reports on usage that includes the following for each question: • Date/Time • Response o Post-call customer satisfaction voice message option
