Web Based Administration

Configure and manage ACD settings from any location.

Auto-Attendant

Flexible routing of incoming calls to direct callers to the appropriate group of agents, or other options.

Flexible ACD Engine

Fully integrated into AVAD' Hosted VoIP PBX phone service, the automatic call distribution provides intelligent call routing and queuing, based on agent availability, the line state, and ACD group settings.

Entrance Greeting and Queue Announcements

Greet callers with a customized greeting, periodic comfort announcements, and music on hold.

Configurable Call Handling Options

Multiple options for bounced, stranded, or overflow calls, including escape option for callers.

Alternate Routing Options

Multiple options for handling calls after business hours, on holidays, or in temporary overload conditions.

Multiple Agent Options

Agents can be on legacy phones, IP phones, mobile phones, and soft phones.

Basic and Advanced Reporting Options

The Call Center solution provides both basic and advanced statistics, using the Web Portal and daily e-mailed reports; or advanced reporting, with in-depth real time and historical reporting options.

Desktop Clients

Optional desktop clients for agents and supervisors allow for more efficient call handling, particularly in high volume call center environments.