BroadConnect Hosted Call Center Features

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Hosted Call Center Features That Make All the Difference

We offer the following Hosted Call Center features through the Broadworks module of the Broadsoft Platform for optimal Cloud Call Center solutions.

Feature	Basic	Standard	Premium
Cloud Based PBX General Operational Features
Call Center Creation Wizard
Queue Addressing/DNIS support
Assign full DN or Extension to queue
• Assign SIP Alias to queue
• Assign multiple DNIS per Queue
Assign Agents to queues
• Assign multiple DNIS per Queue
Assign Supervisors
• Assign Supervisors to Queues (skill groups)
• Assign Agents to Supervisors
Note: Supervisors do not require a Call Center license unless they are assigned as an Agent in a Queue
ACD Call Types
Inbound ACD calls
Video ACD calls
Outbound ACD calls
IP Voice Announcement and Queue Media
Entrance Announcement
Mandatory Entrance Announcement
Play Estimated Wait Time/Location in Queue
Music on Hold / Video on Hold
Comfort Message
Comfort Message Bypass
Whisper Message to Agent
Customizable Announcements (all) by Queue
Customizable Announcements per DNIS within Queue
Play Ringing when offering call to Agent
High Definition Audio and Video playback (all files)
• G722 Audio Announcements
• 720p (H.264) Video Announcements
Load media files via web portal
Retrieve media files via URL/server
Chain up to 4 media files per announcement
Stream Music/Video on Hold from external source
Assign preferred codec for internal and external calls
VoIP Client Routing/Distribution Policies
Call Distribution policies
• Ordered - start at top ('Regular')
• Ordered - start at next agent ('Circular')
• Most Idle ('Uniform')
• Weighted
• Simultaneous
• Directory Number Hunting
Queue Priority Settings
• Longest Waiting Call
• Highest Priority Queue
• Prioritize DNIS within a Queue
Escape from Queue
Overflow routing policy
• Time-based overflow
• Size-based overflow
• Transfer call
• Transfer to voicemail
• Play ringback to caller
• Play announcement prior to treatment
Bounced call routing policy
• Route to next agent
• Change agent ACD state after bounced calls
• Transfer call
Stranded call routing policy
• Leave call in queue
• Transfer call
• Transfer to voicemail
• Apply Night Service
• Play ringback to caller
• Play announcement to caller (loop)
Night Service
• Assign Selective Call Forwarding service
• Integrated Night Service settings
• Play announcement prior to treatment
• Allow manual activation, with custom announcement
Holiday Service
• Assign Selective Call Forwarding service
• Integrated Holiday Service settings
• Play announcement prior to treatment
Forced Forwarding
• Use Call Forwarding Always or DND service
•Integrated Forced Forwarding settings
• Play announcement prior to treatment
Cloud Phone System: Agent Features
Display Inbound call information (Client and device)
• Calling Party Name
• Calling Party Number
• Caller Wait Time
• Number of Calls in Queue
• Wait time of Longest Waiting call in queue
• DNIS Name
• DNIS Number
• Custom DNIS CLID
Guard Timer
Call Center membership
• Activate/deactivate agents in queues ('Join')
• Allow/disallow agents to change membership status
Allow/disallow Call Waiting for agents
Distinctive Ringing for ACD calls (4 alert options)
Agent Mobility
• Deliver call to alternate device (Shared Call Appearance, Remote Office, BroadWorks Anywhere)
• Present DNIS number to mobile device
Set ACD states
• Sign-In
• Sign-Out
• Available
• Unavailable (additional details below)
• Wrap-Up, including set max wrap up timer
Custom Unavailable Codes (eg Lunch, Break, etc)
• Up to 1000 custom codes per company
• Create Unavailable codes for each company
Set post call ACD state (eg timed wrap up)
Call Escalation to Supervisor
• Normal escalation (consultative)
• Emergency escalation (immediate conference)
Held Call Treatment
• Alert agent of held calls
• Bounce calls held past threshold
Call Center FAC/Star Code support
• Escalate call to Supervisor
• Place Outbound ACD or Personal call
Assign Disposition Code
• Up to 1000 custom codes per company
• Create Disposition codes for each queue
Auto-answer calls via Call Center setting
Supervisor Features (via Supervisor client)
All Agent features (if assigned a CC license)
Monitor/manage agents
• View call and ACD state
• Change ACD state
• View queue memberships and Join status
• Barge-in on calls
• Send email (if configured)
• Answer alerting calls
• Transfer alerting calls
Monitor/manage queued calls
• View status of queue
• Retrieve queued call
• Transfer queued call
• Reorder queued call
• Move to higher priority bucket within queue
Silent Monitoring
• Active calls with agents
• Next call to agent
• Next call to queue
• Barge-in on monitored calls
Call Center FAC/Star Code support
• Silent Monitor call
• Silent Monitor next call
• Night Service activation/deactivation
• Forced Forwarding activation/deactivation
Call Center Administration Features (via Group or Department Admin portal)
Manage Call Center settings
• Assign Agents to queues
• Activate/deactivate agent membership in queues ('Join' status)
• Configure queue thresholds
• Load announcements
Reporting Features
Real time Dashboard (via Supervisor client)
Agent Reports
• Call Detail Report
• Call Report
• Duration Report
• Activity Report
• Summary Report
• Unavailability Report
• Sign-In/Sign-Out Report
• Disposition Code Report
Queue Reports
• Call Detail Report
• Call Center Report
• Incoming Calls Report
• Presented Calls Report
• Summary Report
• Abandoned Call Report
• Service Level Report
• Overflow Matrix
• Disposition Code Report
Scheduled Reports
• Create scheduled reports
Custom Reports
• Access custom reports
Note: Recommend custom reports are created by Service Provider
Report Filters
Export Reports as XLS and PDF
Report Branding
Assignable Services to a Call Center (sample list only)
Alternate Numbers
Call Forwarding Always
Call Forward Selective
Call Notify
Custom Ringback
Call Me Now
Do Not Disturb
Pre-Alerting Announcement
Privacy
Selective Call Acceptance/Rejection
Voice Messaging
Message Waiting Indicator