BroadConnect Hosted Call Center Features
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 | ![]() |
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Assign Agents to queues | ![]() | ![]() | ![]() |
• Assign multiple DNIS per Queue | ![]() | ![]() | ![]() |
Assign Supervisors | |||
• Assign Supervisors to Queues (skill groups) | ![]() | ![]() |
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• Assign Agents to Supervisors | ![]() | ![]() |
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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 | ![]() |
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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 | ![]() |
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Whisper Message to Agent | ![]() |
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Customizable Announcements (all) by Queue | ![]() | ![]() | ![]() |
Customizable Announcements per DNIS within Queue | ![]() |
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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 | ![]() |
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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 | ![]() | ![]() |
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• Change agent ACD state after bounced calls | ![]() | ![]() |
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• Transfer call | ![]() |
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Stranded call routing policy | |||
• Leave call in queue | ![]() | ![]() |
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• Transfer call | ![]() | ![]() |
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• Transfer to voicemail | ![]() | ![]() |
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• Apply Night Service | ![]() |
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• Play ringback to caller | ![]() |
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• Play announcement to caller (loop) | ![]() |
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Night Service | |||
• Assign Selective Call Forwarding service | ![]() | ![]() | ![]() |
• Integrated Night Service settings | ![]() |
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• Play announcement prior to treatment | ![]() |
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• Allow manual activation, with custom announcement | ![]() |
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Holiday Service | |||
• Assign Selective Call Forwarding service | ![]() | ![]() | ![]() |
• Integrated Holiday Service settings | ![]() |
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• Play announcement prior to treatment | ![]() |
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Forced Forwarding | |||
• Use Call Forwarding Always or DND service | ![]() | ![]() | ![]() |
•Integrated Forced Forwarding settings | ![]() |
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• Play announcement prior to treatment | ![]() |
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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 | ![]() |
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• DNIS Number | ![]() |
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• Custom DNIS CLID | ![]() |
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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 | ![]() |
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Set ACD states | |||
• Sign-In | ![]() | ![]() |
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• Sign-Out | ![]() | ![]() |
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• Available | ![]() | ![]() |
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• Unavailable (additional details below) | ![]() | ![]() |
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• Wrap-Up, including set max wrap up timer | ![]() | ![]() |
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Custom Unavailable Codes (eg Lunch, Break, etc) | |||
• Up to 1000 custom codes per company | ![]() | ![]() |
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• Create Unavailable codes for each company | ![]() | ![]() |
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Set post call ACD state (eg timed wrap up) | ![]() | ![]() |
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Call Escalation to Supervisor | |||
• Normal escalation (consultative) | ![]() | ![]() |
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• Emergency escalation (immediate conference) | ![]() | ![]() |
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Held Call Treatment | |||
• Alert agent of held calls | ![]() | ![]() |
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• Bounce calls held past threshold | ![]() | ![]() |
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Call Center FAC/Star Code support | |||
• Escalate call to Supervisor | ![]() | ![]() |
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• Place Outbound ACD or Personal call | ![]() |
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Assign Disposition Code | |||
• Up to 1000 custom codes per company | ![]() |
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• Create Disposition codes for each queue | ![]() |
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Auto-answer calls via Call Center setting | ![]() |
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Supervisor Features (via Supervisor client) | |||
All Agent features (if assigned a CC license) | ![]() | ![]() |
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Monitor/manage agents | |||
• View call and ACD state | ![]() | ![]() |
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• Change ACD state | ![]() | ![]() |
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• View queue memberships and Join status | ![]() | ![]() |
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• Barge-in on calls | ![]() | ![]() |
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• Send email (if configured) | ![]() | ![]() |
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• Answer alerting calls | ![]() | ![]() |
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• Transfer alerting calls | ![]() | ![]() |
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Monitor/manage queued calls | |||
• View status of queue | ![]() | ![]() |
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• Retrieve queued call | ![]() | ![]() |
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• Transfer queued call | ![]() | ![]() |
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• Reorder queued call | ![]() | ![]() |
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• Move to higher priority bucket within queue | ![]() |
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Silent Monitoring | |||
• Active calls with agents | ![]() |
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• Next call to agent | ![]() |
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• Next call to queue | ![]() |
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• Barge-in on monitored calls | ![]() |
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Call Center FAC/Star Code support | |||
• Silent Monitor call | ![]() |
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• Silent Monitor next call | ![]() |
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• Night Service activation/deactivation | ![]() |
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• Forced Forwarding activation/deactivation | ![]() |
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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) | ![]() | ![]() |
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Agent Reports | |||
• Call Detail Report | ![]() | ![]() |
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• Call Report | ![]() | ![]() |
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• Duration Report | ![]() | ![]() |
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• Activity Report | ![]() | ![]() |
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• Summary Report | ![]() | ![]() |
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• Unavailability Report | ![]() | ![]() |
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• Sign-In/Sign-Out Report | ![]() | ![]() |
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• Disposition Code Report | ![]() | ![]() |
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Queue Reports | |||
• Call Detail Report | ![]() | ![]() |
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• Call Center Report | ![]() | ![]() |
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• Incoming Calls Report | ![]() | ![]() |
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• Presented Calls Report | ![]() | ![]() |
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• Summary Report | ![]() | ![]() |
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• Abandoned Call Report | ![]() | ![]() |
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• Service Level Report | ![]() | ![]() |
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• Overflow Matrix | ![]() | ![]() |
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• Disposition Code Report | ![]() | ![]() |
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Scheduled Reports | |||
• Create scheduled reports | ![]() | ![]() |
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Custom Reports | |||
• Access custom reports | ![]() | ![]() |
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Note: Recommend custom reports are created by Service Provider | |||
Report Filters | ![]() | ![]() |
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Export Reports as XLS and PDF | ![]() | ![]() |
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Report Branding | ![]() | ![]() |
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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 | ![]() | ![]() | ![]() |
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