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ACD |
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Call routing |
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Time and skills-based call routing
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Prioritized based call routing
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Identification/profile-based call routing (ANI, DNIS)
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Handset key-based routing (on auto-attendant mode)
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End-of-clip agent's alarm
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End-of-video clip automatic call routing
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Remote agent call routing
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Dynamic assignments |
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Call queuing |
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Call waiting |
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Video-on-hold |
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Personalized greeting message (video-on-hold)
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Alarms for callers in queue
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Dynamic assignments/priorities
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Agents |
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Multiple agent groups |
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Agent-assisted dialing |
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DNIS assignment of agent groups
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Call transfer to and between agents
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Consultation mode (conference)
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Supervisor monitoring (audio)
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Outbound call capability
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Local and remote groups.
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In-group and between group load balancing
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Local and remote bandwidth and network resource management
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Video Content |
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Personalized video greetings
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Video auto-attendant mode with “key-in” call routing
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Agent-selective video clip
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Video clip selection list with “smart-filtering”
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Agent review and online monitoring of video clips
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Customer Management |
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Customer page display
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Agent selected |
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Identification (ANI, DNIS) basis
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CRM system interface |
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Standards-based MS SQL |
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Supervision |
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Dynamic queue management (assignments, priorities)
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Dynamic agent group management and administration (group assignments, skill assignments)
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Group and agent scheduler (shifts)
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Management and Administration |
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Agent, supervisor and administrator Web pages |
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Reporting |
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Graphical, numerical and historical reports
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Real-time display status (agents, groups)
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Agent's daily, hourly summary
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Campaign ACD system statistics
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Agent calls taken |
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Real-time agent status, including current call status, number of calls taken
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Abandoned caller ID information available
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Ad hoc available for complex reporting
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Export data to spreadsheets (e.g., MS Excel)
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Route calls to remote agents with management and reporting
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Scalability & Redundancy |
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Vitrage is a highly scalable
video calling platform, offering very high caller and agent
capacities. The platform also can be configured for increased
availability through the use of redundant system configurations. |
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Standards |
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TCP/IP |
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HTTP, HTTP Tunneling |
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H.323/SIP |
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Audio: G.723.1 |
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Video: H.263, H.261 |
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Control: H.225, H.245 |
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