2009-06-04 - Epygi release new features in V.5 software
What’s New in Version 5.1
Automatic Call Distribution
New Capability: Call Center environments are now able to configure smart call queuing and call handling.
Why It Matters: Standard hunt groups and simultaneous call distribution is not sufficient for the demands of true call center environments. Advanced methods of call distribution are required, such as Skills Based routing or Least Active. Grouping of the agents is also a key advantage allowing call centers to logically group resources together to clearly define responsibilities and expertise of the agents.
Click to Dial from Websites
New Capability: Using the XML Application Programmers Interface resources, calls can be initiated from a website.
Why It Matters: Many sales and support teams are extending their reach out to websites to further assist customers and promote business. Using the new XML API code, website designers build into the customers’ websites abilities to instantly connect customers to the sales and support teams. This feature will enhance customer satisfaction and drive revenue.
In the next issue, we will review Call Recording and Hot Desking.
Hot DeskingNew Capability: The Hot Desking feature allows sharing the same phone (IP or analogue phone) by many users. Users can login to the Hot Desking phone using their extension number, and get all of the credentials of their extension.
Why It Matters: Certain customer environments have changed with the times and have either employed more remote workers or reduced the office floor space. Commuter offices are more common in today’s work environment and utilizing a feature like Hot Desking simplifies supporting this type of workforce.
Call Recording
New Capability: SIP call recording is available on the QuadroM32x and can be stored locally or on a remote server.
Why It Matters: A powerful feature allowing the system to record all calls made from and to the extensions of the PBX. This lets a company record selected calls both automatically and by special request from the web GUI or directly from the phone. The recordings could be either stored on the device itself (and be reviewed on the device) or be uploaded to external file storage for further processing.
www.voip-news.com/feature/cyberdata-voip-move-051109
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