Norstar CINPHONY ACD offers
additional capacity and supervisor functions to meet the needs of
growing businesses. CINPHONY ACD is available in two capacity levels:
Level I and Level II.
CINPHONY I expands on PRELUDE and is a feature-rich ACD with
additional capacity and supervisor functions to meet the demands of
the growing call center.
Level I supports up to 30
representatives and 80 phone lines, and Level II supports up to 80
representatives and 120 phone lines. In addition to all the features
of PRELUDE ACD,
CINPHONY
ACD provides:
Intelligent call routing, call categorization
capabilities, priority queuing for callers, caller directed routing,
export of ACD information to other software tools for specialized
reporting, supervisor tools such as information displays on the
Norstar telephone, HELP requests from employees and silent
monitoring.
Features:
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17 different systemwide reports (including
DNIS and DID reports)
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Allowing agents to handle calls in several
groups
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Intelligent routing based on CLID, ANI, DNIS
and DID information; call directed routing.
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Call Categorization capabilities
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Priority Queuing and routing based on the
skill level of agents
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The ability to extend the hours of the call
center by using a trunk-to-trunk or Centrex transfer to send calls
to an “open” call center
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Exporting call records to other popular
software packages for specialized reporting
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Emergency routing.
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“Record a call” to help ensure call center
quality and to assist in training agents
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Wallboard support
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Silent monitor and “JOIN” capabilities
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Create and change announcements easily
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An alert to make a supervisor aware whenever
too many agents are logged out at the same time.
