Inbound Call Center (ICC) software

Any user can be configured as a supervisor. When a supervisor logs in, that consumes one license. The supervisor can also make and receive calls as part of the group without consuming any additional licenses.
 

Licensing
A single floating license allows an agent to log into multiple groups simultaneously.
When the agent logs out, that license is available to another agent to use.

Call handling rules can be configured as necessary to provide better service to customers. For example, if agents do not answer a call that is routed to their stations, they can be automatically logged out.

The administrator can confi gure a queue with announcements by installing a WAV file that has been created, using default prompts that come with the system, or creating announcements using the text to speech capabilities of the administration user interface. Music on hold can be selected to play when announcements are not being made to the callers in queue.

Up to 240 agents
Floating licenses
Queuing with music and announcements
Indication of position and expected wait time in queue
Queue exit options and overflow routing
Fully custom wallboard
Multiple groups
Agents can log into multiple groups
Multiple supervisors
Silent monitoring and barge in
Call recording
Callback processing
Group mailbox
Instant messaging, presence, and chat
Detailed reports
Real time statistics and monitoring
Screen pops
Flexible call handling rules
Automatic agent log out
Multiple languages and worldwide support
Configuration and Management
The administration user interface for the MS30 and MS250 is easy to use and allows for rapid confi guration of ICC groups. Adding members to a group is a simple operation and any member can be granted supervisor privileges.

Key Features

Whether your company has few agents in a support group or every employee is an agent in a call center, the solution from Connegy NGN can scale to meet your requirements.

The complete solution can be provided by Connegy NGN, including the IP PBX (with or without redundancy), battery backup system, Ethernet switches, gateways, soft phones, hard phones, automatic archiving, and ICC software. Connegy NGN sells and supports its products world wide.

The ICC is a true IP call center based on SIP. This permits the MS30 or MS250 to interoperate with a variety of gateways and phones from a variety of manufacturers. Agents can be located anywhere in the world, as long as they have a broadband
Internet connection. This provides true flexibility and around the clock coverage, without having to relocate key talent.

Client software running on a PC provides agents and supervisors with real time information about the operation of the call center, screen pops, presence, instant messaging, and a soft phone. The same software allows supervisors to manipulate calls in the queue. A custom wallboard display can be configured to appear on the PC desktop or be projected onto the wall without specialized equipment.

The Connegy NGN Media Servers (the MS30 and the MS250) combine the functions of an IP PBX, PSTN gateway, Internet gateway, network server, and application server. The ICC application runs directly on the MS30 or MS250 and is enabled by software licenses.

The product functions as an advanced automatic call distributor (ACD).

The Inbound Call Center (ICC) software is a complete software package for the Connegy NGN Media Exchanges that handles incoming calls to a group of agents, distributes the calls based on specified rules, and queues them when agents are not available. The ICC then automatically distributes the calls to agents from the queue as they become available. 

Contact Centers : Call Center
A software option for MX Systems

Contact Centers : Call Center
A software option for MX Systems