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Call Center Solutions

Table 3-1 summarizes the four Call Center packages available with the DEFINITY ECS. These packages are available for all versions of the system. Specific con- figurations depend on the number of agents in the call center.

Table 3-1. Call Center Packages Available in the

DEFINITY ECS

	Call	Call	Call	Call
	Center	Center	Center	Center
Feature	Basic	Plus	Deluxe	Elite
Automatic Call Distribution	X	X	X	X
Redirect On No Answer	X	X	X	X
Auto Available Split	X	X	X	X
Service Observing Basic	X	X	X	X
Service Observing Remote	X	X	X	X
MIA Across Skills/Splits and	X	X	X	X
ACW Treatment Options
ACW in MIA List	X	X	X	X
Multiple Call Handling On	X	X	X	X
Request
VuStats	X	X	X	X
Service Level	X	X	X	X
Login IDs	X	X	X	X
VuStats Enhancements	X	X	X	X
Move Agent/Change Skills While	X	X	X	X
Staffed
Forced Multiple Call Handling	X	X	X	X
Multiple Announcement Boards	X	X	X	X
Basic Call Management System		X	X	X
Service Level		X	X	X
Login IDs		X	X	X
Timed After Call Work/Agent		X	X	X
Pause Between Calls
Call Vectoring			X	X

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3-16Issue 5 January 1998 555-230-024