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Call Center Features for Communications Manager Express

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From: ttrentler

Call Center Features in Communications Manager Express

CallManager Express supports several call center features previously unavailable in a small business environment.

In future chapters we will explore each of these in depth.

  • Hunt Groups

    • Both statically defined and dynamic hunt groups that users can log in and out of.
  • Automatic Call Distribution (ACD)
    • Includes queuing by using CallManager Express' BACD service and hunt groups.
  • Music on Hold
    • Either though a .wav file or external audio source
  • AutoAttendant
    • Up to five autoattendants
    • Includes dial by name and dial by number functionality
    • Includes a script editor to create custom scripts
  • CTI integration to several leading products including:
    • Microsoft Office
    • Microsoft CRM
    • Salesforce.com