Call Center Features for Communications Manager Express

[Leah Davis]

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