Module 3: Features and Capabilities

1. Module 3:Features and Capabilities

2. This module explains the features of a EXPERiUS-enabled cloud-based Unified Communications service offering in terms of the feature capabilities and the application of these features in solving common business problems.This module is not intended to explain the configuration and/or use of specific features or capabilities. For instruction on the configuration and use of these features, refer to one of the following: Purpose • End-User Guides • Personal Agent User Guide • Unified for Windows User Guide • Unified for MAC User Guide • Unified for Web User Guide • Unified for iPhone User Guide • Unified for iPad User Guide • Unified for Android User Guide • Unified for Mobile Web User Guide • End-User Quick Reference Cards • Polycom 310 QRC • Polycom 410 QRC • Polycom 500/600 QRC • Unified for Windows QRC • Unified for Android, iPhone, iPad QRC • Voicemail QRC • Meet-Me Conferencing QRC • Personal Agent Web Portal QRC

3. Feature Summary Feature Lists Feature Definitions Feature Benefits Types of Users Types of Business Benefits End-User Features Company-Wide Features Boss / Admin Features Dedicated Receptionist Features Desktop Client Features & Comparison Mobile Client Features & Comparison Exercises Outline

4. Feature Lists End-User Feature List Voice Mail / Unified Messaging Feature List Self Care Portal Feature List Boss/Admin Features Dedicated Receptionist Feature List Company-Wide Feature List Desktop Client Features & Comparison Mobile Client Features & Comparison Feature Summary

5. Account Codes Ad Hoc Conferencing Additional DID / Alternate Numbers Alias Routing Anonymous Call Rejection Assistant Console Authorization Codes Auto Hold – Receptionist Automatic Disaster Recovery (Auto-Remote) Busy Lamp Field Call Duration Display Call Forward - Remote Call Forward Busy Call Forward Immediate Call Forward Internal vs External Call Forward No Answer Call Forward Not Logged In Call Forward Unreachable Call Grabber Call Hold/Resume Call Ignore Call Intercept Call Park Retrieval Call Park to DN Call Park to System Number Call Pickup – Group Call Pickup – Directed Call Pickup - Targeted Call Return Call Screening – CLID Feature List: End User Features

6. Call Screening – Presence Call Screening – Time of Day Call Waiting Call Waiting / Caller ID Caller ID Configurable Caller ID Internal vs External Caller ID Name/Number Caller ID Per Call Block Caller ID Permanent Block Class of Service Restrictions Date/Time Display Deny All Calls Direct Inward Dialing Direct Outward Dialing Distinctive Ringing Do Not Disturb E911 / E911 Location Service Equal Access Extension Dialing Federated Instant Messaging Federated SMS Messaging Hoteling Hotline Intercom Last Number Redial Lawful Intercept Least Cost Routing Malicious Call Trace Meet-Me Conferencing Message Waiting Indicator Feature List: End User Features

7. Missed Call Email Notification Mobile Extension Multiple Line Appearances Multiple Simultaneous Calls Music-on-Hold Mute / Unmute Non-DID Numbers Network Speed Dial Network-based Call Logs Network-based Global Address Book Network-based Personal Directory Non-DID Numbers On Net Flexible Routing On-Hook Dialing Presence Reminder Call / Wakeup Call Secure Instant Messaging Selective Call Acceptance Selective Call Forward Selective Call Rejection Shared Line Appearance – Multiple Call Arrangement Shared Line Appearance – Single Call Arrangement SMS on Call Forward Transfer – Blind Transfer – Supervised Transfer – to Speed Dial Voice Mail Feature List: End User Features (cont’d)

8. Force Password Change upon Initial Login Distribution Groups Custom Operator Email Forwarding Single Message All Messages Message Forwarding Remote Notification Recorded Name Personal Greetings No Answer Busy Extended Absence Message Playback Compose Message Message Tagging Urgent Private (No Forward) Scheduled Message Retrieval Via Telephone Via Voicemail Portal Via Email Client Feature List: Messaging Features

9. Click to Make a Call Send an Email Call Logs Managing Call Logs Filtering Call Logs Sorting Call Logs Address Book Global Directory Personal Directory Routes Simple Call Screening to Voicemail Anonymous, Calling Party, DND, Time of Day Call Screening to Call Treatment Incoming, Outgoing & Roaming Call Routes Sequential Ringing, Simultaneous Ringing,Presence Based Routing Routes Advanced Routing by Rules with Exceptions Hunt Groups Member & Admin Controls Assistant Console Control who can see & answer your line(s) Preferences Personal Changing Your Password Changing Your Time Zone Viewing/Editing Personal Info Updating / Removing a Photo IP Phone Configure Phone & Logout of Phone Meet Me Conferencing View & Change MeetMe Preferences Change Moderator PIN Presence View & Manage How Others See Your Presence Vertical Service Codes View list of star codes & short dialing codes Call Services Configure features (Call Return, Ad Hoc Conferencing, Call Waiting, Call Park, Call Grabber) XMPP Gateway Configure Parameters to Federate between different Instant Messaging Client UCD Agent & Admin Controls Logout Feature List: Personal Agent End User Web Portal Features

10. Boss / Admin (Assistant Services) Enable Assistant Services for Ann I need to rely on my assistant to manage most of my client calls I’m John’s assistant – I need to be able to answer and manage his calls Ann John

11. Active Calls Screen See Presence Categorize via My Workgroup Configure Speed Dials Conference Set Reminders via Call Scheduler Call Stacker to attempt several numbers in a row Access Call Logs Incoming, outgoing and missed calls Feature List: IP Console • Directories available: • Internal, External, Emergency, Outlook, Favorites. • Corporate Branding available

12. Voice and Video Click to Call Multi-call handling Call logs Collaboration Reservation-less Meet Me Conferencing File/ clipboard/ URL/ Whiteboard sharing IM and Presence Presence includes “on the phone” Broadcast IM & group chat IM Federation (XMPP support from Yahoo, AOL, Jabber and Google) Directory integration View corporate or system directories (LDAP compliant databases) Business Value Extends UC functionality wherever you may roam Replace or complement desktop phone and mobile phone Unified for Windows

13. Voice and Video Call Management Click to call Click to video call Multi-call management Call Grabber services Call Logs with archive option Call Info and Disposition Caller name and number ID Contact picture and nickname Message Waiting Indicator New Calls in Log Indicator One-click voicemail access & control Call Waiting Call Forward Transfer Hold Mute Do Not Disturb Call Park Click to Call from Call Log Calling Reason Conference and Sharing Reservation-less Meet Me conference bridge management Ad-hoc conference File Share Web URL, Clipboard & Whiteboard Share Presence and Instant Messaging Organization-wide, multi-device presence One-click IM Dynamic IM chat rooms “On the phone” presence status User created custom status’ e.g. “at lunch – back in 30” IM Federation (include “buddies” from Yahoo, AOL, Jabber and MSN) Directory Personal contact management Organization-wide directory integration GENCom for Windows Features Summary

14. Unified Mobile Clients Audio & Video Calling Instant Messaging / Presence One-click live call handoff (Call Grabber) Accessible via WiFi/3G/4G LTE Push WiFi Calls to Cellular Push Cellular Call to WiFi One Click MeetMeConf Access as Moderator Voicemail Access / Message Waiting Indication Personal & Corporate Directories Endpoint Provisioning & Customization

15. Automated Attendant Announcements Time-of-Day Routing Dial-by-Name Hunt Groups Sequential Routing Circular Routing Basic Call Center Features Changing Agent Status via Web Portal Supervisor Controls via Web Portal Time-of-Day Routing Music-On-Hold Overflow Destination Night Treatment Advanced Call Center Features Skills-based Routing Agent / Supervisor Client Real-time Status Historical Reporting Feature List: Company-Wide Features

16. Brief Feature Definitions End-User Features Voice Mail / Unified Messaging Features Web Portal Features Boss/Admin Features Dedicated Receptionist Features Company-Wide Features Desktop Client Features & Comparison Mobile Client Features & Comparison Descriptions

17. Account Codes Allows the user to assign an account code, billing number, project number or client number to a specific call for tracking purposes. Ad Hoc Conferencing Use this feature to call and join multiple participants into a conference call. Additional DID / Alternate Numbers Additional alias’s assigned to a user that route incoming calls to the same user. Can be used to provide vanity number services or local calls even when out of territory. Alias Routing When a user dials a SIP address or non-numeric address, alias routing replaces the address with a DN of the end user, and validates the destination DN before routing any other platform can route the call. Anonymous Call Rejection Rejects calls from callers that block their Caller ID information. Assistant Console Allows an individual to function as an assigned assistant to monitor, receive, park, screen or route calls on behalf of another user. Authorization Codes Provides user access to dialing long distance or international when this code is entered prior to making an outgoing call. Auto-Hold Receptionist Users can toggle between call conversation windows using clients and certain IP phones. Descriptions: End-User Features

18. Automatic Disaster Recovery Automatically enables the user’s Remote Phone configuration in the event that the user’s phone goes out of service as a result of a connectivity problem Busy Lamp Field Shared line appearances can be configured to show busy lamp status such as on the phone, ringing and on hold. Call Duration Display Users provisioned with a display phone can see the duration of the call in seconds. Call Forward Remote Allows user to configure their call forward immediate setting without being in front of their phone Call Forward Busy Allows a user to forward all incoming calls to an internal or external number in the event all the subscriber’s lines are in use. Call Forward Immediate Allows a user to forward all incoming calls to an internal or external number. Call Forward Internal vs External Administrators can provision a different destination for call forward based upon the incoming call being an internal vs external call. Call Forward No Answer If no one answers the telephone after a designated amount of ring seconds, this feature will forward the incoming call to either an internal or external number. Descriptions: End-User Features (cont’d)

19. Call Forward Not Logged In Automatically forwards inbound calls to an internal or external number in the event that the user’s phone goes out of service as a result of a connectivity problem Call Forward Unreachable Automatically forwards inbound calls to the subscriber when they are unreachable. Call Grabber Allows a subscriber to move established calls between devices making the transition seamless to the other end of the call. Call Hold / Resume Users are able to place an active call on hold (music on hold optional) and resume the call from the same device. Call Ignore Through the GENCom for Windows client and softkey on the IP Phone a user can ignore an incoming call on this device or network-wide Call Intercept Calls to an old or unused telephone number can be redirected to another number or to an announcement. Call Park Retrieval Users who have call park enabled can retrieve parked calls by dialing the ID of the parked call or if using an IP Phone can press the Call Park button Call Park to DN Users can park a call to their number or another users telephone number and pickup the call on any group phone. Descriptions: End-User Features (cont’d)

20. Call Park to System Number Users can park a call for others to pickup by placing it in a parking lot or system number. Call Pickup – Directed Allows users part of the same group to pickup a call that is presented to any specific member of the group Call Pickup – Group Allows users who are part of the same group to answer calls ringing devices belonging to other members in a group. Call Pickup - Targeted Allows users part of the same group to pickup a call for a specific DN in the group. Call Return When the subscriber dials *69, the last incoming call to this number will be returned. Call Screening - CLID Allows the user to route incoming calls differently based upon the incoming telephone number (CLID) Call Screening - Presence Allows the user to route incoming calls differently based upon the subscriber’s presence Call Screening – Time of Day Allows the user to route incoming calls differently based upon the time the incoming call comes in, Call Waiting Allows the user to put one call on hold while answering a second call. Descriptions: End-User Features (cont’d)

21. Call Waiting/Caller ID The subscriber can see the Caller-ID information of an incoming call while connected to an existing call. Caller ID Configurable Administrators can customize the outbound CALLER ID value for each user as required Caller ID Internal vs External Allows for a different Outbound Caller ID for internal calls vs external calls. Caller ID Name/Number Shows the name and number of the calling party on the telephone display. Caller ID Per Call Block For this specific call the Caller-ID name and number information will be blocked of the subscriber from being shown to the far-end party. Caller ID Permanent Block Allows user to permanently block their Caller ID and show Anonymous or Unknown anytime they make a call Call Restrictions/Toll Restrictions When provisioned, a subscriber’s dialing can be restricted to allow/disallow local dialing, long distance, international, etc. Date/Time Display If the subscriber is provisioned with a display telephone, the current time and date will be displayed on the telephone in the subscriber’s time zone. Descriptions: End-User Features (cont’d)

22. Deny All Calls Lines can be configured to restrict all incoming or outgoing calls Direct Inward Dialing Users can be provisioned with direct incoming telephone numbers that do not require inbound calls to go through an attendant prior to ringing their phone. Direct Outward Dialing Users can be provisioned to not require any digit Distinctive Ringing A distinctive ring tone can be applied to up to three numbers appearing on the subscriber’s telephone. Do Not Disturb Routes all incoming calls to a subscriber’s voicemail account or alternate Do Not Disturb destination. E911/E911 Location Service Routing of emergency calls to the appropriate emergency response location or service along with the location of the user who dialed the emergency number. Equal Access Allows for the ability of a user to dial a carrier’s ID code to make a call on another providers service plan. Extension Dialing Supports internal dialing of other co-workers by dialing between 3-18 digits. Descriptions: End-User Features (cont’d)

23. Federated Instant Messaging Allows instant messaging desktop & mobile clients to interact with 3rd party instant messaging platforms Federated SMS Messaging Allows instant messaging desktop & mobile clients to sent instant messages as text messages to mobile users Hoteling Business feature that allows an employee to log into any un provisioned phone and user it as their own. Hotline When the phone goes off hook, calls are routed immediately to an administer defined number. Intercom Allows subscribers to make extension-to-extension calls auto answer between IP Phones with speakerphones. Last Number Redial Redials the last number, internal or external, that was dialed from this telephone. Lawful Intercept Ability for user to be monitored for call details and call content to be sent to law enforcement agencies. Least Cost Routing Ability for administrators to configure the path of outbound communications traffic based upon cost. Malicious Call Trace When an offending call is received, the subscriber can trace it by dialing *57. Descriptions: End-User Features (cont’d)

24. Meet-Me Conferencing Allows a subscriber to utilize an always available personal conference bridge Message Waiting Indicator Notifies the subscriber of new voicemail messages via a visual indicator and/or stutter dial-tone (depending upon the specific capabilities of the user’s phone) when new messages have been received. Missed Call Email Notification When enabled, users will receive an email when they miss a call Mobile Extension When enabled, a users mobile number will simultaneously ring when their business line rings and when on the phone, to internal callers, their mobile presence will show as “on the phone” Multiple Line Appearances Users can be assigned more than one line appearance of the same number or of other numbers in their company. Multiple Simultaneous Calls Users can be configured to allow up to 20 simultaneous calls (default is 10) Music-on-Hold Individual Subscribers, Groups, or entire Customers can be provisioned with a separate music on hold which can be a music file or music source (e.g., Muzak). Mute / Unmute Subscribers provisioned with speakerphones can mute/unmute active calls with a single button. Descriptions: End-User Features (cont’d)

25. Network Speed Dial One or two digit speed dials to contact frequently dialed numbers across all phones, clients and portals. Network-based Call Logs Cloud-based incoming, outgoing & missed calls shown across any clients, portals and phones Network-based Global Address Book Cloud-based company directory shown across any clients & portals Network-based Personal Direc Cloud-based friends list of frequently contacted or monitored users shown across any clients & portals. Non-DID Numbers Users can be provisioned with non-direct incoming telephone numbers that are answered by an auto-attendant menu service or a live attendant to transfer calls to non-Direct line holders. On Net Flexible Routing Ability for administrators to configure the routing of calls to route internal first before routing outward to the PSTN. On-Hook Dialing With certain devices, subscribers can dial a number without picking up the handset. Presence Phone and Instant Messaging status can be shown to users who login to their client. Also incoming calls can be routed based upon a users presence. Descriptions: End-User Features (cont’d)

26. Reminder Call / Wakeup Call Allows subscribers to program their business line to ring as a reminder or wakeup call. Secure Instant Messaging Allows for Unified client users to send/receive encrypted chat messages providing a more secure means to communicate vs clear text. Selective Call Acceptance Enables a user to define criteria that allows incoming calls and all calls that do not meet that criteria are rejected. Selective Call Forward Enables a user to define criteria that allows incoming calls to be forwarded to a predefined destination and all calls that do not meet that criteria are routed via standard treatment. Selective Call Rejection Enables a user to define criteria that forces certain incoming calls to be rejected and all calls that do not meet that criteria are routed via standard treatment. Shared Line Appearance – Multiple Call Arrangement Allows for multiple people to have a line appearance where more than one active call can be handled by the group at once. Shared Line Appearance – Single Call Arrangement Allows for multiple people to have a line appearance but only one active call is handled at a given time. SMS on Call Forward Allows for SMS/text message notification when intended target is busy, does not answer the call or is not registered. Descriptions: End-User Features (cont’d)

27. Transfer – Blind Allows users to transfer calls immediately to another internal or external number Transfer – Supervised Allows users to announce the transfer of a call to the internal or external recipient prior to completing the transfer Transfer – to Speed Dial Allows users to transfer calls to pre-programmed speed dial numbers. Voice Mail Subscribers can be provisioned with a password protected individual voice mail account. Descriptions: End-User Features (cont’d)

28. Force Password Change upon Initial Login Each voicemail user upon initial login must change their password. This password can be changed at any time through the telephone, or Voicemail Portal applications. Distribution Groups When composing new voice messages or forwarding messages to other voicemail subscribers, personal distribution lists can be selected. Custom Operator Voicemail accounts allow subscribers to define their own custom operator or zero out destination when incoming callers hear the subscriber’s greeting. Email Forwarding Voicemail accounts can be configured to automatically forward a copy of each voicemail message to a specific email account. Remote Notification Voicemail accounts can be configured to notify a pager, telephone, or email account when messages have been left in the subscriber’s account. Recorded Name Voicemail accounts can be configured with a recorded name. The recorded name is played as part of the envelope information for all messages left for other subscribers. Descriptions: Messaging Features

29. Personal Greetings Voicemail greetings can be recorded for No Answer, Busy, or Extended Absence states. When no custom greeting is recorded, the default greeting will be played. Message Playback While playing voicemail messages, subscribers can reply to, call originator, delete, save, forward, replay, skip to beginning, skip to end, pause/continue, fast forward, reverse, and skip the envelope playback. Compose Message This feature allows users to compose new voicemail messages, edit the message, schedule message for future delivery, tag it for urgency, if necessary before sending it to a single user or distribution list. Message Retrieval Voicemail messages can be retrieved from any phone, the voicemail portal and/or via a standards-based email client. Descriptions: Messaging Features (cont’d)

30. Command Center Personal Agent Web Portal Widget • Web based access for end-users to personalize & control their communications • Personalized Call Routing & Screening • Find-Me Follow-Me service for business and mobile phones • Network Based Logs • Click to Call, IM from any entry • Support of widgets to your portals Click to Call Click to Call Address Book Control how, when and where you are contacted via simple Web Portal Call Logs Routes/ Call Handling

31. Click to Call and/or Email Online Help Address Book Personal Address List Add New Entry, Group Entries, Enable/Disable Presence Monitoring of List Entries Company Directory aka Global Address List Call Logs Incoming, Outgoing & Missed Preferences Enable/Disable/Change Features, Edit Your Contact Info, Upload/Manage Photo Routes Incoming Call Management Other Items Based Upon Admin Basic Call Center Hunt Groups Shared Line Monitoring Personal Agent End User Web Portal Hunt Group MemberHunt Group Admin Boss/AdminAssistantConsole UCD AgentUCD Admin

32. Click to Call Based upon Your Preferences / Contact Info • Click to Call From My Client (shorgan@netfortris.com) • Click to Call From My Office # • Click to Call From My Mobile # • Click to Call From My Home # Makes Call to Destination Rings This First / You AnswerThen…

33. Address Book • Personal Address Book • Populated Through Import or Add Entry From Global Address Book • Edit / Delete & View Entries • Toggle Show Availability inClients to see their Presence and Instant Message them • Manage Groups to Categorize • List Available in All Clients • Global Address Book • Populated by Your Administrator • People in Your Company • Search Company Directory • Click to Call, Email • Add Entry to Personal Address List

34. Call Logs Incoming & Missed / Outgoing Right Click Options Caller ID Duration Incoming or Missed Phone #SIP Address Time Stamp

35. Simple Routes Screening to Voicemail Toggle On/Off Click for More Detail Set Parameters Don’t Forget to Apply!

36. Simple Routes Incoming Call Management Screening to Call Treatment Set Parameters Don’t Forget to Apply! Click for More Detail Outgoing Call Management Roaming Call Management

37. Sequential Ringing Simple Routes Toggle On/Off Call Routes Set Parameters Click for More Detail Don’t Forget to Apply! Simultaneous Ringing Presence Based Routing

38. Advanced Routes Turn OFF Simple Routes Before Enabling Advanced Routes Call Routes If, Then, Else With Exceptions to Rules For Routing Click for More Detail Create, Delete,Copy, Rename Lists All Your Routes You’ve Created Toggle On/Off Move To TopBased Upon Priority Explains What Each Route Will Do With Click Links to Modify

39. Preferences Based Upon What Functions Are Enabled Personal Contact Info, Password, Picture, Reasons, Your Times IP Phone Subjects, Personalize Presence, Logout Meet Me Conferencing Preferences, Moderator PIN Presence Watchers, Banned Watchers, Authorized Watchers, Show Offline Watchers, Preferences Vertical Service Codes Vertical Service Code Prefixes, Short Dialing Code Prefixes, Vertical Service Codes PIN Call Services Call Return, Ad Hoc Conf, Network Call Waiting Disable, Call Park, Call Grabber XMPP Gateway XMPP Gateway Parameters

40. Hunt Groups Member Administrator UCD (Basic Call Center) Agent Administrator Assistant Console Enable/Disable Letting Someone Else Use Their Windows Client to Answer/Show Status of Your Line(s) Additional Functionality Based Upon Capabilities These Will Be Covered in Another Section

41. A new “Assistant Console” Add into Unified for Windows client Boss can enable/disable via their client or web portal Exec admin will now have a popup Assistant Console Window with calls and line status for the Boss line(s) and can answer and make calls on their behalf Lite Receptionist (Boss/Admin) Features Boss Exec Admin

42. Making Calls Using Off Hook/Answer Key Using My Workgroup Using a Directory Entry Using a Contact Entry in a Features Pane Answering/Managing Incoming Calls Using the Off Hook/Answer Key Using the Active Call Area by clicking on the alerting call Terminating a Call Using the Release Key Using the Active Call Area right click mouse menu Holding a Call Using the Hold Key Using the Active Call Area by clicking in the free space will hold a connected call and provide dialtone for making an outbound call Divert Alerting Calls Drag an alerting call to a My Workgroup key Drag an alerting call to a directory entry Descriptions: Dedicated SIP Attendant Console Features

43. Transferring Calls to Users Supervised / Announced Transfer Using the Off Hook / Answer Key while on an active call and receive dial tone to make the consultation call and press Transfer to complete the transfer or release to cancel the transfer You can also drag a My Workgroup entry or Directory Entry or a Call Log Entry onto a connected call to do a consultative transfer. Blind Transfer Allows a attendant to extend the call regardless of the phone state by dragging the call onto a My Workgroup destination or onto a Directory Entry. Productivity Tools Call Scheduling– Ability to create reminders to call numbers back and when scheduled time occurs a call popup window will popup Call Stacking– Ability to create a group of outbound calls to contact in a row. Conference – Ability to link up to 4 calls on a Conference Call Email & SMS – Ability to email & SMS entries in My Workgroup and Directory. Favorites – View & Search Personal Directory Outlook – View & Search Outlook Contacts Internal – View & Search Internal Directory External – View & Search External Directory Emergency – View & Search Emergency Directory Call Logs – Incoming, Outgoing & Missed Call List FlexKeys – Speed Dials, Configurable Shortcut Keys Descriptions: Dedicated SIP Attendant Console Features

44. Automated Attendant – A menu service allowing incoming callers to select a menu choice and be transferred to an employee directly or receptionist. Announcements – Menu service announcements can be customized to fit the needs of the company. Time-of-Day Routing – Calls can be routed one direction during business hours and another after hours. Dial-by-Name – Calls can be routed to individuals by dialing their name Hunt Groups – Users can be in a hunt group where incoming calls ring multiple phones in a pattern or all at once. Descriptions: Company-Wide Features

45. Basic Call Center Features Recorded Announcements – Announcements can be played to incoming callers as they enter the call center and can hear repeating announcements while they wait for an available representative to answer. Time-of-Day Routing – Calls can be routed to the call center agents during business hours and to another location after hours. Music-on-Hold – Music files or a music source can be used to play between announcements to callers as they wait for a representative to answer. Overflow Destination – Calls can be overflowed to another location when the call center is overloaded. Night Treatment – Callers can be given night treatment/routing after hours or in the event all representatives are logged out. Agents & Administrators can login & Manage Call Center Functions via Web Portal Descriptions: Company-Wide Features (cont’d)

46. Call CentersHow to Choose

47. Call Center Choices Hunt Groups - For Small/Mid Call Centers - Agent Extensions are assigned to group - Calls Hunt for Free Agent - Multiple Hunt Group options: - Pilot DN Entry or Random Entry - Priority, Sequential, Circular - Allows a Single Input Queue - Manual Call transfer, park, hold - No Supervisor Defined Basic Automatic Call Distribution - For Small/Mid Call Centers - Agents login/logout to SIP ACD group - Calls for active Agent - Single option: Longest Idle - Pilot DN Entry only - Agents may be called directly - Allows Multiple SIP ACD Groups - Softclient call transfer, park, hold - Agent and Admin Setting Screens Enterprise Contact Center • - Large Call Centers - Agents login/logout to ACD • - Allows Call Load Balancing - Agent Screens: • - Multiple Entry Points & IVR - Caller Info Screens - MIS integration • - Priority, Sequential, Circular - Screen based call transfer, park, hold • Multiple Queues and Pools - Advanced Supervisor Screens: • Skills-based Routing - Agent Stats, Call Timers, Metrics

48. Call / Contact Center Comparison

49. Hunt Groups

50. SIP Line Hunt Group Advantage: Agents and Administrators have web control of login and hunt parameters via Web Portal (Personal Agent). SIP Lines only. Hunt GroupSmall Team Solution