Telephony Features
Telephony Features – UCX software is loaded with 100+ user features that are included with the solution. These features range from basic to advanced.
| • Blacklists | • Busy-Lamp Field – Ringing | • Busy-Lamp Field – Non ringing |
| • Boss-Secretary Filtering | • Call Detail Records | • Call Forward Busy |
| • Call Forward No Answer | • Call Forward Unavailable | • Call Park Ringback |
| • Call Park | • Call Queuing | • Call Recording |
| • Call Park Retrieval | • Call Barge | • Call Screening |
| • Call Restrictions | • Call Log | • Hold |
| • Join Calls | • Mute | • Call Pickup – Directed |
| • Call Pickup – Group | • Call Timer | • Call Transfer – Blind |
| • Call Transfer – Attended | • Call Waiting | • Conference Calling |
| • Conference Chaining | • Contact Lists | • Custom announcements and recordings |
| • Custom Context – dial-based access controls | • FAX T.38 Pass-through | • Trunk Access restrictions (PIN control) |
| • Caller ID – outbound control | • Caller ID on Call Waiting | • Caller ID |
| • Call Flow Control | • Dial by Extension | • Dial by Name |
| • Distinctive Ringing | • Do Not Disturb | • Direct Inward System Access (DISA) |
| • Emergency Caller ID – per Extension | • Find Me/Follow Me | • Virtual FAX |
| • Fax Transmit and Receive | • FAX to email | • Integrated FAX Client |
| • Integrated FAX viewer | • FAX Reception – per extension | • 911 on-site notification |
| • Emergency 911 Priority Route Assignment | • Held Line Reminder | • Hotdesking |
| • Hotline | • Hunt Groups | • Virtual Extensions |
| • Guest mailboxes | • Transfer to Voicemail | • Ring Again |
| • Call Ignore | • Directories | • Inter-company Dialing Treatment |
| • Trunk Access restrictions (PIN control) | • Dial by Extension | • Dial by Name |
| • Distinctive Ringing | • Do Not Disturb | • Direct Inward System Access (DISA) |
| • Emergency Caller ID – per Extension | • Find Me/Follow Me | • Virtual FAX |
| • Integrated FAX viewer | • FAX to email | • Integrated FAX Client |
| • FAX Reception – per extension | • 911 on-site notification | • Emergency 911 Priority Route Assignment |
| • Held Line Reminder | • Integrated phonebook | • Listen-in |
| • Last Number Redial | • Last Call Identification | • Last Call Trace |
| • Message Waiting Indicator | • Multi-Language – Prompts (list languages) | • Multi-Language – Display (list languages) |
| • MADN (Multiple Appearance DN) Emulation | • Music On Hold | |
| • Music On Hold – Attended Transfer | • Night Service Bell | • On-Hook Dialing |
| • Paging to Overhead Devices (add others) | • PLAR (Private Line Automatic Ringdown) | • Prime Line Select |
| • Call Recording – on Demand (list others) | • Ringer Pitch Adjust | • Ringer Volume Adjust |
| • Remote Call Pickup | • Remote Office Support | • Roaming Extensions |
| • Route by Caller ID | • Selectable Ring Tones (list) | • Set-to-set paging |
| • Secondary dial tone | • Shared-line Appearances | • Silent and feature ring options |
| • Single Reach (internal/external) | • Speakerphone | • SIP (Session Initiation Protocol) |
| • Speed Dial – Corporate | • Speed Dial – Personal | • Streaming Media Access |
| • Talk Detection | • Three-way Calling | • Traditional PSTN trunk cards |
| • Transcoding | • Trunking | • Tone on hold |
| • Time and Date routing | • TAPI | • Text label support on IP phones |
| • ToD, DoW and date-based call blocking | • TCP/IP Management Interface | • User Authentication |
| • Unified dial-plan across multiple offices | • Unlimited voicemail | • VoIP Gateways |
| • Voice-over IP via SIP | • Voicemail Groups | • Voicemail Escalation |
| • Web Voicemail Interface | • Zone paging (8 zones) | • Listen-in (with whisper) |
System Features
System Features – UCX software supports over 2 dozen system specific features.
| • Custom timing and routing controls | • Channel usage reports | • Extensions overview report |
| • Optional billing rates table | • Graphical reports per ext., trunk, queue | • Summary reports per extension |
| • Missed calls report (filter, export) | • Detailed call reporting | • Remote Access Utility |
| • Remote Host Access | • Graphical Call History reporting | • Packet Capture Utility |
| • Event Viewer Utility | • Firewall Rules | • Customized System backup & restore |
| • Customizable System Dashboard | • System banner messages | • License management and control |
| • System update and package mgt utility | • User management and control utility | • Customized Group mgt and access control |
| • System Network Mgt and Control | • Numbering Plan report | • Customized Feature codes administration |
| • Unlimited IVR/Auto-attendant | • Customized Announcements | • Manage Direct Dial extensions access |
Voice Mail Features
Voice Mail Features – UCX software supports over 2 dozen voice mail specific features.
| • Access vmail from any phone | • Visual Message Indicator | • Custom Message Length max/min |
| • Custom Number of Messages | • Custom Minimum Password Length Allowed | • Greeting Only Mailboxes |
| • General mailboxes | • VMX Locator (0 out to operator, etc.) | • Multi-language support |
| • Voicemail Blast (group VM message) | • Custom Email Attachment Body | • Message Playback Controls |
| • Time zone offsets | • Per User Voicemail User Stats/Reports | • Voice mail to email notification |
| • Shared Mailboxes | • Adjustable message time-out | • Custom Email Attachment Body |
| • Delivery of receipt and read receipt confirmation | • Custom Play Envelope | • Directory Integration |
| • Private Message Capability | • Secure Message Capability | • Urgent Message Tagging |
| • Distribution Lists | • Multiple greeting capability | • Internal / External caller tagging |
| • Cascading notification capabilities | • Music On Hold | • Voicemail Call ID |
Conference Bridge Features
Conference Bridge Features – UCX software supports unlimited conference bridges and you have advanced and complete management control.
| • Selectively mute, dismiss | • Invite users | • Visual roll-call |
| • Caller ID, caller status | • User access code | • Admin access PIN |
| • Customized join message | • Leader wait option | • Talker optimization |
| • Announce user join/leave | • Music on hold | • Record Conference |
Call Center Queue Features
Call Center Queue Features – UCX software supports a powerful professional call center solution. There are close to 3 dozen queue features supported. NOTE – There is also a separate professional call center reporting application available that includes sophisticated real-time data and reporting.
| • Call Center Management | • Multi-site / virtual call center support | • GUI management interface |
| • Real-time stats | • Skills-based routing | • Unlimited call tree depths |
| • Multiple Business and Holiday Schedules | • Agent record on demand | • Live monitoring and call barge-in |
| • Agents Groups | • Agent Recorded Greetings | • Local and Remote Call Agents |
| • Agent call transfer | • Login and logout of agent groups | • Multiple agent group membership |
| • Capability for auto answer configuration | • Queue capacity control (thresholds) | • MOH or queue messaging for specific queues |
| • Historical and real-time reporting | • Quality Monitoring | • Queue priority setting (20 levels) |
| • Agent passwords/queue passwords | • Queue announce/wait-time announce | • Agent assignment in multiple queues |
| • Custom restriction of agent follow-me/call forward | • Custom agent ring strategy per queue | • Custom music/message on hold |
| • Queue join announcement | • Maximum wait times | • Automatic agent timeout/logout |
| • Skip busy agent | • Agent announce | • Agent wrap-up time |
| • Optional maximum callers per queue | • Optional position announce | • Optional hold-time announce |
Call Center Reporting Features
Call Center Reporting Features – UCX software supports advanced professional call center reporting that includes real-time data and historical reporting for complete management.
| • Queue Summary | • Agent Status – per queue | • Call Waiting Details |
| • Call Distribution Summary | • Call Distribution per queue | • Call Distribution per hour |
| • Call Distribution per day | • Call Distribution per week | • Call Distribution per month |
| • Call Distribution per day of week | • Call Distribution per call details | • Agent Summary Report |
| • Agent Availability | • Agent Session and Pause Durations | • Agent Dispositions |
| • Unanswered Call Summary Report | • Unanswered Call Abandon Rate | • Unanswered Call Disconnection Cause |
| • Unanswered Call per queue | • Unanswered Call details | • Answered Call Summary Report |
| • Answered Call per queue | • Answered Call per agent | • Answered Call by service level |
| • Answered Call Disconnection Cause | • Answered Call per call Details | • Answered Call transfers |