Centile - Platform - IVRs and Services

	IVRs and Services SIP based VoIP Applications Platform

IVRs

Forwarding Rules Management		Redirects all incomings calls to a predefined destination (user mobile, home tel n°, voicemail).

Access Voicemail		Enables end-users to access their own voicemail from another phone by entering a password. If access to voice mail from external location, need to call the PSTN number

Voicemail		Enables callers to leave messages to a single or group of users when they are not answering their phones.

Conference bridge		Enables users to connect together N persons from an initial call. Need to conference ID.

Conference bridge password		Enables users to connect together N persons from an initial call. Need to conference ID and a password.

Custom IVR		Enables administrators to define his own IVR.

Announcement*		A greeting message is played asking the callee to call back later.

Recall last caller		Enables users to recall the last caller.

ACD services*		Distributes all incoming calls to ACD agents according to predefined rules. Incoming calls are put in a queue until the next available agent answers the call. From the web administration interface, ACD scenarios are activated for each user who needs to be defined as ACD agent. Moreover, ACD services need to be declared to specify the type of call distribution logic to apply for each group of ACD. - ACD Server: basic service - ACD Server Prio: prioritize one group amongst the others - ACD Simplified: basic service + music on hold - ACD with Number: inform callee where they are in the queue

Auto Attendant*		Enables enterprises to replace the receptionist by an automated answer service which will direct callers accordingly to the selected extensions or voicemail. From the web admin interface, administrators assign an extension number as well as PSTN (if required) enabling users to forward their incoming calls to the auto attendant service when needed. - Dial by extension - Dial by name - Voice mail to Corporate mailbox - Corporate directory - transfer to receptionist

Auto Answer/call queuing service		Puts in a queue the incoming call which cannot be answered instantly. Callee is to be redirected to the auto answer service and has to wait until the caller is able to pick up the phone.

Automatic callback on busy and no answer		Enables callee who could not reach hisdestination (caller busy or away) to be called back. This is set by a forwarding rule.

Group control management*		Enables administrators and users (if allowed) to manage hunt and ring groups.

Free seating/hot desking*		Enable users to log into other terminals and place/receive all calls as if they were at their office desk.

Boss/secretary filtering*		Enables users to be reached only by some specific persons internally and from the PSTN. All calls to their direct number will be automatically redirected when activated to their assistant/secretary.

Voice Clock		Give the current date and time.

Wake up*		Enables users to program a wake up time.

Access ACD		Distributes all incoming calls to ACD agents according to predefined rules. Incoming calls are put in a queue until the next available agent answers the call. From the web administration interface, ACD scenarios are activated for each user who needs to be defined as ACD agent. Moreover, ACD services need to be declared to specify the type of call distribution logic to apply for each group of ACD. ACD scenarios type: - ACD Server: basic service - ACD Server Prio: prioritize one group amongst the others - ACD Simplified: basic service + music on hold - ACD with Number: inform callee where they are in the queue


Services


ACD server*		ACD Server is an ACD scenario which specifies the type of call distribution logic applied to group of ACD agents. ACD Server enables incoming calls to be put in a queue until the next available agent answers the call.

ACD server Prio*		ACD Server Prio is an ACD scenario which specifies the type of call distribution logic applied to group of ACD agents. ACD Server Prio enables incoming calls to be put in a queue by priority e.g. preferred customers are placed in a specific queue and will be answered before the others.

ACD simplified*		ACD Simplified is an ACD scenario which specifies the type of call distribution logic applied to group of ACD agents. ACD Simplified enables incoming calls to be put in a queue until the next available agent answers the call. Music on hold is played.

ACD with numbers*		ACD With numbers is an ACD scenario which specifies the type of call distribution logic applied to group of ACD agents. ACD With numbers enables incoming calls to be put in a queue until the next available agent answers the call and informs callees where they are in the queue.

Record service*		Enables users to record their conversation by pressing a key from their phone.

Call screening		A voice recording prompts a caller to state his or her name before the call gets put through to callee. The callee has the options to answer the call, reject it or send it to his/her voicemail.

Automatic callback on busy and no answer		Enables callee who could not reach hisdestination (caller busy or away) to be called back. This is set by a forwarding rule.

Call reminder		Enables users to set up to 4 reminder calls from the phone using feature code. This feature acts as an alarm clock.

Free seating/hot desking*		Enables users to log onto other terminals and place/receive calls as if they were at their office desk. Phone dependant.

Wake up service*		Enables users to program a wake up time.

Three way party service		Package enabling users to have advanced features in order to manage 2 extra parties e.g. call waiting, call hold, call alternate, 3 way conference.