Features¶
Category |
Description |
API |
Status |
Comment |
|---|---|---|---|---|
Routing/AutoAttendant |
Multiple DIDs pointed to single pilot extension (IVR extension on AS7) and recognize in Redirector |
? |
Done |
Is this supported by AS7? |
Routing/AutoAttendant |
Call routing from PSTN & internal call extenstion can be completed. All calls can be routed in the system (Workgroups and AA) |
Done |
The text describes FS feature, required CTI feature is DeflectCall, SingleStepTransfer & related events. |
|
Routing/AutoAttendant |
The Calls are passed to the AutoAttendant system (AA) based on the mapping of the entry number and the AutoAttendant script & pass through to a specific Workgroup depending on the Workgroup conditions defined in the appropriate AutoAttendant tree. |
Done |
The text describes FS feature, required CTI feature is DeflectCall, SingleStepTransfer & related events. |
|
Routing/AutoAttendant |
Ability to play voice prompt |
Done |
They support Play for IVR, but I do not see any event (namely “Stop” that indicates that playback ended), so It might be necessary to exactly put durations of messages into FS, which in fact is difficult to maintain correctly and render Play hardly usable; Workaround is that PlayMessageResponse is deleayed and sent after file is completely played back, but this probably blocks usages as music. |
|
Routing/AutoAttendant |
Ability to play music |
Done |
They support Play for IVR, but I do not see any event (namely “Stop” that indicates that playback ended), so It might be necessary to exactly put durations of messages into FS, which in fact is difficult to maintain correctly and render Play hardly usable. Workaround is that PlayMessageResponse is sent after file is completely played back, but it is not clear whether StopRequest can be sent with this period to cut the music. |
|
Routing/AutoAttendant |
Ability to collect DTMF (option 1 etc… ) |
Done |
DtmfDetectedEvents |
|
Routing/AutoAttendant |
Ability to perform a transfer |
Done |
SingleStepTransferCall, MakeCall+TransferCall |
|
Routing/AutoAttendant |
Automatic Dialing |
Partially |
It is not clear what result codes are available and what is a high cpacity endpoint used for dialing out. Impacts predictive dialing. |
|
Routing/AutoAttendant |
Ability to run AA script before distribution and call waiting |
Done |
The text describes FS feature, required CTI feature is DeflectCall and PlayMessage & DtmfDetectedEvents |
|
Routing/AutoAttendant |
Ability to start / end a recording |
Done |
The text describes FS feature, required CTI feature is DeflectCall and PlayMessage & DtmfDetectedEvents |
|
Routing/AutoAttendant |
Create call back in the AA script |
Done |
The text describes FS feature, required CTI feature is DeflectCall and PlayMessage & DtmfDetectedEvents |
|
Routing/AutoAttendant |
Ability to start / end a recording |
Development |
Ready in AS7 7.8.2 |
|
Routing/AutoAttendant |
Answering Machine detection |
X |
Missing |
Impacts predictive dialing. |
Distribution |
A Call can ring on one Agent at a time. There is configurable timeout / ring timeout to be able to pick up a call. |
Done |
The text describes FS feature, required CTI feature is AnswerCall |
|
Distribution |
When a Call is not answered by the agent, it is considered a “missed call” for this agent and the call is distributed to another available agent. |
Done |
The text describes FS feature, required CTI feature is DeflectCall |
|
Distribution |
If there is no other available agent, the call continues on to the Waiting queue phase for further distribution based on the routing rules. |
Done |
The text describes FS feature, required CTI feature is DeflectCall |
|
Call Waiting |
Waiting Queue scripts - During the Waiting Queue phase, at certain wait time intervals, advanced AutoAttendant (AA) scripts can be run, such as a Callback offer (combination of voice prompts + wait for DTMF input), DB lookup (custom DB Operations), API calls, etc. Once such a script is running, it is not interrupted when a suitable agent becomes available as the system is waiting for the script to finish. After the waiting queue script, the calls continues in the Waiting Queue. |
Done |
The text describes FS feature, required CTI feature is DeflectCall |
|
Call Handling |
Agent is able to answer the call in application |
Done |
The text describes FS feature, required CTI feature is AnswerCall |
|
Call Handling |
Agent is able to hang up the call in application |
Done |
The text describes FS feature, required CTI feature is ClearConnection |
|
Call Handling |
Agent is able to refuse a call in the application |
|||
Inbound Exit Transfer |
SST - system does not monitor the presence of the remote point, so the call is transferred without knowing whether it was successful or not. SST transfer can be done automatically from within an AutoAttendant script (Routing/AutoAttendant phase or Waiting Queue phase) or manually from the agent application (Active call phase) |
Done |
||
Inbound Exit Transfer |
Consultative transfer - the agent is first connected to the remote point and then confirms or cancels the actual transfer of the caller. Consultative transfer is manual and available only from the agent application (Active call phase). |
Done |
It looks like they don’t support Consult, but since they support Transfer, they probably use MakeCall/ClearConnection replacement instead od Consult/Reconnect/Alternate; Confirmed that MakeCall/ClearConnection is intended usage. |
|
Inbound caller ID |
Consultative transfer - the agent is first connected to the remote point and then confirms or cancels the actual transfer of the caller. Consultative transfer is manual and available only from the agent application (Active call phase). |
Done |
Transferred via CSTA communication and extracted in FS IVR in specific variable |
|
E911 |
Need e911 location capability |
Not applicable |
||
Workgroup transfers to a different Workgroup/agent |
Ability to perform a workgroup transfer (Agent, workgroup) |
Done |
The text describes FS feature, required CTI feature is SingleStepTransfer |
|
Hold |
Abiliity to put a caller on hold and retrieve caller. |
Done |
||
Hold |
Music on hold is played to the caller while being on hold |
Done |
||
Trust |
Trust level of the call is provided in the agent application. Three (3) possible values are displayed for the call: High trust (green), Normal trust (yellow), Low trust (red). If the Trust level could not be verified, “Unknown” value is displayed. |
X |
Development |
TustID needed |
Conference |
When users are already conferenced; each party has the ability to perform the following: Hang up from agents side, the other two parties are still talking, call with the conferenced side is ended and the agent continues in the original call , Hang up; ends the original call but the call with the conferenced side remains active. |
In testing |
Ready in AS7 7.8.2, FS later than 9/13/2022. Without ability of the agent to end individual legs of the call. When conference is left, remaining parties stay in the call. |
|
Survey FeedBack |
After the agent ends a call there can be a AA script started (Survey), the caller is prompted thru the AA script |
Done |
The text describes FS feature, required CTI feature is SingleStepTransfer, DeflectCall and PlayMessage & DtmfDetectedEvents. |
|
Out bound call Scheduling |
Need the ability to dial out of the system. |
Done |
MakeCall |
|
Out bound call Scheduling |
Callback automatically scheduled from the AutoAttendant |
Done |
The text describes FS feature, required CTI feature is DeflectCall and PlayMessage & DtmfDetectedEvents |
|
Out bound call Caller ID |
User separated caller ID for outbound call |
In testing |
Ready in AS7 7.8.2, FS later than 9/14/2022. |
|
Outbound Exit Transfer |
SST - system does not monitor the presence of the remote point, so the call is transferred without knowing whether it was successful or not. SST transfer can be done automatically from within an AutoAttendant script (Routing/AutoAttendant phase or Waiting Queue phase) or manually from the agent application (Active call phase) |
Done |
||
Outbound Exit Transfer |
Consultative transfer - the agent is first connected to the remote point and then confirms or cancels the actual transfer of the caller. Consultative transfer is manual and available only from the agent application (Active call phase). |
Done |
It looks like they don’t support Consult, but since they support Transfer, they probably use MakeCall/ClearConnection replacement instead od Consult/Reconnect/Alternate; Confirmed that MakeCall/ClearConnection is intended usage. |
|
Outbound Exit Transfer |
When cancelling transfer, original call stays in hold and new consultation can be performed. Then it can be again confirmed or cancelled. |
Done |
||
Outbound calling |
Enter DTMF for CTI |
X |
Partially |
I don’t see how to send DTMF (aka GenerateDigits) - impact on touchtone being dialled from FS, probably support only from phone… but not CTI controllable |
Outbound calling |
Predictive |
Missing |
||
Call Recording |
Ability to perform trunk recording; includes call recording from the beginning to the end of the call. This call recording includes: AutoAttendant announcements, or waiting queue phase; Internal communication among Agents, transferred calls outside the Omni-channel contact center system (exit transfers). if the Call is transferred to a different Agent using a metadata change (Workgroup transfer), recording continues in a new recording session. |
Done |
No info about call recording in AS7 |
|
Call Recording |
Ability to perform extendsion recording; includes call recording from the beginning to the end of the call. This call recording includes: AutoAttendant announcements, or waiting queue phase; Internal communication among Agents, transferred calls outside the Omni-channel contact center system (exit transfers). if the Call is transferred to a different Agent using a metadata change (Workgroup transfer), recording continues in a new recording session. |
Done |
No info about call recording in AS7 |
|
Call Recording |
The Call is recorded from the time of connection to the agent extension; the recording does not include the AutoAttendant announcements, nor the waiting queue phase; internal communication among Agents is not recorded; Transferred calls outside the Omni-channel contact center system (exit transfers) are not recorded; If the Call is transferred to a different Agent using a metadata change (Workgroup transfer), recording continues in a new recording session. |
Partially |
No info about call recording in AS7 |
|
Supervisor |
Ability to barge |
Done |
||
Supervisor |
Ability to coach |
Done |
||
Supervisor |
Ability to whisper |
Done |
||
End PointPresense |
Need the ability of end point presence |
Done |
Ready in AS7 7.8.2, FS later than 6/8/2022. By default this information gets published to PS every 300s, can be configured to shorter time on AS7 attributes. Issue: sw phone unregister not working consistently (401 challenge). Workaround is to set endpoint registration expiration on AS7 to 300s instead of 3600s. Can be configured on orgUnit basis for specific terminal types. |
|
Toggle |
When in consult, ability to swap between legs |
Development |
Toggle = Alternate = Broker call |