CINPHONY ACD offers real-time group and system status displays and 14 standard system reports-the most built-in
reports for any system this size.
CINPHONY ACD also allows silent monitoring and recording of calls for quality and training purposes, provides priority queuing for preferred customers, and many other advanced call handling features.
CINPHONY can route and prioritize calls based on the number your customer dialed. (Requires CINPHONY Optional Feature Pack)
Data Export: Export raw call data into other popular software applications such as Microsoft Word, Access, Excel, Quattro Pro for Windows, Dbase, Lotus 1-2-3, and many more! Use the data export feature to quickly create customized analysis for additional, easy-to-read management reports and informative presentations. (Requires CINPHONY Optional Feature Pack)
DID: Direct Inward Dialing is a feature offered by your local telephone company. DID enables you to dial an individual station without going through the attendant or receptionist.
PRELUDE and CINPHONY can route and prioritize calls based on the number your customer dialed. (Requires CINPHONY Optional Feature Pack)
Disconnect Supervision: The change in the transmission of a call when it goes from "off hook" to "on hook," i.e., the caller hangs up.
PRELUDE and CINPHONY use disconnect supervision to report on abandoned calls, i.e., when a caller hangs up before an agent becomes available.
Call Categorization: The Call Categorization feature is perhaps one of the most useful from a business manager's perspective. Using this feature, you can classify each call by the nature of the call. When an agent completes a call, a Category prompt appears on the Nortel Networks station set LCD Window. (This assumes that a category code is a required entry. By group, it can be required or optional.) The agent enters a code identifying what "type" of call it was. The codes are defined by the user when configuring the system. For example, you may designate 100 for new orders, 200
for re-orders, 300 for customer service, etc. (Requires Cinphony)
CLID: Incoming Calling Line Identification is offered by your local telephone company and provides you with the incoming caller's telephone number. CLID information appears on the LCD Window of the agent's Nortel Networks station set when the ACD call arrives.
DNIS: Dialed Number Identification Service is a feature of 800 and 900 lines that provides the number the caller dialed to reach your company. CINPHONY can route and prioritize calls based on the number your customer dialed.
(Requires CINPHONY Optional Feature Pack)