Inbound Call Center Software

The Inbound Call Center (ICC) software is a complete software package for the Zultys Media Exchanges MX250 or MX 30 that handles incoming calls to a group of agents, distributes the calls based on specified rules, and queues them when agents are not available. The ICC then automatically distributes the calls to agents from the queue as they become available. The product functions as an advanced automatic call distributor (ACD). The Zultys Media Exchanges (the MX30 and the MX250) combine the functions of an IP PBX, PSTN gateway, Internet gateway, network server, and application server. The ICC application runs directly on the MX30 or MX250 and is enabled by software licenses.

Client software running on a PC provides agents and supervisors with real time information about the operation of the call center, screen pops, presence, instant messaging, and a soft phone. The same software allows supervisors to manipulate calls in the queue. A custom wallboard display can be configured to appear on the PC desktop or be projected onto the wall without specialized equipment.

Key Features:-

• Complete PBX functionality with integrated voice mail
• Up to 240 agents
• Floating licenses
• Queuing with music and announcements
• Indication of position and expected wait time in queue
• Queue exit options and overflow routing
• Fully custom wallboard
• Multiple groups
• Agents can log into multiple groups
• Multiple supervisors
• Silent monitoring and barge in
• Call recording (upon request by agent, full time, or initiated by supervisor)
• Callback processing
• Group mailbox
• Instant messaging, presence, and chat
• Detailed reports
• Real time statistics and monitoring
• Screen pops
• Flexible call handling rules
• Automatic agent log out
• Multiple languages and worldwide support
  

Inbound Call Center Data sheet (PDF)

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Version 5 IP PBX Software

Release Version 5.0 extends Unified Communications features to teleworkers and road-warriors, adds social networking-style communications through "MXIE Presence Notes™," boosts contact center productivity and efficiency, and makes it easier to maintain a company’s IP telephony network.

Zultys Release Version 5.0 eliminates the need for licenses for SIP Trunk Support in a continuous effort to simplify customers' access to the latest technologies, as well as:

Keeping in Touch with Your Mobile and Remote Workers

• Find Me, Follow Me: Advanced call handling features provided by MXIE, the Zultys personal Unified Communications client, extended to allow the IP-PBX system to locate a user at up to 16 different contact points including mobile and home phones. A user’s desk phone and mobile may be twinned to ring simultaneously. Calls may be easily switched from a mobile phone back to a desk phone.
• MXconnect™: Now you can make ANY phone number (e.g. your home or mobile phone) an extension of your office, allowing you to not only answer your ringing extension from anywhere, but also place a call on hold or even transfer the call back to an internal extension using our state-of-the-art MXIE™ CTI application. Allow anyone to work and connect from anywhere, including your inbound Contact Center agents.
• MXIE Presence Notes: Enterprise-wide Presence and Instant Messaging features of MXIE expanded to allow users to type a short note that provides additional status information that is displayed to all other users such as "back at 2pm," or "In training all day."

Improving Productivity for Contact Centers

• ScreenDial™: Allows you to dial from any desktop or web-based application. Simply select the phone number on the screen and press your choice of customized Hot Key (e.g. CTRL F12). Dial from CRM, Word, Excel or even web-based or hosted applications.
• Call Attached Data: Allows the Systems Administrator to define and construct a pop-up notepad or drop-down menu that is displayed upon making or receiving a call. A user on our system can add specific information (completely customizable), such as notes, wrap-up codes and account codes. This data will even be transferred with the call to other agents as the call is processed. When the call is completed, the call attached data is added to the call log and is easily retrievable for additional actions, reference and analysis.
• Call Recording from Any Phone: Record all calls, regardless of the type of phone – SIP, analog, or mobile phone, even calls that are transferred off system. Call recording is integrated into Zultys MX products. Call recordings may be managed via Visual Voice Mail, stored, forwarded, and archived.
• Call Detail Record Archiving: Store an unlimited number of call detail records in an external MySQL database facilitating long term historical reporting of call trends and staff utilization. The data may be reported by using the 38+ standard Zultys reports or via 3rd party tools such as Crystal Reports connecting via the industry standard ODBC connection.

Network and Phone Enhancements

• Session Border Controller and Port Mapping for improved security. Organizations may deploy the MX system behind the corporate firewall while allowing remote teleworkers and mobile employees to securely connect and operate as if they were in the office. The advanced Near-end and Far-end NAT Traversal feature set negates the need for the complex Virtual Private Network (VPN) connections that other systems require. This feature is included as standard and requires no additional equipment. It also provides added protection to an MXcluster™ implementation with near-end and far-end NAT traversal.
• ZIP 5-series SIP Phone Enhancements: ZIP-5 series SIP desktop phones may now directly access the corporate directory via XML browser. Management has been enhanced with additional settings to control back-light mode, missed calls indicator, hands-free mode and the ability to quickly re-order keys.
• ZIP 5-series Silent Monitoring: Supervisors may silently monitor contact center agents in real-time to for coaching and training purposes.
• Real Time SIP Call Monitor/Packet Capture: System administrators may quickly capture and review SIP messages sent to and from the MX system for troubleshooting and network monitoring.
  

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