ScopServ Call Center
Automatic Call Distribution (ACD) for inbound and outbound voice calls.
Highlights
- ScopTel ACD comes as a no additional cost – ACD is a standard feature inclusive to the IP PBX offering.
- ScopTel ACD includes a easy-to-use GUI for administrative configuration of queues and agents as well as all other ACD features.
- ScopTel ACD has the ability to integrate seamlessly into third-party applications to ensure that all your internal systems run smoothly. The optimal use of your applications to manage your business efficiently is our priority.
- ScopTel ACD includes an extensive reporting engine (ScopStats) that delivers an entire series of statistical data on the communication solution including CDR, ACD, FAX, IVR and Real-Time reporting options.
- ScopTel ACD comes with call logging or recording as a standard offering, allowing both line-side and extension-side recording with both permanent and on-demand recording options.
- ScopTel ACD has extremely advanced call-routing abilities. We offer extensive options to get your calls to the correct destination with escalations and failovers to ensure that calls do not get missed.
- ScopTel ACD comes with advanced skill-based routing to ensure your calls reach the right agent, best suited to receive the specific call.
- ScopServ Integrated Services has the knowledge and resources to integrate the ScopServ IP PBX solution with your internal systems. We offer this professional service at a great value for your investment.
The ScopServ Call Center Offer
ScopServ provides software and services that improve performance from the contact center to the enterprise. Our solutions enable our clients to consistently deliver legendary customer experiences by improving agent effectiveness, contact-centre and enterprise performance.
ScopStats and ScopSwitch software captures real-time and historical data from the ACD and creates reports that can be displayed on wallboards, desktops, dashboards, web-based reports, email and smartphones. It can also improve agent performance and increase call-centre awareness with real-time reporting for the agents.
ScopCloud IP PBX Modules
SCOPTEL
Our feature-rich telephony admin and graphical user interface.
SCOPSTATS
Our extensive IP PBX reporting with both live real-time and historic data.
SCOPCOMM
Our Unified Communication and collaboration user application with CTI.
SCOPDEV
Our full feature RESTful based API and AMQP event channel for 3rd party integrations.
SCOPSWITCH
Our virtual web-based phone environment control application.
ScopCloud Hosted PBX Features
- Application performance tuning
- License management
- Database Management
- Access Management
- Monitoring and Alerts Management
- Storage Management
- Update and Package Management
- Backup and Restore Management
- High Availability Management
- Status Dashboards
- Module Management
- Codec and Protocol Management
- API Management
- Language and Time Zone
- Telephony Alerts Management
- Feature Code Management
- Logging, CDR and Recording Management
- SIP Security
- Multi-Tenant Management
- Class of Service Management
- Schedular and Holidays
- Extension configuration and routing
- Extension Mass Operation Wizard
- Extension and Pickup Groups
- Speed Dial and Directory
- Access Control Lists (ACL)
- Incoming Lines and routing
- Outgoing Lines and routing
- Banned Prefix and Black / White Lists
- Ringing Services
- Interface Configuration (SIP, IAX, MGCP, SCCP, T.38, Digital, Analog, H323)
- Auto Attendant and Interactive Voice Response (IVR)
- Multi-party Conferencing Rooms
- Custom Dial Scripts
- Scheduled Tasks
- Music On Hold Management
- Voice and IVR Prompt Management
- Dial out/in PIN management
- External Data base lookup (MySQL, MSSQL, LDAP, Text File)
- Call Queues
- Agent Authentication
- Agent Groups
- Agent Web Portal
- Ring Strategy
- ACD Announcements (Entry, Periodic, Agent, Caller/Callee)
- Multi-Level Distribution
- Failback / Overflow Routing
- Queue weight
- Queue SLA
- Join / Leave Settings
- Min / Max Threshold Settings
- Feature Code Actions
- Queue Call Recording
- Wrap-up Settings
- Auto-Pause
- Auto-Answer
- Auto-Logout
- Access Control Lists (ACL)
- Threshold Alarms an Alerts
- Billing Code Assignments
- Skills Based Routing
- ACD Callback
- Tag / Pause Codes
- Account codes
- Price Lists
- Providers
- Rates
- Call Types
- Currencies
- Time Schedules
- Credit Alerts and deactivation
- Server Performance Dashboard
- Live Hardware Information (RAM, Disk, CPU. Temp, Fans, Voltage, NIC)
- Live OS information (Process, Application. Services)
- System Service Status with stop, start and restart
- System and access logs and audits
- Network Management
- Firewall Management
- Quality of Service Management
- VPN and Radius Management
- Virtual Fax Termination (T.38)
- Fax routing by direct number
- Fax to Email
- Email to Fax
- Yealink
- Snom
- Polycom
- Cisco
- Aastra
- Grandstream
- AudioCodes
- Alcatel
- CyberData
- CouterPath
- Hitachi
- LG-Erricson
- Panasonic
- Linksys / Sipura
- Tiptel
- Uniden
- Vtech
- Flying Voice
- Custom
- XML, HTTP, TFTP
- Firmware Update Management
- Security banned list clean up
- Log file clean up
- Reset to factory
- Remote support activation
- Database management, check and clean up
- PHP, SQL, Unix Shells
- Firewall rule overview
- Network Analyzer
- SIP Trace
- PCAP Capture
- System configuration overview
- Configuration snapshot, compare and rollback
- Mass phone reboot
- Voicemail management and cleanup
- LDAP Tester
- SIP ALG Detector
- Import / Export CSV Data
- File Manager (MOH, IVR, Provisioning, Logs)
- Address Book creation and import / export
- Full system configuration wizard
- Summary
- Incoming
- Outgoing
- Internal
- Distribution (date, hour, weekday, month, year)
- Source / Destination
- Tag Code
- Hangup Cause
- Concurrency
- Billing
- Detailed
The Difference Between a Call Center and Contact Center
In the 1960s, the invention of automatic call distribution (ACD) systems made hiring and training customer service reps to handle incoming phone calls at volume cost-effective for the first time. This innovation—made possible through machines that route inbound calls to multiple agents based on their availability or expertise—was called a “call center.”
Gartner defines a contact center as a team (or group of teams) that interacts with customers across a range of channels, including phone calls, SMS, email, live chat, and social media.Call center agents offer support or sales only over the phone. If your agents handle requests and make contact with users or customers through any other channel(s), you’re running a contact center.