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    Call Center Feature List

    Full Suite of Call Center Tools.

    Powerful features that will help you manage your Call Center.

    Call Center Features List

    CALL CENTER

    • Smart Call Queue Routing
      • Round Robin (longest idle)
      • Ring All
      • Skills-Based Routing
      • Call Park
      • Forward if Unavailable
      • Forward if Unanswered
      • Call Back
      • SMS queuing
      • Linear Cascade
        • Agents to Ring initially
        • Agents to add after timeout
    • Call Queue Thresholds
      • Max Expected Wait Time
      • Max Queue Length
      • Queue Ring Timeout
      • Agent Ring Timeout
    • Call Center Agent Settings
      • Agent Status
      • Wrap Up Time
      • Max Simultaneous Calls
      • Queue Priority for Agent
      • Request Confirmation
      • Auto-Answer
    • General Call Queue Settings
      • Call Recording
      • Statistics
      • Message to Agent
      • Require Agents
      • Require Music on Hold (MOH)
      • Logout Agent on Missed Call
      • Intro Greetings
    • Call Center Stats-Home Page
      • Callers Waiting
      • Average Wait Time
      • Average Handling Time
      • Abandon Rate
      • Calls Answered
      • Call Volume
    • Call Center Reports (can be received via email)
      • Queue Statistics
      • Agent Statistics
      • Agent Availability
      • DNIS Statistics
    • Monitoring
      • Listen In (No ability to talk to either agent or caller)
      • Barge In (full two-way audio with Agent and Caller)
      • Whisper only (one-way audio with Agent only)

    MONITORING

    • Customizable Modular Wall Board (ViiBoards)
      • Call Center Reports (can be received via email)
      • Queue Statistics
      • Agent Statistics
      • Agent Availability
      • DNIS Statistics
    • Call Center Stats-Home Page
      • Callers Waiting
      • Average Wait Time
      • Average Handling Time
      • Abandon Rate
      • Calls Answered
      • Call Volume
    • Usage Stats
      • Calls
      • SMS
      • Current Month
      • Previous Month
    • Account Codes
    • Call History
    • Recording
      • Recording Email Notification
    • Server Management
    • SIP Trace
    • Domain Graphs & Statistics
      • Peak Active Calls
        • By Hour
        • By Day
        • By Minute
        • All Calls
        • Off-net Only
      • Call Volume
        • By Hour
        • By Day
        • All Calls
        • Off-net Only
      • Total Minutes
        • By hour
        • By Day
        • All Calls
        • Off-net Only
      • Users and Applications (per Domain)
        • # of Users
        • # of Devices
        • # of Auto-Attendants
        • # of Call Queues
        • # of Conferences
        • # of Phone Numbers
    • Trend Analysis
    • CDR Export via portal

    Still Not Sure If TelCloud Is Right for You?

    Contact us to arrange a live demo.

    Why Choose Inline Communications?

    We pay attention to details

    Our goal is to make the transition from your current service to our TelCloud hosted VoIP service as smooth as possible. Our team works hard to ensure all of the services you expect to see in your new platform are delivered precisely and on time.

    Expertise

    You can be rest assured that during our 25 years in business we have experienced almost every scenario of circumstances which has helped us to anticipate unexpected events and be properly prepared long before these happen to ensure a smooth transition.

    FREE Analysis

    Schedule your FREE telecommunications Cost Savings Analysis and demo to see how much money you can put back into your business.

    Work from Anywhere.

    Enjoy Seamless Communication with Telcloud!

    Your business must reside within our service area of South-West Ontario.