iTaaS

2. Application Packs

Attendant Services

A number of options, handsets and applications are available for the provision of Attendant Services. These include a handset-based Greeting Assistant, PC-based attendant console applications and soft phone clients.

Contact Centre Agent

The Contact Centre Agent application pack includes a collection of telephony features and embedded applications that provide intelligent and flexible call distribution, call profiling and skills-based routing. This application is available as an add-on to the Business or Executive User Pack. It is a fully integrated solution and is capable of expanding to 1,000 agents.

Contact Centre Supervisor

The Contact Centre Supervisor is an application pack that is integrated with the Contact Centre Agent function and is available as an additional option. This application allows the supervisor to manage the call centre environment. It includes a PC-based graphical interface that provides real-time management as well as statistical and performance reporting.

Unified Communictions

The Unified Communications application pack is a suite of advanced applications and real-time communication services that combine telephony, messaging, data and video streaming.

  • Messaging
  • Telephony and One Number Services
  • Collaboration
  • Application Sharing
  • Instant Messaging
  • Converged Conferencing

Voice Mail

For users who do not wish to use the Messaging option available in the Unified Communications Application Pack, a standard Voice Mail package is available. It enables callers to leave a message in a user’s voice mailbox when the user is busy or away. It includes a personal Automated Attendant feature that allows the automated answering of incoming calls when not available, by giving callers a list of choices, such as transfer to a pre-defined number or mailbox, transfer to a number specified by the caller.

Fax Client

Fax Client function is part of the Unified Communications Collaboration suite of applications,however it is also available as a separate application.

Music on Hold

By customising messages or music played to callers who are on hold, the Music on Hold feature allows you to enhance your customers’ calling experience. This application can be based on a number of music sources.

Management Portal

Recognising that all organisations are not the same, iTaaS is built with a range of management options via the Management Portal Application Pack. They can be ordered separately or as a complete package and are available via a single web-based client.

  • Alarms
  • Configuration
  • Accounting
  • Monitoring
  • Performance
  • VoIP Performance
  • Directory

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