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IPitomy Products

IPitomy is All-Inclusive

IPitomy VoIP PBXs

IPitomy 1000 - Overview

IPitomy 1100 - Overview

IPitomy 1200 - Overview

IPitomy 2000 - Overview

IPitomy 5000 - Overview

PBX Full Feature Overview

IPitomy ACD

IPitomy DCM

IPitomy VoIP Phones

IPitomy Gateways & SIP DECT

IPitomy Glossary

VoIP Case Studies & Savings

 




IPitomy i550 VoIP Phone with VIP

 


IPitomy 1200 VoIP PBX

 

 

Emergency Notification System

Support Plans

Off-Site Auto Backup Service

 

CallXpress

Seneca

XpressCare

 

RightFAX Home Page

RightFAX Business Server

RightFAX Enterprise Server

 

Networking Products

Broadband DSL / T1

VoIP Phone Service

Custom Web Design


IPitomy Contact Center


IPitomy’s ACD leverages all the advantages of IP to maximize user productivity and ensure callers experience the ultimate in customer service … both of which translate into improved business performance and an optimal ROI.

Coupled with simple and intuitive administration and user interfaces, IPitomy’s ACD is flexible enough to support the sophisticated applications necessary for streamlined, efficient and cost effective call handling:

Virtual Call Centers
– utilize the best agents regardless of where they are at home or in different geographic or  branch office locations

Skills-Based Routing
– match the caller’s needs to the available agent best suited to handle the call

Multiple Queue Assignments – increase productivity and capacity by equipping agents with the information they need to effectively handle a variety of call types

Overflow & Load Balancing
– respond to fluctuations in call volume by automatically enlisting additional agents or groups when user-defined thresholds are breached

IP ADVANTAGES IN THE CALL CENTER

IPitomy’s IP PBX with ACD makes the most of all that an open-standards, IP-based platform has to offer, including full support of affordable SIP-based trunking as well as traditional PSTN services.  Among the benefits of implementing IPitomy’s IP PBX with ACD:


• Lower operating costs through

– Resource optimization

• Best agents regardless of location

• ‘Follow-the-sun’ coverage

• Centralized management

– Reduced network and toll costs

– No monthly fee associated with hosted/managed solutions


• Enhanced flexibility & scalability


• Simplified, easily accessible administration

– Browser-based

– Single integrated platform / solution


• Survivability 

IPitomy’s open-standards based solution offers protection against obsolescence and enterprise-grade features at a fraction of the cost.

 

IPitomy’s support for SIP trunking means your business can take full advantage of lower cost telecommunications services and increased bandwidth.

Features

Below is a list of all of IPitomy's Formal Call Center and ACD features compared to IPitomy's Standard Informal Ring Group Features.  The Standard features are avalailable on all IPitomy systems.  The Optional Formal Call Center/ACD features are available with the options ACD package.


IPitomy ACD Features List

 

Call Queues

Standard
Queues
ACD
Queues

 

Unlimited Call Queues

        

        Yes

  

   Yes

In Queue Call Routing

         No

   Yes

Route When a Queued Caller Presses  Any Digit

         No    Yes

Queue Caller Timeout

         No    Yes

Queue Member Circuit Limit

         No    Yes

Route When Max Queue Length Reached

         No    Yes

Route When No Members Logged In

         No    Yes

Custom Music on Hold Per Queue

         No    Yes

Invisible Queues

         No    Yes

Members Never Busy

         No    Yes

Announce Position in Queue

         No    Yes

Announce Estimated Hold Time

         No    Yes

Announcement Frequency Control

         No    Yes

Log-in Queue Members

         No    Yes

Permanent Queue Members

         No    Yes

Real Time Queue Status

         No    Yes

Historical Queue Logs

         No    Yes

Historical Queue Statistics

         No    Yes

Route When Queue Empty

         No    Yes

Acknowledge Call

        Yes    Yes

Queue Member Presence

        Yes    Yes

Ring Strategies:

        Yes    Yes

- Ring All

        Yes    Yes

- Round Robin

        Yes    Yes

- Fewest Calls

        Yes    Yes

- Least Recently Called

        Yes    Yes

- Random

        Yes    Yes

Queue Specific Music on Hold

        Yes    Yes

Unlimited Voice IVR Menus

        Yes    Yes

Upload Pre Recorded Prompts and Messages

        Yes    Yes

 

Agents

   

Agent Log In

         No    Yes

Agent Log Off

         No    Yes

Auto Log Off

         No    Yes

Agent Only Extensions

         No    Yes

One-touch Log in/Log off

         No    Yes

 

WEB Based Administration

   

Administrator Controls

        Yes    Yes

User Controls

        Yes    Yes

Program Phones Remotely

        Yes    Yes

Call Center Manager Control

        Yes    Yes

Operator Call Control

        Yes    Yes

Recording & Monitoring

   

Call Recording

        Yes    Yes

Recording Stored in Mailbox Folder

        Yes    Yes

Call Monitoring

        Yes    Yes

 

Logging & Reporting

   

Current Calls

        Yes    Yes

Call Logs

        Yes    Yes

Call Reporting

        Yes    Yes

Queue Status

         No    Yes

Queue Reports

         No    Yes

Custom Audio Recordings

   

Recording Voice Prompts

        Yes    Yes

Multple Languages

        Yes    Yes

Voice Prompts Yes

        Yes    Yes

 

Business Hours and Schedules

   

Day/Night Schedule

        Yes    Yes

Operator Can Force Day/Night Schedule

        Yes    Yes

Routable Schedules

        Yes    Yes

Schedules for Each DID

        Yes    Yes