UltraVox for Featurenet and Centrex

Overview UltraVox for Centrex: Features UltraVox Equate ACD for Centrex: Features Centrex Call System Centrex services, such as BT Featurenet and Featureline give many benefits to organisations spread amongst a number of locations. Rather than having a private phone system at each location (PABX), each line from the telephone service provider acts as an extension off a centralised PABX. This means that an extension-to-extension call may be made to a colleague at an office that is at the other end of the country. Many Centrex suppliers offer Automatic Call Distribution (ACD) as an optional service. The service is typically offered on a 'cost per agent' basis and subject to limitations of features.

Storacall's UltraVox can be used alongside existing Centrex ACD, for example with the QueueCall module, to enhance the ACD with structured Queuing and IVR services. As an alternative, the Equate ACD for Centrex module provides a complete ACD system on one site or across sites, with no requirement for ACD from the Centrex provider.

Call Handling Across many Sites

Call Queuing and Distribution

The UltraVox QueueCall module can be used to queue calls to groups of Centrex extensions which may be in one location or distributed. Since the QueueCall supports multiple queues, the caller's choice may determine which group of extensions receive the call. More sophisticated choice mechanisms may be used to route calls according to account number or type of query. Uniform Call Distribution (UCD) will ensure that the calls are evenly spread across extensions within each group.

ACD Through Conferencing Connection

The Equate ACD module can cope with more sophisticated distribution and higher call volumes. Detailed tracking of agent activity and features such as selective call recording are possible using the UltraVox Equate ACD for Centrex in a conferencing mode. The UltraVox maintains a connection during each call which can be used to monitor call progress and record the call if needed.

Digital Connection

A digital link to the Featurenet or Centrex service ensures that the UltraVox has an immediate picture of agent activity. This is reflected in the information dispayed on the Equate Supervisor Consoles on each site. High volumes of calls can be distributed efficiently. A Wide Area Network/IntraNet is used to feed UltraVox consoles and wallboards at each site, giving a truly distributed ACD system.

Cross Site or Local Configuration

In multi-site ACD, each site can share the resources of the UltraVox as a stand alone call centre, or ACD groups may span multiple sites. In the local configuration, wallboards and consoles may display information relevant only to the local call centre, such as the number of calls in the queue and agents in the local group.

Where groups span sites, the agent availablility across the sites may be viewed and supervisors can balance loading depending on how many agents are available in each location. Multi Site Call Centres provide a useful back-up in case a major disaster causes one of the sites to close.

UltraVox for Centrex Key Features & Benefits:
	Calls targeted at appropriate departments
	Full range of UltraVox modules available
	Off site transfers and queuing
	Optional Uniform Call Distribution to extension groups
	Supports analogue and digital Centrex extensions
	Supports analogue and digital Centrex extensions

UltraVox Equate ACD for Centrex Key Features & Benefits:
	Any extension may be within an ACD group
	Local or cross site ACD Groups
	Agent activity may be viewed locally or across sites
	Optional skill based call routing and extension conversation recording
	Call load distribution
	Disaster fallback strategy

For further information, please contact Sales:
Tel: 01932 710710  |  Fax: 01932 710711  |  Email:
or use the Enquiry Form