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| CALLManager Pro and Standard v7.0 .....now includes ACD functionality. Some of the most commonly asked questions are as follows:
Q: Does your call accounting software offer ACD statistical information?
A: Yes, we offer ACD integration (whether or not it is full integration will depend on your switch and its capabilities...see below or contact your PBX vendor for clarification).
Q: Can I still have ACD stats even though I don’t have a third party tsp driver installed or if I don’t have a TAPI connection?
A: Yes, however, your information will not be live as the system will collect the information after the call is terminated. You will not have agent status icons appear (such as whether they are logged in, on a call, in wrap-up, etc). You will still be able to have ACD stat information but features will be limited.
Q: If I do have TAPI or a tsp driver, what options will I have?
A: You will have agent status icons (such as logged in/out, on break, in wrap-up, etc), calls in progress feature and will have real time ACD stats. If you have TAPI, other information (such as extension details) will be automatically populated in the software without the need for manual customization. Any time a change is made to the PBX Administrator program, the software will notify you via a pop-up message that there are pending changes. It will ask if you would like to override the current information or leave it as is. The permissions will be somewhat limited for security purposes.
Q: Does your call accounting software offer a tile view of agents and/or queues?
A: Yes, the call accounting software offers a tile view of all agents, specific agents, specific groups, queues and is based on what the user needs.
Q: Do you offer graphs of agents similar to the graphs of phone data on the Today page?
A: Yes, we offer graphs of agents, groups and queues (or a combination of the three).
Q: I would like to keep an eye on my agents without having to keep the call accounting software application open. Am I able to do this?
A: Yes, the call accounting software offers a ticker tape that allows a quick view of an agent, group and/or queues. It is customizable based on the user’s needs. (You may customize and view as many ticker tapes as you would like. Whether you want to view a single agent, a group of agents, groups, queues or a combination thereof is up to the user) The ticker tape scrolls across the computer screen so that the software application need not be running to use this feature.
Q: Do you offer ACD alarms?
A: Yes, we offer alarms for ACD items. The alarms may be visual (as in a flashing tile in red, for example) or audible whereas the alarm may be heard if the screen is not open to the appropriate page of the program. Users also have the option to use their own .wav file instead of one of the default choices.
If you have additional questions or need further information, please visit our Contact Us page. You may either call our office and speak to a sales associate or send us an e-mail.
Got questions, check out our Feature Comparison List of the three current CALLManager versions available.
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