OnviCall - Call Handling

Provide more services, handle larger call volumes and offer customized solutions with the OnviCall platform of integrated telephony, database, web and dispatch functionality. OnviCall is a true Automatic Call Distribution (ACD) soft switch incorporating state of the art telephony boards to ensure skill-based routing to operator stations or voicemail ports.

Scalable Platform with Comprehensive Functionality
OnviCall LDX and SBX telephony and dispatch functions reside within a central data server offering an affordable, single box solution for small to mid-size applications. The OnviCall MSX multi-server system services enterprises in need of 10 or more operator stations.

	MSX- Multiple servers for 10 or more agent stations plus voice mail ports and voice logger ports
	SBX - Rack-mounted, single server for up to 8 agent stations plus voice mail ports and voice logger ports
	LDX – Single tower for up to 4 agent stations plus voice mail ports and voice logger ports
	OnviCall System Specifications

OnviCall servers incorporate an integrated web browser, automated on-call scheduling, operator chat, recording, and a manger reader board to provide a comprehensive contact center solution.

Seamless Integration with Windows Environments
OnviCall products operate on a platform of Microsoft Windows-based servers and SQL database in a modular architecture that enables organizations to add capacity and integrate third party applications to fulfill the specific requirements of their call center.

Features:
Inbound Call Processing
OnviCall can route calls from multiple PRI's and T1's to agents or voice mail services. Drive overall performance and profitability higher with a top-to-bottom call flow that allows agents to answer the greatest number of calls in the shortest possible time

Outbound Call Processing
OnviCall communicates efficiently with the dispatch function to consistently deliver messages to recipient pagers, fax machines, and email addresses. Each dispatched message contains a history that includes the number of times a message was paged, which operators handled the message and when it was successfully delivered.

Dispatch
Messages or other information can be captured on the client's account screen and automatically or manually dispatched to pagers, fax machines, email addresses, cell phone, etc. Schedules can be set up to dispatch information at different times using different dispatch methods.

On-Call Scheduler
OnviCall's on-call scheduler automatically rotates the on-call person for each account page with the option of dispatching messages to them manually or setting up messages for automatic delivery. Schedules can be implemented for up to one year in advance.

Agent Functions
OnviCall gives agents the ability to handle all call types professionally and consistently while gathering desired information in a fully customizable message format that can be shared with clients.

Agents located at a remote site can log into the OnviCall server via a high speed Internet connection and establish a voice path by using a dial-up telephone connection or VoIP with OnviCall's remote dial-on-demand. Calls can then be routed in rotation without requiring a dedicated talk path.

Dedicated Speed Dial
Operator Chat
Echo/Reminders

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Administration:
OnviCall management functions enable managers and supervisors to define account groups, control agent access and monitor agent activities. The manager console is password protected so that only authorized users can manipulate agent and account settings.

For rapid activation of new accounts, OnviCall can clone and edit existing accounts and message formats. Skill ratings can be assigned to accounts so that calls are routed to operators based on their level of skill and experience. This unique functionality ensures that each account's calls are handled optimally.

Agent privileges can be assigned using OnviCall's manager console. By restricting access to calls of a predetermined skill level, call centers allow agents to build confidence and experience before servicing advanced accounts and accepting more responsibility. Privileges can be revised and expanded as needed.

Configurable message formats and page layouts allow for customized agent screens. For example, screens can be populated with an account's website within the page layout making information readily available to agents.

Wrap time management automatically reports the amount of additional time used to update an account. The total wrap time can be viewed for each page on the account level.

Strategic planning and decision-making can be based on the concrete data viewable from a single screen at manager stations. OnviCall's reader board displays agent, call, message, and dispatch counts in real time. Managers can easily monitor agent activity, track call handling and message and dispatch delivery.

Custom Message Formats
Custom Screen Layouts
Detailed Reports
Exportable Reporting Data
Event Scheduler