Toshiba IP EDGE Description page 9

Contents
Chapter 5 - Contact Center
Web Conferencing .............................................................................................................................. 50
Benefits ......................................................................................................................................... 50
Requirements ................................................................................................................................ 50
Interactions ................................................................................................................................... 50
Chapter 5 - Contact Center
Basic ACD Features ............................................................................................................................ 51
Advanced Call Routing ................................................................................................................ 51
Intelligent Announcements ........................................................................................................... 51
IVR Voice Assistant Open Database Connectivity (ODBC) Access ........................................... 51
Enhanced ACD Features ..................................................................................................................... 52
Agent Priority Routing ................................................................................................................. 52
Multiple Group Agent Login ........................................................................................................ 52
Skills-based Routing ..................................................................................................................... 52
Priority Queuing ........................................................................................................................... 52
Web-based Contact Center .................................................................................................................. 52
Web Callback ............................................................................................................................... 52
Chat Contact Center ...................................................................................................................... 52
Chapter 6 - Features
Account Codes .................................................................................................................................... 53
Active Directory Synchronization (AD sync) ..................................................................................... 53
Add-on Module (ADM) ...................................................................................................................... 53
Advisory Message ............................................................................................................................... 54
Alarm Notification .............................................................................................................................. 54
Alternate Answer Point ....................................................................................................................... 54
Automatic Busy Redial ....................................................................................................................... 54
Automatic Call Distribution (ACD) Server ........................................................................................ 54
Automatic Callback (ACB) ................................................................................................................. 54
Automatic Line Selection (ALS) ........................................................................................................ 55
Background Music (BGM) ................................................................................................................. 55
Call Completion .................................................................................................................................. 56
Call Forward ........................................................................................................................................ 56
Call History ......................................................................................................................................... 56
Call Manager ....................................................................................................................................... 57
Call Park .............................................................................................................................................. 57
Call Pickup .......................................................................................................................................... 58
Call Transfer ........................................................................................................................................ 58
Call Waiting ........................................................................................................................................ 59
Caller Identification ............................................................................................................................ 60
Class of Service ................................................................................................................................... 60
Conference Call ................................................................................................................................... 61
Conference on-Hold ..................................................................................................................... 62
Split | Join | Drop .......................................................................................................................... 62
Releasing Tandem SIP Trunk Connections .................................................................................. 62
Voice Mail Conference ................................................................................................................. 62
Credit Card Calling ............................................................................................................................. 62
Day/Night Mode .................................................................................................................................. 63
Dial Directory ...................................................................................................................................... 64
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IPedge General Description 04/13