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Administration One Net Business administration Setting up a call centre Call centre editions
Administration One Net Business administration Setting up a call centre Call centre editions Administration
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Call centre editions
What are editions?
Call centres come in two editions: the Call Centre Basic edition and the Call Centre Standard edition. Each edition has a different level of features included. Your organisation can have a mixture of editions, so that each person gets the edition they need for their role.
Overview of editions
The Call Centre Basic edition
Call Centre Basic is designed to support distribution of calls on a very simple level, for example, for a front-office employee. This edition is typically used as a queue for One Net Receptionist. Thanks to the on-hold music feature, you can play music or deliver informative messages to the callers. All incoming calls are automatically distributed to available agents.
Call Centre Basic is for agents only.
The Call Centre Standard edition
Call Centre Standard offers all the functionalities of Call Centre Basic and adds more advanced options. This edition offers flexible routing options to support common ways of distributing calls, for example, in call centres. Incoming calls are distributed automatically, based on the statuses of your agents.
With Call Centre Standard, supervisors can access One Net Call Centre to manage the agents.
Detailed features of call centre editions
Greetings and announcements 
|
Feature |
Basic |
Standard |
|---|---|---|
|
Entrance, on-hold music or video, comfort message |
|
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Audio and/or video support |
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Estimated wait time or location in queue |
|
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Call routing policies
|
Feature |
Basic |
Standard |
|---|---|---|
|
Call distribution algorithms (all policies) |
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Priority queueing |
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Overflow routing policies (size and time) |
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Bounced routing policies |
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Stranded routing policies |
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Reset wait time when entering queue |
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Agent availability management
|
Feature |
Basic |
Standard |
|---|---|---|
|
Join or leave queues |
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Set availability for calls |
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Set automatic wrap-up time after automatically distributed call |
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Choose unavailability codes |
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Call presentation
|
Feature |
Basic |
Standard |
|---|---|---|
|
Queue name |
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Caller name and/or number |
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Calls in queue |
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Call wait time |
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Longest waiting call time |
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Distinctive ring |
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Held call notification |
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Call handling
|
Feature |
Basic |
Standard |
|---|---|---|
|
Call transfer and conference calling |
|
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Automatically answer incoming calls |
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Escalate calls to supervisor |
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Emergency calls to supervisor |
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Enter calls (supervisors only) |
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Supported types of automatically distributed call
|
Feature |
Basic |
Standard |
|---|---|---|
|
Incoming |
|
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One Net Business applications
|
Feature |
Basic |
Standard |
|---|---|---|
|
One Net Receptionist |
|
|
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One Net Call Centre for supervisors |
|
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Capacity
|
Feature |
Basic |
Standard |
|---|---|---|
|
Maximum queued calls per queue |
25 |
50 |
Reporting
|
Feature |
Basic |
Standard |
|---|---|---|
|
Reports |
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