The call center offering of ESCAUX UCS is a fully featured inbound and outbound call center service that integrates well with existing ICT solutions. It is based on the ESCAUX UCS platform, which reduces the time to set up the call center, as it is already integrated with the ESCAUX telephony and unified communication services. Additionally, it offers full virtual call center capabilities, with integration of remote sites and agents at home. This data sheet lists the features of the ESCAUX UCS call center service.

Call routing / automatic call distribution (ACD)

Feature	Yes/no	Comment
DDI based routing
- caller DDI based routing
- called DDI based routing
Time based routing
- Time of day based routing
- Day of week based routing
- Date based routing
- Fixed holiday based routing
- Moving holiday based routing
Caller based routing		Depends on an existing caller database with a web XML interface, which is not provided by ESCAUX.
- Caller DDI based routing
- Caller priority based routing
- Caller language based routing
- Caller VIP / gold caller based routing
- Caller SLA based routing
- Other caller based routing
- Built-in caller database		Caller database with web XML interface must be provided by the customer.
IVR based routing
- IVR based routing
- Multi-level IVR based routing
- Unlimited number of IVRs ?		Amount of IVRs only limited by hard disk space.
- Unlimited number of IVR levels ?		Amount of IVR levels only limited by hard disk space.
- Audio prompts for IVR based routing
- Unlimited number of audio prompts ?		Amount of audio prompts only limited by hard disk space.
Load based routing
- Routing based on call center load
Database based routing		Depends on an existing database with a web XML interface, which is not provided by ESCAUX.
- Database based routing
Routing based on a combination of the above		No limitation on the combinations of the above.
Skill based routing
- Skill based routing
- Penalty based skill based routing
- Automatic compounding of penalties in skill based routing

Overflow mechanisms

Feature	Yes/no	Comment
Assistent fallback
Manager fallback
Supervisor fallback
Other person fallback		Fallback to any extension
Fallback to another queue
Fallback to another site
Fallback to voicemail
Fallback to unified communications
- Send SMS as fallback
- Send instant message as fallback
- Send e-mail as fallback
- Start call as fallback
Fallback to IVR		Principles as outlined in the previous section
Sequential fallback		Overflow to several mechanisms sequentially, without limitation on the choice of fallback mechanism
Fallback to any call routing / ACD mechanism		Principles as outlined in the previous section

Agent mechanisms during a call

Feature	Yes/no	Comment
Queue login/logout
- Standard queue login/logout
- Multiple queue simultaneous login/logout
- One-button queue login/logout
- One-button multiple queue simultaneous login/logout
- Link between queue login/logout and UC status
- Link between UC status and queue login/logout
Call processing
- Full call processing (blind transfer, attended transfer, conferences, ...)
- Full unified directory (multi-database, status, ...)
Manager/expert help
- On-hold and consult a colleague
- Consult using UC (chat, SMS, mail, ...)
- Listen-in		A third person can listen to the conversation but cannot talk.
- Mode souffleur		A third person can listen to the conversation and talk, but only the agent will hear him.
- Three-way conferencing		A third person can join the conversation to listen and talk.
- Barge-in		A third person can forcedly join the conversation to listen and talk.
- Call recording		The recorded file can be used as reference for managers/experts.
Unified communication
- E-mail
- Fax
- Call recording		Any call can be recorded at any time. Optionally, these calls can be archived.
- Chat		The agent can chat with colleagues, managers or experts during a call.
- SMS		The agent can receive and send SMS messages like chat messages.
- Fully blended multimedia contact center		Fax, mail, SMS etc are not handled in the same queues as calls.

Queuing & agent selection mechanisms

Feature	Yes/no	Comment
Call queuing
- Call queuing
- Multiple queues per call center
- Unlimited number of queues		Amount of queues only limited by hard disk space.
- Queue waiting music
- Different waiting music for every queue
- Periodic announcements
- Different announcements for every queue
- Position announcements
- Estimated hold time announcements
Agent selection
- Ring all agents' phones
- Ring phones in round robin
- Ring phones in round robin with memory
- Ring least recent agent's phone
- Ring phone of agent with least handled calls
- Ring random phone
- Selectable phone ringing time
- Selectable agent wrap-up time

Call center monitoring & reporting features

Feature	Yes/no	Comment
Call center monitoring features
- Realtime monitoring dashboard
- Realtime monitoring of multiple queues
- Realtime monitoring of number of calls (total, waiting, timed out)
- Realtime monitoring of number of agents (free, busy, logged in, paused)
- Realtime monitoring of caller times (talking, waiting, abandoned after)
- Realtime aggregation of monitored values (max, min, average, time-average, ...)
- Realtime alarms for monitored values
System monitoring features
- SNMP system monitoring
- Remote system monitoring
- System monitoring alarms
Reporting features
- Reporting of individual calls
- Reporting of individual agents
- Reporting of unified communications
- Reporting of intentional status
- Reporting of teams
- Reporting of individual queues
- Reporting of SLAs
- Reporting of global call center performance
- Reporting of virtual call centers
- Consolidated reporting of remote, local, inbound, outbound and all other aspects
- Scheduled reporting
- Reports delivered by e-mail

Outbound call center features

Feature	Yes/no	Comment
Agent selection features identical to inbound
Agent mechanisms during a call identical to inbound
Call list management
- Queueing numbers from call list
- Mixing outbound call queuing with inbound call queuing
- Integration with custom call list management software
- Integration with web based call list management software
- Built-in call list management

Call center setup features

Feature	Yes/no	Comment
Virtual call centers
- Integration of agents in different teams
- Integration of agents in locations
- Integration of agents at home
- Integrated reporting on virtual call center
Redundant call centers
- Redundant call center server
- Integrated reporting on redundant call center
Call center infrastructure
- Full IP call center
- Compatible with most network infrastructure
- Phone only call center
- PC only call center
- PC+phone call center
- Flexible desk policy for agents
- LDAP integration for agent database synchronisation
- LDAP integration for authentication
- Single management for call center, telephony, unified communication, ...

About Escaux

Founded in 2004, Escaux has become a worldwide reference in Unified Communications platforms for fixed line, mobile and military satellite operators. The Escaux Unified Communications Solutions are future proof and built on a modular technology with respect for open standards. The extremely powerful and patented Escaux technology enables operators, from within one Service Creation Environment, to address any possible market segment (SOHO, Small & Mid-Size Enterprises, Corporate) with any possible deployment architecture (on-site, hybrid cloud, pure cloud). Headquarters are based in Waver (Brussels), in the centre of Europe.