The basis is formed by the contact center software AgentOne® with the queue modul VoiceMan Basic. The universal queue modul is a high-end IVR system and is licensed in the basic package for announcement management. Simple extensions of this module with DTMF functions to high-end speech recognition are an important advantage of our solution.

AgentOne® controls the distribution of calls an multimedia events in an universal Queue. For callrouting we use the existing telecommunications infrastructure to reach the agent phone at the PBX.

AgentOne® is manufacturer-independent software and can therefore be used simultanly in heterogeneous environments with different PBX.

Change announcements and call flows may at any time - even during operation - done. VIP routing and skill-based routing is configured by default.

AgentOne® can multilink operation simultaneously multiple CTI links, also control of geographically distributed systems. Similarly, the queue modul are distributed in a wide area network

By default, our system supports the distribution of voice mail, callback, fax, e-mail, documents, social network events and chat at this time. Other events with special interfaces are possible. The configuration of the routing for these media is using the same interfaces and mechanisms like call distribution (universal queue).

By default, our system supports the distribution of voice mail, callback, fax, e-mail, documents, social network events and chat at this time. Other events with special interfaces are possible. The configuration of the routing for these media is using the same interfaces and mechanisms like call distribution (universal queue).

Office Facilities European Markets
Support Model Direct through third party or partner, Direct to customer
Support Coverage Hours 24x7 Standard business hours, with after hours pager support
TAC Hotline +49 6221 13788 0
TAC Support Alias null
TAC URL http://www.sikom.de

Compatibility

Version Verified Compatible Cisco Product Date Tested
5.2 Cisco Unified Communications - Enterprise
  • Cisco Unified Communications Manager 10.5
10/16/2014
Cisco_compatible
The Cisco Compatible logo is used to signify that the PARTNER product has undergone technical interoperability testing with the Cisco product specified. The interoperability testing is conducted by a third party laboratory based on testing criteria set forth by Cisco. PARTNER is solely responsible for the support and warranty of its product. Placement of the PARTNER product or information pertaining thereto, on the Cisco Marketplace website does not constitute an offer to sell the PARTNER product in any way. For further information on the PARTNER products, please visit the PARTNER company website.