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Working with a Key Voice System

Printed in the USA Page 15 GCA39-826 Rev 1, Issue 9/01

Avanced Features

ACD/Customer Service Box

Key Voice’s ACD/Customer Service box provides automatic call distribution for phone systems

that do not have hunting abilities. Individual mailboxes can log into or out of each

ACD/Customer Service group box. When a caller routes to the box, the system hunts for an

available extension in that department until it finds one that is not busy. The caller reaches a live

person quickly, after making only one selection. The ACD/Customer Service box can perform

uniform or top-down distribution to meet the call distribution needs of each department. Uniform

distribution keeps extensions equally busy; top-down distribution transfers calls to the same

extensions in the same order, keeping those at the top most busy. The system can also play up to

99 different queue announcements to a holding caller. Up to 50 agents can be included in each

ACD/customer service box group.

When the Key Voice system is integrated with certain Comdial phone systems, enhanced

customer service features are available. Enhanced features include:

• Real-time agent extension monitoring for the fastest possible transfers to idle agents

• Comdial telephone soft-key displays of queue statistics and login functions

• Detailed customer service reports that provides informative statistics on queue time and agent

activities

Account Number Box

By routing calls to an Account Number Box, you can have the system collect an account number

(or social security number, phone number, etc.) one time from callers, then tag that number to the

call. The system can then append the number to messages left by the caller, use the number in

IVR applications, use it during Question Box data entry sessions, and store it in the call log.

Hotel Application Features—Guest Mailboxes

The system can be set up to provide a limited menu of options to hotel guests who are provided

with mailboxes. Mailboxes set up to use the Hotel Guest Privileges option allow subscribers to

simply listen to messages and/or schedule wake-up calls. When connected to a

Property Management System or a PBX that offers that type of information, the system can

prepare a mailbox when a new guest checks into the room by resetting the password, deleting

previously-set wake-up calls, deleting stored messages, etc.

Interview/Question Capability/Order Entry

Key Voice systems have a unique Question Box that can be set up to ask callers a series of

questions. Answers are recorded electronically and stored for future processing or analysis. This

feature is particularly useful for services such as on-line job inquiries, surveys, or remote

reporting of job status, where responses to job-related questions can be recorded. The system also

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Comdial FX Series Spezifikationen Seite 150