EZACD-8000 IP Contact Center

EZACD-8000 IP Contact Center Server

A cost effective, multi-tenant and full featured IP contact center solution.

EZACD-8000 IP Contact Center Solution added Multi-media contact center ACD capabilities to enable EZSIP-6000 SIP communication server or EZPBX-2000 IP-PBX to become a IP contact center solution. It provides telephone features, call queuing, call recording, skill based routing, free seating, screen popup, coach, conference, monitor ... etc agent features. Also EZACD-8000 provides all necessary management features such call detail log, status log, KPI, performance report and wall-board to make it quick time to customers.

EZACD-8000 support multi-tenant contact center and can be used to build a cloud based contact center for renting to different customers. Each rented company can have their own management, reporting, wallboard etc. Also Ezvoicetek provides the CTI agent/supervisor/wallboard desktop SDK and sample code which can be running under any browsers that supports HTML5 of any OS. The system integrator can also use the built-in agent/supervisor/wallboard desktop and easily integrate customer's back end system by using web service without any modifies of CTI part.

Highlights and Benefit

• Additional ACD Module of EZSIP-6000/EZPBX-2000

• Support Inbound/Outbound Contact Center

• Support Hitless HA Redundant

• Voice Logging Transcription, Sentiment and Summary Analysis

• Support Multi-tenant Contact Centers

• Support Center Based IVR Management

• Support Outbound Campaign Manager and Dialer

• Support SIP Soft-Phone, Webrtc Softphone, Hard-Phone or Mobile Phone

• Intelligent and Flexible ACD Routing

• Support ACD DN group hunting

• Support Center based Skill Hunting

• Support VIP/Black List HHandling

• Call Queuing and Center-wide Prompt

• Free Seating and Screen Popup/End of Call Popup URL

• Support Call & Text Chatting Transfer, Coach, Monitor and Conference

• Voice Call/Video Call/Text Chatting Recording

• Support Text Chatting and Multi-Media Service

• Support Virtual Queuing and Call Back

• Provides Performance Reports/Chart

• Provides KPI Analysis

• Support Multi-Media Service

• Support Agent Screen Capture and Viewing

• Provides Agent Desktop SDK (Support Linux, Windows, Mac, Pad etc.)

• Support Phone Login Agent

• Multi-Language Web Interface

• Optimized based on 64 bits Linux and IPV6 Ready

Product Specifications

System Requirements

• INTEL/AMD CPU Server (Intel® 64)

• RHEL 8/Rocky Linux 8

• MYSQL Database

• EZSIP-6000 or EZPBX-2000

Audio Codec

• G.711

• GSM (full rate)

• G.722

• G.729

Convergence Technologies

• SIP RFC 3261/2543

• RTP/RTCP Communication

• IPV4/IPV6 Dual Support

• Support SIP Soft-phone/Hard-phone/WebRTC Phone

• HTML5/Websocket

Multi-tenant Contact Center

• Support Center Manager, Supervisor, Agents & Wallboard

• Performance Report and Chart

• Provides KPI Analysis

• Queuing, Music on Hold, Ringing Music

• VIP/Black List

• Support up-to 500 Skills per Center

• Support Multiple layer XML based Wrap-up Code

• Programmable Skill, Agent State, Wrap-up Code

• ACD-DN, Agent Group Wall Board

• Daily Backup, Restore/Query

• Center Based IVR Management

• Center Based Alert and FAQ

• Customized Company Log, Product Name & Version

• Center Based Easy Web Contact for Call, Virtual Queuing, Chat etc.

ACD DN Routing

• Flexible and Rich Routing Policy

• Most Idle Routing

• Round-Robin Routing

• Full Skill Matching

• Best Effort Skill Matching

• Decreased Skill Request Count by Notice

• Least Occupied Routing

• Daily Average Longest Waiting

• Daily Total Longest Waiting

• Least (Average) Service Time

• Least (Average) Talk Time

• Least Answer Count

• Based on Agent Priority

• Intelligent Routing based on Service Level

• Intelligent Routing based on Queued Call

• VIP Agent Assignement and Priority Routing

• Black List Redirect Routing

• Supprt ACD DN Group Routing

• Lowest Queue Count

• Lowest Average Customer Waiting Time

• Lowest Occupancy

• Highest Total Idle Time

• Lowest Estimation Time

• Baed on DN Priority

• Supprt Center Based Skill Routing

• Full Skill Matching

• Best Effort Skill Matching

• Decreased Skill Request Count by Notice

• Support Multiple Skill

• Support Multiple CTI Attachment Data

• Support Multiple Agent Groups

• Up-to 3 Time Segments & Weekday for Queuing Action

• Overflow Handling

• Provide Call Back Integration

• Support Agent Answer Notice

• Support Agent Personal Greeting

• DN Based Screen Pop-up URL

• Support Multi-media, Video DN

• Support Announcement Playback

• Support moving between ACD DN

• Support Agent Assign and Fail Back to DND

• Support DN based Hold Tone Music

Queuing Processing

• Support Queuing Prompt & Music

• Support Repeatable Notice to Caller

• Support Waiting Order

• Support Estimated Waiting Time

• Allow to Transfer out

• Voice Mail

• Another DN

• IVR

• Virtual Queuing

• Time Reserved Call Back

• Support Wake up DN Priority

• Support Queue Management

• Before Transferring Announcement

• Support Dynamic Actions from IVR

• Support Conditional Action

Virtual Queuing and Call Back (optional)

• Virtual Queuing Call Back

• Preserve Customer Queue Position

• Time Reserved Call Back

• Predictive Dialing to Customer

• Support Caller ID or Input Call Back Tel

• Missed Call Auto Call Back

• Auto Answering Machine Detection

Multi-Media Service (optional)

• Support Email Message

• Support Voice/Web Messages

• Allow to Call Out or Integrated with Web Calling

• Low Priority Dispatch Policy

• Allow Voice Call Barge-in

• Video Call Agent

Voice Logging (optional)

• Integrated into Call Service Log

• WAV or MP3 Encoding (CBR/VBR)

• Separate Agent and Customer Sound Track

• Support Regular, Conference and Coach Voice Recording

• Support Recording on Demand

• Support AES Encryption

• Unique Call ID to be Referred

Video Logging (optional)

• Integrated into Call Service Log

• MP4 File Format

• Combined Customer and Agent Video

• Support Regular, Conference and Coach Video Recording

• Upto 1280*480 Output RResolution

Text Chatting Service (optional)

• HTML5 Browser Support

• Chatting Screen Popup

• Support Multiple Skills and CTI Data

• Support Chat Transfer

• Support Chat Monitor/Coach/Conference

• Text Chatting Recording

• Support Multiple Chatting Session (up-to 5)

• Allow Call Out When Chatting

• Support unexclusive Chatting Mode (allow Call Barge-in)

• Able to Chat with Last Handled Agent

• Support Emoji, Welcome Message and Script

• Full Text Search

Real Time Wallboard

• ACD-DN Wallboard

• Agent Group Wallboard

• Agent Wallboard

• Support Multi-tenant

System Capabilities

• Max Concurrent Agents Support: 512

• Max Concurrent Voice Logging: 512

• Hitless HA Redundant

Voice Logging Transcription (optional)

• Based on Azure AI Service

• Voice Logging Voice Transcription

• Voice/Chat Sentiment Analysis

• Voice/Chat Summaries Analysis

• Auto Scoring Based on Sentiment

• Full Text Search

IVR Integration

• CTI Attached Data

• Multiple Skill

• ACD Status Query

• Call Back Integration

• VIP/Black List Query

• Satisfaction Survey Score Update

• IVR Authentication

• Voice Message Integration

• Customer IVR Navigation View on ADT

Screen Recording Service (optional)

• Full Web based Without Any Installation

• Ready to Run with Built-in ADT

• Provides Websocket API with Source

• VP9/VP8 Encoded Recording Files

• Programmable Frame Rate/Resolution

• Optional Record Before Answer/ACW Time

• Supervisor See Agent Screen with Voice

• Support Video Only, Video+Audio File

Outbound Dialing Module (optional)

• Multi-tenant Campaign Management

• Contact/Dial List, Do not Call List

• Predictive/Progressive/Power Dialing

• Heuristic Power Dialing and Predictive Dialing

• Preview Dialing

• IVR/Agent/Number Test/Personal Agent Preview Campaign

• Call History Log and Report

• Start/Stop/Pause/Resume/Reset

• SOAP Integration API

• Support EZODS-8500 Dialer

EZODS-8500 Outbound Dialer (optional)

• Support Multiple Outbound Dialers

• Fully Integrated and Ready to Run

• Support Campaign Manager

• Auto Answering Machine Detection

• Max Calls Per Dialer: 1024

Performance Report/Chart

• Quarterly, Hourly, Daily Report

• Multi-tenant Performance Report

• Center Performance Report

• Agent Group Performance Report

• Agent Performance Report

• ACD-DN Performance Report

• Skill Performance Report

• System Statistic Report

• Schedule Report

• Outbound Dialing Report

• ACD DN Group Performance Report

• Trunk Performance Report

Key Performance Index (KPI)

• Accessibility KPI

• Overflow Calls

• Call Handled

• Abandoned Calls

• Queued Calls

• Reassigned Calls

• Speed of Service KPI

• Service Level

• Average Speed of Answer

• Longest Delay in Queue

• Agent Answer Speed

• Telephony Service Factor

• Delay Customer Answered Call Rate

• Contact Handling KPI

• Average Handling Time (AHT)

• Average ACW Time

• On-Hold Time

• Transferred Call

• First Contact Resolution

• Resource Utilization KPI

• Agent Occupancy

• Agent Waiting Time

• Call Distribution

History Report

• Call Service Detail Log Report

• Agent Status Detail Log Report

• System Alerting Report

• Backup Log Report

• Web Provisioning/Access Report

• Call Back Service Log

• MMS Service Log

Agent/Supervisor Desktop SDK

• Using HTML5 Websocket Standard Protocol

• Support Linux, Windows, IOS and Android Devices

• Support Free Seating

• Startup / State Change/Screen Popup URL

• Incoming/Outgoing Calls

• Answer/Hang-up

• Mute/un-Mute

• Hold/un-Hold

• Consultant Call Transfer or Retrieve

• Conference, Coach, Monitor

• Support Whisper Talk

• Support Bulletin Board Publish and Notice

• Agent to Agent Chatting

• Support Customer Chatting Service

• Support VIP Waiting Notice

• ACD-DN Queued Count Change Notice

• Real Time Agent Status Query

• Real Time Performance Query

• ACD DN Query and Management

• Force Change Agent Status

• Moving Queued Call in between ACD DN

• Answer a Queued Call

• Agent Skill Enable or Disable

• Agent Answer Prompt

• Announcement Play During Talk

• Agent Call Back Notice

• Support Transfer to IVR or Back

• Customer Queuing Time Notice

• Support Agent Password Change

• Support WebRTC Agent Softphone

Management

• Support Multi-tenant Diagnostic

• Hitless Voice Prompt/Fax File Update

• Support Google Authenticator 2FA

• Agent Real Time Status

• Call Real Time Status

• Multi-Language Support

• Web Provisioning Access Log

• Easy Web GUI (HTTP/HTTPS)

• Real Time System Monitor &Tracing

• System Statistic Reports

• Scheduled Update Task

Screenshots

• Agent Desktop Main Page

• Real Time ACD DN Performance

• Supervisor Agent Monitor

• ACD DN Wallboard

• Agent Group Wall Board

• ACD-DN Queue Management

• Service Level KPI

• Agent Occupancy KPI

• ACD DN Service Time Chart

• Agent State Distribution Chart

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