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Multicall IVR
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MultiCall Agent is a small footprint desktop telephony client that gives your call center agents the power to manage calls
through an easy-to-use and fully-configurable GUI-based user interface.
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With MultiCall Agent your agents have access to the features and functions of your PBX and MultiCall applications, including:
- Login/logout/break/wrap
- Answer/Hung-up/hold/retrieve
- Call conference/supervisor assistance - with matching screen pop
- Transfer call to available agents /experts - with matching screen pop
- Dial out/call-back
- Voice pop [on-demand voice response]
- Call log [on-demand call recording]
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MultiCall Agent empowers the agent to handle the call the way they feel best serves the caller’s needs.
For example, after answering the call, the agent might feel he needs the expertise of an in-house specialist.
Before transferring he call, he might open his personal information manager and record what information he was
able to provide the customer before he transferred the call. The screen pop goes with the call so the specialist can
see the same customer profile that the agent saw.
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MultiCall Agent is a Windows-based client application working in a client/server environment with MultiCall Server.
MultiCall Agent works in conjunction with your client application to display information on an agent’s desktop.
This information, or screen pop, may contain identifying details about the calling party, such as name, account number or
other important information. MultiCall Agent enables the agent to manage the call, whether setting up a conference call with
other specialists in the company or transferring the call along with its caller information and supporting database screens -
to another agent or specialist. And because MultiCall Agent supports dynamic data exchange, or DDE, the agent can access any
Windows-based database, such as ACT, Access, and many others.
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- Windows NT/2000 operating system
- Mliti-threading architecture
- Support for standard APIs
- Open architecture
- TSAPI, CT-Connect, TAPI CTI links
- ODBC/SQL database access
- TCP/IP, RS-232 communications
- Integrated CTI and IVR
- Integrated voice processing menus for: digit collection
- Queue position announcements
- Built-in error checker
- Online help
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| Preconfigured call center applications are available from MultiCall, including: |
- Intelligent call routing for enhanced PBX/ACD routing
- Intelligent call distribution-to support the informal call center
- Intelligent outbound dialling/callback/call blending
- WebConnex for Web-initiated “call me” requests
- Wide area CTI for distributed call centers
- Fully featured interactive voice response unit
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| Back to MultiCall |
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Bar-Net Software Ltd. - 20 Ha-Carmel st., Ganei Tikva 5591620, Israel Tel: +972 (3) 6000 400 Fax: +972 (3) 6000 401 |
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