| Agent Feature |
| Reader Board |
Agents can view the call status for all the agent groups to which they belong. Real-time call information is displayed on the agents' console. The information includes the number of calls in queue, the maximum wait time for a call and the total number of calls handled or abandoned since the time the agent logged in. |
| Softphone |
Using the agent console, an agent can enable the headset mode. This enables the agent to use a headset and perform all phone operations by using the console. Agents can answer calls, transfer calls, hang up and perform all other call-related functions using the interface. |
| Screen Popup |
Information about incoming calls, such as calling number and customer details, is displayed in a pop up. Each time a call rings at an agent extension, the popup is displayed on the agent's desktop. This enables agent to handle calls better and improves call service quality. |
| Instant Messaging |
Agents can communicate with other agents or supervisors using the built-in messenger. Agents can send a message to multiple recipients at the same time. |
| Call Management |
Agents can transfer calls to another agent, agent group or an IVR plan. They can also include an internal or external third-party in a conversation to create a 3-way conference call. They can also place calls on hold. |
| Call Recording |
Agents can record a call that is in progress. The recorded call is saved as a .wav file, which can be retrieved when required. |
| Remote Login |
Agents can login remotely from any geographic location. |
| Call Scheduling |
Agents can schedule calls for call back at a specific time.A pop-up with the customer information reminds agents of scheduled calls. |
| Call Wrap Up |
Even after hanging up a call, agents can enter information about the call for future reference. |
| Call Queue |
Agents can maintain individual call queues which include calls that are on hold for them - the queue can include calls that agents parked for themselves or calls that other agents parked for them. |
| Calls History |
Agents can view details of previous incoming and outgoing calls. |
Hosted PBX 
