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Features of CTX 670
Call Answering Capabilities
• Attendant Console
User-friendly Windows interface and streamlined mouse/keyboard functions make high-volume
call answering faster, easier, and more efficient.
• Direct Inward Dialing (DID)
Routes incoming calls directly to specific stations without going through the answering
position.
• Multiple Directory Numbers
Station extension numbers can appear on multiple telephones and individual telephones can
have multiple station extension numbers, maximizing call coverage flexibility.
• Dialed Number Identification Service (DNIS)
Route incoming calls exactly where you want them to go according to the number dialed. LCD
display information identifies the type of call.
• Caller ID
Displays the caller’s name, telephone number, and customer profile from your database
(with CTI applications). Your employees will be fully prepared to handle calls with
maximum effectiveness and provide personalized customer service. Call history provides a
log of all incoming calls with the number, name (if provided by the telephone company),
time, and date. You won’t miss important call information even if you can’t
answer the call and the caller doesn’t leave a voice mail message. You can even use
speed dial to return calls from the call history list.
• Off-Hook Call Announce
Ensures that employees receive important telephone calls by enabling a station to speak to
another busy station user. Call announcements can go through the handset or the telephone
speaker.
Call Center Capabilities
• From automated call processing to specialized reports, Strata CTX670 provides all
the tools you need to effectively manage your call center. With its server-based Automatic
Call Distribution (ACD) features, the Strata CTX670 system lets you effectively allocate
inbound calls among your call-handling agents. Strata CTX670’s flexible ACD solutions
enable your employees to focus on performing productive tasks and providing excellent
customer service.
• Advanced Call Routing routes calls based on Caller ID, account numbers, private
lists, balanced call count, preferred agent treatment, agent priority, time-of-day,
day-of-week, day-of-year, and user entered data, providing maximum flexibility.
• Skills-based Routing sends calls to the most appropriate employees. Calls can be
routed to certain agents, based on the caller’s input and agent capabilities. Calls
can also be routed into different groups according to Dialed Number Identification Service
(DNIS), CO line, or Auto Attendant routing. With the capability of agents to log into
multiple groups, calls can be routed to different agents based upon skills needed for each
specific call.
• If all agents are busy, calls to an ACD group are queued to wait for the first
available agent in the group. While waiting, callers hear programmed announcements or
music, encouraging them to remain on hold. This gives you an opportunity to provide
valuable information to callers while they’re waiting.
• Priority Queuing enables higher-priority calls to be answered sooner than
low-priority calls. ACD calls can optionally be tagged with a priority number before they
are placed into the ACD group queue. The priority number assigned to the call determines
where the call is placed in queue.
• If there are multiple ACD Groups, each group can have a separate music source and
different announcements, providing the specific information you want callers to hear. When
the number of ACD calls waiting reaches a predetermined threshold, calls can overflow to
another ACD group or destination, ensuring that someone will assist callers even when no
one in the primary group is available.
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