Page Comparison

In the Voice Section and Admin Tools you find:

• Queues: where you can configure queues dedicated to voice interactions, which the Agents can belong to (routing mechanisms, teams management, and so on

  )Trunks: where you must configure the SIP connection between your phone system and a VOIP provider for inbound/outbound calls (you find this menu item under Admin Tools

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• Routes: where you define how to manage internal, inbound and outbound calls (contexts, applications, intervals, and so on)

• Time Intervals: is one of the Admin Tools that can be used to define the range of time an application can be executed

• Realtime: where you can monitor the status of agents, telephones and trunks and view realtime information about queues and outbound calls

• Voice Recordings: this section shows all the calls recorded and allows you to listen to their contents

• Voicemail

  Voicemails: in this section you can create application used by a caller to leave a voice message

• Chanspy: this feature enables Supervisors to listen to agents calls, as well as to whisper or barge into a conversation

  Voice Triggers: this is used to execute actions if the defined conditions are met (you find this menu item under Admin Tools)

• Out Prefixes: here you can define a list of service based prefixes in order to mark an outgoing call with it 
  

In Admin Tools you find useful features to manage voice channel:

• Trunks: where you must configure the SIP connection between your phone system and a VOIP provider for inbound/outbound calls

• Time Intervals: that can be used to define the range of time an application can be executed

• Voice Triggers: this is used to execute actions if the defined conditions are met