Key Features - Aastra Clearspan Product Overview

Here are some of the key capabilities which make the Clearspan-based solution superior to an
alternative ACD platform.
Some of the key features and benefits:

Virtual call centers – A call center group can include any user, regardless of location.
Inbound calls can efficiently reach a broader set of agents, including agents at different
locations, home-based workers, and agents working from temporary locations.

On-demand service – Organizations can deploy the service in days instead of months,
since the only activity is to configure and activate the Call Center service for the enterprise.
There are no platforms to install and integrate.

Carrier-class availability – Because the same solution is also available to service
providers, Enterprises deploying the solution benefit from the additional resilience and fault
tolerance demanded by carriers compared to platforms traditionally targeted to the
enterprise market. With the proper configuration, if a physical site is unreachable due to
either power or transmission issues, inbound calls can be routed to alternate locations or
callers can receive an announcement, instead of a busy signal and unanswered calls.

Supports both small/simple and large/complex environments – The Clearspan Call
Center solution can be configured to support any environment, from the most simple
queuing to complex call centers, allowing even the smallest organization to obtain access
to features that were previously out of their reach.
Some of the key components of the Clearspan Call Center solution are the hosted web
applications that are used by agents and supervisors. The clients, referred to in this
document as the Clearspan Agent client and the Clearspan Supervisor client, are described
in the Clearspan Hosted Thin Call Center User Guide.
4.2.6.1

Key Features

The following are some of the key features provided by the Clearspan Call Center solution:

Inbound Interactive Voice Response – Callers can use an Automated Attendant to get
routed to the most appropriate set of agents, with different routing options for business
hours and non-business hours.

Automatic Call Distribution (ACD) – Intelligent call distribution selects an available agent
using a combination of the agent's line state, availability setting, and skill level, or a
combination of the agent's line state, availability setting, and a call distribution algorithm
(direct agent hunt, most idle hunt, simultaneous ringing, weighted distribution).

Queuing – Calls are queued when all the agents are busy, with the associated entrance
announcement, music, or video on hold, and periodic comfort messages played to the
caller while they wait.

Queued Call Prioritization – Calls in queue can be prioritized based on their time in the
queue and the dialed number (DNIS).

Customized Audio and Video Greetings and Announcements – Callers can receive
custom greetings and announcements based on the dialed number (DNIS) when they
reach a call center, when they are waiting in a queue, or when they are rerouted to
alternate locations.

Customized Whisper Announcements – Agents answering ACD calls can hear a
custom whisper announcement before being connected to the caller. This allows
customers to provide specific call instructions prior to the call based on the dialed number
(DNIS).
Clearspan® Product Overview R19
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
Aastra – 2740-007
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