Toshiba IP edge General Description Manual page 9

Contents
Chapter 5 - Contact Center
Remote SIP Phones ............................................................................................................................. 54
Benefits ......................................................................................................................................... 54
Requirements ................................................................................................................................ 54
Interactions ................................................................................................................................... 54
Toshiba's SIP Trunking I-VoIP Service ............................................................................................. 55
Benefits ......................................................................................................................................... 55
Requirements ................................................................................................................................ 55
Interactions ................................................................................................................................... 55
Web Conferencing .............................................................................................................................. 56
Benefits ......................................................................................................................................... 56
Requirements ................................................................................................................................ 56
Interactions ................................................................................................................................... 56
Chapter 5 - Contact Center
Basic ACD Features ............................................................................................................................ 57
Advanced Call Routing ................................................................................................................ 57
Intelligent Announcements ........................................................................................................... 57
IVR Voice Assistant Open Database Connectivity (ODBC) Access ........................................... 57
Enhanced ACD Features ..................................................................................................................... 57
Agent Priority Routing ................................................................................................................. 57
Multiple Group Agent Login ........................................................................................................ 58
Skills-based Routing ..................................................................................................................... 58
Priority Queuing ........................................................................................................................... 58
Web-based Contact Center .................................................................................................................. 58
Web Callback ............................................................................................................................... 58
Chat Contact Center ...................................................................................................................... 58
Chapter 6 - Features
Account Codes .................................................................................................................................... 59
Active Directory Sync ......................................................................................................................... 59
Add-on Module (ADM) ...................................................................................................................... 59
Advisory Message ............................................................................................................................... 60
Alarm Notification .............................................................................................................................. 60
Alternate Answer Point ....................................................................................................................... 60
Automatic Busy Redial ....................................................................................................................... 60
Automatic Call Distribution (ACD) Server ........................................................................................ 60
Automatic Callback (ACB) ................................................................................................................. 61
Automatic Line Selection (ALS) ........................................................................................................ 61
Background Music (BGM) ................................................................................................................. 61
Call Accounting .................................................................................................................................. 62
Call Completion .................................................................................................................................. 62
Call Forward ........................................................................................................................................ 62
Call History ......................................................................................................................................... 63
Call Manager ....................................................................................................................................... 63
Call Park .............................................................................................................................................. 63
Call Pickup .......................................................................................................................................... 64
Call Transfer ........................................................................................................................................ 64
Call Waiting ........................................................................................................................................ 65
Caller Identification ............................................................................................................................ 66
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IPedge General Description 03/16