| Inbound, Outbound and Blended call handling and Inbound Email handling |
| Outbound agent-controlled, broadcast and predictive dialing |
| Full USA, Canada and UK reegulatory compliance capability |
| Web-based agent and administrative interfaces |
| Ability to have agents operate remotely |
| Integrated call recording |
| Three-Way calling within the agent application |
| Scheduled Callbacks: Agent-Only and Anyone |
| Web-configurable IVRs and Voicemail boxes |
| Scalable to hundreds of seats |
| Ability to use standard Telco lines and VOIP trunks |
| Ability for an agent to call clients in succession from a database through a web-client |
| Ability to display a script for the agent to read with fields like name, address, etc. filled-in |
| Ability to set a campaign to auto-dial and send live calls to available agents |
| Ability to dial predictively in a campaign with an adaptive dialing algorithm |
| Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server |
| Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server |
| Ability to open a custom web page with user data from the call, per campaign |
| Ability to autodial campaigns to start with a simple IVR then direct to agent |
| Ability to broadcast dial to customers with a pre-recorded message |
| Ability to park the customer with custom music per campaign |
| Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available |
| Ability to set outbound CallerID per campaign or per list |
| Ability to take inbound calls gathering CallerID |
| Ability to function as an ACD for inbound and fronter/closer verification calls |
| Ability to have an agent take both inbound and outbound calls in one session(blended) |
| Ability to start and stop recording an agent’s calls at any time |
| Ability to automatically record all calls |
| Ability to manually or automatically call upto two other customer numbers for the same lead |
| Automatically dial unlimited alternate numbers per customer until you get an answer |
| Ability to schedule a callback with a customer as either any-agent or agent-specific |
| Ability in Manual dial mode to preview leads before dialing |
| Ability for agents to be logged in remotely anywhere with just a phone and a web browser |
| Faster hangup and dispositioning of calls with one key press (HotKeys) |
| Definable Agent Wrapup-time per campaign |
| Ability to add custom call dispositions per campaign |
| Ability to use custom database queries in campaign dialing |
| Recycling of specified status calls at a specified interval without resetting a list |
| Dialing with custom TimeZone restrictions including per state and per day-of-the-week |
| Dialing with Answering Machine Detection, also playing a message for AM calls |
| Multiple campaigns and lead-lists are possible |
| Option of a drop timer with safe-harbor message for FTC compliance |
| Variable drop call percentage when dialing predictively for FTC compliance |
| System-wide and per-campaign DNC lists that can optionally be activated per campaign |
| All calls are logged and statuses of calls are logged as well as agent time breakdowns |
| Load Balancing of call across multiple inbound or outbound Asterisk servers is possible |
| Agent phone login balancing and failover across multiple ViciDial servers |
| Several real-time and summary reports available |
| Real-time campaign display screens |
| 3rd party conferencing(with DTMF macros and number presets) |
| 3rd party blind call transfer |
| 3rd party conferencing with agent drop-off |
| Custom Music-On-Hold and agent alert sound for inbound calls |
| Estimated hold time, place in line, overflow queues and several other inbound-only features |
| Skills-based ranking and call routing per inbound group(queues) and campaign |
| Queue Prioritization per campaign and inbound group |
| Single agent call queueing |
| Ability to set user levels and permissions for certain features and campaigns |
| Ability for managers to listen-in on agent conversations |
| Ability for managers to enter conversations with agents and customers |
| Ability for managers to change the selected queues for an agent |
| Ability for agents to select a Pause Code when they are not active |
| Ability for agents to control volume levels and mute themselves |
| Ability for agents to view the statuses of other agents on the system |
| Ability for agents to view details for calls in queue that the agent is selected to take calls from |
| Ability for agents to select and click to take calls in queue from their agent screen |
| Agent shift enforcement by day and time, defined per user group |
| Full QueueMetrics-compatible call logging, inbound and outbound |
| Several Vtiger integration features: user-sync, account-sync, data interconnection |
| Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD) |
| Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen |
| Lead import web-based API |
| Web-based data export utilities |
| Separate Time-clock application to track user work time |
| Web-based administration |
| DID, phone and carrier trunk provisioning through the web interface |
