CALL CENTER MADE EASY

The smart, professional ACD application for Cisco UCC solutions

The ACD with the Power of a Big Call Center

Expensive! Complex! Laborious!
Are these terms familiar to you in relation to call centers? Here is the alternative: the smart Callisto module ProfACD is a flexible, scalable, high-performance inbound call center solution to provide professional call center services for organizations in all market segments.
Cost-efficient! Easy! Simple!

Callisto ProfACD

Automatic call acceptance and distribution made easy with agent and queue management

  • Overview
  • Features
  • Services
  • References

Highlights

Simply Powerful

Everything a professional call center needs: Call answering with or without IVR, various call distribution algorithms, announcement management, supervisor functions, call and caller prioritization, time controls, alarms, reporting, and much more.

For Every Area

Whether for customer service, support hotline, multiple locations, or multiple companies in one organization: each area can configure its own queues or its own ProfACD instance. Independent, individual, simple, and flexible.

Clever Visualization

The ProfACD Viewer offers the best overview and application possibilities: Queue display, logging in/out of agents, agent status, performance display, call pickup, and much more.

Automated

The ProfACD automation offers individual time controls, alarms for a wide variety of events, or even overflows for various scenarios; everything is there to set up efficient call center processes.

Everything at a Glance

Indispensable for supervisors: an overview of all queues and agents, including their status, performance values of the call center, detailed evaluations, call monitoring and agent coaching, and much more.

Detailed Reporting

ProfACD reporting enables detailed evaluations for authorized people. It offers a wide range of selection criteria for evaluation and delivers the report in the form of figures or graphics, and it can be exported to an Excel file.

All Features in Detail

Features from A–Z Description
Access through Jabber Client ProfACD is available as a Gadget/HTML window and is displayed accordingly as a tab-integrated window.
Access through operator solution COC ProfACD is available as a Gadget/HTML window and is displayed accordingly in an HTML panel in COC as an integrated window.
Access through Smartphone ProfACD is available as a Gadget/HTML window and can be displayed accordingly as a web app. However, the functions are limited to visual information.
Access through web interface Access for authorized administrators for configuration or reporting. The client web interface is available for standalone use or to display the various clients (such as Jabber, Webex, COC, smartphones).
Access through Webex client ProfACD is available as a Gadget/HTML window and will be displayed as an HTML-integrated window accordingly.
ACD (Automatic Call Distribution) Extensive ACD configuration options such as announcements outside business hours or on holidays, automatic recognition of configured loops, configuration of direct queue numbers or definition of the queue for built-in, single-level IVR, and much more.
Agents Unlimited number of agents can be configured and displayed. The agents can work with the COC operator solution (recommended) or alone with Cisco phones, Jabber or Webex clients. In addition, the ProfACD Viewer with display options is available in all clients, as a Gadget and also on tablets or smartphones.
Auto-Attendant ProfACD provides extensive configuration options for call pickup, announcement management and call distribution. A single-stage IVR is already included. Multi-stage IVR’s can be configured conveniently with the ProfIVR module.
Call pickup from queue Any call in the queue can be answered via ProfACD Viewer using the pickup function, regardless of its position in the queue.
Clients Multiple ProfACD instances can be installed on the Callisto platform and used for different clients.
Deployment The ProfACD module can be optionally licensed and uploaded to the Callisto platform without service interruption. Delivered as an appliance image (OVA), the Callisto system can be installed on any virtual machine or physical server.
Evaluations Detailed evaluations are available in ProfACD Reports for authorized people. ProfACD Reports offer a wide variety of selection criteria for agents and/or queues for evaluation and delivers the report in the form of figures or graphics which can be exported to an Excel file. The reports can also be sent time controlled.
Global number plan (E.164 support) E.164 numbers supported.
green-IT Lowest resource requirements in the industry with highest performance: 2 to 8 CPUs, 2 to 6 GB RAM, 80 GB HD, up to max. 1’000 parallel calls per image.
High Availability Yes
Instances Multiple ProfACD instances can be installed on the Callisto platform and used for different clients.
IVR (Interactive Voice Response) A single-stage IVR is already included. Multi-level IVR’s can be configured conveniently with the ProfIVR module.
Monitoring and Coaching With the COC module, the supervisor has direct access to keys for monitoring and coaching his team.
Operator solution for agents The Callisto agent solution COC, for efficient call handling, is recommended to support the agents.
Pause Management The agent can set its status to pause or not ready in ProfACD, , which means that he will not receive any more calls during this time and his status will be taken into account accordingly in the reporting.
Provisioning Manually or automatically from Cisco UCM through AXL or Microsoft AD, LDAP/OpenLDAP system and CSV files. Web services (REST) supported.
Queue monitoring In ProfACD Viewer, call queues are clearly displayed in COC, Jabber, in Webex or Gadgets, or even on smartphones or tablets. Both agents and status, defined call center metrics, all calls in detail, as well as a pickup function per respective call are displayed.
Queues Unlimited number of queues can be configured and displayed. Multi-level announcements incl. waiting position or waiting time announcement, various call distribution algorithms, prioritization of the waiting loop and also VIP prioritization, overflow and alarm configuration, agent management, viewer configuration and much more.
Reliability Apart from the stability of the Callisto system as a whole, in case of ProfACD failure, the agent can continue to handle the call normally with his phone or with its client, as the ring call will be normally configured on the PBX when Callisto service is not available.
Reporting Detailed evaluations are available in ProfACD Reports for authorized people. ProfACD Reports offer a wide variety of selection criteria for agents and/or queues for evaluation and delivers the report in the form of figures or graphics which can be exported to an Excel file. The reports can also be sent time controlled.
Scalability Callisto ProfACD supports an unlimited number of queues and agents per Callisto instance and up to 960 parallel lines for the calls in the queues. In addition, independent ProfACD instances can be set up on Callisto.
Security fttps, SIPS, password and PIN security, appliance security, integrated firewall
Supervisor With the ProfACD Viewer, the supervisor is always informed about the processes in his group and in the entire call center. He can also manage his group without restrictions via the web GUI and the COC module provides him with buttons for monitoring and coaching his team.
Time control The ProfACD module has a comprehensive time management to automate the processes in the call center. there are no limits in time and process management outside business hours or during holidays.
VIP distribution Between 0-5 VIP stars can be assigned, for users and for entries of external persons in the PhoneBook module. Based on this, the position in a queue for VIP’s can be defined.
Voice protocols and codecs
Voice recording Using the VoiceRecording module, all calls in the call center can be fully or partially recorded. The COC module or the Gadget for VoiceRecording, which is available for all clients, also have their own buttons to control the Callisto VoiceRecording module.

We Support You in Every Situation

Sales Support

We support you in every step of the resale cycle. Depending on your Partner level, we will guide you through the sales process with your customer.

Installation and Configuration Support

We support you during the installation, configuration, and roll-out process, for on-prem, managed service, or cloud projects. A satisfied partner and customer is our daily goal.

Operation and Maintenance Support

In each phase of our product development process, we pay attention to the highest quality and stability. Our dedicated support team is immediately available according to defined SLA times if any incident still occurs. More…

Training

We train and support our partners and their customers to learn how to install, manage and use our Callisto products correctly. More…

Tailored Developments

Thanks to the unique Callisto “Open Applications Management” concept, partners and their customers have the opportunity to add customized and tailored applications to the system at any time during runtime with no service interruption. More…

Consulting

Our long-lasting expertise in UCC services and our comprehensive know-how in the industry leads CTModule to deliver the best-in-class consultancy for your projects. More…

You Can Expect Only the Best – Because Quality Matters

Compatible

The Callisto appliance solution has been successfully tested and certified with Cisco UCM V12.5. In addition to that, the Callisto platform is compatible with all popular Cisco PBX systems (UCM, UCME, BE6k/7k, HCS, Webex).

Preferred Solution Partner

CTModule has been working with Cisco Systems since 2004 and is now one of the selected manufacturers worldwide with the Cisco Preferred Solution Partner status.

Swiss Made Software

Since 2007, the “swiss made software” label stands for Swiss values such as quality, reliability and precision - especially in software development. CTModule is one of the first members of this quality label.

Callisto ProfACD – Your Best Choice

Powerful

The ProfACD module can be easily configured or expanded from a small call distribution system to a full-blown call center. Everything is there, everything is possible.

Flexible

The flexibility of ProfACD enables comprehensive configuration options, easy expandability with other modules, the option to add features, a wide range of applications, and more.

Cost-Efficient

ProfACD fulfills the enterprise needs of having an excellent Call center solution with loads of functionalities at an unbeatable price.

Smart and Personal Customer Reception

The customer telephone reception is the business card of a company. Dealing with customer interfaces shows that fast, personal and polite contact is essential and must be tailored to the company. This is why our ProfACD development team focuses on the flexibility and efficiency of the solution. The company should have a personal touch, the customer should be served fast, friendly and goal-oriented, and here is how ProfACD can support you:

  • Callers are given preferential treatment based on their call number, prioritization of the queue, or their VIP status
  • Individual announcements and processes can be easily configured and adapted
  • Callers can be informed of their waiting time and position in the queue
  • Queues can be set up based on departments
  • Define overflows and alarms due to increased call volume
  • Monitor calls and coach agents during calls
  • The current call center status can be consulted at any time in the Viewer, and the detailed reporting can be consulted for the learning curve.

Call Distribution and Announcements for Every Need

ProfACD already has a single-level IVR (Interactive Voice Response system) built-in by default. This is sufficient in many cases but can easily be supplemented with the comprehensive, multi-level IVR Module: ProfIVR. From very simple to complex customer routing systems can be created to connect every customer with the right contact person via telephone. Each company can configure its call distribution algorithm individually.

The personal announcements can be played in each IVR level or individual waiting queue. Every individual waiting queue also has a variety of options for informing, entertaining, and guiding callers. Following are some examples:

  • General greeting announcement
  • Configurable announcement sequences for waiting customers
  • Configurable playback time of the announcement
  • Any music on hold and announcements can be added and changed
  • Time controlled announcements for outside working hours or holidays
  • Definable time for overflow or announcement with caller-selectable forwarding to voicemail

 


Extensive Queue Management for Happy Customers

The ProfACD module provides various configuration options apart from the comprehensive announcement and music-on-hold management, the prioritization of queues and callers, or the option for different call distribution algorithms. Some of these are:

  • Post-processing time
  • Automatic loop configuration detection
  • Automated agent log out after a defined number of missed calls
  • Set corresponding timeouts and forwarding or alerting when all agents are logged out and when all agents are busy
  • General timeout for a queue with the option for an overflow or forwarding to voicemail, if confirmed by the caller
  • Various alarms and overflows like, e.g., max. number of waiting callers, max. calls over a defined time, min. number of available agents, and much more.

Customers – The Agent’s Focus

Agents should be able to concentrate on what is most important: the customer. That’s why ProfACD makes agents’ lives much easier. Let’s see how:

  • Agents can log in/out of all assigned queues or individual queues directly with any Cisco phone or through ProfACD viewer using COC, Jabber, Webex, Gadgets, or any other phone with IVR.
  • After a call, agents have time to review (according to configuration) the call and prepare for a new call
  • Each agent can click pause or not ready whenever needed
  • On the XML-enabled Cisco phone or via ProfACD viewer through COC, Jabber, Webex, or Gadgets, agents can always see the status, performance data, or traffic volume in their queues
  • The Callisto COC agent solution increases the agent efficiency significantly through intuitive operation and clear presentation
  • Thanks to the automation options of ProfACD and the integration possibilities of COC with CRM/ERP systems, the processes for agents can be significantly simplified.

Learn from History

Not only the live data in a call center is essential, the history is also elementary and interesting for planning and control. That is why the ProfACD module provides extensive reporting for detailed evaluations. The authorized people can take advantage of the following:

  • Detailed overview of a customer’s entire call, incl. call sequence, time/duration, abort and forward reasons, queue selected in IVR, agents involved, etc.
  • Evaluations from the agent’s point of view, incl. number of calls, different times, and timeouts
  • Queue evaluation, incl. number of calls, call abandonment, and different times
  • Agent login/out evaluation per agent and queue
  • Evaluations can always be filtered by queue, agent, or time period
  • Non-ACD calls can be filtered by: without inbound, with inbound, with outbound or both
  • Evaluations are available as data or as graphics or for export to MS Excel
  • Privileges can be set per user in such a way that the data can only be viewed for defined evaluations, according to the 4-eyes principle

Timing is Crucial

Doing the right thing at the right time: with ProfACD Time Management, many processes can be automated very easily, so that calling customers always receive the right information promptly. Possible settings:

  • Non-availability times per weekday with time period and corresponding announcements, any forwarding or forwarding to VoiceMail
  • Holiday or vacation times with time period, one-time or yearly, and corresponding announcements, any forwarding or forwarding to VoiceMail
  • Various configurable timeouts with subsequent action to accelerate and optimize the call process
  • Post-processing time for agents and much more

Overview for the Supervisor

Team leaders or supervisors in a call center must always have an overview of what is happening in their team and be able to (re-)act correctly in each situation. ProfACD provides various functionalities for this purpose:

  • Configurable ProfACD viewer with a complete overview of all activities and agents in the call center
  • Easy agent administration
  • Receipt and evaluation of alarm messages
  • Extensive reporting
  • Monitoring and coaching function for training and quality control (with COC module), and much more

Technology That Inspires

  • Architecture
  • Requirements
  • Compatibility

Callisto Architecture – The New Simplicity

The Callisto platform provides the following features (without Modules and Applications):

  • all interfaces to the Cisco telephony infrastructure, provisioning (e.g., Kurmi), and 3rd party systems (e.g. (S)PMS, CRM, alarm systems, etc.)
  • Base infrastructure for import, configuration, and administration of modules, collections, and applications
  • Platform management for security, back-up/restore, update/upgrade process, licensing, log and troubleshooting capabilities
  • Dashboard and reporting
  • Single Sign-On (SSO) support
  • User and administrator management, rights management.

After licensing, modules, collections, or customized applications can be uploaded to the Callisto platform and configured in a simple and flexible way.
Callisto, with its available modules and applications, supports the following end devices and clients (depending on the use case):

  • Callisto web and telephone interface
  • Cisco endpoints (XML-enabled with push message support)
  • Cisco Jabber client with Callisto Gadgets (tabs)
  • Cisco Webex App
  • PC with Callisto operator solution and Callisto Gadgets
  • SmartPhones (iOS/Android) with Callisto Gadgets and native applications
  • Tablets (iOS/Android) with Callisto Gadgets and native applications
  • Legacy phones, DECT phones, WLAN phones according to manuals.

The Cisco PBX infrastructure (BExk, UCM, HCS) is connected to the Callisto platform via SIP trunk, AXL, and JTAPI (for COC switch solution) or SFTP (for CDRs).
Further Callisto interfaces are:

  • SIP, Secure SIP (UDP, TCP, TLS)
  • RTP, SRTP, T.38/G.711 (Softfax)
  • Cisco AXL
  • IP Socket connection
  • HTTP(S), (S)FTP
  • (S)LDAP (authentication, phone book)
  • ESPA 4.4.4 / X (Alarming)
  • REST (provisioning)
  • Application interfaces for various services or applications

The Unified Presence Server (CUPS) can be integrated as an external presence source.

Minimal requirements and resource-saving for Green IT

The following requirements are needed for a proper use of the Callisto platform with the selected module(s):

Requirements Requisite/Description
Callisto Appliance (virtual Image, OVA)
  • One Callisto appliance for up to approx. 1000 parallel calls on the platform.
  • One platform is sufficient for an unlimited number of users and voicemail boxes
Virtual environment minimal: VMware ESX(i) 6.5
Callisto Appliance “Small”
  • up to 60 parallel calls
  • 2 GB RAM
  • 2 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Callisto Appliance “Medium”
  • up to 240 parallel calls
  • 4 GB RAM
  • 4 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Callisto Appliance “Large”
  • up to 240 parallel calls
  • 6 GB RAM
  • 8 CPUs (ca. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
  • max. 960 parallel calls per appliance
PBX (TVA/PBX) Cisco IP-PBX: CUCM, HCS, Webex (Unified CM), BExk, UCx00, UCME

Compatibility

The following products have been tested for interoperability with the Callisto platform.

Note: Various modules of the Callisto platform may also be compatible with other IP-PBX systems. Contact us if you have a specific project.

Manufacturer System Version
Cisco Systems Inc. Unified Communications Manager 7.x, 8.x, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Unified Communications Manager Business Edition 6000 8.6, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Unified Communications Manager Business Edition 7000 8.6, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Unified Communications Manager Express 7.x, 8.x, 9.x,10.x,11.x, 12.x, 14.x
Cisco Systems Inc. Hosted Collaboration Solution (HCS) 8.6, 9.x, 10.x, 11.x ,12.x, 14.x
Cisco Systems Inc. Cisco UCM Cloud
Cisco Systems Inc. Cisco Unified Presence Service (CUPS) 8.x, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Cisco Jabber 7.x, 8.x, 9.x, 10.x, 11.x, 12.x, 14.x
Cisco Systems Inc. Cisco Webex Client
Diverse Android for Smartphones and Tablets upon request
Apple Inc. IOS for Smartphones and Tablets upon request
CTModule AG COC Operator Console Windows 7.x, 8.x, 10.x, 11.x

Contact Us!

We are happy to assist you

Phone: +41 31 531 11 11
Email: sales@ctmodule.com