|Features from A–Z||Description|
|ACD (Automatic Call Distribution)||ProfIVR includes its own ACD function with the possibility of flexible distribution of incoming calls to IVR numbers.|
|Agents||Unlimited number of agents or queues within the IVR menus. Agents can work with the COC operator solution (recommended) or alone with Cisco phones, Jabber, or Webex clients. In addition, the ProfACD Viewer with extensive display options is available in all clients, as a Gadget, and on tablets or smartphones.|
|Auto-Attendant||Extensive configuration options are available in ProfIVR and in interaction with the ProfACD module for call acceptance, announcement management, and call distribution.|
|Deployment||The ProfIVR 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 for selected ProfIVR queues or agents are available in the ProfACD reports for authorized people.|
|Global number plan (E.164 support)||E.164 numbers supported.|
|green-IT||Lowest resource requirements in the industry with the highest performance: 2 to 8 CPUs, 2 to 6 GB RAM, 80 GB HD, up to 960 parallel calls per image.|
|IVR (Interactive Voice Response)||ProfIVR is designed as a flexible multi-level IVR and supports an unlimited number of levels, agents, or queues. All menus are configurable with individual greetings and DTMF announcements as well as time control.|
|Operator solution for agents||The Callisto agent solution COC, for efficient call handling, is recommended to support the agents.|
|Provisioning||Manually or automatically from Cisco UCM through AXL or Microsoft AD, LDAP/OpenLDAP system, and CSV files. Web services (REST) supported.|
|Queues||In combination with the ProfACD module, an unlimited number of queues can be reached, configured, and displayed.|
|Reliability||Apart from the stability of the Callisto system as a whole, in case of ProfIVR failure, the agent can continue to handle the call with his phone or client as usual, as a ring call is typically configured on the PBX when Callisto service is not available.|
|Reporting||Detailed evaluations for queues or selected agents in ProfIVR are available in the ProfACD reports for authorized people.|
|Routing||During opening hours and absences, incoming calls can be routed to the individual IVR menus.|
|Scalability||Callisto ProfIVR supports an unlimited number of level selection, queues, and agents per Callisto instance and up to 960 parallel lines for calls to the IVR menus. In addition, independent ProfIVR instances can be set up on Callisto.|
|Security||fttps, SIPS, password and PIN security, appliance security, integrated firewall|
|Time control||The ProfIVR module has comprehensive time management to automate the processes in the IVR menus. There are no limits regarding time and process management during or outside business hours or during holidays or vacations.|
|Voice protocols and codecs|
ProfIVR supports the creation of flexible menu structures with an infinite number of entries and levels. All with individual greetings and DTMF announcements as well as time control.
ProfIVR module includes its own ACD function with the possibility of flexible distribution of incoming calls to IVR numbers.
Including Time Control
During weekday absences or holidays, separate announcements and individual routings can be set for each particular IVR menu.
During opening hours and absences, incoming calls can be routed to the individual IVR menus.