CC4Teams Contact Centre

√ Operator interface √ Operator status √ Call on-hold and retrieve √ Call park and retrieve √ Consulted (warm) transfer internal/external numbers √ Immediate (cold) transfer to internal/external numbers √ Waiting queue √ Quick transfer - search name -> press enter ->transfer complete √ Sign in/out of operator group √ Send originating call ID to the destination with a call transfer √ Ability to add entries in directory √ Ad hoc call (queue) recording √ Permanent call recording √ Call back message note template √ Create own address list (VIP) √ Pick a call from the waiting queue √ Send template message with call variables

√ Agent interface √ Additional DND statuses √ Additional busy statuses √ Immediate (cold) transfer internal/external numbers √ Consulted (warm) transfer to internal/external numbers √ Call history √ Selective call pick-up (cherry picking) √ Extended company directory and contact list √ Real time statistics dashboard √ Ability to join or leave a queue √ Click-To-Call – Q3/Q4 2021 Release √ Join multiple queues and or multiple media channels √ Automatic status update when call unanswered √ Variable wrap-up time per queue √ Wrap-up codes √ Information about caller √ Instant search in address book - for transfer √ Outbound dialing with number selection √ External tab(s) √ Waiting calls √ Pick a call from the waiting queue

√ Supervisor interface/ Client or Web interface √ Online supervisor with real time dashboard √ Includes an Agent Pro Licence √ Key performance indicators for real time reporting (service level, number of waiting calls, waiting times, abandoned calls) √ Historical reporting on handled and abandoned calls (reporting available in Excel and PDF) √ Real time and historical overview on waiting times per queue √ Monitor the waiting queue and active call list √ Monitor the agent status and timer √ Change the agent status √ Send automated alerts to active and inactive agents, in- and outside the contact centre (per e-mail) √ Wallboard display functions √ Report scheduler (available for all reports) √ Online reporting interface √ Active call options: listen-in, call whisper and call barge-in √ Ability to join and or leave a queue