Features List

System

• Cloud Hosted, Onsite or Hybrid
• Voice, Video & Chat
• WebRTC, SIP, H323 and PSTN
• All Web Voice & Video Calls are included
• Interoperable standards based technology. Works with Cisco, Polycom, Lifesize, Avaya, Lync, and many more.
• Multi-Tenant and highly scalable

Access

• Agents, Admin & Supervisors connect through customizable secure web portals, no download required.
• Standards based so SOLVES is interoperable from most video endpoints in use today.
• Current US VRS Videophones can connect via phone number.
• WebRTC links can be added to webpages for no hassle, click to call.
• PSTN, inbound and outbound calling can be used simultaneously with video calls

Security

Queuing

• Unlimited Queues
• ACD (Automatic Call Distribution)
• Customizable Answer/Hold Video
• Longest Waiting, Fewest Answered, Prioritized
• Roll Over and Re-queue
• Agent Cross Queuing

Billing and Reporting

• System collection of all CDR
• Customizable and Flexible Billing
• Real Time Reporting
• Historical Reporting & Reports Generator

Routing

• Agent Acting as Switch Board Operator
• Skills Based Routing
• Visual IVR with Click to Call
• Communication Modality
• Language Mapping
• Automatic queue prefix

Conferencing

• Agent is able to conference up to 20 people via video or voice in a single session.
• Video Call Recording and Streaming
• Conference on a video Interpreter 
• Consultative and Direct Transfer

Agent Control

• Available, Un-Available, Break
• Transfer, Hold, Call Back options
• Rollover & Re-queuing
• Sharing of Pictures, & Videos
• Agent messaging
• Multi Conference up to 20 people audio and/or video
• Flashing Ring Indicator

Administration

• Admin Web Interface
• Unlimited Queues, Skills, & Users
• Add Music, Pictures, or Videos to Hold rooms, Menus, Messages, & Queues with one click
• Create multiple custom IVVRs
• Set multiple work & holiday hours in the same call flow
• Import users from .CSV
• Set time zones per queue
• Skills based call routing
• Visual Call Flow Creator
• Pre-Written Agent Scripts
• Creating of Agent Billboard to share daily information