| System Features |
Company-Wide (Office/Site Manager) |
Lite |
Business |
Premium |
Call Center |
Call Center Supervisor |
| Visual AA Builder |
✔️ |
|
|
|
|
|
| Dial By Name Directory |
✔️ |
|
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|
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| Dial By Extension |
✔️ |
|
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| Intro Greetings |
✔️ |
|
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| Post Welcome Greeting |
✔️ |
|
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|
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| Multiple Language Support |
✔️ |
|
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| Unlimited Level |
✔️ |
|
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| Configurable AA Timeouts |
|
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| Call Pickup |
|
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|
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| Directed Call Pickup |
|
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Group Pickup |
|
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Site Pickup |
|
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Domain Pickup |
|
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Audio Conferencing (Dedicated Bridge) |
|
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| Leader Login |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Leader PIN |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Participant PIN |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Require Leader to Start |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Begin and End Times |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Max # of Participants |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Save Participants |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Announce Participants |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Arrive/Depart Tones |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
Reports |
✔️ |
|
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| Platform Integrations |
|
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|
| Screen Pop to Hundreds of Apps |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Deep integration with Hundreds of CRM's and ERPs |
|
|
|
✔️ |
Additional |
Additional |
| Full Rest API |
|
|
|
✔️ |
✔️ |
✔️ |
| Monitoring |
|
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| Listen In |
✔️ |
|
|
|
|
✔️ |
| Barge In |
✔️ |
|
|
|
|
✔️ |
| Whisper |
✔️ |
|
|
|
|
✔️ |
| Multicast Paging |
|
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|
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| Overhead Paging |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Device/Phone Based Paging |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Call Parking |
|
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|
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| Static call Parking |
|
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Parking on a Button |
|
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Parking in orbit (Dynamic Call Park) |
|
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Call Disposition and Notation |
|
|
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|
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| Notes |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Nested Reasons |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Transfers |
|
|
|
|
|
|
| Blind |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Attended |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Transfer to VM |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Text to Speech |
|
|
|
|
|
|
| Music on Hold |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Voicemail Greetings |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Auto-Attendants |
✔️ |
|
|
|
|
|
| Queue Announcements |
✔️ |
|
|
|
|
✔️ |
| Messages to Agents |
✔️ |
|
|
|
|
✔️ |
| Speech to Text (Speech Recognition) |
|
|
|
|
|
|
| Auto-Attendants |
✔️ |
|
|
|
|
|
| Intercom/auto answer |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Hot Desking |
|
|
✔️ |
✔️ |
✔️ |
✔️ |
| Call Recording |
|
|
|
|
|
|
| Always-On |
✔️ |
✔️* |
✔️ |
✔️ |
✔️ |
✔️ |
| Device Based Recording |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Mid-Call Recording/Redaction |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Call Recording File Remote Storage - AWS, Wasabi, SFTP, FTP |
✔️ |
|
|
|
|
|
| Domain-Wide Recording |
✔️ |
|
|
|
|
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| Time Frames/Schedules |
|
|
|
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|
|
| Personal |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Company-Wide |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| User Specific Features |
|
|
|
|
|
|
| Answering Rules |
|
|
|
|
|
|
| Ring Time Out |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| DND |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Call Screening |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Call Forwarding (Always, On Active, When Busy, Unanswered, Offline) |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Simultaneous Ring |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Sequential Ringing |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Answer Confirmation |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Conference (Personal Bridge) |
|
|
|
|
|
|
| Leader Login |
|
|
✔️ |
✔️ |
|
|
| Leader Pin |
|
|
✔️ |
✔️ |
|
|
| Participant Pin |
|
|
✔️ |
✔️ |
|
|
| Require Leader to Start |
|
|
✔️ |
✔️ |
|
|
| Begin/End times |
|
|
✔️ |
✔️ |
|
|
| Max Number of Participants |
|
|
✔️ |
✔️ |
|
|
| Save Participants |
|
|
✔️ |
✔️ |
|
|
| Announce Participants |
|
|
✔️ |
✔️ |
|
|
| Arrive/Depart Tones |
|
|
✔️ |
✔️ |
|
|
| Voicemail |
|
|
✔️ |
✔️ |
|
|
| Voicemail to Email |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
|
| Voice Distribution |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
|
| Voicemail Copy |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
|
| Transcription |
|
|
|
✔️ |
|
|
| OneFAX |
|
|
|
|
|
|
| Fax-To-Email |
|
|
|
✔️ |
|
|
| Email-to-Fax |
|
|
|
✔️ |
|
|
| Portal |
|
|
|
✔️ |
|
|
| Fax-To-Fax (ATA) |
|
|
|
✔️ |
|
|
| Call Waiting |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Operator Forward |
|
|
✔️ |
✔️ |
|
|
| Presence |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Time Frames |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Single Sign-On (SSO) -- Google/Microsoft/Apple |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| MFA |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Group Chat |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| SMS/MMS |
|
|
|
✔️ |
|
|
| Music on Hold |
✔️ |
|
✔️ |
✔️ |
|
✔️ |
| Multiple Device Managmenet |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Visual Button Builder |
✔️ |
|
✔️ |
✔️ |
|
|
| Contact Center and Queues |
|
|
|
|
|
|
| Call Center Stats |
|
|
|
|
|
|
| Callers Waiting |
|
|
|
|
✔️ |
✔️ |
| Avg Wait Time |
|
|
|
|
✔️ |
✔️ |
| Avg Handling Time |
|
|
|
|
✔️ |
✔️ |
| Abandon Rate |
|
|
|
|
✔️ |
✔️ |
| Calls Answered |
|
|
|
|
✔️ |
✔️ |
| Call Volume |
|
|
|
|
✔️ |
✔️ |
| Call Center Reporting |
|
|
|
|
|
|
| Queue Statistics |
|
|
|
|
✔️ |
✔️ |
| Agent Statistics |
|
|
|
|
✔️ |
✔️ |
| Agent Availability |
|
|
|
|
✔️ |
✔️ |
| DNIS Statistics |
|
|
|
|
|
✔️ |
| Call Queue Routing |
|
|
|
|
|
|
| Round Robin (Longest Idle) |
|
|
|
|
✔️ |
✔️ |
| Tiered Round Robin |
|
|
|
|
✔️ |
✔️ |
| Ring All |
|
|
|
|
✔️ |
✔️ |
| Linear |
|
|
|
|
✔️ |
✔️ |
| Linear Cascade - Agents to Ring initially |
|
|
|
|
✔️ |
✔️ |
| Linear Cascade - Agents to Add after Timeout |
|
|
|
|
✔️ |
✔️ |
| Call Park |
|
|
|
|
✔️ |
✔️ |
| Forward if Unavailable |
|
|
|
|
✔️ |
✔️ |
| Forward if Unanswered |
|
|
|
|
✔️ |
✔️ |
| Call Back |
|
|
|
|
✔️ |
✔️ |
| Insterstitial Audio Annoucements |
|
|
|
|
✔️ |
✔️ |
| Call Queue Thresholds |
|
|
|
|
|
|
| Max Expected Wait Time |
|
|
|
|
|
✔️ |
| Max Queue Length |
|
|
|
|
|
✔️ |
| Queue Ring Timeout |
|
|
|
|
|
✔️ |
| Agent Ring Timeout |
|
|
|
|
|
✔️ |
| Call Center Agent Settings |
|
|
|
|
|
|
| Agent Status (built in and custom) |
|
|
|
|
✔️ |
✔️ |
| Wrap Up Time |
|
|
|
|
✔️ |
✔️ |
| Max Simultaneous Calls |
|
|
|
|
✔️ |
✔️ |
| Forward if Unavailable |
|
|
|
|
✔️ |
✔️ |
| Queue Priority for Agent |
|
|
|
|
✔️ |
✔️ |
| Request Confirmation |
|
|
|
|
✔️ |
✔️ |
| Auto-Answer |
|
|
|
|
✔️ |
✔️ |
Pick-up calls waiting in Queue |
|
|
|
|
✔️ |
✔️ |
| Transfer calls waiting in Queue |
|
|
|
|
✔️ |
✔️ |
| Prioritize Calls waiting in queue |
|
|
|
|
|
✔️ |
| Web phone with Agent Stats, Controls, Chat |
|
|
|
|
✔️ |
✔️ |
| General Call Queue Settings |
|
|
|
|
|
|
| Call Recording |
|
|
|
|
✔️ |
✔️ |
| Statistics |
|
|
|
|
✔️ |
|
| Message to Agent |
|
|
|
|
✔️ |
|
| Require Agents |
|
|
|
|
|
✔️ |
| Require Music on Hold(MOH) |
|
|
|
|
|
✔️ |
| Logout Agent on Missed Call |
|
|
|
|
|
✔️ |
| Intro Greetings |
|
|
|
|
|
✔️ |
| SMS Queuing |
|
|
|
|
|
|
| Allows Queues to accept SMS messages where call center agents will handle the text conversation |
|
|
|
|
✔️ |
✔️ |
| SMS Queuing Statistics |
|
|
|
|
|
✔️ |
| Monitoring, Data, and Analytics |
|
|
|
|
|
|
| Call Center Reports |
|
|
|
|
|
|
| Queue Statistics |
|
|
|
|
|
✔️ |
| Agent Statistics |
|
|
|
|
|
✔️ |
| Agent Availability |
|
|
|
|
|
✔️ |
| DNIS Statistics |
|
|
|
|
|
✔️ |
| Call Center Stats-Home Page |
|
|
|
|
|
✔️ |
| Callers Waiting |
|
|
|
|
|
✔️ |
| Average Wait Time |
|
|
|
|
|
✔️ |
| Average Handling Time |
|
|
|
|
|
✔️ |
| Abandon Rate |
|
|
|
|
|
✔️ |
| Calls Answered |
|
|
|
|
|
✔️ |
| Call Volume |
|
|
|
|
|
✔️ |
Real-Time Analytics |
|
|
|
|
|
|
| Real-Time Analytics |
|
|
|
|
|
✔️ |
| Custom Wallboards for Call centers |
|
|
|
|
|
✔️ |
| Create/Edit/Share Wall boards and KPI’s |
|
|
|
|
|
✔️ |
| Chart Types - Line Graph, Gauge, Single Stat, Grid, Notes, iFrame |
|
|
|
|
|
✔️ |
Company - Wide Graphs and Statistics |
|
|
|
|
|
|
| Peak Active Calls |
✔️ |
|
|
|
|
|
| Call Volume |
✔️ |
|
|
|
|
|
| Total Minutes |
✔️ |
|
|
|
|
|
| Users and Applications (qtys) |
✔️ |
|
|
|
|
|
| Usage Stats (voice, sms) |
✔️ |
|
|
|
|
|
| Call History with Recording |
✔️ |
|
|
|
|
|
| Cradle to Grave Reporting |
✔️ |
|
|
|
|
|
Sites |
|
|
|
|
|
|
| Geographical segmentation of customer account |
✔️ |
|
|
|
|
|
| Site Manager Scope to manage specific locations’ Users, Devices, CallerID, Queues, Telephone Numbers |
✔️ |
|
|
|
|
|
| Custom Caller ID |
✔️ |
|
|
|
|
|
| Custom 911 |
✔️ |
|
|
|
|
|
| Security Features |
|
|
|
|
|
|
| Portal Security |
|
|
|
|
|
|
| Secure Password Requirements |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Forced Password Reset |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Password Set/Reset via email |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| reCAPTCHA |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| User Welcome Emails |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| TLS and SRTP Audio Encryption |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Dictionary Attack Prevention |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Authorization Codes |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Dial Permissions |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Class of Service |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
✔️ |
| Unified Communications |
|
|
|
|
|
|
| WebRTC/Progressive Web App |
|
|
|
|
|
|
| Video Conferencing |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| Chat |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| SMS |
✔️ |
|
|
✔️ |
|
|
| Softphone (IoS, Android, WIN, MAC) |
|
|
|
|
|
|
| Microsoft Teams Integration (Softphone) |
|
|
|
✔️ |
|
|
| SNAPMobile |
✔️ |
|
✔️ |
✔️ |
✔️ |
✔️ |
| SNAP.HD (collaboration) |
|
|
|
|
|
|
| Scheduling |
|
|
|
✔️ |
|
|
| Personal Meeting Rooms |
|
|
|
✔️ |
|
|
| Webinars |
|
|
|
✔️ |
|
|
| Active Speaker |
|
|
|
✔️ |
|
|
| Recording |
|
|
|
✔️ |
|
|
| Screen Share |
|
|
|
✔️ |
|
|
| Public/Private Chat |
|
|
|
✔️ |
|
|
