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