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Innoport Hosted Unified Communications Service Incorporates Call Queuing and Automated Call Distribution (ACD)
Date:4/21/2010

The additional enhancement leapfrogs Innoport service into the virtual call center space.

King of Prussia, PA (PRWEB) April 19, 2010 -- Intellicomm Inc., a leading provider of hosted unified communications has introduced an Automated Call Distribution (ACD) feature set to its Innoport service. ACD allows for queuing incoming callers on hold to Innoport virtual phone numbers. Whether it’s a small business or a large corporation, they can now setup a call center type functionality, complete with comprehensive agent and queue management capabilities online via the Innoport online interface at www.innoport.com. The ACD feature can be used with a single agent and a single queue or scaled up to multiple agents and multiple queues. ACD is being offered as part of the Business Service plans of Innoport and no additional fees has been introduced due to this latest enhancement.

Innoport ACD capability includes the following:
    • Incoming calls are queued and routed to the next available agent
    • Remote agents
    • Web based agent check in and checkout
    • Agent wrap up time flexibility
    • Multiple interjecting prompts for callers on hold
    • Option for callers on hold to go directly to voicemail
    • Call queuing can be setup on a Innoport virtual phone number or on an extension of the Innoport automated attendant for ultimate flexibility
    • Automatic agent check out trigger
    • Route callers based on criteria, such as, Skill Based, As Entered, Round Robin, Most Idle Agent or Least Utilized Agent.

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