Call Features

• ADSI On-Screen Menu System
• Alarm Receiver
• Append Message
• Authentication
• Automated Attendant
• Blacklists
• Blind Transfer
• Call Detail Records
• Call Forward on Busy
• Call Forward on No Answer
• Call Forward Variable
• Call Monitoring
• Call Parking
• Call Queuing
• Call Recording
• Call Retrieval
• Call Routing (DID & ANI)
• Call Snooping
• Call Transfer
• Call Waiting
• Caller ID
• Caller ID Blocking
• Caller ID on Call Waiting
• Calling Cards
• Conference Bridging
• Database Store / Retrieve
• Database Integration
• Dial by Name
• Direct Inward System Access
• Distinctive Ring
• Distributed Universal Number Discovery (DUND™)
• Do Not Disturb
• E911
• ENUM
• Fax Transmit and Receive (3rd Party OSS Package)
• Flexible Extension Logic
• Interactive Directory Listing
• Interactive Voice Response (IVR)
• Local and Remote Call Agents
• Macros
• Music On Hold
• Music On Transfer:
  • - Flexible Mp3-based System
  • - Random or Linear Play
  • - Volume Control

Call Features

• Privacy
• Open Settlement Protocol (OSP)
• Overhead Paging
• Protocol Conversion
• Remote Call Pickup
• Remote Office Support
• Roaming Extensions
• Route by Caller ID
• SMS Messaging
• Spell / Say
• Streaming Media Access
• Supervised Transfer
• Talk Detection
• Text-to-Speech (via Festival)
• Three-way Calling
• Time and Date
• Transcoding
• Trunking
• VoIP Gateways
• Voicemail:
  • - Visual Indicator for Message Waiting
  • - Stutter Dialtone for Message Waiting
  • - Voicemail to email
  • - Voicemail Groups
  • - Web Voicemail Interface
• Zapateller

Computer-Telephony Integration

• AGI (Asterisk Gateway Interface)
• Graphical Call Manager
• Outbound Call Spooling
• Predictive Dialer
• TCP/IP Management Interface

Scalability

• TDMoE (Time Division Multiplex over Ethernet)
• Allows direct connection of Asterisk PBX
• Zero latency
• Uses commodity Ethernet hardware
• Voice-over IP
• Allows for integration of physically separate installations
• Uses commonly deployed data connections
• Allows a unified dialplan across multiple offices

Codecs

• ADPCM
• G.711 (A-Law & µ-Law)
• G.722
• G.723.1 (pass through)
• G.726
• G.729 (through purchase of a commercial license)
• GSM
• iLBC
• Linear
• LPC-10
• Speex

Protocols

• IAX™ (Inter-Asterisk Exchange)
• H.323
• SIP (Session Initiation Protocol)
• MGCP (Media Gateway Control Protocol
• SCCP (Cisco® Skinny®)

Call Center Features (Commercial)

Total Calls: Total number of calls processed Percentage of answered calls, per run Percentage of lost calls, per run Multi-stint calls processed	Answered calls: Number of calls Total call length Average call length Average call waiting Minimum/maximum call length Minimum/maximum call waiting Total call duration Total waiting time Agents on queue Numer of call taken per agent Service level agreement Disconnection causes Transfers Answered calls by queue Answered call, by direction (inbound/outbound) Answered call, by number of call stints Extensive call and stint detail
Unanswered calls: Number of unanswered calls Average time before disconnection Minimum/maximum time before disconnection Total cumulated time before disconnection Average position at disconnection Minimum/maximum position at disconnection Disconnection causes Unanswered calls by queue Distribution by length of unanswered calls Inclusive SLA of answered and unanswered calls Unanswered calls by key pressed (IVR menu selections) Unanswered calls, by number of stints All calls, by number of stints Full unanswered call detail	Call distribution: Answered calls distribution per day Average / minimum / maximum call lengths per day Answered calls wait time distribution per day Average / minimum / maximum wait times per day Unanswered calls wait time distribution per day Average / minimum / maximum unanswered calls wait times per day Sales and contacts per day Answered calls distribution per hour Average / minimum / maximum call lengths per hour Answered calls wait time distribution per hour Average / minimum / maximum wait times per hour Unanswered calls wait time distribution per hour Average / minimum / maximum unanswered calls wait times per hour Sales and contacts per hour Answered calls distribution per day of week Average / minimum / maximum call lengths per day of week Answered calls wait time distribution per day of week Average / minimum / maximum wait times per day of week Unanswered calls wait time distribution per day of week Average / minimum / maximum unanswered calls wait times per day of week Sales and contacts per day of week
Agents: Number of available agents Total agent time Average agent time Minimum/ maximum agent session duration Agent availability Agent time on pause Billable and not-billable agent time Sessions and pauses per agent Average session duration per agent Average pause duration per agent Pauses per session ratio Percentage of time spent on pause Average pauses per session Answered calls (number, average duration, percentage of total) per agent Answered calls per service group Answered calls per agent location Full agent session details Full agent pause details Full agent session history (sessions and pauses combined)	Realtime center analysis: Caller ID Time entered Waiting time (updated in realtime) Conversation time (updated in realtime) Agents logged on Time and extensions of last logons Easy to read status panel User definable rules to trigger yellow and green alarms Numer of agents per queue Number of ready / paused / busy on other queues / unknown agents on line Number of calls waiting per queue Number of inbound calls being answered Number of outbound calls being made Full server information Last call handled by each agents (time and queue)

Live demo :

To access QM, just go to http://demo.loway.ch/queuemetrics-livedemo and enter the following credentials:

• Username: demo
• Password: demo

If you want to see a visitor page, log in as:

• Username: visitor
• Password: visitor

If you want to see an agent's page (action buttons not working), log in as:

• Username: agent/101
• Password: 101