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2 – Queue Features

FeatureAgent License TypeDefinition
StrandedStandard, PremiumAllows configuration for ACD calls that are in a call center queue or presented to a queue when it is unstaffed (no agents are signed in)
Stranded – UnavailableStandard, PremiumAllows configuration of specific routing behavior for calls stranded in a staffed queue when all agents are unavailable
Forced ForwardingStandard, PremiumAllows ACD calls to be temporarily diverted to a configured destination.  The policy can be configured to play an announcement prior to proceeding with the forward.
Manual Night ServicePremiumAllows the Supervisor or Administrator to override the Time Schedule of the queue and manually initiate the queue’s Night Service, prompting new calls intended for the call center queue to be handled via routing pre-configured in Night Service. A specific announcement can be configured for the Manual Night Service override.

3 – Agent Features

FeatureUser typePBX License TypeDefinition
AnywherePremiumAllows Premium PBX users to define one or more phone numbers or network locations (soft clients or other applications) that can be used as extensions to your profile. Calls are delivered to all phone numbers or locations that are enabled in the user’s Anywhere profile.
Remote OfficePremiumAllows use of a home phone, cell phone or any other 10-digit phone number as your business phone. This feature redirects all calls coming to your business phone to the remote office phone.