ACD PRODUCT CAPACITIES AND FEATURES
Which ACD solution is right for your business?
Cintech designed CINPHONY, PRELUDE and MINUET
with the small to mid-sized call center in mind. That means you have
flexibility. You—not the ACD system—dictate how your incoming
calls are handled.
The ACD that’s right for you depends on many things. To make the
best choice, you should consider the number of phone lines and
agents you have, as well as your voice announcement, call routing,
and supervisory demands. To help you find the best match, here’s a
handy, complete overview of Norstar CINPHONY, PRELUDE and MINUET.
|
Capacities |
Minuet |
Prelude |
Cinphony I |
Cinphony II |
| Active agents |
10 |
15 |
30 |
80 |
| Agent IDs |
20 |
60 |
120 |
240 |
| Groups |
2 |
3 |
6 |
80 |
| Supervisors |
n/a |
1* |
1 per group |
1 per group |
| Steps in routing table |
6 day/2 nite |
8 |
16 |
16 |
| Routing tables |
2 per group |
2 per group |
2 per group |
2 per group |
| Overflow levels |
1 |
1 |
3 |
8 |
| Lines |
15 |
30 |
144 |
144 |
| PRI support (DID/DNIS) |
2 |
3 |
1000 |
1000 |
| Active voice channels |
|
|
|
|
| Basic configuration |
4 |
4 |
8 |
12 |
| Maximum configuration |
4 |
32 |
32 |
32 |
| Announcements |
|
|
|
|
| Simultaneous announcements |
4 |
4 |
4 |
4 |
| Recorded announcements |
6 |
240 |
240 |
240 |
| System |
|
|
|
|
| Station set / PC based configuration |
Station Set |
PC |
PC |
PC |
| LAN accessible status display |
n/a |
Yes |
Yes |
Yes |
| Real-time System status |
n/a |
Yes |
Yes |
Yes |
| Real-time Group status |
n/a |
Yes |
Yes |
Yes |
| Real-time configuration updates |
Yes |
Yes |
Yes |
Yes |
|
Standard
Features |
Minuet |
Prelude |
Cinphony I |
Cinphony II |
| 2500 set support |
Yes |
Yes |
Yes |
Yes |
| Agent help |
No |
No |
Yes |
Yes |
| Agent record call |
No |
No |
Yes |
Yes |
| Answer Forcing with zip tone |
Yes |
Yes |
Yes |
Yes |
| Auto login of agents |
No |
Yes |
Yes |
Yes |
| Auto logout of agents |
Yes |
Yes |
Yes |
Yes |
| Business Series Phones |
Yes |
Yes |
Yes |
Yes |
| Call on demand |
No |
Yes |
Yes |
Yes |
| Data export, archive, restore, purge |
No |
No |
Yes |
Yes |
| Delayed answer |
Yes |
Yes |
Yes |
Yes |
| DID/DNIS routing |
Yes - 2 |
Yes - 3 |
Yes |
Yes |
|
Reporting |
Minuet |
Prelude |
Cinphony I |
Cinphony II |
| Abandoned Call |
n/a |
Yes |
Yes |
Yes |
| ACD Call Profile Detail |
n/a |
No |
Yes |
Yes |
| ACD Call Profile Summary |
n/a |
No |
Yes |
Yes |
| Agent Profile By Group |
n/a |
Yes |
Yes |
Yes |
| Agent Profile |
n/a |
Yes |
Yes |
Yes |
| Agent Summary |
n/a |
Yes |
Yes |
Yes |
| Busy Line |
n/a |
Yes |
Yes |
Yes |
| Call Categorization |
n/a |
Yes |
Yes |
Yes |
| Destination Number |
n/a |
No |
Yes |
Yes |
| Group Profile |
n/a |
Yes |
Yes |
Yes |
| Line Profile |
n/a |
Yes - 3 |
Yes |
Yes |
| Line Profile Summary |
n/a |
Yes - 3 |
Yes |
Yes |
| Monthly Summary |
n/a |
Yes - 3 |
Yes |
Yes |
| Routing Table |
n/a |
Yes - 3 |
Yes |
Yes |
| Overflow |
n/a |
Yes - 3 |
Yes |
Yes |
| System Configuration |
n/a |
Yes - 3 |
Yes |
Yes |
| Historical Reporting |
n/a |
Unlimited** |
Unlimited** |
Unlimited** |
| Report Generation On Demand |
n/a |
Yes - 3 |
Yes |
Yes |
| Set-Based Statistics |
Yes |
No |
No |
No |
* Prelude provides supervision tools like status displays and reports.
Cinphony software is required, however, for sophisticated features like supervisor
messages, "Silent Monitor" and "Join"
** Using data export, archive, restore and purge features
Contact Cintech today at 800.833.3900 or by
email to learn more about how
Cinphony, Prelude and Minuet can
work for your organization!
|
|
