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1 Introduction
Amanda Portal CallQ Agent is a powerful, flexible ACD client that can be used
with an Amanda Portal server. The Amanda Portal server can act as an ACD
(automated call distributor) when using CallQ Agent. In order to use CallQ
Agent the Amanda Portal server must have the Call Queuing module activated.
This module is an optional module that must be purchased with the Amanda
Portal server or can be purchased at a later time to unlock CallQ Agent.
CallQ Agent provides its users (agents) with the ability to connect to the
Amanda Portal server via LAN/WAN/Internet. CallQ Agent supports Microsoft
Windows 95/98/ME/NT/2000 and XP operating systems.
CallQ Agent can connect to one or more queues (up to 100 maximum) and uses
a single client license per agent connected. Amanda Portal server comes
standard with 10 client licenses (10 users can connect to the Amanda Portal
server via the network simultaneously). Additional client licenses can be
purchased through the Amanda Company. CallQ Agent is a great tool to
effectively manage incoming calls for call centers, technical support
departments, sales groups and anywhere effective call management and
detailed call reporting is needed.
CallQ Agent provides agents of the queue important information about callers
holding in queue, such as caller id, caller id name, how long they’ve been
holding, and what port their call came in on. Calls can be selectively or
automatically connected to agents of the queue. Additionally, when calls are
completed comments about each call can be entered by the agents of the queue
and later reviewed by running call reports.
Callers holding in queue can hear a number of different pre-recorded queue
greetings and comfort messages. Greetings can be recorded and used to
perform specific actions such as playing a custom greeting to the caller when
their call enters the queue (initial queue greeting), a position change greeting
(when their call moves up in the queue), a transfer greeting (when being
connected to an agent), a voicemail greeting, queue closed greeting (when
agents are not logged into the queue), timeout greeting or hold greeting. In
addition to the queue greetings and comfort messages, the Amanda Portal
server (ACD) can tell the caller their position in the queue, or estimated hold
time based on previous call history.
CallQ Agent supports an unlimited number of comfort messages, which are
played in order after each time the music on hold music is played. The default
hold music can be configured to be played in 30, 60, or 90-second intervals, or
custom hold music can be played instead.
When using Amanda Portal and CallQ Agent you can create an unlimited
number of call queues where each queue can have an unlimited number of
agents per queue.
