GTB Enterprise Contact Center · 500 Redland Court • Suite 309 • Owings Mills, MD 21117 •...

Telax Feature Package Tela

x G

old

Tela

x P

latinum

Max Calls In Queue Unlimited Unlimited

Data Center Features

24x7x365 Data Center Monitoring Yes Yes

Geographical Survivability Yes Yes

Automatic Software Updates Yes Yes

TDM and VoIP - Network Agnostic Yes Yes

Core Component System Redundancy Yes Yes

High Availability Server Architecture Yes Yes

On Demand Scalability Yes Yes

Queues

Automated queuing of abandoned calls Not Incl Yes

Blended agents (inbound/outbound) Not Incl Yes

Call back request visibility Not Incl Yes

Change call priority or queue of call in real-time Yes Yes

Change callback priority, retry period in real-time Not Incl Yes

Click-to-call queuing Not Incl Yes

Email queuing Not Incl Yes

Deferred Email Queue Not Incl Yes

In queue caller ID/name display visibility Yes Yes

In queue priority call back requests Not Incl Yes

In queue voicemail to email Yes Yes

Inbound Voice Queues Yes Yes

Queued/automated outbound calls Yes Yes

Skype call queuing Not Incl Yes

Social media queuing (twitter/Facebook) Not Incl Yes

Universal ACD (multi-channel/modal queues) Not Incl Yes

Voicemail queuing Not Incl Yes

Webchat queuing Not Incl Yes

Call Center Group Features

Agent Logged into Multiple Queues Yes Yes

Agent Login From Phone Yes Yes

Agent Visual Login Indictor on Phone Yes Yes

Agents Behind SIP Trunks Yes Yes

Agent Unavailable Reason Codes Customizable Yes Yes

Agent Unavailable with Visual Indicator Yes Yes

Agent Wrap Timer Yes Yes

Agent Wrap Up (Manual) Yes Yes

GTB Enterprise Contact CenterPowered by Telax

Included In Package

Not Included in Package

1 of 6500 Redland Court • Suite 309 • Owings Mills, MD 21117 • tele: 1 (877) CALL-GTB • fax: (410) 581-4839 • web: www.gtb.net


x G

old

Tela

x P

latinum

Allow Call Waiting Yes Yes

Automatic Agent Logout (Unanswered Calls) Yes Yes

Audible Alerts when Thresholds Met Yes Yes

Configurable Alerts Yes Yes

Configurable Zero Out Key Yes Yes

Departments Yes Yes

Disposition / Wrap Up Codes (Customizable)- Call Level Yes Yes

DNIS Support Yes Yes

Max Agents in Queue Yes Yes

Max Calls in Queue Yes Yes

Max Time in Queue Yes Yes

Multiple ACD Groups Yes Yes

Multiple DID Per Queue Yes Yes

Multiple Language Support Yes Yes

Play Ringing When Offering a Call Yes Yes

Priority Queuing Yes Yes

Re-Queue Calls Unanswered by ringing agent Yes Yes

Route Calls In Queue when agents log out Yes Yes

Screen Pop - CRM Integration Not Incl Yes

Service Levels Configurable Yes Yes

Set Max Queue Length Yes Yes

Zero Out of Queue Yes Yes

Supervisor Capabilities

Alerting - Customizable Yes Yes

Answer Agent Yes Yes

Barge-In Yes Yes

Call Agent Yes Yes

Configurable thresholds for real-time display and email/sms alerts Yes Yes

Configure contact center settings Yes Yes

Customizable agent statuses Yes Yes

Email Notification when Thresholds are Met Yes Yes

Graphical Statistics Dashboards Yes Yes

Login restrictions Yes Yes

One-click business continuity capability Not Incl Yes

Real-time Statistics Display Yes Yes

Role based & granular access levels Yes Yes

Schedule IVR dial outs Not Incl Yes

Supported Features

Included In Package




x G

old

Tela

x P

latinum

Schedule mobile agents Not Incl Yes

Silent Monitor Yes Yes

Supervisor Desktop Client Yes Yes

Supervisor Real-Time Dashboard Yes Yes

Supervisor Web Client Yes Yes

Traffic Analysis Yes Yes

View Agent Private Line Calls Yes Yes

View and Manage Agent Deferred Email queues Not Incl Yes

View Agents in Multiple Queues Simultaneously Yes Yes

Whisper Yes Yes

Quality Management

Call recording tagged with dispositions and agent notes Yes Yes

IVR survey (in queue, agent transfer, or auto transfer) Not Incl Yes

Screen capture & recording Not Incl Yes

Desktop app usage monitor Not Incl Yes

Agent chat logs Yes Yes

Web Chat Logs Yes Yes

Secure recording, reporting & CDR transfer Yes Yes

Agent Capabilities

Agent ACD Pass code Yes Yes

Agent Available / Unavailable Yes Yes

Agent Login / Logout Yes Yes

Call Agent Yes Yes

Call History - Dialed, Received, Missed Yes Yes

Call Supervisor Yes Yes

Conference In Supervisor Yes Yes

Defer Queued Emails Not Incl Yes

Log into multiple Groups Simultaneously Yes Yes

PC Desktop Agent Client Yes Yes

Web Client - Agent Yes Yes

Supported Features

Included In Package




x G

old

Tela

x P

latinum

Agent productivity

CRM integrated screen pop Not Incl Yes

IVR data and call info screen pop Yes Yes

Agent scripting tool Yes Yes

Inter-agent presence view Yes Yes

Inter-agent chat Yes Yes

Integrated agent view of queues/wait times Yes Yes

Global daily statistics view Yes Yes

Personal agent statistics view Yes Yes

GUI call transfer (agent, queue, external) Yes Yes

IVR bulletins Yes Yes

Configurable hot keys Yes Yes

Mobile device routing Yes Yes

Ergonomic features (minimum keystrokes, body neutral posture) Yes Yes

Reporting

Agent / Supervisor Activity Yes Yes

Agent Activity Yes Yes

Agent Summary Yes Yes

Agent Utilization Report Yes Yes

Call Detail by Time Zone Yes Yes

Call Duration Summary Yes Yes

Call Leg Detail Yes Yes

Call Log Yes Yes

Calls By Day Yes Yes

Customized Reports Yes Yes

Daily Traffic Yes Yes

Email Reports - Scheduled Yes Yes

Export Reports Yes Yes

Frequent Caller Summary Yes Yes

Group Call Statistics Yes Yes

Hourly Usage Yes Yes

Inbound Number Statistics Yes Yes

Private Line Calls Yes Yes

Queue Performance Analysis Yes Yes

Queue Summary Yes Yes

Scheduled Reports Yes Yes

Service Level Report Yes Yes

Supported Features

Included In Package




x G

old

Tela

x P

latinum

Short Calls Report Yes Yes

Summary by Account Yes Yes

Time Allocation Yes Yes

Routing Capabilities

After Hours Routing Yes Yes

Call Delivery Circular Yes Yes

Call Delivery Next Available Yes Yes

Call Delivery Simultaneous Yes Yes

Call Delivery Uniform Yes Yes

Emergency Treatment Yes Yes

Forced Forwarding Yes Yes

Holiday Routing Yes Yes

Overflow Calls Yes Yes

Overflow Secondary Yes Yes

Overflow Number Yes Yes

Re-Queue if unanswered Yes Yes

Skills Based Routing Yes Yes

Intelligent Routing

Identity Routing (by CLID, DNIS, CRM) Not Incl Yes

ANI or Geography-Based Routing Not Incl Yes

Routing by DNIS Yes Yes

Routing by Type of Day Yes Yes

Routing by Time of Day Yes Yes

Queue priority routing Yes Yes

Agent priority routing Yes Yes

CRM-Based Routing Not Incl Yes

Configurable Outbound Caller ID (by team, agent, call) Yes Yes

Supported Features

Included In Package




x G

old

Tela

x P

latinumIncluded In Package


Supported Features

Announcement

Comfort Message Yes Yes

Dynamic Announcements - Queue Position / Wait Time Yes Yes

Entrance Message Yes Yes

Estimated Wait Message Yes Yes

Music On Hold Message Yes Yes

Periodic / Multiple Announcements Yes Yes

Whisper Message Yes Yes

Advanced IVR

Includes IVR Yes Yes

GUI IVR development Not Incl Yes

Self-service IVR Not Incl Yes

IVR with 3rd Party Data Dips (Read/Write) Not Incl Yes

Call in prompt recording Yes Yes

Prompt file uploads Yes Yes

IVR bulletins Yes Yes

Queue bulletins Yes Yes

Multi-lingual support (English, Spanish, French) Yes Yes

Outbound IVR notification with reconnect to queue option Not Incl Yes

Directory Integrations

Personal Directory Yes Yes

Call Recording

Call Record Always Yes Yes

Work force Management

Forecasting Not Incl Yes

Automated scheduling Not Incl Yes

Schedule optimization Not Incl Yes

Adherence (real-time & reporting) Not Incl Yes

Vacation automation Not Incl Yes

Agent shift-trade marketplace Not Incl Yes

Licensing Requirements

Per Named Agent Pricing No No

Additional per Queue License No No

Requires Additional Supervisor License No No

Requires Additional Suto Attendant License No No

Per Concurrent Agent License Required Yes Yes


GTB Enterprise Contact Center · 500 Redland Court • Suite 309 • Owings Mills, MD 21117 •...

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