Supervisors can control CCE call flow behavior via buttons without manipulating scripts for things like: directing calls to overflow groups, transferring emergency calls and configuring queue overflow times.

Allows administrators and supervisors to insert time-controlled activation or deactivation of announcements at points in a call flow. Announcements can be recorded ad hoc or via TTS.

Allows administrators and supervisors to create, edit, and delete holiday and contact center schedules for each department, group or division. 

Make it possible for supervisors to do things like filter agents, attributes, skill groups, agent teams, and change assignments all within a single intuitive interface.

Supervisors can manage campaign data independently and in a user-friendly way without being required to implement additional configuration in the Call Manager.

The intuitive Cockpit navigation makes it possible for supervisors to instantly view all available services and to quickly make changes to workflow and configuration. 

Allows administrators to deploy and manage small, mobile on-call groups without those groups being required to connect as UCCE agents.

Set up company-wide hotline numbers for internal and external use. This module forwards the callers to the appropriate agents based on clients’ phone numbers.