ACD Basic Agent Package Sample Clauses

ACD Basic Agent Package. The Contractor shall provide a Basic Agent Package that shall be provisioned on a concurrent agent basis and includes the following features: 1. Agent Inbound Line - Receives calls from the contact center Listed Directory Numbers (LDNs); 2. Agent Status – Allows the agent to activate/deactivate the position including ready, wrap up, log off; 3. Multiple Queue Options - Agent can simultaneously log in to a specified or unlimited number of queues; 4. Remote Agent– Ability to route calls to telephone numbers outside the contact center; 5. Position ID - Agent Position ID identifies a specific agent; 6. Call Present - Agent answers contact center calls without pressing a key; 7. Incoming Call Queue - Incoming calls wait/queue when all agents busy; the call is directed to the first available agent; 8. Agent Priority Call Transfer - Allows an agent to conference/transfer incoming contact center call to another agent’s line; 9. Emergency Alert - Gives agent ability to immediately conference a supervisor or recorder to a call; and, 10. Call Source Identification – Displays calling number on agent Equipment. The Contractor's ACD Basic Agent Package shall include the following features and functions:
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