VESTA Text Sample Clauses

VESTA Text to-9-1-1 Solution The optional VESTA SMS solution enables SMS to 9-1-1 and 9-1-1 voice call directly from VESTA 9-1-1 Console interface for ease and speed of use. All operations include ACD ‘Ready’ and ‘Not Ready’ status interoperated with voice and text calls creating a single 9-1-1 environment for seamless emergency call processing. Additionally, administrators can designate which agent(s) manage SMS to 9-1-1 sessions based on their user role, a standard feature of the powerful, flexible design of VESTA 9-1-1 screen assets. If a user is active on a SMS session, they will be automatically marked ‘Not Ready for ACD’ delivery of 9-1-1 voice calls. Text Calls Handling Advantages: ● In Calls Automatic Offline Behavior ○ Separate parameters for voice and text calls ○ Prevent ACD call presentation ● Maximum Connected Text Calls ○ Configurable parameter per role (1-10; default: 3) ● Agent Queue Profile ○ Queue accessibility based on the agent role ■ Login Queues ■ Transfer Queues ■ Abandoned Queues (one per agency) Text Call Features A call taker can handle emergency text calls by using the Text Calls, the Text Conversations window, and the text Multiple Call Appearance (MCA). The Text Calls window shows the list of existing text calls. The list of text calls is determined by the text queues that are associated with the current agent role. The Text Conversations window enables call takers to do the following: ● Receive text calls and messages ● Respond to text callers with manually-entered text messages ● Send pre-defined text messages (Quick Text) ● View released calls and the unread message count for each unselected call A text MCA represents a text queue mapped to the console. With this call appearance, call takers can pick up text calls that arrive at their consoles. VESTA SMS SHOWING TEXT CALLS STATUS (UPPER RIGHT) AND TEXT CONVERSATIONS (BOTTOM RIGHT)
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