Specifications

Working with a Key Voice System
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Avanced Features
ACD/Customer Service Box
Key Voice’s ACD/Customer Service box provides automatic call distribution for phone systems
that do not have hunting abilities. Individual mailboxes can log into or out of each
ACD/Customer Service group box. When a caller routes to the box, the system hunts for an
available extension in that department until it finds one that is not busy. The caller reaches a live
person quickly, after making only one selection. The ACD/Customer Service box can perform
uniform or top-down distribution to meet the call distribution needs of each department. Uniform
distribution keeps extensions equally busy; top-down distribution transfers calls to the same
extensions in the same order, keeping those at the top most busy. The system can also play up to
99 different queue announcements to a holding caller. Up to 50 agents can be included in each
ACD/customer service box group.
When the Key Voice system is integrated with certain Comdial phone systems, enhanced
customer service features are available. Enhanced features include:
• Real-time agent extension monitoring for the fastest possible transfers to idle agents
• Comdial telephone soft-key displays of queue statistics and login functions
• Detailed customer service reports that provides informative statistics on queue time and agent
activities
Account Number Box
By routing calls to an Account Number Box, you can have the system collect an account number
(or social security number, phone number, etc.) one time from callers, then tag that number to the
call. The system can then append the number to messages left by the caller, use the number in
IVR applications, use it during Question Box data entry sessions, and store it in the call log.
Hotel Application Features—Guest Mailboxes
The system can be set up to provide a limited menu of options to hotel guests who are provided
with mailboxes. Mailboxes set up to use the Hotel Guest Privileges option allow subscribers to
simply listen to messages and/or schedule wake-up calls. When connected to a
Property Management System or a PBX that offers that type of information, the system can
prepare a mailbox when a new guest checks into the room by resetting the password, deleting
previously-set wake-up calls, deleting stored messages, etc.
Interview/Question Capability/Order Entry
Key Voice systems have a unique Question Box that can be set up to ask callers a series of
questions. Answers are recorded electronically and stored for future processing or analysis. This
feature is particularly useful for services such as on-line job inquiries, surveys, or remote
reporting of job status, where responses to job-related questions can be recorded. The system also