User guide

Contact Center Solutions
17
Contact Center Enterprise Edition
Contact Center Management, Contact Center Management Enterprise Node, ACD Resiliency,
Flexible Reporting, Contact Center Screen Pop, CTI Developer Toolkit, Interactive Contact
Center, Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center
Softphone, Workforce Scheduling, Schedule Adherence, Multimedia Contact Center, IVR
Routing, Traffic Analysis, Call Accounting, and Subscriber Services.
Contact Center Business Edition
Contact Center Management, Contact Center Screen Pop, CTI Developer Toolkit, Contact
Center PhoneSet Manager, Contact Center Softphone, IVR Routing, Multimedia Contact
Center, Traffic Analysis, Call Accounting, and Subscriber Services.
The following types of coverage are available with Contact Center Solutions:
• Standard
•Premium
• Premium Plus (24/7/365)
Standard
Standard service includes:
• Technical support Monday to Friday from 8 a.m. to 8 p.m. ET
• Emergency after-hours support Monday to Friday from 8 p.m. to 10 p.m. ET
• Software upgrades
Premium
Premium coverage includes:
• Technical support Monday to Friday from 8 a.m. to 8 p.m. ET
• Emergency after-hours support Monday to Friday from 8 p.m. to 10 p.m. ET
• Software upgrades
• Emergency support on weekends and holidays from 8:00 a.m. to 10:00 p.m. ET
• Priority support and escalation
Premium Plus (24/7/365)
Premium Plus (24/7/365) coverage includes:
• Technical support Monday to Friday from 8 a.m. to 8 p.m. ET
• Emergency after-hours support Monday to Friday from 8 p.m. to 10 p.m. ET
• Software upgrades