 Call Conference, or a three-way call, enables an agent to add a third person to a live call with a customer.  This third person can be another agent, a supervisor, or an external subject matter expert.

Call Conference

 The Priority Queue Call Picking application is a custom feature designed to allow Executive users to manually select and answer a high-priority customer call directly from a shared queue, bypassing the standard Automatic Call Distribution (ACD) flow.  This tool provides granular control to a specific class of users for ensuring critical or premium customer interactions are handled immediately, independent of the agent's current Auto Call status or standard queue-based distribution logic.

Call Picking

 Call Hold and Retrieve is a fundamental telephony function that allows an agent to put a live call on hold, temporarily suspending the conversation without disconnection.  The agent can then perform other tasks before retrieving the call to resume the conversation.

Call Hold & Retrieve

 Call Forwarding is a telephony feature that allows incoming calls to a specific number or extension to be automatically redirected to another destination.  This destination can be an external phone number (like a mobile phone), another internal extension, or a voicemail box.

Call Forwarding

 The Call Transfer to Queue feature allows an agent to reroute an ongoing inbound call to a different queue within the same voice campaign.  This functionality is essential for ensuring that the customer reaches the most appropriate set of agents or department when the original routing was incorrect or the customer's query requires specialized handling.

Call Transfer - Queue

 Call Transfer allows an agent to move a live call to another agent, supervisor, queue, or an external number.  The system supports two primary types During a live call, an agent initiates a transfer from their console.

Call Transfer - Agent(Warm/Cold)

 The Voicemail feature allows callers to leave a recorded message when agents are unavailable (e. g.

VoiceMail

Voice Blast Campaign

Core Telephony Actions

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Omni Contact Center

Ameyo Platform Documentation

LRU (Least Recently Used) Routing

Round Robin Routing

Ring to All / Parallel Ringing

Skill Based Routing

Preferred Agent / Sticky Agent Routing

Inbound Routing Strategies


Estimated Wait Time (EWT) & Queue Position Announcement

VQ Pass (Virtual Queuing)

Call Queuing / Queue Management

Local IVR

In-Queue Call Treatment


Inbound Voice Capabilities


Parallel Predictive Dialing

Preview Dialing

Progressive Dialing

Predictive Dialing

Fixed Pacing Dialing

Dialing Modes

Dialer Pacing Ratio

Answering Machine Detection (AMD)

Dial Timeout Configuration

Outbound Campaign Configuration

Lead List Upload & Allocation

Campaign Wise Max Call Attempts

DNC (Do Not Call) List Management

Lead & List Management

Specialized Outbound Campaigns

Outbound Voice Capabilities


Phone Number Masking (Masked Calling)

ACW - After Call Work

Call Whisper

Call Barge

Callback

Warm Transfer to Queue/ Agent (Confer)

Wrap Up Time

Manual Call

Call & Task Management

Call Handling Capabilities

Reporting & Analytics

Call Recording

System-wide Call Recording

Quality Scoring/ QA Parameters

Quality & Performance Management

Report Scheduling & Exporting

Mapping Policies

User & Role Management

System and User Management

Unified Agent Desktop

User Login & Single Sign-On (SSO)

Agent Productivity

Pause/Resume Call

Disposition

WebRtc Troubleshooter

Workbench

Agent Status Management

Hot Keys

Canned Responses

Knowledge Base

Productivity Tools

Agent Desktop / Console


Dashboard

Agent Monitoring

Dashboard & Stats

Live Dashboards & Wallboards

Live Agent Coaching (Whisper & Barge)

Monitoring & Coaching

Monitoring & Analytics

Routing Rule

Event Based Rule

Timer-based Rules Configuration

Routing Rule for Offline Chat

Routing Rules for Missed chat

Routing & Rules

Ticketing & Asynchronous Channels

Email

Chat

Google Play Store

Youtube

Instagram (Posts & Comments)

Social Media (Public Engagement)

Google Business Messages

Whatsapp

Instagram DM

Twitter DM

FB Messenger

Messaging (Private Conversations)

Digital Channels

Configure and Initiate LiveChat

Admin

Supervisor

Agent

Live Chat

About CoBrowsing

User Roles in CoBrowsing

Types of CoBrowsing

Admin Persona

Admin Ally Persona

Supervisor Persona

Agent Persona

CoBrowsing

WhatsApp Campaign

Campaigns 

Customer Experience

Third Party CRM Integration

CRM Integration and Customization

Contact Management (Leads)

Customer Data Management

Customer Relationship Management (CRM)

Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

ECC Patch Release 4.13.38 Document

ECC Patch Release 4.13.38 Document (cloned with children)

4.13 Release Notes

Release Notes

Campaign

Ticketing

Rule Engine

Fusion

SSO (Single Sign On)

Voice Admin