Inbound Call Blending/Voice Mail

SSP has complete call blending, voice mail, and auto attendant features.  When a call comes in, the agent will be provided with CallerID information and prompted to handle the call in one of four methods. Pressing "Ignore" makes the prompt disappear and while the line continues to ring. Pressing "Answer" will pickup the line and allow the agent to immediately speak to the customer. Pressing "Hold" informs the customer that the agent is on another line and will be with them shortly.  "AM Msg" sends the caller to voicemail.

On hold music, hold prompts, and voice mail prompts can be specified during the SSP setup.  Parameters for the max recording length and number of rings prior to launching the auto attendant are configurable also.


The agent can retrieve voice mail messages from the Utilities menu.  After listening to a message the he/she can find the person in Act and attach the message to the appropriate customer's history.  If the message isn't worth saving it can be erased by pressing the  "Delete" button.