Complete Features List

System

  • Cloud Hosted, Onsite or Hybrid
  • Voice, Video & Chat
  • WebRTC, SIP, H323 and PSTN
  • All Web Voice & Video Calls are FREE
  • Interoperable standards based technology. Works with Cisco, Polycom, Lifesize, Avaya, Lync, and many more.
  • Multi-Tenant and highly scalable

Access

  • Agents, Admin & Supervisors connect through customizable secure web portals, no download required.
  • Standards based so SOLVES is interoperable from most video endpoints in use today.
  • Current US VRS Videophones can connect via phone number.
  • WebRTC links can be added to webpages for no hassle, click to call.
  • PSTN, inbound and outbound calling can be used simultaneously with video calls

Security

  • HIPAA Compliant Encryption
  • 128 or 256 bit Encryption
  • Access Firewall & Black Listing
  • Instant Visual Customer Identification
  • No VPN Required; Available VPN or Private Network
  • Secure Cloud Hosted Facilities

Queuing

  • Unlimited Queues
  • ACD (Automatic Call Distribution)
  • Customizable Answer/Hold Video
  • Longest Waiting, Fewest Answered, Prioritized
  • Roll Over and Re-queue
  • Agent Cross Queuing

Billing and Reporting

  • System collection of all CDR
  • Customizable and Flexible Billing
  • Real Time Reporting
  • Historical Reporting & Reports Generator

Routing

  • Agent Acting as Switch Board Operator
  • Skills Based Routing
  • Visual IVR with Click to Call
  • Communication Modality
  • Language Mapping
  • Automatic queue prefix

Conferencing

  • Agent is able to conference up to 20 people via video or voice in a single session.
  • Video Call Recording and Streaming
  • Conference on a video Interpreter 
  • Consultative and Direct Transfer

Agent Control

  • Available, Un-Available, Break
  • Transfer, Hold, Call Back options
  • Rollover & Re-queuing
  • Sharing of Pictures, & Videos
  • Agent messaging
  • Multi Conference up to 20 people audio and/or video
  • Flashing Ring Indicator

Administration

  • Admin Web Interface
  • Unlimited Queues, Skills, & Users
  • Add Music, Pictures, or Videos to Hold rooms, Menus, Messages, & Queues with one click
  • Create multiple custom IVVRs
  • Set multiple work & holiday hours in the same call flow
  • Import users from .CSV
  • Set time zones per queue
  • Skills based call routing
  • Visual Call Flow Creator
  • Pre-Written Agent Scripts
  • Creating of Agent Billboard to share daily information

Technical

Supported Protocols

SIP, WebRTC, H323, IPV6

Supported Codecs

G.711, G.722, G.729, H.261, H.263, H.264, VP8, SIMPLE, Data Channel

Supported Encryption

TLS, SRTP, 128 bit and 256 bit, IKE/IPsec, DTLS