All calls in the system can be recorded, with a unique ID and can be stored for a desired period. Recorded calls can be easily filtered by phone, date, agent, etc., as well as listened live or saved to other locations in .wav or .vox format.

The video recording complements the audio recording or can be individual, managing to capture the agent’s activity on the computer. The screen can be viewed live, and recording storage can be done by preference.

The Client & Supervisor applications offer the possibility of manual, automatic, outgoing and incoming calls.

Dialing modes can be:

• Manual
• Predictive
  
• Power
  
• Preview
  

Inbound calls are forwarded via the Automatic Call Distribution (ACD) matrix to the IVR application.

Types of distribution can be:

• Impersonal – Instances of imported customers can be distributed to all available agents.
  
• Skill based – is a personal way of calling customers, taking into account the agent’s abilities. If the agent to whom the call should be assigned is not logged in, they will not be called or transferred to another.
  
• Uniform – this is a personal way of calling as well. The difference is that the number of calls / cases will be evenly distributed to agents in an equal manner.
  
• Selected agents – the cases will be personally imported to the selected agents, meaning they will be distributed to those available.

The CRM Web Application is the most versatile integration solution.

Out-of-the-box, it comes embedded within Media Call Center agent application; event sinking between the two application layers is direct, real-time and bi-directional, this providing the agent all the information and decision tools needed for solving the current case.