Zultys Adds Advanced Call Center Features To IP-PBX

While basic ACD (Automatic Call Distributor) features are already included with Zultys' MX250 line of IP-PBXes, the new software license option adds higher-end features such as call queuing with customizable announcements, call recording, supervisory privileges, real-time statistics and detailed reports.

By building the new features into its IP-PBX and enabling users to turn on licenses as needed, Zultys is giving small business customers the flexibility they need, said Neil Darling, partner at EtherSpeak Communications, a solution provider in Prince William, Va.

"They don't necessarily want to add on additional products. They want it all integrated," Darling said.

The new features include the ability to collect information such as account numbers via automated attendant and tie the data to an external database. Businesses can tap the database information to give callers automated access to more information and create priority queuing for their most important customers, said Iain Milnes, president of Zultys, Sunnyvale, Calif.

"Our reseller partners could customize the whole thing," Milnes said.

Advanced ACD supports up to 60 calls in queue and up to 64 different queues serving different call centers. The new software also allows for music or advertisements to be played to callers in queue and provides multiple options for callers to exit the queue, such as leaving a voice mail or call-back number.

Slated for availability in September, licenses for Advanced ACD are priced at about $500 per seat.