PCS White Paper

PCS PowerCall

Maximizing

Product Summary

  • Enhanced Operator Console built on top of the RingCentral Unified Communications platform.

Product Description

Enhanced Call Control

  • Incoming Call Priority: Place a second call on hold without interrupting a first call already in progress.
  • Drag and Drop Conference: Create ad- hoc conferences and control the time the conference begins.
  • Drag and Drop Transfer: Send an active call to an agent by transferring, parking, or sending it directly to their voicemail.
  • Park Calls: Park calls in agent’s queue.
  • Return Calls: An unanswered call transfer to an available agent will call back to the original agent indicating it is a returned call.
  • Interoperability: Interoperability of call control of the desk phone and the PowerCall app.

Increased Productivity

  • Quick Dial: Quick Dial window shows real time phone number search matches.
  • Directory Search: Search different sites by department, title, first name, last name, city, and state.
  • Custom Views: Custom data views with snap-in-place preferred window placement, selected columns shown, and individual tab resizing.
  • History: Call history view.
  • Camping: Camp on an agent to be notified when the agent becomes available.
  • Custom Statuses: Set agent availability from the default or custom list and the agent status will automatically change based on the call status.

Product Requirements

  • RingCentral MVP

PCS PowerCall Example Screens