Zylinc Novus feature overview
In the table below you can see an overview of all the features available in Novus at the moment.
The table was last updated on: 17/06/2021.
| Area | Feature | Description |
|---|---|---|
| Agent types | Web-based agent | Browser based UI with built-in softphone |
| Mobile agent | Work as agent/receptionist from anywhere | |
| Simple agent | Join queues with any number you want | |
| Call handling | Answer/hang-up | Answer and hang-up by mouse or shortcut |
| Park | Park calls and withdraw them at any time | |
| Transfer | Transfer calls both blind and assisted | |
| Camp on busy | Call waits until employee becomes available | |
| Shortcuts | Use shortcuts for efficient call handling | |
| Search | All available employee data | Search for all names, numbers, emails, titles etc. |
| Tags and keywords | Search for tags and keywords | |
| Departments and responsibilities | Search for departments and responsibilities | |
| Agent support | Queue overview | See amount and wait time on all queues |
| Agent overview | See status on other agents | |
| Call list | List of calls currently in queue | |
| Caller history | List off caller’s previous calls | |
| CRM/URL look-up | Manual/automatic pop of 3. party cloud system | |
| Presence | Microsoft Teams | Presence state from Microsoft Teams |
| Cisco BroadWorks | Presence state from Cisco BroadWorks | |
| Mobile phone | Line state from mobile operator | |
| Calendar | Availability information from MS Exchange | |
| Presence indicator on all above | Red/green indicator for each device | |
| Unified presence for all above | Consolidated presence on devices | |
| 3. party integrations | Microsoft 365/O365 via Graph | Sync with Microsoft applications via Graph |
| - Active Directory | Sync users and user/employee data | |
| - Exchange | Sync calendar information | |
| - Teams | Sync Teams presence state | |
| Office Hoteling | Sync with multiple of the above on a single tenant | |
| CSV file | Sync with CVS file on network/cloud drive | |
| IVR and ACD | Unlimited queues | Create as many queues as you want |
| Unlimited IVR menus | Build all the IVR menus you want | |
| IVR builder | Easily build your IVR with simple actions | |
| Standby agent | Define who is to take over when no primary agents | |
| Multiple languages | 11 languages supported in IVR/queue announcements | |
| Call back from queue | Allow customers to be called back when it’s their turn | |
| Statistics | Call log | List of incoming, answered and unanswered calls |
| Overall metrics | Overall performance, answer rates, wait times etc. | |
| Queue metrics | Performance, answer rates, wait times per queue | |
| General | User-friendly interface | Intuitive and easy to learn interface |
| built-in softphone in web-agent | WebRTC softphone integrated, just needs a headset | |
| WebHID support | Generic support for many headsets in Chrome Browser |