Officials with hosted PBX vendor ConnectMeVoice say they have a new feature they will soon release, which they say offers “true ACD calling features.”

Preliminary reports say the features in the new hosted PBX (News - Alert) product will include the ability to choose between rotational, sequential, most idle and skills based routing.

Also, each agent can be logged in or out of the queue, or the administrator can log agents in and out.

Company officials say the hosted PBX administrator can also monitor for active and busy agents, and call queue timeouts can be set, so that the caller will automatically either be sent to a voicemail or to another queue after a specified period of time on hold.

The hosted PBX system, “will allow for callers can be routed to the best queue for the specified skill type,” company officials explain, and then overflow to other queues if need be, using skills-based routing:

“For example, if they select sales, and the queue times out for sales, the system can automatically switch to a service queue to get the call answered.”

Enhanced reporting will provide total time on calls, average call time, average hold time and reports for the agents in text and graph form, company officials say, “all in addition to the company’s call recording, which can help monitor the call center’s effectiveness.”

Earlier this month, TMCnet reported that Hertford, North Carolina- based Internet phone system provider Trellis Network Services wanted to switch to VoIP from a traditional phone service, and partnered with ConnectMeVoice to offer customers VoIP service “with all the features and functionalities” formerly the province of larger businesses.

According to officials with Trellis, not only does the company use all of ConnectMeVoice’s services including hosted PBX, 800 number, inbound and outbound fax, auto attendant and more, “but is also a volume buyer -- so they can extend price incentives to clients as well.”

For more, check out the Hosted PBX channel on TMCnet.