MRCTELECOM

Feature guide

Feature	Description
Call recording	Available on most Myriad call routing options (including Conference and Queue), call recordings are delivered via email in MP3, WMA or WAV format, mute or record the call On Demand to ensure that sensitive information isn’t stored on the call recording (not available on conference call recording).
Call Whisper	The receiving party is presented with custom audio when they answer the phone, they can then answer the call appropriately based on what they hear (e.g. for agents answering multiple calls for different organisations).
Conference	Create a conference service without the need for rooms and PINs, option to add a Conference Host, configure the maximum number of callers, create custom rooms (with room ID only, PIN only or both, configurable music on hold (6 choices), Conference call can be recorded, default conference audio announcements can be replaced with custom audio, record name feature, roll call feature.
Distribution	Call flow can be controlled based on Round Robin, Random, Bounce or Percentage distribution.
Email	Ability to send email messages to a maximum of 10 email addresses where permitted in the call flow (including Missed Call Alerts, Call Recording and Voicemail files, Faxes), customise setting for each email (Subject, Body, From etc.)
Fax to email	Received faxes can be delivered via email with customised settings (Subject, Body, From etc.), Fax can be delivered in TIFF or PDF file format.
IVR	Ability to create single key multi-level Interactive Voice Response menu systems, deliver options to destinations, choose from a variety of call distribution options, deliver calls to voicemail and configure time, day and date settings.
Mid Call Divert/ Mid Call Conference	Mid Call Divert (MCD) feature allows the party receiving the call (A-party) to forward the caller (B-party) onto a third party (C-party), set up 3 digit speed dial numbers for MCD; Mid Call Conference (MCC) works in a similar way to MCD, except it allows all three parties (A, B and C) to converse simultaneously.

Feature	Description
CLI Routing	Route call based on a caller’s CLI (telephone number) or telephone keypad input, use default or customised audio to collect digits using telephone keypad, configure the match type based on either most matching digits or exact.
Custom CDR	Allows real-time call data records (CDR) to be generated at any point in a call flow, including specific custom CDR data. CDR data is available to API customers only.
DCA	Myriad Dynamic Call Agent (DCA) is a simple solution to manage inbound calls quickly and effectively by creating agents and skillsets. The agents simply sign in/out to manage calls, which are distributed to the skillsets to allow enhanced distribution and call management with minimal effort.
DTMF capture	Collect digits entered using the telephone keypad to control what happens next in the call flow (when combined with other features such as Send Post).
IF	Control your call flow based on testing the value of a custom service variable using logical operators e.g. Greater than, Less than, Equal to.
Outbound call	Allows the calling party to key in a destination to be connected to, optional PIN Protection Control of permitted destinations (Landline, Mobile, International), calls can be recorded, default audio announcements can be replaced with customised audio.
Post call	Allows activity to continue on the call for either the calling party or receiving party after the other has hung up (e.g. to perform a feedback survey).
Record audio	Allows callers to record a new audio file or update an existing audio file which can be used within a call flow; this is an excellent alternative to users recording audio using another programme and then logging in to the platform to upload that audio.
Send post	Ability to send and receive HTTP posts within the call flow. The query string can be constructed using Literal Values, Service Variables and Custom Service Variables.
Set variable	Used to update the value of a custom service variable, this is one of the more advanced features of the platform which allows the creation of truly unique services.
Time of day	This node combines the functionality of using several separate time and day nodes to allow as many time and day parameters as you require to be checked in one simple step.
Voice Capture	Capture separate pieces of audio recordings during a call and receive them as a single audio file for playback via email, FTP or API download.