NextOS Call Center/Call Queuing Features and Licensing
Article 000001365 · Updated Jun 19, 2025 · 17,285 views
Call centers allow for a large volume of calls to be placed into a queue to be answered by agents when they become available. The table below shows the features included in each license type.
| Call Center Features | |||||
|---|---|---|---|---|---|
| Feature Description | License Type | ||||
| Call Queueing | Call Center Pro | Call Center Enterprise | Power Suite | ||
| Queue Length | The number of calls in a queue before overflowing | 25 Calls | 50 Calls | 525 Calls | 525 Calls |
| Music on Hold | Play music or other audio file while customers wait to speak to an agent | ✔ | ✔ | ✔ | ✔ |
| Agent Join/Leave | Agents can join or leave the queue through their user portal | ✔ | ✔ | ✔ | ✔ |
| ACD States | Agents can set themselves to available or custom busy states to tell the system they are ready to take calls | ✔ | ✔ | ✔ | |
| Announcements | Play messages before a caller enters the queue or while callers are in a queue | ✔ | ✔ | ✔ | ✔ |
| Whisper Message | Play a message to an agent before they speak with the customer | ✔ | ✔ | ||
| Escape Options | Callers can press a key to escape out of the queue. Can route to voicemail or if supported request a callback. | ✔ | ✔ | ✔ | ✔ |
| ACD Callback | Callers can request an agent call them back when an agent becomes available | Add-on | Add-on | Add-on | |
| Advanced IVR | Utilize advanced data handling to allow more sophisticated call routing, such as having a caller enter their zip code to route to a local team | Add-on | Add-on | ||
| Call Overflow | Send calls to a different destination, such as voicemail or an answering service when the queue is full or after a specific period of time. | ✔ | ✔ | ✔ | ✔ |
| Priority Call Routing | Allow calls in queue to be answered first, regardless of wait time | ✔ | ✔ | ||
| Agent Skill Level | Set skill levels for agents so that more skilled agents are presented with calls first. | ✔ | ✔ | ||
| Stranded Call Management | Re-route calls to another destination, such as an answering service, when all agents are signed out or unavailable. | ✔ | ✔ | ✔ | |
| Agent Monitoring | Allow supervisors to monitor agent status in real time | ✔** | ✔** | ✔** | |
| Silent Monitoring | Supervisors can listen to an agent's call without the agent or customer being aware the call is being monitored. | ✔* | ✔* | ✔ | |
| Agent Coaching | Supervisors can listen to an agent's call and speak to ONLY the agent without the customer being aware the supervisor is on the call. | ✔ | ✔ | ||
| Supervisor Agent Management | Change an agent's ACD status and manage the agent's active queues. | ✔ | ✔ | ✔ | |
| Queue Monitoring | Allow supervisors to monitor queue status in real time | ✔** | ✔** | ✔** | |
| Reporting | Run reports on agent and queue activity. | ✔ | ✔ | ✔ | |
| Dashboards | Live data about agent and queue status | ✔** | ✔** | ✔** |
* Requires the supervisor to have an enterprise user license
** Additional licensing required
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