The Remote Agent Manager (RAM) by Syngistics Telephony Systems, LLC is a PC based system that allows virtually any
standard PBX/ACD to support home agents or virtual off premise extensions without the need for special hardware.

The system operates in the following manner:

For each agent supported, two analog extensions are required. The first analog extension connects into the ACD.
The second analog extension is used to connect with the home agent.
The system administrator creates and maintains work schedules for the home agents.
When an agent’s schedule becomes active, the RAM system will go off hook on the ACD analog extension and logon
to the ACD using DTMF digits or CTI if available.
Once the agent is logged into the ACD, the ACD will begin sending calls to the analog extension into the RAM.
When the RAM receives notification of an incoming call to the ACD agent because the extension is ringing,
the RAM will initiate a call or play an incomming call  voice alert message to the home agent if dialed into the pabx.
The incoming ACD call is NOT answered, until the home agent answers the phone.
If the home agent does not answer the phone, the ACD will time-out and send the call to the next available agent.
The home agent answers the phone, the incoming ACD call will be answered and the two phone calls will be connected
to allow the home agent to communicate with the incoming caller.
 
If

 Runtime Statistics

RAM keeps track of the following information related to each schedule session:

Number of ACD calls offered
Number of calls Answered by the home agent
Number of Busy signals encountered while offering a call to the home agent
Number of No Answers encountered while offering a call to the home agent
Number of Operator Intercept and Other signals encountered while offering a call to the home agent

Schedules

RAM supports the ability for the system administrator to maintain schedules by the following:

By Date
By Agent

Each schedule includes the following:

Agent
Start Date and Time
End Date and Time

System Features

System Requirements

PBX With Analog Extensions
Analog Extensions Supported in ACD with DTMF Login & Logout.  ( Remote Agents can access PBX features )