call center feature list
asterCC Commercial version is a powerful system, flexible configuration provides a way to fit different business. Overall, the system is divided into three parts
- PBX functions, the telephone system, we also put the role and privilege in to this part.
- Call center functions, also called CTI functions, it provides for the agent and agent group configuration, call events and API so business module can call. This “Business modules” can be built-in module system can also be a third-party system(sugarcrm, vtigercrm, kayako, etc.).
- Business moduls, popular understanding can be understood as CRM functionality for different business, the system provides a variety of business functions modules, some can also be used in combination, for example, the campaign often associated with outbound predictive dialer module.
The following lists the common features and system features, if not listed here the features you want, please send an e-mail consultation.
PBX features
Multi-user
Can be understood as a system of services for enterprises independently of each other , this feature is commonly used in the hosted call center. In asterCC commercial version of the call center system, each team can be understood as a separate enterprise .
Roles and privilege
This function is used to control authority , the general call center roles including administrators , operations, quality control, team leader , agent . Each character will have different permissions , the system supports the role set to set different permissions ( add, edit, view , delete, and export ) and scope ( the entire team , an agent group and the users themselves ) .
Batch Configuration
VoIP trunk
Network extension
External Extension
External extension refers to a phone number can be configured to use as an internal extension , the extension should be noted that such a system can only receive calls , but can not initiate a call to the system .
Configuration Templates
Card support
Call group
Is the account group or profile , the system allows the grouping of different accounts and correspond to different trunk groups , such as a company 's sales department can dial any area of the phone, and human resources can only be local calls .
Trunk Group
The system allows multiple trunks to be configured into trunk groups, each trunk group can have a corresponding outbound routing rules , and limited trunk group also supports sequential , and random use of polling using three strategies .
The system supports automatic disabling trunk, for example, when a trunk call five consecutive number fails, the system will automatically disable this trunk, and send e-mail alert to the administrator. In the trunk group to use this feature ensures that the system services are not interrupted , when a trunk is not available , the system will automatically avoid to use this trunk.
DID grouping
Outbound Routing
Most of the trunk group call routing to use ( because it involves multiple trunk routing ) , the system supports prefix length matching , matching the success of the trunk can also be used to remove and add the prefix
Inbound Routes
System support DID routing , trunk routing , caller ID routing , as well as combinations of the above conditions
the Caller ID attribution routing
When you configure a callerid attribution surface after routing incoming caller ID can be selected according to the routing , while matching the input name attribution , attribution when the calling number and the number of prefix matching , it can be routed to where you want to the object. This feature is commonly used in relatively large call centers , for different area customers have special agent group deal with the situation.
Ringing Groups
Timecondition routing
Call Decords Detail
Call Recording
Voice Mail
Voice Message
Call Transfer
Call Forware
Call whitelist
Call Parking
Call Blacklist
Outbound Caller ID restriction
Conference Call
IVR voice menu : astercc the IVR only meet common needs of SMEs can also implement complex process design or integrate with other systems (avaya, Huawei , etc. )
Support Webservice integration, through webservice, can realize functions such tts and asr
Support for single-node multi-action
Support for numeric and string operations
Support for sending DTMF
Support for user-to-user data
Support for sip refer
Support TTS (Text to speech)
BLF Support
Outbound billing
Finance bill
Fax
Music On Hold
Multi- language support
System Menu Management
System Hotkeys Manager
Module Installation and Upgrade
Call center features
Real-time monitoring
Provided by the system monitoring page , you can see the different agent group's status, including agent status ( checked in , idle , ringing , call, pause, acw ) as well as customer wait situation
The interface can perform the following operations
Modify agent call mode ( only outgoing / incoming calls only / all )
Modify the agent , then after mode ( after words ringing / call , then after / disable )
Force to check out
Force to idle
Force to pause
When the agent is in a call, the group admin can perform the following actions
barge-in
spy
intercept
hangup
whisper
Real-time online agents
Real-time online account
Real-time trunk status
Real-time agent status
Click to call
Click to send SMS
Click to send Mail
Agent ratings
Call panel
Music on hold
Call Consult
Call Transfer
Conference call
Agent pause
Static agent
Dynamic agent
Online agent
For the change agent group , agents need to login through a browser interface agent checked in order to work , when the agent close agent portal, agent will be automatically checked out, it's usually used when a agent need use a browser to read or edit customer data.
Offline agent
Outside agent
Multi-group check-in
Multiple call mode
Inbound and outbound
Only incoming
Only outgoing
A variety of ACW mode, agent could have different ACW mode for different agent group
Ringing ACW
Answer ACW
Disabled
Agent calendar reminders
Automatic data backup
Recording automatically cleared
A variety of recording formats
SMS Templates
E-mail Templates
SMS blasts
Email blasts
Custom numbers format rules
CallerID attribution management
Agent pasuse reason management
Internal messages
System Report
Queue ( ACD )
Network Callback
API provided by the system , the user can through various channels to collect user callback request , the system will pop up a call back request and then by the agent callbacks.
Map Support
Agents receive calls without geographical restrictions and network
On-channel data
Agent portal receives a call request, the same will be displayed on the Caller ID information, such as calling number, called number , the queue name and other data.
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Business functions
Campaign
Caller ID based on campaign or agent
Customer Package: each campaign could use an individual customer package, it also supports to use a “main table”
Agengt and customer records: each campaign could be configered as agent obtain customer record by click a button, or assiged by supervisor
Agent Fields: to config what customer information could be seen by agent, we can also config it as readonly.
Management Fields: to config what customer information could be seen by user, in the mean time, it's used to set what fields will be exported.
The dialing mode based on campaign
Pre-dective dialer: system will dial the customer in dial list first, when customer answered, it will transfer the call to a system object (usually it's IVR or queue)
Preview dialer: agent need open customer and click manually
Automatic dialer: when agent click “start work”, system will open a customer and dial, when a call is hangup, system will count down and dial next one automaticly.
Call the result: admin could have custom call result, for global or individual campaign. System provides a default DNC call result, which will put customer number to do not call list.
Working time setting
Custom popup link
Dial Mode Selection
Do not call list
Agent success rate ranked
Hide customer contact
Data Monitor
Separated call records
On Hook Email: when customer hangup from the system, system could set to send a email to this customer automaticly
On Hook SMS: same as on hook email, it can also send a sms
Automatic customer records assign
Manual customer records assign
Data Import
Data recycle
Duplicated data check
Automatic data recycle
Quality control
Custom Fields
Custom popup link
CallerID attribution
Callback task reminders
Auto Report
Missed call management
Knowledge Base
Task Manager
Survey
Report for different business report
Work Order
Product Management
Order Management
Multiple tasks in e-commerce
Customer Tags
Organization and individual customers
Customer main table and sub-tables
Agent calendar
Customer calendar