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en:astercc_call_center_quick_feature_list [2013/11/09 22:42] solo [PBX features] |
en:astercc_call_center_quick_feature_list [2017/12/12 03:05] (current) |
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| * Multi-user | * 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 . | * 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 Permissions | + | * 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 ) . | * 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 | * Batch Configuration | ||
| * VoIP trunk | * VoIP trunk | ||
| - | * SIP trunk | + | * SIP trunk |
| - | * IAX trunk | + | * IAX trunk |
| - | * Network extension | + | * Network extension |
| - | * Outside Extension | + | * External Extension |
| - | * Outside 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 . | + | * 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 | + | * Configuration Templates |
| - | * The system supports SIP configuration templates that you can easily use the batch modify extension and trunk parameters. | + | * The system supports configuration templates that you can easily use the batch modify extension and trunk parameters. |
| - | * Board support | + | * Card support |
| - | * E1/T1 card | + | * E1/T1 card |
| - | * Analog board | + | * Analog board |
| - | * Call group | + | * Call group |
| - | * Is the account group , 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 . | + | * 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 | + | * Trunk Group |
| - | * The system allows multiple relay edited 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 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 relay , for example, when a trunk call five consecutive number fails, the system will automatically disable this relay to state, 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 relay is not available , the system will automatically switch to the other relay is disabled . | + | * 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 | + | * DID grouping |
| - | * Outbound Routing | + | * Outbound Routing |
| - | * Most of the relay group call routing to use ( because it involves multiple relay routing ) , the system supports prefix length matching , matching the success of the relay can also be used to remove and add the prefix | + | * 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 | + | * Inbound Routes |
| - | * System support DID routing , relay routing , caller ID routing , as well as combinations of the above conditions | + | * System support DID routing , trunk routing , caller ID routing , as well as combinations of the above conditions |
| - | * Press the Caller ID routing attribution | + | * the Caller ID attribution routing |
| - | * When you configure a number 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 attribution customers have special seating group deal with the situation . | + | * 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. |
| - | * Ring Groups | + | * Ringing Groups |
| - | * By the time routing | + | * Timecondition routing |
| - | * Call records | + | * Call Decords Detail |
| - | * Call Recording | + | * Call Recording |
| - | * System support wav format or mp3 format recording, the recording quality for the requirements of the user can select wav format, for space-conscious customers can choose to mp3 format. | + | * System support wav format recording, the recording quality for the requirements of the user can select wav format. |
| - | * Voice Mail | + | * Voice Mail |
| - | * Voice Message | + | * Voice Message |
| - | * Call Transfer | + | * Call Transfer |
| - | * Call Responder | + | * Call Forware |
| - | * Call whitelist | + | * Call whitelist |
| - | * Call Park | + | * Call Parking |
| - | * Call Blacklist | + | * Call Blacklist |
| - | * Outbound Caller ID restriction | + | * Outbound Caller ID restriction |
| - | * Outbound Caller ID by setting limits , the system can limit the system user to set the calling number , to prevent unauthorized calls. | + | * Outbound Caller ID by agent limits , the system can limit the system user to set the calling number , to prevent unauthorized calls. |
| - | * Conference Call | + | * 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. ) | + | * 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 Webservice integration, through webservice, can realize functions such tts and asr |
| - | * Support for single-node multi-action | + | * Support for single-node multi-action |
| - | * Support for numeric and string operations | + | * Support for numeric and string operations |
| - | * Support for sending DTMF | + | * Support for sending DTMF |
| - | * Support for user-to-user data with the road | + | * Support for user-to-user data |
| - | * Support for sip refer Adapter | + | * Support for sip refer |
| - | * BLF Support | + | * Support TTS (Text to speech) |
| - | * Outbound billing | + | * BLF Support |
| - | * Support three rates : System rates , team rates , user rates | + | * Outbound billing |
| - | * Finance bill | + | * Support three rates : System rates , team rates , user rates |
| - | * Supports three automated billing : billing system , team bills, user billing | + | * Finance bill |
| - | * Electronic fax | + | * Supports three automated billing : billing system , team bills, user billing |
| - | * Wait for music | + | * Fax |
| - | * Multi- language support | + | * Music On Hold |
| - | * System Menu Management | + | * Multi- language support |
| - | * System Hotkeys Manager | + | * System Menu Management |
| - | * The system provides a wealth of hot keys for easy seating is available for phone users | + | * System Hotkeys Manager |
| - | * Call Transfer | + | * The system provides a wealth of hot keys for agents who would not use portal |
| - | * Consultation Transfer | + | * Call Transfer |
| - | * Consulting seats | + | * Attend-transfer |
| - | * Consultation Outside | + | * Consulting agent |
| - | * Call Park | + | * Consultation external number |
| - | * Call then grab | + | * Call Parking |
| - | * Report of the machine number | + | * Call pickup |
| - | * Telephone recording | + | * Report of the extension number |
| - | * Seats checked | + | * Recording |
| - | * Check out seats | + | * agent check-in |
| - | * DND activation and deactivation | + | * agent check-out |
| - | * Switch to the normal call mode | + | * DND activation and deactivation |
| - | * Switch to exhale mode only | + | * Switch to the normal call mode |
| - | * Switch to an incoming call mode only | + | * Switch to outbound mode only |
| - | * Ignore the ban Tips | + | * Switch to inbound call mode only |
| - | * My voicemail | + | * Ignore the DNC |
| - | * Log voicemail | + | * My voicemail |
| - | * Call Transfer | + | * Log voicemail |
| - | * Busy | + | * Call forward |
| - | * Unreachable transfer | + | * Call forward when busy |
| - | * No reply | + | * Call forward when unavailable |
| - | * Cancel all forwarding | + | * Call forward when no answer |
| - | * Module Installation and Upgrade | + | * Cancel all forwarding |
| - | * The majority of cases , the system administrator can click on the page button to complete the installation and upgrade modules | + | * Module Installation and Upgrade |
| + | * The majority of cases , the system administrator can click on the page button to complete the installation and upgrade modules | ||
| + | ===== 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 | ||
| + | * Call panel can display the current agent, and the call the agent maintenance | ||
| + | * Music on hold | ||
| + | * Call Consult | ||
| + | * Call Transfer | ||
| + | * Conference call | ||
| + | * agent during a call can always invite new number to call, on the portal, agent can invite up to 12 parties in to a conference call. | ||
| + | * Agent pause | ||
| + | * By using the pause function , the system can better statistical agent behavior . | ||
| + | * Static agent | ||
| + | * For the agent group , agents need to check in order to work properly | ||
| + | * Dynamic agent | ||
| + | * For the agent group , agent automatically checked in and remain in that state | ||
| + | * 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 | ||
| + | * For the agent group , agent checked in by phone , and agent will not be checked off even the agent portal is closed. | ||
| + | * Outside agent | ||
| + | * Agent could use any phone number to recevie a call from the system | ||
| + | * Multi-group check-in | ||
| + | * Agent can belong to multiple agent groups , and in different agent group can set different dynamic / static as well as online / offline mode | ||
| + | * 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 ) | ||
| + | * A variety of ring strategy | ||
| + | * Queue location indicater | ||
| + | * VIP customers queuing | ||
| + | * 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 | ||
| + | * Through integration with google maps , the system provides a quick way to display address , enter the address of the user agent then click on the map icon on the map shows the location of the. | ||
| + | * 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. | ||
| + | * Call Recording API | ||
| + | * System allows third-party system through the call identifier string for recording storage address . | ||
| + | ===== 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 | ||
| + | * Upload files to import data | ||
| + | * API to import data | ||
| + | * Data Dictionary | ||
| + | * 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 | ||
| + | * Agents Survey | ||
| + | * Voice Survey | ||
| + | * Templates support | ||
| + | * Quota support | ||
| + | * Survey distribution statistics | ||
| + | * Export results of the Survey | ||
| + | * SPSS format | ||
| + | * CSV format | ||
| + | * 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 | ||
