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====== 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 Permissions * 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     * SIP trunk     * IAX trunk   * Network extension   * Outside 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 .   * Configuration Templates     * The system supports SIP configuration templates that you can easily use the batch modify extension and trunk parameters.   * Board support     * E1/T1 card     * Analog board   * 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 .   * 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 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 .   * DID grouping   * 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   * Inbound Routes     * System support DID routing , relay routing , caller ID routing , as well as combinations of the above conditions     * Press the Caller ID routing attribution       * 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 .   * Ring Groups   * By the time routing   * Call records   * 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.   * Voice Mail   * Voice Message   * Call Transfer   * Call Responder   * Call whitelist   * Call Park   * Call Blacklist   * 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.   * 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 with the road     * Support for sip refer Adapter   * BLF Support   * Outbound billing     * Support three rates : System rates , team rates , user rates   * Finance bill     * Supports three automated billing : billing system , team bills, user billing   * Electronic fax   * Wait for music   * Multi- language support   * System Menu Management   * System Hotkeys Manager     * The system provides a wealth of hot keys for easy seating is available for phone users       * Call Transfer       * Consultation Transfer       * Consulting seats       * Consultation Outside       * Call Park       * Call then grab       * Report of the machine number       * Telephone recording       * Seats checked       * Check out seats       * DND activation and deactivation       * Switch to the normal call mode       * Switch to exhale mode only       * Switch to an incoming call mode only       * Ignore the ban Tips       * My voicemail       * Log voicemail       * Call Transfer       * Busy       * Unreachable transfer       * No reply       * Cancel all forwarding   * 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 seating group's work , including agent status ( checked in , idle , ringing , call, pause, then later ) as well as customer wait situation     * The interface can perform the following operations       * Modify seats call mode ( only outgoing / incoming calls only / all )       * Modify the seats , then after mode ( after words ringing / call , then after / disable )       * Mandatory check out       * Forced to idle       * Mandatory busied     * When the seat during a call , the call agent can perform the following actions Leader       * Override       * Intercept       * Demolitions       * Passphrase   * Real-time online seat   * Real-time online account   * Real-time relay usage   * Real-time agent status   * Click to Call   * Click on the Send SMS   * Click on the Send Mail   * Seats ratings   * Call panel     * Call panel can display the current seat seat maintenance calls and calls   * Call on Hold   * Call Advisory   * Call Transfer   * Conference call     * Seats during a call can always invite new number to call, seats at the interface can invite up to 12 parties in the unification of a call.   * Seat suspension     * By using the pause function , the system can better statistical agent behavior .   * Static seat     * For the agent group , agents need to check in order to work properly   * Dynamic seats     * For the agent group , agent automatically checked in and remain in that state   * Online seating     * For the change agent group , agents need to login through a browser interface seats checked in order to work , when the seat close asterCC seat interface, seats will be automatically checked out, such a seat for applications requiring a browser to read or edit customer data case .   * Offline seats     * For the agent group , agent checked in by phone , and seats will not turn off while the agent interface is checked out   * Outside seating     * You can use the agent to accept system call ordinary telephone numbers .   * Multi- group check-in     * Seat can belong to multiple seating groups , and in different seating group can set different dynamic / static as well as online / offline mode   * Multiple call mode     * Inbound and outbound     * Only incoming     * Only exhaled   * A variety of words after the mode, each seating group can be set to the words of the agent group mode     * After ringing words     * Should answer after     * If disabled after   * Seating schedule reminders   * Automatic data backup   * Recording automatically cleared   * A variety of recording formats   * SMS Templates   * E-mail Templates   * Short Message   * Email blasts   * Custom numbers show rules   * No attribution management   * Seat suspended because management   * Internal news   * System Report   * Queue ( ACD )     * A variety of allocation strategies     * Wait for voice broadcast location     * VIP customers queuing   * Network Callback     * Interface provided by the system , the user can through various channels to collect user callback request , the system will pop up and then by the seat 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   * With the way data     * Seat bench 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 Interface     * 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   * On Hook 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