Optimizing call processing
Each call has an icon showing its status and background color showing its processing priority.
For each call on hold, the duration is shown and turns to red when a configurable value is reached.
Callers are identified from directories and shown in bold when found in a local directory. Anonymous calls can be edited by the operator once callers have introduced themselves.
The operator can quickly pick up incoming calls, put them on/off hold, initiate unattended transfers or call users and initiate attended transfers.
Transfers can be initiated through a contextual menu, using configurable keyboard shortcuts or using intuitive drag and drop.
Managing call overflow
After a configurable delay, incoming ringing calls can be automatically forwarded to another operator, diverted to voicemail or answered and put on hold.
The number of concurrent incoming calls can also be limited by the operator, extra calls are either forwarded to another operator or diverted to voicemail.
When multiple companies, sites or departments lines are diverted to the application, the corresponding line number and name is shown in the "To" field of the call list.
The operator knows before answering a call which company, site or department is called.
Each directory can be linked to a line, when the operator picks up a call destined to this line the directory becomes the front directory on his screen.
A greeting sentence can be added to the linked directory, this sentence will also be displayed in the "To" field of the call list to let the operator read it before picking up the call and pronounce it afterwards.
Our application provides a CRM dedicated web browser window which can display any web based CRM.
The URL to the CRM can be set up with parameters that are automatically filled with the incoming call information to direcly show the caller record.