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| en:astercc_call_center_quick_feature_list [2013/11/09 23:12] – [Call center features] solo | en:astercc_call_center_quick_feature_list [2015/11/30 04:37] (current) – [PBX features] liuxl | ||
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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 | + | |
| - | * IAX trunk | + | * IAX trunk |
| - | * Network extension | + | * Network extension |
| - | * Outside | + | * External |
| - | * Outside | + | * External |
| - | * Configuration Templates | + | * Configuration Templates |
| - | * The system supports | + | * 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 |
| - | * Trunk Group | + | * Trunk Group |
| - | * The system allows multiple | + | * The system allows multiple |
| - | * The system supports automatic disabling | + | * The system supports automatic disabling |
| - | * DID grouping | + | * DID grouping |
| - | * Outbound Routing | + | * Outbound Routing |
| - | * Most of the relay group call routing to use ( because it involves multiple | + | * Most of the trunk group call routing to use ( because it involves multiple |
| - | * 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 | + | * the Caller ID attribution |
| - | * When you configure a number | + | * When you configure a callerid |
| - | * Ring Groups | + | * Ringing |
| - | * By the time routing | + | * Timecondition |
| - | * 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 | + | * 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, | + | * Support Webservice integration, |
| - | * 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 | + | |
| - | * 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 | + | * Attend-transfer |
| - | * Consultation | + | * Consulting |
| - | * Call Park | + | * Consultation |
| - | * Call then grab | + | * Call Parking |
| - | * Report of the machine | + | * Call pickup |
| - | * Telephone recording | + | * Report of the extension |
| - | * 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 | + | * Switch to the normal call mode |
| - | * Switch to an incoming | + | * Switch to outbound |
| - | * Ignore the ban Tips | + | * Switch to inbound |
| - | * 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 ===== | ===== Call center features ===== | ||
| * Real-time monitoring | * Real-time monitoring | ||
| Line 99: | Line 100: | ||
| * Modify agent call mode ( only outgoing / incoming calls only / all ) | * Modify agent call mode ( only outgoing / incoming calls only / all ) | ||
| * Modify the agent , then after mode ( after words ringing / call , then after / disable ) | * Modify the agent , then after mode ( after words ringing / call , then after / disable ) | ||
| - | | + | |
| - | | + | * Force to idle |
| - | | + | * Force to pause |
| - | * When the seat during | + | * When the agent is in a call, the group admin can perform the following actions |
| - | | + | * barge-in |
| - | | + | |
| - | | + | * intercept |
| - | | + | * hangup |
| - | * Real-time online | + | * whisper |
| + | * Real-time online | ||
| * Real-time online account | * Real-time online account | ||
| - | * Real-time | + | * Real-time |
| * Real-time agent status | * Real-time agent status | ||
| - | * Click to Call | + | * Click to call |
| - | * Click on the Send SMS | + | * Click to send SMS |
| - | * Click on the Send Mail | + | * Click to send Mail |
| - | * agent ratings | + | * Agent ratings |
| * Call panel | * Call panel | ||
| - | * Call panel can display the current | + | * Call panel can display the current |
| - | * Call on Hold | + | * Music on hold |
| - | * Call Advisory | + | * Call Consult |
| * Call Transfer | * Call Transfer | ||
| * Conference call | * Conference call | ||
| - | * agent during a call can always invite new number to call, agent at the interface | + | * 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 |
| - | * Seat suspension | + | * Agent pause |
| * By using the pause function , the system can better statistical agent behavior . | * By using the pause function , the system can better statistical agent behavior . | ||
| - | * Static | + | * Static |
| * For the agent group , agents need to check in order to work properly | * For the agent group , agents need to check in order to work properly | ||
| * Dynamic agent | * Dynamic agent | ||
| * For the agent group , agent automatically checked in and remain in that state | * For the agent group , agent automatically checked in and remain in that state | ||
| - | * Online | + | * Online |
| - | * For the change agent group , agents need to login through a browser interface agent checked in order to work , when the seat close asterCC seat interface, agent will be automatically checked out, such a seat for applications requiring | + | * 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 | * Offline agent | ||
| - | * For the agent group , agent checked in by phone , and agent will not turn off while the agent interface | + | * For the agent group , agent checked in by phone , and agent will not be checked |
| - | * Outside | + | * Outside |
| - | * You can use the agent to accept system | + | * Agent could use any phone number |
| - | * Multi- group check-in | + | * Multi-group check-in |
| - | * Seat can belong to multiple | + | * Agent can belong to multiple |
| * Multiple call mode | * Multiple call mode | ||
| * Inbound and outbound | * Inbound and outbound | ||
| * Only incoming | * Only incoming | ||
| - | * Only exhaled | + | * Only outgoing |
| - | * A variety of words after the mode, each seating group can be set to the words of the agent group mode | + | * A variety of ACW mode, agent could have different ACW mode for different |
| - | * After ringing words | + | * Ringing ACW |
| - | * Should answer after | + | * Answer ACW |
| - | * If disabled after | + | * Disabled |
| - | * Seating schedule | + | * Agent calendar |
| * Automatic data backup | * Automatic data backup | ||
| * Recording automatically cleared | * Recording automatically cleared | ||
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| * SMS Templates | * SMS Templates | ||
| * E-mail Templates | * E-mail Templates | ||
| - | * Short Message | + | * SMS blasts |
| * Email blasts | * Email blasts | ||
| - | * Custom numbers | + | * Custom numbers |
| - | * No attribution management | + | * CallerID |
| - | * Seat suspended because | + | * Agent pasuse reason |
| - | * Internal | + | * Internal |
| * System Report | * System Report | ||
| * Queue ( ACD ) | * Queue ( ACD ) | ||
| - | * A variety of allocation strategies | + | * A variety of ring strategy |
| - | * Wait for voice broadcast | + | * Queue location |
| * VIP customers queuing | * VIP customers queuing | ||
| * Network Callback | * Network Callback | ||
| - | * Interface | + | * 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 |
| * Map Support | * 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. | * 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 | * Agents receive calls without geographical restrictions and network | ||
| - | * With the way data | + | * On-channel |
| - | * Seat bench receives a call request, the same will be displayed on the Caller ID information, | + | * Agent portal |
| - | * Call Recording | + | * Call Recording |
| * System allows third-party system through the call identifier string for recording storage address . | * System allows third-party system through the call identifier string for recording storage address . | ||
| ===== Business functions ===== | ===== Business functions ===== | ||
