Elements of call stream:
My numbers – numbers for incoming calls, which can receive calls from any phone number/telecommunications provider
Call to phone – call forwarding to any phone number. By pressing the element, a menu can be opened, where the number to which the call is to be forwarded should be provided.
Call to SIP – call forwarding to an internal phone number (SIP).By pressing the element, a menu can be opened, where the internal number to which the call is to be forwarded should be provided.
Voice Mail – the caller can leave voice message. The second mode allows to listen the voice messages that have been left.
Play audio – the caller will hear the selected audio file. By pressing the element, a menu can be opened, where the file to play can be selected from “Audio samples”. To add your own audio file, press “Upload audio” and follow the instructions.
Voice menu – interactive voice menu. The caller is offered to press a key according to their needs and listens to an audio file depending on the key pressed. Time routing – acts with accordance to the office hours you have set. If the incoming call is at work time, the call is forwarded to “true”; otherwise, it reaches “false”. Office hours can be set and changed by pressing the element key.
Queue – a function, which allows to receive several calls simultaneously and spread them among operators with accordance to your strategy. If all operators are busy, the client (caller) is transferred to the queue to wait until an operator gets free. There are several queue strategies which identify who of the operators will receive a call (For example, all free operators get an opportunity to answer the call, or the free operator, who has answered the least calls is chosen to answer the call). Operators (“Call to SIP” should be added at the site “Members”. Timeout means that the waiting time is over.
HTTP notification – most commonly used in synchronization with another system (for example, as soon as the call is incoming, your system receives a notification, and you will be shown contact data and all the information about the owner of the incoming number you possess. If HTTP server returns value from 1 to 5, then all the necessary conditions are fulfilled.
Caller name lookup – a function that allows to search clients name using phone number. HTTP request by caller id (phone number) to your database is made. If a client with such number exists, then for the phone number caller’s name is set, and receiving an incoming call, IP phone demonstrates both the name and phone number.
Change suffix/prefix – an opportunity to modify caller’s phone number to identify the group that sends the incoming call (for example, if you have several companies with several phone numbers, who are then transferred to your mobile phone, then by adding several numbers to the phone number, a suffix. Consequently, you will be able to identify easily, from where the incoming call is transferred.
Email notification – email is sent (for example, if the phone call is not answered)
Routing by call history – a client will be connected to the operator with whom he has already communicated.
During the conversation it is possible to transfer calls by pressing *2 and the internal number.
Agent – makes outgoing calls
Client – receives agent’s calls
Manager – supervises agents work
In order to listen to agents, a manager should call the following numbers:
4#SIP (SIP=internal number) – manager hears the conversation, but agent and client both do not hear manager. 5#SIP – manager hears the conversation, and only the agent hears the manager.
6#SIP – manager joins the conversation, both the agent and the client can hear him.
Anonymous call - after number add h (example- 3712999999h)
Routing caller id - after number add c1,c2,c3,etc (example - 3712999999c1)