Call centres

Inbound call queues

An inbound call centre lets many callers wait in line while your agents answer them one by one. What you buy In the shop, order an Inbound call centre: one queue, plus one agent seat for each person who answers calls. We create the queue and the agents in your phone console for you. Set it up 1. In the phone console, point one of your numbers at the queue. 2. Give each agent a way to answer: a desk phone on a SIP user, or a WebPhone seat in the browser. 3. Your agents then take calls from the queue, one after another. Run it The live dashboard in the phone console shows who is waiting, how long they have waited, and which agents are free. Supervisors on Cloud PBX can listen to a call, whisper advice to the agent, or join the call. After hours Call flows in the phone console can send calls somewhere else outside your business hours, such as to voicemail. Costs Agent seats are paid in advance by your shop plan. Each call minute is priced on your rate card and taken from your phone balance. Need more seats? Add them in the shop. If you do not see call centres in the shop yet, they are not on sale yet.

Outbound dialer

The outbound dialer calls lists of people for you, so your agents spend their time talking, not dialing. Three ways to dial - Preview: the agent sees the contact first, then starts the call. - Auto: the dialer calls down the list and connects answered calls to free agents. - Broadcast: the dialer plays a recorded message. The people you call can press keys in a short menu, for example to reach an agent. What you buy Order one Outbound dialer seat in the shop for each agent who dials. Set it up in the phone console 1. Upload a lead list. 2. Write a short script for your agents. 3. Create a campaign with your list, your script and your agents. 4. Start the campaign and watch it live. Costs Every call minute is priced on your rate card and taken from your phone balance. Call the right people Follow the calling rules of each country you call. Respect do-not-call lists and quiet hours. The shop also offers number reputation and do-not-call checks. If you do not see the dialer in the shop yet, it is not on sale yet.

Call recording and transcription

Call recording Recording saves your calls so you can play them back later. Order Call recording in the shop. We switch it on for your routes and numbers, and set how many days recordings are kept. Then play or download any recording in the phone console. Transcription Transcription turns recorded calls into text. Order Transcription in the shop, and read each transcript in the phone console. You can also set keyword alerts, so you know about calls that mention words you choose, such as cancel or complaint. Costs Recording and transcription are add-ons on the phone switch. Their charges come from your phone balance. Prices are in the shop. The law on recording Many countries require you to tell callers that a call is recorded. Play a short notice at the start of your calls, for example in your voice menu. Check the rules where you and your callers are. Keep what you need Recordings are kept for the number of days set on your account, and removed after that. Download any recording you must keep for longer. If you do not see these add-ons in the shop yet, they are not on sale yet.