Category

Regular functions in call center

agent_function

Regular agent functions in call center

By | Regular functions in call center | No Comments

Regular agent functions in call center

Agent Account, Agent Number and Device

In astercc commercial, there are entries like team, user, user group, extension, agent, agent group, agent group administrator, agent extension, agent number and agent password.

  • Each team can be regarded as a individual system, which needs a unique identification for the team identity (e.g., the default team identity is astercc). Teams will not be able to influence each other. Each team has their only administrator, and can assign one trunk or a trunk group as their default outbound calling trunk (group).
  • User is a login unit (to login via a website, username and password are necessary) and billing unit. A user can belong to the system or a team. The system does not cap the user number.
  • User group is the set of users. A user group can assign a trunk or a trunk group, which functions when the extensions under that group place calls.
  • An extension must belong to a user; and one user can have more than one extension. Extension can be either an internet extension (soft phone, audio gateway, IP phone), or a phone number (cell phone, landline telephone).
Unlike most system, when register an internet extension, the form of username has to be team identity-extension number, e.g., astercc-5000. Please do not use the same password for registration and login.
  • An agent is the basic unit of a call center. Each agent must belong to a user.
  • An agent extension can be either a system extension or a number. Agent extensions can be divided into:
    • fixed extension: the extension number is unchangeable
    • self-adapting: before sign in, an agent can pick a number that has not been used by other extensions.
    • dynamic: the system will first check if a soft phone from a same IP has already registered, and if not, it will select the number that soft phone is corresponding.
  • Agent group: this is the working unit of agents. Each agent must belong to at least one agent group.
  • Agent group administrator: the administrator has more access. E.g., the administrator can monitor, barge-in, whisper, etc. When the group is undergoing an outbound task, the administrator can also acquire the following access by default, like to import data, export statement, record, etc. Each agent group can have 0 or more administrators.
  • Agent number: only used when sing in through a telephone or announce the agent number.
  • Agent password: only used when call functions related to that agent through API.

device_en

agent_en

structure

Call Popup

Call popup is a frequently-used agent function in call centers, often integrated with business systems, like CRM and telesales system. In order to achieve call popup, we are in need of a configured business system for agents. Astercc commercial offers multiple types of business functions for customers, including:

And at the same time, the system supports a third party system for integrate, and customers can easily have their own systems pops up.

Outbound Popup

Outbound popup means agents directly dial their corresponding number. When using it, agents have to pay attention to the following tips,

  • The extension has to enable the agent mode
    • the agent has to be in signed in status
    • signed in through agent page
    • signed in through dialing *64 from a telephone
    • fixed agent does not need to sign in
  • the agent group that the agent signs in has to have a business module

device_agent_mode_en

agent_group_app_en

agent_current_agent_group_en

featurcode_check_in_enDirect Inbound Popup

Direct inbound popup means that the call is not from a queue, such as a DID binding call, or a call from a ring group

  • There are two conditions for a direct inbound popup
    • the extension has to enable the agent mode
    • A corresponding popup application can be found in the binding inbound application

app_binding_en

Popup from Queue Inbound Call

Popup from queue inbound call is mostly wide used in call center, like inbound calls and predial Pay attention to the following tips when using popup from queue inbound call,

  • Make sure the agents are in the signed in status
  • Make sure corresponding applications can be found in Advanced -> Bind when calls come in.

Click Dial

Click dial means to click the button on the page to place calls, which comes with the business system, and agents can also enter numbers to call in the call panel ( the agent must have outbound permission).

The working procedure of click dial– the system calls the agent extension, after getting through, the system will then call the customer number. We suggest that agents enable the auto answer function.
Only when the group that the agent signed in has a corresponding business system can the calls be placed through the page.

agent_portal_call_panel_en

Pause

Agents can use this function when they need a pause, and the total time and reason will be shown in the agent performance statement.

Only in the ACW and idle status can an agent pauses

agent_pause_en agent_portal_click_call_en

Working Way

There are three working ways for agents,

  • Dial-out only: agents can only practice outbound calls, and will not receive calls assigned by the group
  • Dial-in only: agents can only receive calls from the queue, and cannot place outbound calls
  • All: agents can do both
  • Self-selection: agents can switch among the previous three ways.

agent_group_en

agent_portal_workway_en

ACW

ACW means when an agent finishes a call, it will automatically enter ACW status, while the group he belongs will not give him any call. The agent can deal with data during this time before he turns into idle statue.

  • Ring: regardless of whether get through, it enters ACW after ring.
  • Answered: it only enters ACW when the call is answered.
  • Disabled: it won’t enter ACW automatically.
In Campaign, the system would exits ACW when submit

campaign_acw_en

Transfer Consult and Conference

Agents can use the consult function to tranfer the call or enter a conference during a call

  • Click the consult icon, select or enter the number that is being consulted
  • When the consulted party answers the call, the agent will be talking to that party, and meanwhile the client will be listening to the MOH
  • The agent clicks transfe and enters ACW or idle status, and the clients will be talking to the consulted party
  • The agent click conference and it will become a three-party conference
  • The agent can hang up any call party or all with the call panel.
asterCC supports a 30-party call conference started by an agent

Hold

During a call, the agent can use this function to pause a call, and at the same time, the customer will be listening to the MOH. Click it again to resume the call.
agent_moh_en

Email, SMS and Fax

These all need extra configuration

realtime

Call Center Realtime Monitor

By | Regular functions in call center | No Comments

System Realtime Monitor

Realtime Monitor of the call center to help managers and operators to better understand the system running situation, find problems, asterCC commercial call center system provides a full range of monitoring functions

Agent Work Status

  • In this page, the system provides a real-time & automatically updated table for reference, Click realtimeLive Monitor
  • System will list all check-in agents, the agent status include:
    • Idle
    • Ringing
    • Talking
    • ACW(After Call Work)
    • Additional Call (such as in conference, consult)
  • As system administrator, team administrator or any other accounts which have the priviledge, they can see all agents status in agent group
  • As a group admin of one agent group, they can see the status of his group from agent portal page
realtime_team_select_enrealtime_team_en
agent_groupadmin_enrealtime_agent_group_admin_enTrunk Usage
  • The trunk usage page provides all calls detail in each trunk, Click realtimelive_trunk
realtime_trunks_en

Current Agents

  • The system supports multi-browser login through the page, you can see detailed information about the agents on line, Click realtimeagents
realtime_live_agents_en

Current Accounts

  • Same as above, the page you can see the logged-on user information, Click realtimeaccounts
realtime_live_accounts_en

System Usage

  • This page provides the current system usage status, Click realtimeUsages
usages_en

 

multilingual telephone interpretation system solution

By | Regular functions in call center | No Comments

astercc provides a multi-way call system based asterisk, using this sytem, you could build a multilingual telephone interpretation system.

key features:

1. billing invoice

2. multi language IVR

3. calling card

4. part-time agent

5. different rate

6. low-cost (VoIP support)

7. web site integration

8. full conversation recording

9. multi-party conference

10. support reseller

11. detail report

12. inbound/outbound popup

user case:

1. http://www.callservice365.com

2. http://accesspath.com