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Call Centres
VNconnect Call Centre capabilities enable us to offer our customers advanced call handling capabilities that are typically available only to large companies with expensive PBX systems. By improving the method by which incoming calls are handled, this application enhances both the efficiency and the projected image of your organisation. Companies can route incoming calls to specific groups of service representatives, or Hunt Groups, within their enterprise.
Multiple hunt groups can be easily created to represent different departments. For example, a hunt group can be established for the sales or customer service functions within the enterprise. Queuing mechanisms direct incoming calls into queues or a line of waiting calls. As members within the hunt group become available, the waiting calls are automatically directed to the appropriate member. Automatic Call Distribution (ACD) capabilities allow calls to be routed in many different ways depending on time of day, called party availability, etc.
There are several ways calls can be distributed to ACD agents from the queue. Agents can log themselves into and out of different queues depending on capabilities and system administrator authorization.
Top-To-Bottom - Hunting starts with the first extension in the hunt group and continues through the list until it reaches the last number.
Bottom-To-Top - Hunting starts with the last extension in the hunt group and continues through the list until it reaches the first number
Longest Idle (Universal Call Distribution) - Hunting begins with the phone that answered a call from the Hunt Group the longest time ago.
Round Robin (circular) - Hunting for an idle agent happens in a call to the group.
The Call Centre features also provide sophisticated monitoring facilities to help you manage
your inbound calls in the most effective way possible.
The following statistics are available:
Queue by extension number
Number of calls ringing
Number of active calls
Oldest call on queue
Available agents
Interval begin and end time
Defined service level goal
Number of calls answered within goal
Number of calls on queue
Number of calls overflowed
Number of calls abandoned
Number of calls answered
Number of calls not answered
Number of calls handled
Number of calls transferred
Maximum hold time on queue
Minimum hold time on queue
Total hold time on queue
Maximum talk time
Minimum talk time
Total talk time