Call Centre Features
- Kelli Higdon
Below is a list of Call Centre features for PBXact.
Note that some of these features are already included in the base PBXact software. Others require the purchase of the Call Centre License bundle as described in the table below
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Feature | Included with base PBXact appliance | Requires Call Centre License | Description | WebGUI menu item |
|---|---|---|---|---|
Call Processing | ||||
Interactive Voice Response (IVR) | Yes | N/A | Create 1 or more IVRs ("Interactive Voice Response" systems or Auto Attendants) to route calls and play greetings to inbound callers. You can then route calls to the IVR and play a recording prompting callers what options to enter, such as “press 1 for sales and press 2 for the company directory.” An IVR can also route calls to another IVR, or in other words, a sub-menu. | 
Modules > Applications > IVR
|
Call Queuing (ACD) | Yes | N/A | Call queues are useful when you have more callers than people available to answer calls. Callers placed into a queue will hear music or advertising until someone is available to answer their call. Features include: Queue Priority to prioritizes specific caller groups over others, automatically move longer waiting customers to roll-over queues, Caller-ID Name prefixing, multiple ring strategies and agent announcement. | 
Modules > Applications > Queues
|
Time Conditions | Yes | N/A | Time conditions are often used to control how the PBX routes calls during business hours vs. outside business hours. |
Modules > Applications > Time Conditions
|
BroadCast / Outbound dialing (Xact Dial) | No | Yes | Automated Outbound Dialing for outbound call centers. Upload CSV files, schedule outbound calls, route calls based on human or answering machine.
*While this module can be used for outbound dialing and can perform call progress analysis (for instance detection of live response vs answering machine), this module is not a predictive dialer.
|
Modules > Applications > Broadcast
|
Outbound Call Limiting | No | Yes | Prevent Overdialing- limits how many times a specific phone number matching an outbound route can be called during a certain time period.
|
Modules > Connectivity > Outbound Call Limiting
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Appointment Reminder | No | Yes | Automate appointment reminders by scheduling outbound phone calls to customers where the recipient can cancel, confirm and/or reschedule appointments. CSV File upload makes it easy to insert lists of phone numbers to make outbound calls to. The feature will also allow you to control call rate limiting, retry attemps and other You can schedule a future appointment reminder so that the system can call/email the person(s) and remind them of an appointment.
|
Modules > Applications > Appointment Reminder
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Pinset Pro | No | Yes | Provides greater flexibility in the deployment of security Pin Codes, allowing system administrators to assign Pin Codes directly to extensions and granularly control per extensions which outbound routes are allowed to be dialed without pin codes.
|
Modules > Settings > PIN Sets
|
Customer Facing | ||||
Music-On-Hold | Yes | N/A | Play music and announcements to callers waiting on hold in the queue waiting for the next available agent. |
Modules > Settings > Music on Hold
|
Caller Announcement | Yes | N/A | Play the position of the caller waiting in the queue. |
Modules > Applications > Queues
|
Queue CallBack | No | Yes |
|
Modules > Applications > Queue Callback
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Web CallBack | No | Yes | Allow visitors to your website ability to leave their phone number to receive a call back from an agent. An HTML call me box is placed on your website with a field for visitor to enter their phone number.
|
Modules > Applications > Web Callback
|
Call Center Agents | ||||
Softphone and UC client Zulu UC Desktop Integration | Yes | N/A | Desktop Integration including softphone (includes agent chat), click-to-call from CRM, screen-pop from CRM.
| Modules > Admin > User Management
|
IP Desk phones | Buy separately | N/A | Sangoma offers a line of IP Phones dedicated exclusively for FreePBX and PBXact, featuring Zero-Touch Auto-provisioning and built-in PhoneApps. Many of the PhoneApps are tailored specifically for Call Center staff and agents.
| Sangoma IP Phones
|
Monitoring | ||||
Call Recording | Yes | N/A | Record calls through the standard ACD Queue functionality.
|
Modules > Applications > Queues
|
Reports | ||||
Queue Reporting | No | Yes | All Web GUI driven, choose from standard Queue Reports or built your own Queue templates to run and collect advanced call center metrics.
|
Modules > Reports > Queue Reports
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Call Recording Reports | No | Yes | View, sort, listen to, archive, and download all recorded calls on your system. WebGUI driven feature.
|
Modules > Reports > Call Recordings
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Included Features when PBXact system is paired with Sangoma IP Phones | ||||
Call Recording Phone App | Yes | N/A | Managers can record calls directly via dedicated button and GUI. |
|
Queue Phone App | Yes | N/A | Managers can directly interact with the display of their IP Phone to quickly view Call Center metrics, such as: Callers, Logged in Agents, Hold Time, Abandoned calls. Managers can also pause, login / logout agents from queues.
| Sangoma S500 Display
|
Hot Desking | Yes | N/A | Agents can log into any phone using the "Login/Logout" feature and all their features pull directly to that phone.
| Sangoma S500 Display
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Queue Agent App | Yes | N/A | Agents can login/logout of a queue and pause using GUI.
| Sangoma S500 Display
|