Feature Highlight: Auto-Attendants

decision business analyze In the past we have covered the Q-Suite’s Visual Dialplan Builder with its ease of use and capabilities to handle any, from basic to very complex, requirements of an IVR. However, before the Q-Suite had the dialplan builder, we had the auto-attendant features, which allowed for a menu structure to provide the caller options to select and be sent within the system. One can argue the dialplan builder can do everything the auto-attendants can and I would not disagree. However, the auto-attendant configuration screens have been kept in the product due to their ease of use that allows anyone to have a multi-level menu system up and going within minutes. Let’s take a look at the options of an auto-attendant menu configuration.

autoattendant-screenshot

  • Name – a friendly name which will be used to reference it elsewhere in the system.
  • Greeting Recording – the audiofile that is played when a caller reaches the auto-attendant menu
  • Repeat Limit – the number of times a menu will repeat without input before going to the default option
  • Response Timeout – the number of seconds a user has after the greeting recording finishes to enter an option.
  • Default Option – the option that will be selected after the repeat limit and final response timeout.
  • Allow Extension Dialing – when selected the user can dial any PBX Extension number at the menu as a valid option.
  • Menu Options – Define the custom auto-attendant menu options available to the caller. Each has what the Caller will have to enter to select the option and what the Linked To destination. The Linked To destination can to to almost any entity within the system, just as the PBX DIDs can. There is also an optional sound file to play when the menu option is selected. The sound file is not commonly used but is helpful in situations where the linked destination will take some time or not indicate progress, as the sound file could say “Please wait while we connect you to …”.

If you understood all of that or even most you can now setup an auto-attendant. Set a menu option or two with the link to destination as another auto-attendant menu and you have a multi-level menu system configured. Just be aware of some potential issues to ensure the auto-attendant is functionally and sounding it’s best.

Buy or Rent? Finance or Lease? The Contact Center Edition

Buy Or Rent ConceptI have a scenario approaching quickly with regards to this topic. My previous two vehicles were leased. My third was financed, with the end date of the loan coming up, which means no more direct vehicle payments. This end goal was very appealing to me, hence the purchasing of the most recent vehicle as opposed to leasing it. Maintenance costs are going to crop up, but those are unavoidable. I did truly like the convenience of having a leased car, mostly because if anything at all went awry in the lifetime of the lease, the dealer covered almost any and all expenses. This is not the case with owning of course. This leads me to the actual topic here: Should I lease my contact center or should I buy it?

Continue reading Buy or Rent? Finance or Lease? The Contact Center Edition

Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing

preview your client informationDo you know who your clients are? Do your agents? In some outbound dialing campaigns, it’s critical for your agents to know to whom they are speaking before they’ve said “Hello.” The leads are distinct enough that the agent needs to familiarize herself with the particulars of this particular contact before clicking “Dial”. In some cases, this may mean a few minutes of study. Continue reading Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing

Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing

Connect More with Your Call Center SoftwareAre your outbound agents spending most of their time talking to clients, or each other? If you’re not using the right mode of dialing for your campaign, it could be the former. When you have an outbound dialing campaign, the agent talk rate is going to be a big factor in its effectiveness. The more time agents spend talking to clients, the better. You need to have a good understanding of the options available, and when each may be most effective. Continue reading Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing

The Art of the Search

Search iconBefore it became synonymous with ‘Google it’, searching was how we all went about our business on our web browsers when a particular item needed some clarification or a certain question needed some answering. With regards to the Q-Suite, searching can be custom tailored to meet specific needs, as far as how data is entered in order to query the database with efficiency. Search templates hold these structures so let us take a bit of a look as to how and why you may want to use them.

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Feature Highlight: Asterisk Scripts

Within the Q-Suite we have our dialplan builder with extensive options to route and manipulate calls. The dialplan builder meets the needs of most situations but from time to time you need to get low level and go right into the asterisk dialplan. If it is only a couple of statements the dialplan builder has the Execute command, but when it’s more involved that’s where the Q-Suite’s Asterisk Scripts option comes in. Continue reading Feature Highlight: Asterisk Scripts

Sometimes Good People Have Bad IVRs

Are you losiDollarphotoclub_52357524-1280ng customers to a bad dialplan? Trouble navigating an IVR is one of the most common customer service complaints people have. Why irritate your clients with a bad menu system? The truth is, it’s not always easy to build an IVR that is simple enough for most clients, yet sophisticated enough to route calls to the right party. Your call center’s ACD system may depend on it, however. Continue reading Sometimes Good People Have Bad IVRs

Feature Highlight: PBX Routing Rules

In the Q-Suite, we use PBX Routing Rules as the proper name for Time of Day scheduling. This feature is the backbone of the CTI Campaign Schedules, but is still quite useful for people who may not want to venture into the Contact Center portion of the product and are perfectly fine with sticking to the PBX aspect. Let’s have a look at a simple example showing how to use this feature.

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Getting Under the Hood With Your Call Center Software

Man using vacuum to clean out computer
I don’t think they were this careful

We once received a call from a client who was down. It turned out that he kept his server sitting open so that the cleaning staff could vacuum it out periodically. One overzealous cleaner (and it doesn’t take much here to count as overzealous) accidentally knocked a Pika card too hard, knocking loose several of the DSP modules. Those were the days when we were a little cautious about exposing too much functionality and monitoring to clients. Continue reading Getting Under the Hood With Your Call Center Software