If You Can’t Give Up When Your Caller Does

Sometimes your callers really mess things up for you.

You’ve spent hours building and tweaking and testing your Interactive Voice Response (IVR). Music on hold. Audio prompts. Web services to tie the call together with a contact in your CRM.

The visual IVR builder gives you plenty of options for collecting data, sending data, and routing calls. The drag-and-drop interface lets you get your IVR built fast so you can test and perfect it.

The built-in features are fantastic for collecting data about calls and updating your CRM. Or even letting your agents know a call came in. But, sometimes you need to guarantee that the information goes into your CRM.

Then the caller hangs up before that can happen.

Why?!

Continue reading If You Can’t Give Up When Your Caller Does

The Command That Makes the Visual Dialplan Builder a 100% Solution

Having a tool that can do 100% of the most common cases and 90% of all cases is really great. However, there’s always going to be that 10% of cases that give you trouble.

When you’re using a product that sets clear limits on functionality to the most common cases, that’s fine. But, if you’re using a full-featured call centre suite, that last 10% definitely needs to be in. In the Indosoft Visual Dialplan Builder, it’s simple to construct a dialplan to meet most needs. Continue reading The Command That Makes the Visual Dialplan Builder a 100% Solution

It’s Less Stress to Test

You say failure is not an option. So let’s get prepared. Whether you’re deploying your call center in the Cloud or installing your ACD system locally, it’s important to make sure the whole system matches your needs. Testing is crucial. You don’t want to find out that a single Asterisk server was insufficient after logging in 300 agents. We can provide advice and rough guidelines. The sheer number of options available for the platform itself, as well as the number of use cases that Q-Suite allows, mean that it can be impossible to be sure that a specific configuration will be problem free without trying it. Continue reading It’s Less Stress to Test

Dealing With High Volumes and Skilled Agents

Your call center has received an unexpected burst of calls. Volumes are up all day. Calls are waiting too long. What do you do?

When you’re using skills-based routing, the answer may be reskilling your workforce and logging in additional personnel. Continue reading Dealing With High Volumes and Skilled Agents

Tracking Your Dialplan the Easy Way

You can have the most wonderful dialplan builder in the world. If you don’t know how many people are taking each branch, though, you don’t know your system well enough. You can guess that X number of people are choosing an option because that’s how many people hit your queue. Are you sure that you’re not losing people while they’re listening to your audio prompt? How many callers might go missing without being noticed? Continue reading Tracking Your Dialplan the Easy Way

Feature Highlight: A Couple of Hidden Features

In my previous feature highlight posts they have often contained screenshots, details of the options, and given a sample a use case or two to help explain what could be accomplished with the features. The two that I’ll talk about today are mostly unseen in terms of the admin screens and really only come into play as a phone rings.  So they are not as obvious as the past ones seen as options on the admin screens but could be just as useful depending on your use case. Continue reading Feature Highlight: A Couple of Hidden Features

Testing and Monitoring With Live Data

When you’re trying something new, like testing a web service or getting data from your dialplan, it’s important to be able to ensure the data you expect is where it’s supposed to be and in the form you expect.

Continue reading Testing and Monitoring With Live Data

Feature Highlight: Conference Rooms

The common conference room, a necessity in today’s world with employees working from home, travelling, and distant customers. No product with PBX functionalities should be without one.

Lets take a look at the options for the conference rooms provided by the Q-Suite.
Q-Suite-Conference-Room-Admin-Page

The options seen are:

  • Name – a Friendly name. If the room is used for a purpose, as our example is, then it’s best to name it after that. This will be the name seen elsewhere within the system.
  • Extension – the extension used for directly dialing it from an extension.
  • PBX Server – This is hidden if your system has a single PBX server. In the case where there is multiple this can be used to distribute load or in the case of a geo-diverse system ensure the conference is on the server closest to the majority of participants to ensure quality and limit bandwidth usage.
  • PIN – a numeric pin to secure the conference with.
  • Disable first member message – If checked this will not playback a message stating the first member is the only one in the conference.
  • Announce user count on join – If checked this will announce to the user how many users are already in the conference they are joining.
  • Play music on hold for single member – If checked this will play music on hold when the conference has a single user. Otherwise the user will only hear silence.
  • Music On Hold Class – what music on hold to play when it’s a single user conference and the above is checked.
  • Suppress enter/leave sound – If checked a user joining or leaving the conference will not trigger the tones to be played to all conference members.
  • Announce names on enter/leave – If checked each user joining will be prompted to record their name before they join. This recording will be used as the join or leave

With all of these options you can configure the conference rooms you needed. However to fully leverage conference rooms, or any single feature, the ability to combine and interlink them to suit your needs is required. Let’s take the example of a daily standup which needs a conference room for a few remote employees. It’s always starts at 8am and lasts about 30 minutes. One way to ensure outside callers do not use it outside of this hours is a pin but you can also mix it with the Routing Rules so the DID or IVR/Auto Attendant option is not configured to point directly to the conference room but to a routing rule first. This routing rule will only route callers there at 8am until 8:30, although I’d recommend 15 mins earlier at least to allow early callers in and maybe a bit longer depending if the meeting has a strict end time or not.  The routing rule can then send them to an auto attendant or elsewhere in the system if it’s outside of the hours — add multiple rules to allow different routing if it’s before to note they are to early, or if they are late to send them to a recording of the conference to hear what they missed.

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. Continue reading Feature Highlight: Auto-Attendants