COMPLETE CLOUD & ON-PREMISE CALL MANAGEMENT FROM TOLLRING: CALL REPORTING, CALL RECORDING, CONTACT CENTRE ANALYTICS
The power of Computer Telephony Integration
Add CTI to activate supervisor management and agent call control
iCS contact: Supervisor management tools and agent call control
Activate CTI for supervisor control and add agent licenses to enable agent call control.
Supervisors: Enable supervisors to see live agent activity (group view, current call status, agent availability).
Agents: Agent desktop licenses display relevant call details on their desktop for call preview, call control, call history and database integration. The addition of an automated outbound dialler streamlines call handling.
View your call history for inbound and outbound calls.
Call preview appears when a call is delivered to your extension, you can click on it to answer the call.
Group view allows you to see the active status of each agent in the group, providing a clear view of how many agents are available to take calls at any given time.
The group log-in module allows you to control your status.
The ACD group wallboard shows “live” calls waiting for your ACD groups and personal statistics such as hourly traffic and call type distribution.
Each agent requires an agent seat license.
Supervisors can control an agent’s status and monitor their calls using the system barge facility.
An agent can only control their own status, but they can see their colleagues’ status using the presence tab.
Enter a number to dial, click to dial, select / copy a number to the clipboard to automatically dial or dial from your directory.