ECSS-10 Call Center
A service for organizing the maintenance of incoming calls and their optimal distribution according to the specified rules
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Description
Call Center is an ECSS-10 IP Exchange service for providing management of incoming calls and their optimal distribution among operators according to specified scripts.
The service includes tools for call processing, operator work supervision, statistics collection and flexible queue setting. The automated workstation is accessed via web interface.
Additional features include integration with external information systems, call recording, Callback, and IVR editor.
Functions
Supervisor workstation
Operator statuses
QueuesCall Center offers two roles. An operator handles calls; a Supervisor controls the work of operators, configures distribution of calls by queues, and collects analytics. Each role has its own feature set.
Operator workstation:
- Ability to accept/reject incoming calls via web browser
- Viewing call history and statistics via a workstation
- Support for statuses that are created via the advanced web configurator
- Support for ‘Available’, ‘Gone’, ‘Block’ statuses
- Call recording
- Call interception
- Conference calls
Supervisor workstation:
- Support for the same functions as the ‘Operator’ role
- Ability to assign statuses to operators
- Blocking a specified operator
- Redistribution of operators among queues
- Collection and analysis of call center statistics
- Creation of reports with dynamic or static periods for sending to email
Free
Monday to Friday (GMP +7)
Support
Request
Monday to Friday
Monday to Friday (GMT +3)
Request