IPBRICK CALL CENTER

Agent state

Each authorized agent and supervisor can see at any time from the web interface what the agent state is at present. The log in state is displayed (ie, available to receive phone calls or not). With this easy-to-use interface, the agent can also connect to his supervisor and simultaneously change his state, therefore warning that he is no longer available to receive phone calls. In this interface the agent and supervisor can always see the number of calls in each queue, that were responded to, and when was the last call was received. For existing IPBrick.GT customers – the Linux Operating System for communications servers – this is a useful upgrade to improve their effectiveness at work.

Agent call statistics

The agent (and his supervisor) have real time access to a list of the calls made and received by him. Moreover, he can filter information by call attendance status (Answered, Not Answered, Busy and Failed), date, source or destiny of the call, among other features. The agent can download a CSV file, which provides the basis for a report with all this information, providing vital statistics for the call center.

Authentication history

The agent (and his supervisor) has access to a list with every status change. He can also see when he logged in, logged out and was on pause

Call queues for outbound campaigns

How are the call queues organized in CallCenter4IPBrick? For example, when your company is making an outbound campaign, IPBrick calls the numbers associated with the campaigns target, which are stored on your own server database. This process is triggered automatically without the agents knowing that the call is being made. If the person answers, the call will be routed to an agent. When the agent answers the phone, that person receives a pre-recorded message that informs that him that the call is a telemarketing campaign.

Call queues for inbound campaigns

The CallCenter4IPBrick also fits inbound campaigns: when, for example, the customer calls the company to ask for technical support. It is possible to predefine a message that informs the costumer about the options that are available: either the customer stays on hold and enters a call queue or he is given the possibility to leave a message explaining his problem and a contact so the company can return the call. This message will be forwarded via e-mail to correct agent at the company.

Call queue state

A agent (and the supervisor) has access to some of the call queue statistics to which he belongs: calls in queue, average waiting time in queue, total calls answered and unanswered, how many agents are currently available, unavailable, on call or paused.

Phone and web interface features

Each agent can login on any phone or in the web interface, and be immediately ready to receive incoming calls from a queue. He can see his status both in the web interface or on a phone via the BLF active (Busy Lamp Field. This is a phone feature used by the supervisors to control how the phone extensions status are). Agents can call their supervisors by pressing a key on the phone or a link in their web interface. They can also login, logout or pause themselves either on phone or in the call center web interface.

Supervisors

These supervisor agents can manage which agent is attending which queue, and even add or remove agents from them, as needed. They also are informed of the status of every agent and queue that they manage and, for the agents to which they have access, also the relevant statistics data. They can coach, spy or call their agents by pressing a key on their phone or a link in the call center web interface. CallCenter4IPBrick is a practical way to evaluate and improve your agents performance.

Campaigns

The call center web interface allows administrators to create outbound campaigns for a list of contacts. It is possible to choose when the calls will be made and start/stop campaigns in real time. The results can be continuously monitored. The campaigns are simply uploaded as configuration files or by using webservices.