Virtual Call Centre Features - Capacity
High Capacity Inbound and Outbound Call Handling
Number of Users : 1 to 9999
PhonePresence Call Centre will try and contact each user on an allocated a set of existing phone numbers e.g. their mobile number, landline number etc. A voicemail box is provided should the user not be able to take the call. A VoIP phone is also available.
A unique logon to the web interface is provided allowing the user to configure their PhonePresence system.
When the main distribution number is called, the user can be selected from a menu by name, or possibly as a member of a distribution group.
Number of Groups (Departments) : 1 to 9999
A caller can choose to go through to a department offered via the menu. The department can be a call distribution group of logged in users with inbound calls being distributed evenly or according to other parameters. Users can be connected to multiple groups with calls being received on a skill set basis.
A supervisor can contact all members of a group by leaving a voicemail or sending a text message, with supervisors given access only to their own groups if required.
Number of VoIP Accounts : 1 - 9999
VoIP uses the Internet to transmit phone calls. Using the Internet means call costs can be significantly reduced or even eliminated, though the resilience and quality of calls is dependant on the quality of Internet connections. This problem can be mitigated by use of dedicated data circuits, or with Quality of Service agreements reserving bandwidth on existing connections.
Every PhonePresence Call Centre user has a VoIP account by default, and may download the free X-on softphone, or purchase a VoIP handset.
Automatic and manual switching of calls between VoIP and landlines or mobiles when poor Internet connections become a problem increases the resilience of a VoIP based system. Even total Internet failure will not result in loss of call traffic.
The use of VoIP significantly reduces outbound call costs, and the ability to call other X-on VoIP users for free can result in large savings for multi-site companies and distributed staff.
Existing Inbound Connections
For companies wanting to keep their existing numbers and phone connections, a gateway can be used to allow inbound and outbound call traffic to be routed to the PhonePresence data centre for processing and then back to handsets or VoIP devices as needed.
Direct Dial 070 Personal Numbers
Each PhonePresence user is provided a direct dial 070 'Personal Number'. Costing a bit more to call than a mobile number (50p/min), there is no PhonePresence charge for transferring calls to any number, including International or mobile.
070 numbers are convenient where staff members do not wish to reveal their personal or mobile numbers to callers but still wish to be available for company calls.
Target Phone Numbers per User : 8 + VoIP Number
Each user can enter several contact numbers into the PhonePresence system and then log-in to any of those numbers when available to take calls. This will affect both direct and group calls.
Users can log-in to a contact number via the secure area of the PhonePresence web site, or by calling in if out in the field.
Simultaneous Callers : 60
PhonePresence can handle thousands of simultaneous phone calls. This is set by default to 60 unless more has been agreed.
Call Recording
Call recordings are retained on the PhonePresence system for 3 months as standard, with longer options available.
