call monitoring
Call monitoring allows you to listen and discreetly speak to your agents in a real-time call. By monitoring calls, supervisors can improve the agents' performance.
Features of Hosted PBX
Call queue wallboard
A call queue wallboard enables you to monitor the status of your call queues in real time. Your agents will be provided with live information about call loads and will allow them to adjust their time spent on call.
Global phone book
Centralised management of phone book directories. Create global and/or personal phone books, centrally hosted and accessible on various devices.
Call parking
Place calls in parking lots and allow users to access via a predefined button on their phone. Let the inbound callers listen to advertisement music while they wait and set the time limit.
Reporting
Extract simple and advanced calling metrics for your team and company. See how many missed calls you have had, your most productive users and also a range of call queue statistics.
Voicemail
Configure your company or personal voicemail to be sent to email or be played back on your physical device. Upload or record your own greeting from the web portal or directly from your device.
DTMF prefix
Allow callers the ability to enter a number of digits that are displayed on the agent’s screen. This is useful for asking for account numbers, order numbers and more.
Call recording
Have your call recordings sent to your email addresses once the inbound or outbound call has terminated. Every recording emailed will include caller ID, time of the call, user ID and custom subject field
Conference
Configure virtual conference rooms with unlimited no.of participants to collaborate via a voice call. Connect your number with a PIN for security to organise a dial-in conference.
Blocklist
Add your problem callers to a blocklist that will automatically terminate inbound calls. A good example of this feature would be to add the caller ID’s of your problem callers so that they get a busy tone.
Email notification
Send out email notifications when the feature is utilised from within the call flow. When an inbound call is missed send an email to the departmental manager to notify.
Music on hold
Allow your inbound calls the option to listen to music when they are waiting in queues or placed on hold. Whether this is your own advertisement music or a bespoke royalty free selection.
Queue call-back
Unlike call queue – this feature allows callers to be added to the list with each caller automatically dialled when a User becomes available. Saving waiting time for your callers.
Time conditions
Route calls based on time, day, month, year and date. Create complex patterns combining various time conditions. Configure how calls are handled after hours, during weekends for example.
Ring group
A ring group in a Hosted PBX (Private Branch Exchange) system is a feature that allows incoming calls to be distributed among a predefined group of extensions or phone lines.
Call transfer
Call transfer is a fundamental feature of Hosted PBX (Private Branch Exchange) systems, allowing users to transfer an active call to another extension, phone number, or department.
Set caller ID
Displays the caller’s number and name on the receiving phone’s display. Replace original caller ID in the inbound call to the caller ID of your choice.
Call diversion
Divert calls to external numbers of your choice. Most commonly used to divert to mobile numbers outside of business hours or after-hours answering services.