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Yeastar PBX Features and instructions:

Forwarding a call:

Whilst handset is down dial *71 then the number you want to forward to and dial #.
To disable call forward dial *071#

Voicemail:

To access your voicemail box dial *2#. The password will be the extension number
from where you are dialling.
Follow the voicemail prompts.
To record voicemail greeting follow above mentioned step and record unavailable message.

DND(do not disturb)

To activate DND dial *74#
To de activate dial *074#
NOTE: If do not disturb is activated calls will go straight to the extensions voicemail.

Transferring a call:

BLIND TRANSFER: Whilst on a call press the transfer button, then dial the extension you
wish to transfer to, then press the transfer button again and put the
handset down.

ATTENDED TRANS: Whilst on a call press the transfer button, then dial the extension you
wish to transfer to, wait for the receiver to answer the call, Announce
who is on the phone, then press the transfer button and put the handset
down.

Call pickup:

When hearing a phone ring that is in your group, pick up your handset and dial *4# to pick
the call.

Dialling out:

Pickup handset and dial the number you wish to dial followed by the # button.

Volume on Yealink phones:

ON HOOK: Whilst the handset is on hook the volume button acts as the volume of the ringer.
OFF HOOK: Whilst the handset is off hook the volume button acts as the volume of the handset.
SPEAKER: Whilst speaker feature is active the volume button acts as the volume for the speaker phone.

Conference Feature:

NOTE: These are examples only each client has their own conference bridge pilot number, Please send a mail to support@uthetha.co.za
if you are unsure what your pilot number is.

SETTING UP A CONFERENCE CALL: Dial client, transfer client to conference pilot number, put down handset.

NOTE: If any internal extensions wants to join the conference

NEC SL2100 or SL1000 Features and Instructions

Transferring a call:

BLIND TRANSFER:
Whilst on a call press the transfer/Flash button, then dial the extension you
wish to transfer to, then press the transfer button again and put the
handset down.

ATTENDED TRANSFER:
Whilst on a call press the transfer/Flash button, then dial the extension you
wish to transfer to, wait for the receiver to answer the call, Announce
who is on the phone, then press the transfer button and put the handset
down.

Call pickup:

When hearing a phone ring that is in your group, pick up your handset and dial *# to pick
the call.

Dialling out:

Pickup handset and dial 0 when you get dial tone dial the number you wish to dial and wait for the call to go through.

Volume on NEC Terminal phones:

ON HOOK: Whilst the handset is on hook the volume(up and down on bottom right circle)button acts as the volume of the ringer.

OFF HOOK: Whilst the handset is off hook the volume(up and down on bottom right circle)button acts as the volume of the handset.

SPEAKER: Whilst speaker feature is active the volume(up and down on bottom right circle)button acts as the volume for the speaker phone.

Forwarding a call:

Dial 848 then 1 and the number you want to forward to(this will only work for internal calls.

To disable call forward dial 848 and the dial 0.

Changing night service message:

From any NEC Terminal phone whilst handset is down dial Speaker 716.

The following menu will come up on the screen:

3 – Erase message
5 – Listen to message
7 – Record message

dial 7 to record message.

Next you will have to insert the message number which is 002 for night.

Start recording after the tone, when you are done press the # key or hang up.

Scopserv PBX Features and Instructions:

Forwarding a call:

Whilst handset is down dial *72 then the number you want to forward to and dial #.
To disable call forward dial *73#

Voicemail:

To access your voicemail box dial *98#. The password will be the extension number
from where you are dialling.
Follow the voicemail prompts.
To record voicemail greeting follow above mentioned step and record unavailable message.

DND(do not disturb)

To activate DND dial *78#
To de activate dial *79#
NOTE: If do not disturb is activated calls will go straight to the extensions voicemail.

Transferring a call:

BLIND TRANSFER: Whilst on a call press the transfer button, then dial the extension you
wish to transfer to, then press the transfer button again and put the
handset down.

ATTENDED TRANS: Whilst on a call press the transfer button, then dial the extension you
wish to transfer to, wait for the receiver to answer the call, Announce
who is on the phone, then press the transfer button and put the handset
down.

Call pickup:

When hearing a phone ring that is in your group, pick up your handset and dial *8# to pick
the call.

Dialling out:

Pickup handset and dial the number you wish to dial followed by the # button.

Volume on Yealink phones:

ON HOOK: Whilst the handset is on hook the volume button acts as the volume of the ringer.
OFF HOOK: Whilst the handset is off hook the volume button acts as the volume of the handset.
SPEAKER: Whilst speaker feature is active the volume button acts as the volume for the speaker phone.

Conference Feature:

NOTE: These are examples only each client has their own conference bridge pilot number, Please send a mail to support@uthetha.co.za
if you are unsure what your pilot number is.
SETTING UP A CONFERENCE CALL: Dial client, transfer client to conference pilot number, put down handset.
NOTE: If any internal extensions wants to join the conference

WombatDialer is a new-generation mass outbound calling platform for the Asterisk PBX.

It can be used to implement many different services. By offering a set of ready-to-use components and a monitoring GUI, you can create complex solutions in minutes.

WombatDialer can work on pre-defined call lists or can dynamically create them over an API (e.g. dial number X after 10:30 AM). It shares the load on one or more PBX servers and has a flexible rescheduling logic to handle missed calls. It is built to be used with your existing Asterisk PBX and does not require separate servers or a separate set of lines. It can call over VoIP or through the public telephone network.

WombatDialer is built to integrate with your business processes, can receive calls to be made over HTTP and/or notify an external system in real-time about calls made and results gathered.

WombatDialer works natively with the QueueMetrics Call-Centre Monitoring Suite to produce state-of-the-art campaign analyses and insight.

Key Features

  • “Just Works” with your existing Asterisk PBX
  • Easy, automated installation
  • High scalability: from one to hundreds of outbound lines on multiple servers
  • Runs multiple prioritized campaigns in parallel
  • Different dialling modes – automated, reverse and preview
  • Pervasive security model with extensive auditing capabilities
  • Programmable to handle calls that do not complete
  • Easy to integrate through its HTTP API
  • Strong real-time monitoring capabilities
  • Runs locally – you do not have to depend on third-party services
  • Provides a set of “building blocks” so you can create custom-tailored solutions

Typical Usage Scenarios

Telecasting

Send a pre-recorded message to a set of receivers. The message can be easily customized by having your PBX read custom variables, e.g. current account balances, planned service outages, end of current subscription periods. Works with your existing PBX.

  • Automated warning systems (e.g. school alerts)
  • Event cancellations
  • Number verification services

Telemarketing

Send a pre-recorded message to a list of contacts and offer them an option to be put in contact with an operator if interested. When required, a maximum call duration can be enforced.

  • Appointment reminders and cancellations for physicians, dentists, etc.
  • Track subscription expirations and process renewals
  • Product offerings
  • Debt tracking and collection

Voice Conferencing

Ever tried setting up a conference call with many attendants? WombatDialer can connect them all in parallel at the click of a button – no more wasted time and manually dialling busy numbers.

  • Connect tens or hundreds of parties at once
  • Different parties can have different access levels, e.g. some may speak, and some may only listen
  • Virtual town hall

Automated phone interviews

Connect to a group of receivers and offer them a set of IVR options (reverse IVR). WombatDialer keeps track of selected options and forwards them to your tracking system.

  • Automated service satisfaction interviews
  • Quality Assessment of your services
  • Instant automated polling stations

Download Full Summary Here

QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centres worldwide and offers a broad range of integrated benefits.

An efficient call centre management can improve performances by 100% or more, while also significantly improving customers’ satisfaction. Monitoring, reporting and improving performances is the bread and butter of QueueMetrics software.

The functional field of QueueMetrics call centre suite divides into four major categories: Reporting, the Supervisor page, the Agent page and the Quality assessment.

Reporting

QueueMetrics collects Asterisk data and generates analytical reports for over 150 metrics, including:

  • When did the call come in and who answers
  • Who initiates the call, process it and on which queue
  • Waiting time before the caller was connected to an agent and time needed to process the call
  • Number of attempts that caller has made before being connected
  • How and why the call ends
  • Amount of successful and failed calls
  • Maximum, minimum, average and total waiting time and call processing time, as well as related data on service quality
  • Call breakdown by agents, by dialled numbers, transferred calls by internal numbers, by queues, by direction, by position number in a queue, by choices taken in IVR
  • Time on hold stats after connection, by agent, by country, region codes of calling and dialled subscribers

Supervisor Page

With QueueMetrics a supervisor tracks data on queues, calls and agents’ performance in real time, including:

  • Incoming calls with phone numbers, waiting times, conversation time and engaged agents
  • Agent’s online status (available, busy, on pause), time of last connection to a queue, last call and name of it
  • Add and remove agents from queues.
  • Listen to agents’ conversations.
  • Send instant messages to agents.
  • Open and view an agent’s desktop via remote access.

Agent Page

QueueMetrics Icon agent page is a workstation where agents track incoming calls, connect to queues, disconnect for a break, and enter any information about calls using CRM and applications (contractor card, client reference, etc.), including:

  • Call starting, waiting and conversation time
  • Caller and internal number where the call was transferred.
  • Automatically or manually open a connected interface page in the local CRM system
  • Join or leave a queue, switch to pause mode, select a pause indicator (Lunch, Service Break, etc.), initiate an outgoing call, dial a number using a built-in soft-phone, as well as view his or her status.

Quality Assessment

QueueMetrics allows for a full-scale automated quality control of agents’ workflow and set of metrics definition for call grading. Supervisors create forms containing adjustable control criteria for subjective quality control, for example:

  • How friendly an agent was with a client?
  • How useful the agent’s answers were?
  • Agent follow up of corporate standards while processing a call.
  • Amount and duration of processed calls.
  • Number of missed calls.
  • Call results and many other criteria.

QueueMetrics is designed for call centres built on cluster servers and employing over one thousand agents, easily integrating with all Asterisk distributions (including FreePBX, Elastix etc.) and includes English, Spanish, Portuguese, German, Brazilian, Arabian, Chinese, French, Dutch, Italian, Japanese, Hebrew, Polish, Slovak, Greek and more languages localization.

Download Full Summary Here

XCALLY MOTION is one of the first real Omni Channel Solution, allowing to manage several types of information in a Unified and Integrated Environment, where businesses control all channels seamlessly.

XCally Motion extends the intelligent queuing strategy mechanism, typical of the voice calls distribution systems, to all Channels (Email, Chat, SMS, Fax, WEBRTC VideoCall and so on), including Open channels.

XCALLY Motion provides the following features:

  • Customer History knowledge and personalized contact service approach
  • Access to Service using the most common touch and interaction points
  • Support to multiple channels consistently across the whole Customer Journey
  • Self-service and Live-Agent interaction blending
  • Proactive Service attitude
  • Return of investments (ROI) from the Business Process Reorganization
  • Integrate legacy systems without losing efficiency
  • Increase customers’ satisfaction and loyalty
  • Decrease customers’ frustration and abandoned interactions
  • Optimize human resources management
  • Reduce inbound call volumes and unnecessary call time
  • Customers’ cross-channel knowledge base
  • Omni-channel Desktop environment monitoring
  • Increased variety of mediums to the customers communication abilities (such as email, SMS, video chat, social and more)
  • Switching capabilities from one channel to another
  • Added Video WEBRTC (optional package) capability to the base product as a new Channel for video-call sessions, where the Agents can interact in audio & video sessions with the Customers and share with them the screen content or a file and the call can be recorded and stored.

Key benefits of using XCALLY MOTION Omni Channel Solutions:

  • Multiple channels in a single environment
    • Even though your call centre is managing customers through multiple channels, all information is saved in one place. A customer can interact with an agent through live chat, with another agent over a voice call and then by email. Since all the interactions of that customer using the various channels are saved, an agent at any channel can easily access the customer’s journey. This allows agents to efficiently manage the customer’s request and provide a personalize service.
  • Faster Support
    • Customers issues can easily and quickly be solved by being available at the most common touch points. Agents can offer an instant support through live chat, email, voice and social media. Agent can use the customer’s history to offer faster support.
  • Increase Customer Satisfaction
    • Enabling customers to communicate through multiple channels is the first step towards customer satisfaction. The omnichannel solution allows a customer to seamlessly interact with your company and feel recognized.
  • Self-service and live-agent Interaction Blending
    • Most customers would like to solve their issues themselves before contacting an agent. Using our Cally Square IVR designer, you can provide self-service with a possibility of contacting a live agent when needed. The self-service usually covers the most frequent inquiries and allows customers to easily solve their issues. Calls come to the queues only when customer can’t answer on their own, hence the overall call volume will decrease, and agents can be more productive by managing more complex inquiries.
  • Omni-channel Desktop Environment Monitoring
    • The real-time panels allow supervisors to monitor agent’s performance and make dynamic changes when needed. Supervisors can also perform call monitoring and recording services for the purpose of quality assurance.

Download Full Summary Here