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Call Center Features in Grandstream
- 1. Unified Call Center Solutions Experience the New Call Center Solution Presented By: Bilawal Khan
- 2. We believe in connecting the world We believe every business, large or small, should have the tools to communicate from anywhere on any device And we design Solution that make this belief become a reality… OUR MISSION
- 3. CALL CENTER SOLUTIONS CALL CENTER HANDSETS IPPBX CALL CENTER FEATURES LIVE DEMONSTRATION UNIFED COMMUNICATIONS MANAGEMENTCALL CENTER CASE STUDY
- 5. • High Quality, affordable, easy to deploy • 1 line, 2 call appearances, 3 XML programmable keys • Dedicated button for call recording • Integrated EHS for headsets GXP1610/ 1615
- 6. • 132 x 48 LCD screen • 2 lines, 3 XML programmable soft keys • 3-way conferencing • Integrated EHS for headsets GXP1620/ 1625
- 7. • 2.8” color LCD • 8 BLF keys, 4 programmable keys • 3 lines and 4-way conferencing • Dual Gigabit network ports, integrated PoE, EHS and Bluetooth GXP2130
- 8. • 2 FXO trunk port models, 2 FXS ports with lifeline capability. • support up to 500 users and 30 concurrent calls • 2 analog telephone FXS ports with lifeline capability and up to 50 SIP trunk accounts • Zero Configuration endpoint provisioning and no licensing fees UCM6202
- 9. • 4 FXO trunk port models, 2 FXS ports with lifeline capability. • support up to 500 users and 45 concurrent calls • 2 analog telephone FXS ports with lifeline capability and up to 50 SIP trunk accounts • Zero Configuration endpoint provisioning and no licensing fees UCM6204
- 10. • 8 FXO trunk port models, 2 FXS ports with lifeline capability. • supports up to 800 users and 100 concurrent calls • Built-in call recordings server ,recordings accessible via web user interface • Zero Configuration endpoint provisioning and no licensing fees UCM6208
- 11. • E1/T1/J1 Interface • 2 PSTN trunk FXO ports, 2 FXS ports with lifeline capability • Dual Gigabit network ports, integrated PoE, USB and SD ports • Up to 2000 SIP endpoints and up to 50 SIP trunk accounts • Zero Config endpoint provisioning and no licensing fees UCM6510
- 12. Virtual Queue. Call Queue position announcement Call Queue Statistics Switchboard for all agents
- 13. Call queue Agents are members defined to answer the queue calls. Agents can be either static or dynamic. UCM Model Max Agents in Call Queue UCM6202 18 UCM6204 27 UCM6208 60 UCM6510 120
- 14. Call Control Putting calls on Hold Call transfer 3-way conference Call park 2 methods are available to use the features Using the standard feature keys Using the UCM corresponding feature codes
- 15. Means holding a caller’s place in line “virtually” Enables the customer to stay in the queue without having to stay on the phone With virtual queuing, the concept of hold time can be eliminated
- 16. Position announcement allows callers to know where exactly in the queue they are currently at.
- 17. Switchboard Check the extension's status in real-time, Monitor/transfer or hang up the call on web. Have full control on all Queues from a single interface.
- 18. Chairman/Supervisor User appointed by Super Admin to monitor and manage an assigned queue extension via Switchboard. Has more advanced features than a regular agent Only one chairman can be defined per queue extension group
- 19. Supporting Filtering by Agent/Queue. Number of received, answered, missed, abandoned or transferred calls. Unanswered rate and abandon rate. Average talking and waiting time.
- 21. QUESTIONS
- 22. CONTACT US: Office # 114, 1st Floor Business Arcade,PECHS Block – 6 Sharah-e-Faisal, Karachi 75400 T | +92 (021) 3432-4116 E | Info@linurotech.com THANK YOU! CORPORATE HEADQUARTER
Editor's Notes
- First off, Grandstream has a very strong portfolio for call center solutions, that are designed to help any business, organization in a customer service role, to tap into advanced Voice Over IP calling features for a more streamline, enjoyable customer service experience. Here we have a look to some of the different product models that are widely deployed in the customer service sector. Our GXP1600 IP phone series, as well as our UCM IPPBX models offer a variety of features to enable great customer service, which is exactly what I will be presenting today.
- Now diving into the UCM call center features, UCM supports one of the fundamental building blocks of every call center system, that is called queues, Users could create, delete and edit each call queue separately in order to fit the changing needs of the deployed tele-phony system. For example, adding new agents, removing agents, changing the call distribution strategy, and enabling and disabling automatic recordings. Users can also set many advanced features which includes custom ringtones, set failover destination upon call timeout, and many other interesting features. So the main general features of the UCM is that it supports light weight call center features including virtual queues, position announcement, statistics, and switchboard.
- Now moving onto call queue agents, where “agents” are referred to as the people who handle incoming queues with the customers, they can be defined in two types- STATIC and dynamic agents – First off, Static Agents are always in the Queue. This is good if you have set business hours, you know that your static agents will always be there to assist on calls. As for Dynamic Agents, they can be useful when managing a number of contact center-style workflow. The only difference here is that dynamic agents can login and out of queues. They offer several advantages over static agents such as your agents often move between workstations, using different phones or computers, they can choose their own time on when they can provide support. You can track dynamic agent’s productivity with their specific times of their login & logout. It’s also really useful if you have a lot of agents who either has different schedules or if there aren’t enough static agents at the moment, you will need people to fill in, so dynamic agents can be considered as good substitutes during those time of need so basically you can have three options when assigning your agents- static agents again, which are always on queue in providing support, then you have your dynamic agents, where they have more flexibility and can login & out queues, or the third option- a mix of both. The maximum number of agents for call queues are dependent on the UCM device model as followed in the chart, so for example, our UCM6510 can have 120 max agents helping in the call queues.
- Call control is a vital feature for call centers. Agents have full control over the calls with the support of almost all known features that are needed within a call center system for their day to day operations, these features set includes putting calls on hold, call transfers, 3-way conferences, and call park. This call can be done through their switchboard fron the UCM and to use these features, the users have two options. Using standard feature keys or codes on the phones. For example, the agent can use the “transfer” button on his/her phone in order to transfer calls or use the UCM’s corresponding feature code for the call hold in order to put a call on hold. You would typically want to use the feature code for when you’re using an analog phone where your phone doesn’t have a call hold button or for some reason your buttons don’t work, you have a back up method.
- So we all know what it’s like to sit and wait in a call queue. Luckily, we found an alternative way to not put customers through that waiting period. The UCM virtual queue feature allows users to provide a call back number, so that an agent will give them a ring when it’s their turn. Basically, after a customer’s waiting time exceeds a configured time, the customer will be prompted to choose if he/she wishes to stay on the line -or leave a call-back number without losing their position in the queue, allowing you to hang up. When it’s their turn, the UCM will place automatically a call to the call-back number. In other words, you can go about your normal activity and not have to wait on someone to get your questions answered.
- For those that don’t mind waiting on a queue and staying on the line, we have a feature called position announcement that allows users to check the status and the wait time of where they are in the queue. The caller’s position in the queue will be announced periodically within a configurable time frame – so you’ll hear like “ you are number 45 and then followed by a pause – and then an updated number every so often”. This can help the callers to decide whether to wait longer for an agent to answer the call, leave a callback request or simply hang up. Also, if you’re waiting and then somehow to decide that you want to give a call-back number in the middle of your wait, you can press “2” key or however the UCM was configured to provide a call-back number. So, I have a funny story to tell you all, where not too long ago, I had called the bank because I needed to check on the status of some money I had wired. But just my luck, I was put on hold and after waiting and waiting for some time, I fell asleep with the phone still on hold. I then caught myself dozing off and thought, “ there has to be a better way. I really had wish they were using our Grandstream’s UCM, so I could at least give them a call-back number, or just at least see what position I was in their queue.
- The switchboard is essential for any call center, it allows the agent to check extensions, check queues, and maintain the operation from a single interface. UCM has a simple and easy to use switchboard for real time monitoring of call queues and performance. These different operations includes: - list the waiting calls, list the proceeding calls, and list the agent’s status. The switchboard gives agents full visibility of their phone system and their progress on the queues.
- In every call center, there is one chairman agent per call queue group. The queue chairman’s switchboard has more advanced features and control over the call queues of their assigned group extensions. They have the ability to see everything of what each member is doing – who’s currently on call, who’s unavailable, and who is waiting. The chairman can also control how they want to assign queues and in what way they are sent to the static and dynamic agents. There’s a drop-down list for the Queue ring strategy -which includes Ring all- where everyone will receive the queue ring, -Liner, where it’ll ring by ascending order of extensions for the agents, Least recent- to send the ring to the person who had the longest break, or randomize where it can go to anyone. There are so many options in which the chairman can choose.
- The chairman or manager can also view the overall statistics and see which agents are under performing, if there are high amounts of abandon calls, who has a low talk time average. Using this information, the chairman can monitor and improve the quality of their team and make sure call flows are moving efficiently. We all know that for a call center, the only way to improve customer service is to review call queue statistics. – the UCM provides these stats, in categories that are easy to read and review. UCM has also built-in call queue statistics for performance measurement and agent’s evaluation, which helps managers and chairman to make the right decisions in improving the call center’s day to day operations. The call queue statistics provided by the UCM have some amazing filtering options which can be used to get every detailed information about the performance of each queue separately or the full system. Using these filters, the chairman can get the information on call distribution by agents, by the time units, queues, filter by start and end time, and many more.
- And for this slide, it shows briefly some of the statistics, which has listed the average unanswered and abandoned calls, as well as the average call and waiting time and many more information. You may wonder - What is the average wait time before a caller is connected with an agent? - What was the longest wait time a customer experienced? - How long are conversations lasting on average? - Which agents are talking to customers longer than the average? - With our comprehensive suite of reports you can answer all of these questions and more.