Admin
Administrative tools
- User Management: Organizations with large deployments can centrally add, remove and modify users. The maximum number of users with access to text services depends on the license.
- Group Management: All users can be distributed into different groups. Furthermore, every user can belong to more than one group. Different routing and transferring strategies can be selected to route calls in the most efficient way to various departments.
Call Routing
- Longest Idle method: Calls are routed to the user who has been longest idle. Users must login and indicate to the system whether they are available to take a call. Calls will be offered to a pre-determined number of agents before being routed to the answer machine.
- Broadcast Method: Calls are placed in a queue and all users are notified of the number of calls in the queue. Any available user can answer.
Configurable Text Answer Machine
- Switch on/off the text answer machine
- Change the text answer message
- Change the period of time before routing a call to the answer machine
Save Conversations
The system Administrator can decide whether or not the users can locally save conversations manually or whether conversations be saved remotely to a network resource as well as file server.
Update, Revert and Backup
The backup feature allows organizations to save users profiles, passwords, group configuration, … as well as any configuration information into a backup copy.
Reporting
The HTML browser-based interface “Control Centre” is provided for reporting. There are a number of pre-defined reports that can be customised using various parameters
- Predefined Reports: Control Centre provides users with a set of predefined reports. Reports on number of text calls, voice calls and other resources as well as users activity is accessible from this interface. Users can access reports at any time and generate them in real time.
- Customised Reports: Statistical information can be exported into an external Oracle or PostgreSQL database. This allows customers to create their own customised reports.