by Ian McLeod | Aug 13, 2020
Whisper is a call-monitoring feature that allows you to listen to a call between a customer and an agent. It also enables a manager to speak to the agent without the customer being able to hear you. This feature is used to help train new agents and is one of three... by Ian McLeod | Aug 13, 2020
Speed Dial is a feature that allows you to save regularly dialed numbers into a phone’s memory. Allowing you to dial frequently used numbers quickly. Commonly by assigning a preset on the dial-pad shortcut using a * two-digit code. by Ian McLeod | Aug 13, 2020
A server is the cornerstone of your technological installation. This is a Computer or device that “serves” applications and data to the rest of your network. Individual machines connect to a server over a LAN (in the case of an on-site server) or a WAN... by Ian McLeod | Aug 13, 2020
Ring Groups are a feature that automatically rings multiple phones when a specific DID or extension is dialed. These can be programmed in many different ways, usually to get simultaneous ringing phones. They can also be programmed to call each agent in order within a... by Ian McLeod | Aug 13, 2020
Queue Call Spy is a call-monitoring function that lets you enter an existing phone call. To listen passively without interrupting the ongoing call or notifying either of the callers. Spy is one of three possible modes and is usually used by a Manager to monitor sales... by Ian McLeod | Aug 13, 2020
Spy is a call-monitoring function that lets you enter an existing phone call and listen passively without interrupting the ongoing call. Spy is one of three possible management features (see Barge and Whisper for the others). by Ian McLeod | Aug 13, 2020
Queue Call Barge is a phone feature that allows you to join in on an ongoing phone call within a specific queue, usually to assist in answering questions, clearing up information, or closing a sale. In barge mode, both the customer and the agent can hear you, creating... by Ian McLeod | Aug 13, 2020
Queue Call Whisper is a call-monitoring feature. Opening a channel for a manager to speak to an agent without the customer being able to hear the manager. This feature is generally used to help train new agents in a queue. It is one of the three-call-monitoring... by Ian McLeod | Aug 13, 2020
Queue Call Recording gives you the ability to record some or all of the calls in from each phone in you’re queue. Recordings are stored in the cloud so they can be accessed from...