Admin Tools Archives - Totalconnect Cloud Services

Whisper

Ian McLeod — Thu, 13 Aug 2020 04:43:26 +0000

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 call-monitoring modes available in a contact center service (see Barge and Spy for the other two). This type of management tool is very beneficial for aiding your team with hard clients. Or to simply direct them to hang-up the call if they are on the receiving end of abuse.

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Speed Dial

Ian McLeod — Thu, 13 Aug 2020 04:23:08 +0000

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.

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Server

Ian McLeod — Thu, 13 Aug 2020 04:18:27 +0000

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 when connecting across the internet. Servers are the norm is Datacenters. A Datacenter allows you to have a redundant off-site server running your services. Usually backed up by multiple power feeds, diesel generators, and multiple paths of connectivity to the outside world. This is important in ensuring the uptime of your service.

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Ring Groups

Ian McLeod — Thu, 13 Aug 2020 04:09:50 +0000

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 group. Or to pass a new call on from an already live agent.

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Queue Call Spy

Ian McLeod — Thu, 13 Aug 2020 04:06:58 +0000

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 and support staff calls. (see Barge and Whisper for the others).

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Spy

Ian McLeod — Thu, 13 Aug 2020 04:05:52 +0000

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).

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Queue Call Barge

Ian McLeod — Thu, 13 Aug 2020 04:05:25 +0000

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 a three-way conversation. Barge is one of three possible call-monitoring modes (see Spy and Whisper for the other two).

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Queue Call Whisper

Ian McLeod — Thu, 13 Aug 2020 04:04:03 +0000

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 features available in a contact center service (see Barge and Spy for the other two).

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Queue Call Recording

Ian McLeod — Thu, 13 Aug 2020 04:01:36 +0000

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 anywhere.

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Paging

Ian McLeod — Thu, 13 Aug 2020 03:53:27 +0000

A paging system is a public address system that enables users to quickly reach other colleagues over a speakerphone. Sending pages is a method to send messages without having to wait for a ringtone, or for the person on the other end to pick up. It is particularly useful for alerts or broadcasting announcements to several colleagues at once. Often used in conjunction with a code system to identify threats like fire, security breaches, misconduct, or bomb threats.

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