Features Archives - Totalconnect Cloud Services

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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Report Caller Hold Time

Ian McLeod — Thu, 13 Aug 2020 04:15:15 +0000

Report Caller Hold Time is a PBX feature, often used by Contact Centers, that informs you how long a caller has been on hold before you pick up the call. This gives your agents an idea of how long the customer has been waiting, and if they may be irritated by long wait times.

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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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Rate Center

Ian McLeod — Thu, 13 Aug 2020 04:09:17 +0000

A Rate Center is a geographic area that determines boundaries for local calling in the Public Switched Telephone Network (PSTN). Rate centers are used by Local Exchange Carriers and identified by an assigned area code. Often times a single rate center will encompass multiple area codes. Vancouver, as an example, has 604, 778, and 236 area codes overlayed into one rate center.

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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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QoS Quality of Service

Ian McLeod — Thu, 13 Aug 2020 04:00:40 +0000

QoS Quality of Service is a protocol used to prioritize important specific outbound traffic. In Voice over IP, this is a Router-based standard. Which prioritizes call quality when both voice and data are using the same network. Key measurements of QoS include jitter, latency, and packet loss which all affect call quality.

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