Call Center Solutions,Telecom Application,IVR Software



1. What is a Call Queue?

Def 1 : A call queue places incoming calls in line to be answered while agents are busy with other calls. The queued calls are distributed to the next available user in the order received. Once Call Queue is created, they can be assigned to a specific Process and configured to feature greetings, messages and hold music.

Def 2 : Call Queue is a inbound call feature. We can Route the incoming calls to different queues based on the preference defined.

Example:For English :5 users, tamil :4 users that we will form a queue. If any user is more skilled then we can assign two or three calls in a queue to him.

2. What is Barge-In ?

Def 1 : Barge in is a monitoring tool for improving the quality of agent. Supervisor can barge-in the live conversation of agent and the customer and listen how the agent is talking to the customer. This feature is mostly used while training the new agents.

Def 2 : Call barging is a call center software feature that allows a call center manager/supervisor to listen in on live calls without the caller or call center agent knowing (known as silent call monitoring) and then barge into the call to speak with both the agent and the caller (known as call barging). Similarly while silently monitoring the call supervisor can speak only with agent even though agent is on a live call (known as whisper).

3. What is a Station?

Def 1 :Stations are extensions where agent will be connected with soft phone or Physical Phone (like Analog/IP Phone)

Def 2 :Station is in other terms known as extension, which handle call activity. such as, in-call, out-call activity. These station need to be configured on some media like Soft phone, IP phone or FXS.

4. What is Soft Phone?

Def 1 :Soft Phone is the communication media device on which stations(above question) get registered, which allow users(Agents) to speak with others(Customer, TL or colleagues), either in one to one mode, conference, or forwarding, depending upon soft phone features.

Def 2 :A softphone (software telephone) is an application program that allows the user to make phone calls from a computer.

Def 3 :Soft phone is nothing but small exe file , which we will install in all the tele caller PC .This will work as a back bone for convox crm. All the incoming ,outgoing calls are made thru soft phone only....

5. What is meant by Auto dialing / Predictive Dialing ?

Def 1 :Auto-dialer automatically dials calls and connects the call to a agent/representative. This removes the wait time between calls and can improve productivity significantly. Types of Auto Dialer

  • Progressive Dialer : On completing the previous call (or moving from "Wrap-up" to "Go ready") the system automatically dials the next number on the list.

  • Predictive Dialer : The predictive dialler determines that a percentage of calls will be unsuccessful and therefore over-dials connecting 'live' callers to the advisors as soon as they come available.

6. What is the difference between Predictive dialing and Progressive Dialer:

Def 1 :Progressive dialer although calls are made as soon as advisors are available many of those calls incur a long ring time, are engaged or hit an answer-phone - all wasted time with an advisor on the end of the line. The most intensive solution is the predictive dialer.

Predictive dialers are typically used in very high volume low margin outbound contact centres where the efficiency of the agents.

Def 2 : Auto dialing or predictive dialing is a mode in which uploaded list Nos get automatically dialed out according to predefined logics like, availability of agents, pacing level, list selection etc.

7. What is preview dialing ?

Def 1 : With a preview dialer at the end of a call, your agents are able to see the next call in the list. It is up to them when to make the call and they may also be able to skip to the next name on the list.

Use Case:This can be ideal for more complex sales where a bit of research is required between calls to increase the chances of success.

Def 2 :In Preview dialing mode, the agent can call on clicking the available numbers in selective way of their choices from the uploaded data.

8. What is Campaign? OR what is Process?

Def 1 :Series of actions or steps taken on order to achieve a goal, confined to a particular function. In sales process all the agents in process tries to achieve the conversion of potential lead in the sales process.

Def 2 :Campaign is a specific group of agents intended to do activity in a group as per the campaign requirement, like inbound, outbound or blended activity, from the same set of datas.

Def 3 :In a call center there will be multiple process like sales, collection, customer support ...etc . All these process can be handled by single server by creating multiple campaigns.

9.Who is an Agent ?

Def 1:A person who is able to make, receive call and able to modify feedback of calls.

Def 2 :A call center agent is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. Other names for a call center agent include customer service representative (CSR), telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member.

10. Inbound and Outbound means?

Def 1 :Inbound means calls those are received by the call center agents

Outbound means calls those are made by the call center Agents.

Def 2 :An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two.

An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.

11. what it is Wrap up Time?

Def 1 :The time required by the agent after a conversation is ended or the time where agent summarize call after disconnected call.

Def 2 :wrap up time means , once the tele caller ends the active call before attempting next call . she/he will do some work like notifying some valuable points given by current customer...

Def 3:The time required by an ACD/auto-dialer agent after a conversation is ended, to complete work that is directly associated with the calls just completed. Does not include time for any other activities such as meetings, breaks, correspondence, etc.

12. Explain the process of external crm integration ?

Def 1 :Contact center CRM integration is synonymous for great customer service and faster lead conversion. This is why CRM integration is so fundamental to growing businesses in an increasingly competitive and evolving marketplace. So ConVox provides different types of integrations like:

  • API Based Integration

  • URL Based Integration

  • XML Based Integration

Why External CRM Integration?

Traditionally, for Support, Services, Marketing and Sales teams use many software applications to meet their own communication needs and company's objectives, none of which were cross-functional. An integrated call center goes beyond the pulling and pushing of data, it consolidates the range of business unit requirements into one unified, cross-functional solution, thereby, conforming to the way users and business processes really work.

Def 2 :The external crm should be a web based crm for integration with ConVox. It is a URL based integration. We can pass the Parameters based on the customer requirement along with phone number. as phone number is the unique parameter. The CRM provider has to give us a http based API with parameter phone number. When we get an incoming call, we will call the given API with the caller id, so that all the information will pop up against the phone number.

Def 3 :Web based external crm is possible. We will call their web page with unique API , with the following parameters like customer id, phone number and name.. And also we need INTRANET or INTERNET with the external crm server.

13. What is meant by Pacing ?

Def 1 :Pacing is a auto dialer feature. Pacing is the ratio in which we can define at the admin panel, number of calls to be dialed per Agent. Based on the quality of lead, admin can increase or decrease the pacing. Pacing can be increased or decreased based on the contactibility. In normal senario, call pacing shall be 1:1.5 or 1:2.

Example: 1:2 ,1:3 like this we can assign pacing ratio , for single user calls will initiate in two channels or three channels.

Def 2 :It is a feature of Predictive Dialer which can improve agent performance by ensuring that contact center agents are on the phone and not left idle. Pacing Ratio is schedule dialing so agents are kept busy but not so busy that calls are dropped.

14. What is Buffer Level in Predictive dialing ?

Def 1 : Buffer level is the numbers picked by the dialer from the calling list. If we keep the buffer level as 100 for 10 agents. The dialer dials from the 100 numbers based on the pacing and after finishing the 100 takes another 100.

Def 2 :Buffer for outbound and inbound dialed calls. These are calls that are queued in and waiting for the agent to answer. In Predictive Dialing "Dialed Calls in Buffer" is equal to "dialed but not queued outbound calls" + "queued but not diverted outbound calls" + "queued but not diverted inbound calls".

15. What is Abandoned call, Explain difference between Agent Abandoned and Abandoned?

Def 1 : Two types of abandoned are there agent abandoned and dialer abandoned . Suppose in a incoming process if call comes in, by the time if agent is busy. Client will abandoned the call so it will be considered as agent abandoned. In outbound predictive dialing , Suppose If the customer is busy on a call, then the dialer will disconnect the call and go for a next call .So it will be consider as a dialer abandoned ....

Def 2 :

An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs. When inbound calls are abandoned, it is often because the caller is frustrated with the time on hold.

An abandoned call may also be referred to as an "abandoned contact.".

16. Hot Transfer Means?

Def 1 :While agent in conference he can able to cut current call without disturbing others and able to make a another call is called Hot Transfer.

Def 2 :During On-Call, Agent can do Hot Transfer call to any other Agent Extension/External number from registered hot transfer extension. Call will be transferred through specified Hot Transfer Trunk where this trunk Settings can be configured in Admin Login.

17. What is the Maximum size of the audio file to be uploaded in ConVox ?

Def 1 :Up to 10MB audio file can be uploaded.

18. Will call recordings available? Can admin can download and listen them ?

Def 1 :Yes Call recording is available in call recording report. Admin can able to download and listen the voice.

19. Can Agent schedule call backs ?

Def 1 :This option allows an agent to set a Follow-up or Call back so that they are the only Agent that can call the customer back. This also allows the Agent to see their callback listing and call them back any time they want it..

20. Can we monitor all agents real time performance ?

Def 1 :Open process status in ConVox Admin Interface to monitor all the agents who are currently logged in assigned for this team leader. Monitor Process wise statistics such as agent count for states like Idle/On Call/Wrapup/Break or number of calls which are currently queued up.

21. How recordings data can be moved where the back up data can be stored?

Def 1 : We have define back up stored path in database so all recording data Automatic /Manually stored in backup server.

22. Can we activate or upload DNC numbers ?

Def 1 :We can upload a set of DNC no's to the dialer, there after dialer will not dial those numbers. Even if agents try to call that no dialer will not Dial out

23. How can admin find unreachable/switch off numbers after predictive dialing has been done ? Can he reschedule calling for those leads?

Def 1 :We can find unreachable/Switch off numbers in reports at admin level, it will appear as abounded calls. And admin has a option of recycling the dialed predictive campaign, where dialer will remove all the dialed numbers from that campaign and reschedule calling for abounded calls.

Def 2 :yes , we can do in re attempt of non contactable leads.....

24. What is IVRS ? Can multiple level IVRS can be designed?

Def 1 :IVRS- Interactive Voice Response System

We can create multiple level of IVRS. Here we have two types of IVRS.

a) Static IVRS: In this type of IVRS we can do only blind call transfer and not possible to do any database integration

b) Dynamic IVRS: In this type of IVRS we can design the solution as per customer requirement and it will provide all types of reports.

25. Is Scheduler option available? How it will work ?

Def 1 :We have scheduler. For agents we have an option to schedule the calls at pre set date and time. at that particular time a pop-up will appear on agent screen.

26. How to upload customer data for calling ? In which formats

Def 1 : excel, txt and csv formats

27. Asterisk Means ? How it related to ConVox ?

Def 1 :Its just a open source software which is PBX software. We are using ASTERISK as a base for calling activities. Asterisk plays a major role in covox software.

28. What is Number Masking ?

Def 1 :Masking Feature is available at Process level. We can prevent agent to see the phone number so that data will be more secure i.e., High level security is maintained in encrypted format .

29. How DND works in ConVox ?

Def 1 :This feature allows to upload the list of numbers which are not to be called. Agents can also dispose a call as DND so that it is not called next time. However, for national DND lists, it is recommended to scrub the DND numbers, before uploading the lists.

30. What is CRM ?

Def 1 :CRM consists of text fields which will pop in Agent screen during a call where Agent will fill the fields before closing the call .

Def 2 :

1. Admin can design the CRM for Agent Pop-UP by filling Labels and drop-down items.

2. CRM screens (Agent Popup Screen) can be designed for Every Process. Agent pop up will come based on the process he is logging in.

3. CRM fields can be marked as a Mandatory fields. Option given to Administrator to make any CRM field as a mandatory field. Agent cannot close the call with out putting value in mandatory fields.

Enabling Communication Applications