*astTECS Call Center Solution Feature List (ASTERISK Based)

Predictive Dialing 

Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability.

Manual Dial from Screen

Feature providing direct dialing from screen as per requirement by user.

Hang-up/ hold

Feature allowing hangup and hold functionality as per requirement by user and campaign.

CTI (Screen Pop; disposition)

CTI feature providing screen pop and disposition assignment to sessions.

Agent Presence management

Feature providing ability to monitor presence of agents in contact center.

Real time monitoring

Feature allowing for real-time performance monitoring.

Reporting

Reporting feature allowing access to various reports generated by system.

Contact List Management

Feature allowing dynamic contact list management as per business requirements.

Multiple campaigns

Feature allowing the ability to engage in multiple campaigns.

Disposition management

Disposition management feature provides the ability to set and assign various dispositions as per business requirement.

User management and assignments

Feature providing the ability to assign and manage various user access.

Conference 3 party

Feature allowing multi-conference functionality up to 3 lines at any given time.

*astTECS Call Server

Optimized Call Server for dynamic CTI based systems applicable on each set-up

Default Resource Adaptor

Resource Adaptor feature providing basic call server functionality .

Trunks

Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount.

Extensions

Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount.

*astTECS ACD

Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent

Routing Customer calls based on DID; DNIS or ANI

Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents.

Routing Customer calls based on CLI

Routing Customer calls based on Caller line identification. Applicable as per inbound agents

Forward a call on trunk

Telephony feature allowing for call forwarding on a trunk. Applicable as per inbound agents

Route a call to a group of agents based on FIFO; LWA (longest wait agent)

Dynamic routing feature allowing for multiple protocols as per business requirements to optimize agent productivity. Applicable as per inbound agents

Multiple queues

Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents

Welcome Message

Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent

Language and Skill Selection

Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent

*astTECS Voice Logger

*astTECS  Voicelogger provides secure real time recording module in various recording formats and applicable as per agent

100% recording in raw codec form

Voicelogger Feature allowing recording in codec format to optimize space and quality requirements.

Search

Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration.

Agent Login

Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis

Put call on hold

Feature for agent to put call on hold as per agent requirements.

Transfer calls to another user

Feature for agent to transfer call to other users as per agent requirements.

Manually dial calls

Feature for agent to manually dial calls directly from system as per agent requirements.

Conference with Customer and other users

Feature to allow conference between agent, customers and other users in contact center as per session requirements.

Terminate calls (including conference)

Feature to allow agent to terminate sessions as per requirements.

Transfer calls to outside department or contact center

Feature to allow agents to transfer calls as per session requirements.

Login / Logout

Login / Logout

Receive Calls

Receive Calls

Supervisor Login

Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis

Monitor user log in/out

Feature for supervisor monitoring to login and logout of users.

Supervisor Snoop with agents

Feature for supervisor to quietly listen into customer interactions of agents in real-time.

Barge with agents

Feature for supervisor to quickly takeover a call interaction from agents in real-time.

Supervisor Whisper with agents

Supervisor feature to impart instructions to agents without alerting customer.

Supervisor Confer with agents

Supervisor feature to engage in conference with agents and customers in real-time.

Force logout of agents

Supervisor feature to terminate login session of agents as per supervisor requirements.

Supervisor Live call monitoring

Supervisor feature to monitor agent customer interactions in real-time.

Supervisor Download recorded conversations

Supervisor feature allowing quick and easy downloading of recorded agent sessions.

Supervisor Listen to recorded conversations

Supervisor feature allowing quick and easy listening of recorded agent sessions.

Monitor live agents and/or Customers through GUI

Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface.

Administrator Login

Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis

Campaign, Queues and Group Management

Administrator feature to define parameters for campaign, queues and group management as per business requirements.

Media context and routing configurations

Administrator feature to configure media context and routing as per business requirements.

User Management and Assignment

Administrator feature to manage and assign user privileges.

Prompt Management

Ability to manage voice prompts.

Screen-pop& Integration with 3rd party apps.

Comprehensive screen-pop module providing real time access to information through rapid triggers and in-depth definition of information parameters.

PHP Default Screen-Pop App (mini-CRM)

Basic screen pop feature providing immediate and updated information to agents.

Integration with third party CRM

Integration with third party CRM allows to pop up the CRM to display all customer records.

Agent Workbench

Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis

Sign on from web

Feature to allow quick agent login from web based interface.

Receive calls along with customer screen-pop

Feature for screen pop application to display customer information to agent instantly as call is received.

Assign dispositions to interactions

Feature providing agents the functionality to assign dispositions to customer interactions.

Update Customer details

Feature to allow agents to update customer details in real-time.

Voice mail

Voice mail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up

Admin interface to access voice mail

Feature to provide interface for administrator access to voice mails.

Send voice mail recording on email

Feature to send voice mail recording on email for easy access anywhere, anytime.

Office Hour

Office Hour is a business centric module allowing for predetermined office timings calibration of processes and applicable as per set-up

Office timings and holidays calendar configuration.

Feature allowing configuration based on office timings and holidays.

Office/Non office hour welcome and greeting message play as per the calendar.

Feature to provide voice recordings defined as per office hour and holidays.

*astTECS IVR

*astTECS Interactive IVR helps build custom made solution based on predefined IVR flow.

Database Interaction

Helps to pass and retrieve data from the data base.

Multiple language support

Music on hold