PABX Eugene Kharabash SCREEN POP SMARTVOIX vs TAPI
PABX Eugene Kharabash
SCREEN POP
SMARTVOIX vs TAPI Integration with existing PABX* (requires TAPI** support) Smart. VOIX from Cell. Track * Private Automated Branch Exchange ** Telephony Application Programming Interface
SMARTBOOKER IVR STATISTICS
INCOMING LINE TECH SUPPORT PSTN Primary Rate ISDN (Integrated Services Digital Network) Basic Rate ISDN POTS (Plain old telephone service) - not recommended Vo. IP (Voice over Internet Protocol) Supporting SIP and IAX 2 protocols Subject to network infrastructure Less reliable than PSTN, consider emergency calls.
REQUIREMENTS Two separate LANs (Local Area Networks) cabling Internet connection UPS (Uninterruptable Power Supply) LAN configuration, by customer's IT support COMMON SENSE ADVICE Configuration by customer's Telco Reserve lines for emergency and driver calls.
REQUIREMENTS
REQUIREMENTS Plenty of power sockets for PC, monitors, chargers, etc Phones powered over data cable
SMARTVOIX FEATURES Intergration with Dispatch Client Software Screen pops Call Recordings are linked to bookings details Dashboard Software for operators for joining and leaving call queue. Intergration with Web. Admin Searchable call and recording history Statistics
SMARTVOIX FEATURES Smart. Booker IVR Text to speech General Customisable fleet-specific welcome Default queue Multiple queues High priority driver queue Call holding, call transfer, ring groups
SMARTBOOKER IVR For returning callers Configurable Falls back to operator Can be disabled per Caller ID Can be disabled per address Call priority in queue TTS (Text To Speech) license Pronunciation editing
SMARTVOIX COMMON PROBLEMS Objectives by priority Reserve lines for emergency calls Free up operators if IVR can do the job Connect caller to operator ASAP, improve service level Get calls through the system ASAP – long announcements and bad IVR cause longer calls and keep lines busy – bad for driver calls and for the customers
SMARTVOIX COMMON PROBLEMS Emergency line reservations Telco places calls to incoming lines based on Telco's configuration. PABX can not control what call rings which line. Cell. Track System is not authorised to request Call Centre's (CC) Telco to make changes. Needs to be done by the authorised CC managers. Outside of Smart. VOIX scope - Common sense. Reserving outgoing line(s) for General emergency. Use mobile phones? Reserving incoming line(s) for driver support or driver panic calls.
SMARTVOIX COMMON PROBLEMS Unregister from Queue and DND Damage depends on Ring Strategy setting Can be annoying, slow, calls out of order or totally blocked Using DND function has similar results, only quicker Default settings assumes human error - "C'est la vie".
SMARTVOIX COMMON PROBLEMS Long multi-topic announcements What is announcement? Problem: one long announcements instead of several smaller ones. Common announcements • Legal requirement to warn caller that call is recorded. • Advertising • Misc notices Allow to skip over? Is it in the right place?
COMMON PROBLEMS Announcements
COMMON PROBLEMS Announcements
COMMON PROBLEMS Announcements One point, one file. Short, clear, concise. Review wording Test
THANK YOU! Questions?
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