Hosted Call Center Inbound Solution

The Call Center Edition offers a set of features needed for an organisation to effectively
start and manage inbound or outbound call campaigns. Unlimited ACD Queues, Unlimited call agents, comprehensive reporting, real time queue statistics, real time queue monitoring,
soft phone, skills based routing to name a few.

Features

ACD QUEUES:

The intelligent ACD queuing in PBXware provides the user
with easy to create queues, wether its giving
music on hold, random announcements or even just
assigning agents to queues, PBXware's advantage is
that it provides all these complex features in an
easy to use, user friendly interface.

ACD QUEUE FEATURES

● Easy Queue Setup
● Music on Hold
● Periodic Announcements
● Agent Announcements
● Agent Whisper
● Call Recording
● Agent Auto-Fill
● Queue Statistics
● Agent Groups

RING STRATEGIES:

● Ring All - Ring all assigned phones
● Round Robin - Ring Agents in succession, one
after another
● Least Recent - The agent with the longest wait time
● Fewest Calls - The agent that has taken the least calls
● Random - Randomly distribute calls
● Round Robin Memory - Remember where we left

Queue Statistics:

Call Centre includes comprehensive queue statistics
reports. These reports will help you achieve better
customer service by forecasting call volumes, calculating
agent requirements and comparing results with
expectations.
Statistics data is opened in a separate popup window and
displays:

Queue Features:

● All calls
● Answered calls
● Unanswered calls
● Call time
● Hold time
● Queue entry
● Exit position
● Minimum time
● Maximum time
● Average time
● Total time

Agents Statistics:

● Number of calls
● Calls per minute
● Calls percentage
● Talk time
● Idle time
● Session time
● Number of hangups

Real Time Displays:

Real time queue - agent monitoring allows authorized
user to keep track of status and traffic in each queue.
Data is automatically refreshed every 3-60 seconds.
The following details are displayed:

Queue Monitoring:

● Name
● Total Calls,
● Maximum Calls
● Calls Unanswered
● Calls Waiting
● VIP Calls Waiting
Agents Monitoring
● Name
● Extension status
● Current Call
● Channel
Caller Information
● Caller ID
● Extension number
● Status
● Priority
● Channel
From monitoring location, actions such as call
transfers, call hangups and call listening are possible

Desktop Apps:

End-user Applications
Are developed for easier PBXware integration with MS
Windows Desktop. With their comfortable and
functional inteface advanced PBXware options are
used easily.
Our end-user applications include:

OPCOM:

MS Windows base application designed to play a role
of a telephone switchboard, giving user powerful softphone
tools at hand

outCALL:

Designed for integration with MS Outlook giving users
powerful tools at hand for placing and receiving calls.
User Self Care
Extension of administration interface used by the
extension owner. Through this interface users can
basically manage their own extensions and help themselves when needed

Call Recording:

Call centre allows you to record all incoming and
outgoing calls made by any extension or call agent.
Calls can be recorded in: gsm, wav, wav49 and ogg
audio format; downloaded and played back on your
desktop.
The important part of every call recording solution is
storage and easy access to historical recordings.
PBXware builds your call recordings right into your call
reports. By joining 2 major functions such as reporting
and call recording gives you the ease of clicking on a
queue/agent/caller id and see call by call all your
recorded calls. Then simply click to download.

Instant Recording:

This service records calls from the point activation
code is entered (*159). From that point, call will be
recorded until one of the parties hangs up. It is very
useful when in need to record parts of an important
call.

Call Monitor/Barge:

Real time call monitoring allows authorized user to
monitor and listen calls of one or more users/agents in
real time. It is very useful when needing insight on the
quality of the information given by call agents for example

Screen Shots

SIP Termination

We provide VoIP termination to over 170 global destinations, with a strong focus on the United States. Please feel free to contact us if you have any questions, or sign up online.

Economical

• No commitments, no charge per channel
• Competitive per minute rates

• SIP trunking
• Unlimited simultaneous calls

• Supports all SIP platforms
• Asterisk, Fonality, Switchvox and more
• Cisco, Polycom, SNOM, Linksys, Allworx

Billing Increments

• USA: six (6) second increments.
• International: thirty (30) seconds initial minimum and six (6) second increments thereafter.
• Mexico: sixty (60) seconds initial minimum and sixty (60) second increments thereafter.

• $0.013 per minute for US and Canada destinations
• A-Z Termination standard rates click here

Hosted Plans

Click4PBX offers PBXware on a different platforms:

Dedicated plans click here