Product Overview
The PositronTelecom solution is Asterisk based and is intended for reseller with little or no knowledge of how to create a Call Center. All the configuration is simplified into a WEB based configurator. An application is sold along with the product which will allow real time monitoring of queues, agents and phone records as well as a simple and easy way to generate important reports / metrics. The system is designed for call centers with less than 30 users and pricing for four port FXO solutions begin at $2500 MSRP.
Application examples of Inbound Call Centers
Order Taking Services
Toll Free Customer Service
Live Web Chat
Email Response
Direct Response
Conference & Registration
Live Receptionist
24-Hour Help Desk
Emergency Response
Highlights
Inbound call centers can provide the following benefits:
•Improve customer relationships
•Enhance Agent productivity
•Measure and Monitor call center performance
The Positron Inbound Call Center solution offers:
•Connectivity to telephone and VoIP networks
•Support for up to 30 simultaneous calls
•Monitoring tool – CDR, Queues, System status and Agent view
•Full PBX functionality
•Support for up to 10 call queues
Key Features
- Queues – used by call centers to correctly place inbound calls into the correct queue for agents to answer the calls. A typical example would be “on your touch tone phone hit one for sales, hit two for support….” And the calls is directed to the correct agents.
- Call Data Records – a listing of all calls on the PBX system. This can be used for call metrics analysis, costing and performance
- Real time Monitoring – done largely at a system level to determine the ‘health” of the system
- Overview Pane – used to display the status of agents in a call or queue for a more granular look at activity
Configuration allows for
- Full PBX functionality
- Agents and Queue configuration
- Incoming calls being placed in the queue
- Members that answer the queue (extensions or users that login as agents)
- A strategy for how to handle the queue and divide calls between members
- Music played while waiting in the queue
- Announcements for members and callers
April 7, 2023
Phone System 