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PABX

PABX. Eugene Kharabash. SCREEN POP. SMARTVOIX vs TAPI. Integration with existing PABX* (requires TAPI** support) SmartVOIX from CellTrack. * Private Automated Branch Exchange ** Telephony Application Programming Interface. SMARTBOOKER IVR STATISTICS.

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PABX

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  1. PABX Eugene Kharabash

  2. SCREEN POP

  3. SMARTVOIX vs TAPI • Integration with existing PABX* (requires TAPI** support) • SmartVOIXfrom CellTrack * Private Automated Branch Exchange ** Telephony Application Programming Interface

  4. SMARTBOOKER IVR STATISTICS

  5. INCOMING LINE TECH SUPPORT • PSTN • Primary Rate ISDN (Integrated Services Digital Network) • Basic Rate ISDN • POTS (Plain old telephone service) - not recommended • VoIP(Voice over Internet Protocol) • Supporting SIP and IAX2 protocols • Subject to network infrastructure • Less reliable than PSTN, consider emergency calls.

  6. 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.

  7. REQUIREMENTS

  8. REQUIREMENTS • Plenty of power sockets for PC, monitors, chargers, etc • Phones powered over data cable

  9. SMARTVOIX FEATURES • Intergrationwith Dispatch Client Software • Screen pops • Call Recordings are linked to bookings details • Dashboard • Software for operators for joining and leaving call queue. • Intergrationwith WebAdmin • Searchable call and recording history • Statistics

  10. SMARTVOIX FEATURES • SmartBookerIVR • Text to speech • General • Customisable fleet-specific welcome • Default queue • Multiple queues • High priority driver queue • Call holding, call transfer, ring groups

  11. 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

  12. 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

  13. 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. • CellTrackSystem is not authorised to request Call Centre's (CC) Telco to make changes. • Needs to be done by the authorised CC managers. • Outside of SmartVOIX scope - Common sense. • Reserving outgoing line(s) for General emergency.Use mobile phones? • Reserving incoming line(s) for driver support or driver panic calls.

  14. 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".

  15. 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 • Miscnotices • Allow to skip over? • Is it in the right place?

  16. COMMON PROBLEMS Announcements

  17. COMMON PROBLEMS Announcements

  18. COMMON PROBLEMS Announcements • One point, one file. • Short, clear, concise. • Review wording • Test

  19. THANK YOU! Questions?

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