Intelligently managementroute modulesincoming with new technologies.
Addedcalls to the basicmost functionality,appropriate extendingagent aor seriesdepartment ofwithin quickyour options and services, integrated into one product, which will enable the management of multiple communication channels with a single centralized device.
Basic Functions
Pickup
Allows calls from other extensions be picked up in the following ways:
*8
company.
YES
Pick up a group call (section)
YES
Call
* + XXX
Queuing
Route
Pickcallers up an extension call determined by XXX
External Calls
Make calls out (depending onto the permissionsnext ofavailable the user), permissions are associated to each extension:
Make local calls.
Make international calls.
Make calls to cellular phones.
Make internal calls.
9 + number
agent.
YES
External call (according to internal permissions)
YES
Virtual
*25Hold or
(Queue Callbacks)
Allows
Externalcallers to hung up and receive a call withwithout recalllosing possibility
their places in line.
YES
YES
Call recordings
Record
&
Deviations
listen
Deviationsto areinteractions possiblefrom all available channels.
YES
YES
Screen pop-up
Form appears automatically as soon as a call is finished
YES
YES
Wrap-up time
Time interval granted to the agent to manage calls after they ended.
YES
YES
Conference calling
Have a three-way conversation –and more!
YES
YES
Custom breaks
Assign different 'break' activities based on the stateagents' needs.
YES
YES
After-business hours & Holiday rules
Automatic & customizable notification when a call is executed outside campaign/business hours.
YES
YES
Estimated wait time
Callers are notified about the estimated time they have to wait before being attended by an agent
to interact with human callers through voice commands
YES
YES
Text-to-Speech
(TTS)*91
Assistive technology that reads digital text aloud.
YES
Activate voicemail
YES
Automatic
*92
Speech Recognition
Converts
Disablean voicemail
incoming
human-spoken
audio
into
text
thanks
Others
to
Checkacoustic states& orlanguage information.
*50
models.
YES
Extension Status (Indicates the services are activated)
YES
Omnichannel
*75
features
Unified Inbox
Meet
Sayscustomers myin extensionthe number
digital
channel
of
their
choice,
Operative
Making a call
For external calls you have to type:
9 +4013864
9 +16
Dialintegrating all together.
Internal calls: Internal calls are made directly, for example: 205 or 207.
Note: For IP phones, after dialing can be marked "send" or "#" to send the call.
Pick up another extension call
* 8. Dialing * 8 pickup callstouchpoints in the same group.
place.
*
100
NO
to
YES
lift
Unified Notification Center
Receive new interaction notifications from all channels in the extensionsame 100notification ifbar. is
ringing.
NO
Simple
YES
transfer
Transfer interaction (to agents and/or groups).
Transfer any interaction from one agent, group or Blind Transfer (##)
Case: A is talking to B and A wants to transfer the call to extension C, without asking if
C wants to take the call.
Steps:
When A and B are talking, A mark # #, the PBX plays "Transfer" and A digits the extension of C. After A digits the extension number B is transferred to C.
B is in communication with the extension C, or listening the ring tone until C answers or not.
If C does not answer the call is returnedcampaign to the source.
other.
Transfer
NO
YES
Disposition Management | Category codes
Categorize digital interaction outcomes (occupied, not connected, blocked/wrong number, abandoned & others).
NO
YES
Post-interaction Satisfaction Surveys
Receive customer feedback at the completion of all interactions.
NO
YES
Omnichannel Interaction Recordings
Audio & screen recordings of all digital interactions.
NO
YES
Bot Automation
Automate all digital interactions using uContact's native & customizable Bots.
NO
YES
WhatsApp Business
NO
YES
Official WhatsApp Business Provider Integration*
Officially integrated to several Facebook-certified WhatsApp Business providers (Gupshup, Infobip, Wavy & more).
NO
YES
Inbound WhatsApp Business Campaigns
Receive & answer interactions directly from uContact, just as you would from the app.
NO
YES
Pre-Approved Templates for Outbound Campaigns
Use WhatsApp Business-approved templates in your outbound campaigns
NO
YES
Facebook & Facebook Messenger
NO
YES
Facebook wall & posts
Receive & handle notifications each time the company has been mentioned in a comment/post.
NO
YES
Facebook Messenger
Receive & answer direct messages from your Facebook page directly from uContact
NO
YES
WebChat
NO
YES
Audio calls with consultationWebRTC
Start and/or answer audio calls directly from your website using Web RTC technology.
NO
YES
Video calls with WebRTC
Start and/or answer HD video calls directly from your website using Web RTC technology.
NO
YES
Share screen
Share your screen directly from the WebChat.
NO
YES
Request screen
Request your client's screen.
NO
YES
Email
NO
YES
Bulk & One-to-One email campaigns
Send emails to one or Attendedmultiple recipients at one time.
NO
YES
Send & receive attachments
Send & receive files securely with File Transfer Protocol (#0)FTP).
NO
Case:
YES
A
Customizable isemail talkingtemplates
to B and A wants to transfer the call to C, consulting if C wants to talk to B.
Steps:
When A and B are talking, A dials # 0, the PBX plays "Transfer" and gives a dial tone so that the extension C is dialed. B waits on hold.
A dials the extension of C and talk to C.
If C wants to take the call, A must hung up so C and B get connected.
If C does not want to take the call, A dials * or C Hangs up, this cuts communication between A - C while A keeps talking with B.
Call Parking
The PBX has the ability to put up calls. For example: you are talking to A and wants to talk to B but you do not know where B is, you can put up the call from A while B is found, is like letting someone wait in line for the caller.
Procedure to park:
When talking with A #3 is dialed.
The PBX indicates the position where It’s the call. Example, the PBX says: 701. So, that was the call parked at position 701.
Taking a parked call:
The position where the call is parked is dialed. In the above example, dial 701 to get the parked call.
Conference Room
If you want to set up a conference you should use
Use one of uContact's email templates or easily create/design your own.
NO
YES
SMS & MMS
NO
YES
Bulk & One-to-One SMS campaigns
Send SMS campaigns to one or multiple recipients.
NO
YES
Multimedia Messaging Service (MMS)
Send multimedia messages to one or multiple recipients.
NO
YES
Low-code Development Tools
Workflow Designer
Build your own workflows with uContact’s low-code programming workflow designer.
YES
YES
Report Creator & Designer
Use a standard data capturing form, integrate your own CRM, or build your own forms from scratch.
YES
YES
Data-capturing Form Designer
Use one of uContact’s +200 available reports or use our low-code report designer to create your own.
Listen to your agent's conversations in real-time and whisper feedback in real-time.
NO
YES
Satisfaction Surveys
Receive customer feedback at the conferencecompletion roomsof all interactions.
NO
YES
Reporting & Analytics
Real-Time Dashboards
Omnichannel & real-time monitoring of daily performance.
YES
YES
Historical Reporting
Generate & access reports with information from the first day using uContact
YES
YES
Graphical Alerts
Receive graphic & automatic alerts whenever something happens in your Contact Center.
YES
YES
Omnichannel Reports
Report generation of statistics from all integrated channels.
YES
YES
Standard & Customizable Reports
Use one of uContact's +300 preset reports or tailor-make your own.
YES
YES
Schedule Reports
Schedule report generation for a date and time of your convenience.
YES
YES
Real-Time Supervision
Be aware of what's happening in your Contact Center at all times and in real-time.
YES
YES
Survey Reports
Report the answers of the PBX.satisfaction Thesurveys conferencesent. rooms
YES
YES
Report Export (PDF, XLS, CSV).
Export reports in the format of your choice.
YES
YES
Gamification
Daily Customizable Games & Challenges
Set daily goals and challenges to keep motivation levels up.
NO
YES
Objectives by agent, group and/or area
Set objectives to your agents, groups and departments in your Contact Center.
NO
YES
Rewards & Recognitions
Give badges, rewards and/or monthly recognitions to your top-performing agents or groups.
NO
YES
Avatars
Each agent or supervisor has its own customizable avatar.
NO
YES
Rankings
Real-time ranking of your agents according to their performance in games and challenges.
NO
YES
Security & Quality Monitoring
Quality Monitoring
Formally score, evaluate & report in agent calls to measure success.
YES
YES
Standard COPC
Instrument to measure performance and quality of all interactions.
YES
YES
Encryption
All interactions are moreend-to-end like an extension with the difference that all internal callers can talkencrypted to thatavoid entity itself. The rooms are dynamic, are created by marking 555XXX, where XXX is the number of conference.
Tounauthorized access ato conferenceour room:
clients'
data.
Call
YES
YES
Permissions per user-type
Each license has access to specific features and permissions.
YES
YES
General | Technical Features
CRM Lite
Powerful CRM system (native or integrated) for successful campaign management.
YES
YES
100% Browser-based
Access uContact directly tofrom thea room:browser, exno dialapp 555100.download or
plug-in
Beinstall transferredneeded.
YES
YES
Home Agents
Thanks to theits room.Web RTC
Totechnology, transfer to a room is typed, # # (The PBX says transfer) + 555 + room number.
Voicemail
Voicemail Notification:
Analog phones. The dialing tone when dialing is choppy.
IP Phones. It depends on the equipment, but generally is indicated on the screen.
You can configure a notification by mail to the mail box, waring that there is a voicemail. You can also attach voice mail.
Check the voice mail box:
You dial *66
The PBX asks for the password
Youagents can access anuContact accountanywhere. from
another
YES
telephone
YES
dialing:
Customizable *Breaks 66| +Status
number (extension).
You
Agents can deletechange alltheir messagesstatus activity in thereal-time. box
be asked and then played an audio query if you want to delete all messages, if so pressing 7 can erase all otherwise the transaction is aborted.
Do Not Disturb mode
When you are busy and do not want your phone rings you must enter the code * 78. From the moment we do this all calls to your extension will indicate that it is busy. To disable this mode must dial * 79.
Call Forwarding
Total (unconditional)
For calls to your extension being redirected to another, you must enter * 72 and then type the extension where you want to transfer calls. To disable this function must dial * 73.
When busy
If desired to redirected calls to one another extension, but only if the first is busy, it must enter * 62 followed by the extension number to which the calls they wish to transfer. To disable this mode you must dial * 63.
When not available
If you want the calls to be redirected to an extension, but only if the first is not available (when no answer after a while), you must enter * 64 followed by the extension number to which wish to transfer calls. To disable this mode you must dial * 65.
Enable and disable voicemail
To enable voicemail on an extension you must enter * 91 to disable it while you must enter * 92.
