VoIP

VoIP

With the advent of information technology, telecommunications has retained its role, causing professionals to abandon reliance on older technologies by launching VoIP, and by adding features beyond a simple voice transmission system, creating a dramatic change in communication. VoIP uses the IP protocol to communicate. This technology has features such as centralized management of accesses and numbers, determining access levels, transferring telephone calls over the network and telecommunication telephone lines, and so on.

The use of IP protocol in VoIP based call center technology has created a
a new generation of telephone structures: Parts of the capabilities of this
technology are  :

Recording calls and recording conversations

Transferring calls

Making secure calls

Change and move numbers through the console

Automatic response

 

Restrictions on incoming call managers

Call Waiting Service

Restrictions on contact outside and inside the organization

Speed dial

Ability to install software and hardware

Compatibility with telecommunication networks

Reduce costs in overseas communications

In this regard, companies such as Cisco, Avaya, Mitel, Digium and…. They are in the lead. To select a suitable product according to the needs of organizations, various items should be reviewed and a suitable product should be proposed and selected according to all items.

Among the major needs of companies and organizations can be mentioned the following online and Offline reporting:

Ability to get online and offline Reports

Check the status of the queues

conversations Recording

CRM) Customer relationship management)

Ability to make Communication between branches and buildings

Integrated reporting and monitoring

Other facilities and capabilities required by organizations and companies, which are used in the Call Center:

Monitor extensions to view their status and the number they are talking to.

Recording ongoing Calls

Eavesdropping on ongoing Calls

Assign a number as a specific extensions

View the status of queues and the number of calls in the queue, the average expectation of calls in the queue, the number of successful and unsuccessful calls.

Monitoring  people waiting in a queue, waiting time and their phone numbers

Drag & Drop to make a call between two extensions and connect the people waiting in line to the extensions

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