call center feature lists

asterCC commercial version has powerful system functions, providing a flexible configuration to use a different business functions, overall, the system is divided into three parts

  1. PBX function, aka telephony system, we also put user access control in this part.
  2. Call center features, aka CTI, it provides agent and queue configuration, call events and API for business modules to use. Business modules we mean system modules or 3rd party system.
  3. Business modules, aka CRM, for different business asterCC provides different modules, some modules can be used together, such as we dialler module must work with campaign.

Here we list common functions and features, please don’t hesitate to ask if you need something but you can’t find it

PBX features

  • Multi-tenant
    • A single instance of astercc runs on a server and serves multiple tenants. Several isolated company could share one astercc.
  • Account group
    • Aka call group or department, each group could has its own trunk group or outbound route. For example, sales department could make international calls when HR department could only dial local numbers.
  • Finance
    • Finance function allows you to charge/refund a team or an account.
  • Users and privileges
    • Used to control user access, regular in a call center, you will have agent, operation, qa, supervisor and admin, each role has different access. In asterCC, you can control role access(add,edit,delete,download,export) and scope(team, group or himself)./div>
  • Quick setup
    • With quick setup, you can add/edit account, agent and device.
  • IP Trunk
    • Support SIP trunk and IAX trunk
  • IP extension
    • Support SIP,IAX,Skinny and Unistim extension
  • External exten
    • External exten means bind a PSTN number to a exten. Such extensions can only receive calls, they can’t dial out via system.
  • Template
    • Using template could help you manage extension and trunks.
  • Card
    • E1/T1 digital card
    • Analogue card with FXS and FXO port.
  • Trunk groups
    • asterCC allows you to put trunks into one group, in each trunk group, you could set outbound routes, also in trunk group, it supports three call strategy: order, hunt, random.
    • You can also config system to disable trunk after 5 continuous failure.
  • DID group
  • Outbound route
    • Outbound route is used mostly in trunk group(you don’t need to choose which trunk to use if you only have one), asterCC supports prefix, length match, when it’s matches, you could do prefix append or trim.
  • Inbound route
    • asterCC supports the combination of DID, trunk, callerId routes
    • asterCC supports route basis callerId area
      • When callerId area is configured, you can choose route by callerId in inbound route then put area in target. This is useful if you have different group to handle different callers.
  • Ring group
  • Time condition
  • CDR
  • Call recording
    • in asterCC, all agent call will be recorded automatically, for extension, you could set if you want to record, you can also force system to record all calls.
    • asterCC support recording as wav or mp3, for better voice quality, use wav, to save hard drive space, use mp3.
  • Voicemail
  • Answer machine
  • Call forward
  • Call pickup
  • White list
  • Call parking
  • Do Not Call list
  • CallerId restriction
    • By setting callerId restriction, you can avoid unauthorized calls.
  • Conference
  • IVR: asterCC IVR could meet SMB requirements, can also implement a complicated IVR flow to integrate with other telephony system (such as avaya, huawei)
    • support Webservice, using webservice, you could do TTS, ASR etc
    • support multiple action in single IVR
    • support digital and numeral operation
    • support DTMF
    • support user-to-user data
    • support sip refer
    • support TTS, text to speech
  • BLF support
  • Billing
    • Three level billing: system, team, user.
  • Invoice
    • Three level invoice: system, team, user.
  • FAX
  • Music On Hold
  • Multiple language
  • Menu control
  • Hotkey
    • asterCC provides hots keys so you could work with your phone keypad
      • blind transfer
      • att-transfer
      • agent consulting
      • external number consulting
      • call parking
      • call pickup
      • announce extension number
      • call recording
      • agent checkin
      • agent checkout
      • DND toggle
      • switch to normal dial mode
      • switch to outbound only mode
      • switch to inbound only mode
      • ignore DNC prompt
      • my voicemail
      • voicemail login
      • call forward
      • forward on busy
      • forward on unavailable
      • forward on no answer
      • cancel forward
  • Module installation and upgrade
    • Usually system admin could finish upgrade & installation via web UI

call center features

  • Realtime monitor
    • On realtime monitor page, you could read agent status in different group, including agent status and caller status in queue.
    • In reamtime monitor page, you can do
      • Update agent call mode(inbound/outbound/both)
      • Update agent ACW mode(ring/call/disabled)
      • checkout agent
      • set agent idle
      • set agent busy
    • When agent is in a call, supervisor could do the following operation
      • Barge-in
      • Spy
      • Block
      • Hangup
      • Whisper
  • Realtime online agent
  • Realtime online agent
  • Realtime trunk usage
  • Realtime agent status
  • Click dial
  • Click SMS
  • Click Email
  • Agent rate
  • Call panel
    • In call panel, it gives your current agent calls and calls agent is involved
  • Call hold
  • Call consult
  • Call transfer
  • Conference
    • Agent could invite up to 12 new parties during a call,
  • Agent pause
    • With agent pause, we have a full report to know agent behavior through the day
  • Static agent
    • For static agents, they are always in the queue to work
  • Dynamic agent
    • For dynamic agents, they need to checkin to start work
  • online agent
    • Online agent must login via browser to work, when browser is closed, agent will be checked out.
  • offline agent
    • Offline agent could checkin via phone, browser login is not mandatory
  • External line agent
    • Agent could use any phone number to receive calls from system.
  • Multiple group checkin
    • Agent could belongs to multiple groups, in each group, he could have different static/dynamic or online/office mode
  • Call mode
    • inbound and outbound
    • inbound only
    • outbound only
  • ACW mode, agent group has its own ACW mode
    • Ringing
    • Answered
    • Disabled
  • Agent calendar reminder
  • Data backup
  • Recording cleaner
  • WAV/mp3 recording support
  • SMS template
  • Email template
  • Mass SMS
  • Mass email
  • Customized callerId rules
  • callerId area management
  • agent pause reason management
  • internal message
  • Reports
  • Queue(ACD)
    • ACD strategies
    • Position announce
    • VIP customer
  • Queue callback
    • According system API, user could collect caller callback request, then agent will get prompt to call back.
  • Map
    • use custom link to open google map to show place or direction
  • Agent could receive calls no matter where he is
  • user-user data
    • When agent portal receive a call, it gives call information such as callerId, DID, queue name etc.
  • API for call recording
    • API to download call recording via call sessionId

business application

  • Campaign
    • CallerId: different campaign could use different callerId, agent also could have his own callerId
    • Campaign package: each campaign has its own customer package, it could be dedicated package or main tabl
    • Agent obtain method: supervisor could assign leads to agents, agent also could obtain leads as his wish
    • Customer form for agent: agent privileges for customer information
    • Customer form for user: user privileges for customer information, also export information
    • Dial method
      • Predictive dialer: system dial customer first, when it’s answered, transfer to a IVR or queue
      • Preview dial: agent open customer information, then click dial button to call
      • Auto dial: when agent start work, system popup customer and dial the number, when a call finished, system count down then start to dial next one.
    • Call result: system could define a call result globally or for specific campaign, when call result is DNC, number will be put to DNC list.
    • worktime
    • customized popup url
    • dial mode option
    • DNC in campaign
    • agent rank
    • hidden customer contact
    • Data monitoring
    • Campaign CDR
  • hangup Email
  • hangup SMS
  • Assign leads by percentage
  • Assign leads manually
  • Import
    • via web page
    • via API
    • Data dic
  • Customer recycle
  • Duplicated data checking
  • Automatically recycle
  • Quality control
  • Customized custom information
  • Customized popup url
  • CallerId area tips
  • Callback reminder
  • Automatically report
  • Missed calls
  • Knowledge base
  • Task management
  • Survey
    • Agent survey
    • Voice survey
    • Survey template
    • Quota
    • survey result distribution statistics
    • survey result export
      • as SPSS
      • as CSV
  • business report
  • Work order
  • Product management
  • Order management
  • multiple e-commerce campaigns
  • customer tag
  • Individual and organization
  • independent customer package and shared package
  • Agent calendar
  • Customer calendar