CallManager Core Modules
CallManager is a highly modular system that can be built up function by function to provide you with all the system capabilities that your application requires.
There are four principal modules that make up the system: Inbound, Outbound, Phone system and Call Recording.
Inbound
The inbound module provides a method of taking inbound calls and delivering them to an agent group. The route that the call takes can be based on the number dialled, time of day or the specific skill set that the agent possesses.
Calls to inbound campaigns can be queued if there are insufficient agents available. Periodic hold messages can be played to callers. In the event that wait times are unusually long, callers can be offered the option of leaving a message, or to be called back.
CallManager's status screen displays the number of taken calls in any inbound queue along with average wating times and maximum waiting time.
Outbound
Outbound campaigns are driven from contact lists with contain phone numbers and other contact information. Depending onthe type of campaigns, calls are placed to contacts in manner that keeps agents busy. Strict compliance criteria have been established by industry regulators as outbound campaings perform, particularly with respect to silent calls. CallManager is fully compliant with industry standards.
Outbound campaings can be Predictive, Progressive or Preview. The calling mode to use will depend on criteria such as the quality and availabilty of data, specific type or product or service being sold, the skill level of the agents and so on. Campaigns can be switched from one mode to another instantly.
Business Phone System
If a site does not already have a phone system CallManager's phone system module can be installed to provide a complete phone system with features expected of a business quality phone system. CallManager supports a variety of handsets suitable for managers, reception and other staff and functions such as voice mailbox with message waiting indication, call forwarding, out of hours call handling.
The phone system module works with ISDN and Voice over IP trunks. Multiple branches e.g. head office and branch offices can be networked together to support extension to extension dialling across. Callcentre agents can login from branches appearing as part of a single office operation.
Call Recording
If enabled, calls to and from site are recorded. Call recording can be applied on a campaign basis by simply selecting the option to do so from campaign settings. All calls recorded are instantly accessible as soon as the call has completed. Calls can be downloaded in mp3 format from the CallManager server and forwarded, archived as necessary. If required, call recordings can be backed up onto external media.
Systems Integration
Supplenta offers a complete integration service with a team dedicated to customisation and bespoke development to fully integrate CallManager into your operations. Tools such as Supplenta DealProcessor provide workflow support to the business once a product has been sold or appointment mode by the call center team. Automated reports, data loading from external databases or webservices and synchronisation with third party products are all possible.
Supplenta has integrated CallManager into a wide varitey of IT infrastructure and telecomms environments.
