features

dot Alarm Receiver: This feature is especially useful in a call centre environment. The manager or supervisor can set alarm limits so that they will be instantly notified when the number of calls in the ACD queue exceeds a specified limit or when the average wait time is greater than the defined limit.
 
dot Auto-Attendant: Asterisk's auto-attendant allows someone to dial into a main number then dial a feature code or an extension. It can be used in combination with Direct Inward Dial to allow, for example, providing a directory for users so that a caller can look up someone by name and be transferred to their number. Its features include greetings, extended greetings, music-on-hold, voice message forwarding and message appending. Asterisk plays music or prerecorded messages to customers on hold. Music can be sorted into various folders. Separate auto-attendant feature sets can be used for different situations. The voicemail tree supports directories by department, employee, extension, etc, offering flexibility and allowing a small company to appear large. Unbound by the limits of traditional voicemail, Asterisk can support an unlimited number of simultaneous parts.

The following features are available with the auto-attendant:
    • Dial by Name: Inbound callers can route their calls to the appropriate person without knowing their extension. This allows for either first or last name directory look up.
    • Dial by Extension: Inbound callers can route their calls to the appropriate person if they know the correct extension number
    • Dial by Group: Inbound callers can route their calls directly to the auto attendant of a group or department. 
dot Automatic Call Distribution/Delivery (ACD): ACD is a feature used to route incoming calls in a call centre environment to the appropriate agents. The decision as to who gets the call can be based on factors such as time available, skill sets and priority levels. The options available include giving the call to the first user to answer it, the user with the fewest calls, the least recently called user. It can also ring in order of memory, ring one person at a time, ring a random person, etc. The ACD queues are managed and monitored in a separate window of the GUI. This shows the number of agents on duty, the number of agents available, the number of unanswered calls in the queue and the average and maximum waiting times. These statistics are achievable both as current stats or as an average over several time periods.
    • ACD systems place calls in a queue, where they are typically handled in the order received
    • ACD systems may handle routing of inbound or outbound calls, or in some cases, a combination of the two.
 
dot Blacklist: This feature allows you to make a list of numbers that you want to block, to prevent them from accessing your system. 
 
dot Blind Call Transfer: Used to transfer a call in progress to some other destination. Blind transfer is one type of call transfer, the other is Supervised Call Transfer. Blind Call Transfer is where the call is transferred to the other destination with no intervention (the other destination could ring out and not be answered for instance) Use # for blind call transfer.
 
dot Corporate Call Back: It is a downloadable FreePBX plug-in that allows you to set up a callback destination that calls a user back and provides access to an application. An example of this would be a caller that dials your system, disconnects, is called back and then provided a DISA application to make a phone call. This is a basic service for reducing costs international calls and mobile phone charges.
 
dot Call Forwarding: Redirects incoming calls to some other destination, optionally based upon some reason. The following are some of the options available with call forwarding;
  • Call Forward Unconditional: calls forwarded to some other extension, whereby all calls are sent to the other extension regardless
  • Call Forward on No Answer: calls are transferred if the original destination is not answered after some period of time or number or rings
  • Call Forward on Busy: calls are transferred when the original extension is engaged
  • Call Forward on DND: calls are transferred when the original extension is set to Do Not Disturb
dot Call Monitoring: A call centre feature that lets managers or supervisors listen in on agents' calls in order to improve agent performance. Also known as “agent monitoring” or “call logging”, it can be done in real time with or without the agent's knowledge or calls can be recorded for later retrieval. When monitoring calls, the GUI allows other managers or supervisors to see at a glance which calls are already being monitored.
 
dot Call Recording: The ability to record a conversation, either systemwide or by meeting some filter criteria (e.g. an extension, a called number, a calling number or a line). This can either be done from the start of a call, or by some kind of soft button to initiate it during a call.

Because call recording at the PBX necessarily involves inserting a relay which in turn adds latency to the audio, it is sometimes better to record the call at the end user agent.
 
dot Call Queuing: If somebody calls but the line is busy, because there is another call in progress, then the new caller will be put in a queue. The caller will hear music on hold until you are ready to answer its call. Queues consist of:
    • Incoming calls being placed in the queue
    • Members that answer the queue (extensions or users that login as agents)
    • A strategy for how to handle the queue and divide calls between members
    • Music played while waiting in the queue
    • Announcements for members and callers
Agents are the people that answer the calls that have been placed into a specific queue. An agent logs in indicating that they are now ready to take calls. Asterisk transfers an inbound call to a queue, and it is in turn transferred to an available agent. Members are those channels that are active answering the queue. It can be agents or normal channels.
 
dot Call Parking: Allows you to place a call on hold on an extension other than your own.
 
dot Call Retrieval / Call Pickup: Take a parked call off hold. This feature also enables a user to answer any ringing line within their pick-up group. A pick-up group is a group administrator-defined set of users within the group, to which the call pickup feature applies.
 
dot Call Trace: This features allows the user to request a call that they have received to be automatically traced by dialing a feature access code after the call has been completed.
 
dot Call Transfer: Used to transfer a call in progress to some other destination. There are two types of call transfer:
  • Supervised Call Transfer: Where the call is placed on hold, a second call is placed to another party, a conversation can take place privately between the two parties before the original caller on hold is connected to the new destination. Use *2 for supervised or attended call transfer
  • Blind Call Transfer: Where the call is transferred to the other destination with no intervention (the other destination could ring out or not be answered for instance) Use # for blind call transfer.
 

More Features....
 
Joomla Template by Joomlashack