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Routing panel and service management
WPR has developed a voice lines management system to enhance the functionality of its 80Y/900/901/902 phone lines and to provide all the necessary statistical information to its customers.
The system is organized into several modules:
Routing module: customers can select in real time in which telephone set they wish to receive 902 phone calls: according to origin of calls, according to white/black lists, or days and times, traffic percentage, etc...
Also, upon request of its customers, WPR can attend, without charge, the overflowing of customer calls using IVR platform (voice portals), to collect user data, orders, voicemail, etc. Not a single call is missed, even if the customer does not have personnel to manage them.
The management of call waiting queues, in order to retain users in case that the company´s care resources are busy, is another of the features available.
Voice mailboxes configuration module, DTMF menus and customized audio
In addition to the routing possibilities mentioned in the preceding paragraph, the lines management panel offers the possibility to record voice mail, to respond to calls and provide service calls and create a DTMF menu, and use the audio recorded by the client formats standard audio (WAV) to set up their own phrases and background music menus throughout the application.
Format conversion module
It offers special services and Fax2speech and Text2mail. With the first one, it is possible to synthesize real-time audio from a predefined text.
With WPR Fax2mail service, you may receive faxes on a 902 number without the need for fax equipment. Received faxes are automatically stored on our platform and are delivered in digital graphic format to the desired email address. Faxes may be encrypted if confidentiality of information is required.
Call Recording Module
It allows you to store incoming calls in your company.
The service is provided in several ways:
• Recording of all calls.
• Recording of calls from random criteria.
• Recording on demand, according to call destination, or to number of origin, etc., through DTMF dialing codes.
Recordings are saved as .Wav files and these remain accessible for further processing (consultation, play, export ...).
Operators management modules and contact centers
With this module the company has all features of an ACD, but without having to invest in equipment or to incur substantial licensing costs. The system allows to know at any time the status of operators: if they are speaking, if their lines are busy, if they are disconnected, etc.
Statistics and graphs Module
On-line access to the statistics of incoming calls in real time through different selection criteria, as well as to a wide range of graphs which allow to see in a very visual way the desired information.
This module is organized in a way that it makes available:
• Summarised overview. The most relevant information for calls received with historical evolution, distribution of calls per line, by province of origin, destination etc, is shown in a single display.
The total of calls answered, unanswered, abandoned and those that have communicated, and the average call duration is shown in all reports.
• Reports that may be necessary for the control and analysis of calls received.
It is allowed to choose any time period and filter per line or destination, as well as aggregate the information on hourly timeframes, daily, monthly, or by originating province. The results are shown in a graphic and table mode values, exportable to spreadsheet.
• Call detail. It allows to see the details (called line, destination to which the call is sent, originating number, date, time and duration) of calls received between two particular dates.
Read more: Solutions for the Enterprise Market