Advanced call control with call swap, retrieve, hold, camp-on, blind and announced transfers and much more.

Receive important calls first with the option of cherry picking through the web interface.

This feature is most useful when there is a call waiting for more than the average wait time.

SIP phone will be made available within the user interface of QuickSBOC

These are configurable and can be used to dial the number of important or relevant personnel quickly, saving time and effort.

• Presence (BLF)
• Messaging (Chat)
• Contact Directory (Search)

Hot keys are used with a single click along with the respective key to access the required information quickly such as contact directory, call history and much more.

• Queues
• Direct
• Camp-on

• Operators presence status
• Operator to operator transfer
• Instant chat for handling calls

• Enable Operators to not worry about anything and leave the system to do the rest.
• Call overflow to IVRs can inform others about emergencies.
• In case of Fire and Security threat, Operator’s last location and time can be figured out
• Calls are overflowed to Emergency Handling Queues

Harmonised recording and archiving ecosystem with recorded Call history of the caller at Operator’s fingertips

• On-Demand
• Automatic

• Call Alert Options
  Alerts on multiple playback devices
• Idle Alert
  For times when Operators are not looking at their screens
• Snooze Alerts
• Call Waiting Alerts

The Supervisor can have a birds eye view in real-time to monitor the operations and call flow with:

• Call Load and Queue Call Flow Monitoring
• Operator Monitoring

Handle a particular Queue Calls in its on best-suited way.

• Call Load Thresholds: Controls for each Queue for call, load over flow to IVRs
• No Operator Divert: Divert Calls to individuals, Queues or IVRs when there are no Operators available
• Or Simply send a busy tone

The following are the scenarios when a divert may take place:

• Out of Business Hours
• Thresholds
• Emergencies
• Unscheduled & scheduled holiday templates
• Out-Hour-Templates
• Night and holiday templates
• Multiple templates for complex flows

The Active Directory (AD) will be accessible from the main user interface with the numbers, names and hot key details.

Currently this application offers English and French as the languages but there are other languages to be incorporated in the future.

Multiple Playback Devices for visually challenged Operators

A key within the user interface so beginners can easily adapt and handle important calls in the best manner.