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Contact Center

Last updated: 2024-12-10 17:09:47
1. Call Contact Center includes the following features:
Inbound Call
Outbound call
2. Only the phone features are different between the standard  and the premium edition
Features Category      
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Feature Points      
Description      
Standard Edition      
Advanced Edition   
Integration methods
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Business system integration
Supports integration with business systems (e.g., CRM), B/S architecture
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Inbound Call Pop-Up Window
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Inbound Call Pop-Up Window
Supports connecting with the enterprise's own business systems (for example, CRM), and pops up relevant user information on inbound or outbound calls.
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Call line (number)
Self-owned number
Connecting/Migrating self-owned numbers
Supports connecting your own number to Cloud Contact Center (landline, 400, 95-number), using standard SIP_TRUNK for connection.
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Number application
Number application
Provides an access to apply for different types of numbers (landline and 400 from different regions) according to business needs, no need to get your own number.
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Login & answering method
Login method
Login with email
Supports logging in with email account+password.
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Mobile phone login
Supports logging in with mobile number+verification code.
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Agent feature
Agent Status
Status switch
Supports agent switch to available, busy, on break, offline, and other statuses.
Busy: In the busy state, the agent can make outbound calls but won't be assigned new inbound calls.
In line: The in-line state indicates that the agent is on a call or making an outbound call, and won't be assigned new inbound calls.
On break: Switching to on break state, the agent can select reasons such as "meal", "meeting", "training" etc. (The reasons for break are configured by the administrator on the console.)
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Setting default status after agent goes online
Supports setting the default status of an agent when they get online: either idle or busy. If set to busy as default, the agent won't be assigned new inbound calls after they go online.
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Personal information
Changing agent's bound mobile number
An agent can change their bound mobile number under their personal information. This phone number is generally used for the "mobile phone answering" and "mobile outbound call" features.
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Internal communication
Internal call
Supports internal calls between agents in the same call center. When the agent is offline, the agent's mobile phone can be called.
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Internal IM
Supports the internal exchange of pictures and text messages between the agents in the same call center.
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Inbound softphone
Inbound softphone
Web page answering
Supports using Google Chrome on the computer to answer calls through the web page of the call center.
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Agent's mobile reception
Allows the agent to enable the mobile reception feature. You can choose: (1) always use mobile reception; (2) Mobile reception only when the computer is offline. Note: This feature requires application for a phone number used for the system to call out the agent's mobile phone when the user is incoming, which will generate call-out communication charges.
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Automatic call answering
Supports automatic connection without the need for the agent to click answer after a call comes in.
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Inbound call number display
Supports displaying the number of the caller when the user calls in. If the administrator enables the number protection feature, the actual number of the caller will not be displayed.
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Enterprise number display
Supports displaying the enterprise telephone number (called party) called by users.
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Inbound call location display
Supports displaying the location of inbound calls when a user calls in.
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IVR key trail
Supports displaying user's key trail in IVR during incoming calls
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Call hold/retrieval
Supports a feature where an agent can click "On Hold" during a conversation with a user, causing the user to hear default hold prompt but not the agent's voice. Clicking "Retrieve Call" enables the agent to return to a regular call.
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Mute/Unmute
Supports a feature where an agent can click "Mute" during a conversation with a user to prevent the user from hearing the agent's voice. Clicking "Unmute" enables the agent to return to a regular call.
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Call transfer (to designated skill group)
During a call, an agent can transfer the call to a designated skill group. The corresponding call data and user information can be synchronously transferred with the call.
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Call transfer (to designated agent)
During a call, an agent can transfer the call to a designated agent. The corresponding call data and user information can be synchronously transferred with the call.
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Call transfer (to designated external line)
During a call, an agent can transfer the call to a third-party number. The corresponding call data and user information can be synchronously transferred with the call.
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After-call-work
Supports the agent going into after-call-work state after a call ends. No new inbound calls will be assigned to the agent during this time, and they can manually end the after-call-work.
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Redial
After a call is hung up, the agent can click the redial button to call this user again.
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Blocklist
Allows the agent to add an inbound call number to the blocklist when a malicious user causes a nuisance by making frequent calls. Once the user is added to the blocklist, they won't be able to make calls in.
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Three-way calling
Supports three-way calling between agent & user & external third party, or agent A & agent B & user.
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DTMF Collection During Call
Allows the agent to select the DTMF collection template configured by the administrator during a call, play a prompt tone, and collect a string of numbers (such as ID card number, order number, etc.).
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Self-service
Allows the agent to transfer the call to the designated IVR process during the call (for example, play a default prompt to the user during the call and ask the user to press the key to confirm, etc.).
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Assigning Customer to WeCom
Allows the agent to assign the incoming users to the corresponding WeCom members, who can add the user on WeChat after receiving the WeCom application notification.
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Inbound IVR
Service time
Working hours condition
Supports entering different IVR processes during working hours and non-working hours.
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Play sound
Text to speech
Supports text-to-speech conversion of input text for playback. Settings provide the ability to preview the text-to-speech conversion effect.
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Audio upload
Supports playback of pre-recorded enterprise audio by uploading.
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Playback interruption
Supports the choice of whether playback can be interrupted or not.
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Number of playbacks
Supports setting the number of times for playback.
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Static branch
Branch playback
Supports playback prompts to guide the user to press keys during this branch. (For example: Please press 1 for pre-sales consultation, press 2 for customer service, and press the star key to return to the previous menu.)
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Branch key
Supports setting branch key options (for example, press 1 for pre-sales consultation, press 2 for post-sales consultation).
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Timeout period
Supports setting the timeout period for user key presses.
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Timeout prompt
Supports setting the prompt to be played when a user's key press exceeds a specified time (for example, your input has timed out).
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Key error prompt
Supports setting the prompt for user key press errors (for example, your input is incorrect. Please re-enter).
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Maximum number of errors
Supports setting the maximum number of user key press errors. If it exceeds the specified number, the call will automatically be disconnected.
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Dynamic branch
Dynamic branch
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Transfer to agent
Transfer to skill group
Supports selecting the skill group needed for manual reception.
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Prompt during transfer to agent
Supports setting the prompt to be played during the transfer process (for example, transferring to the agent. Please wait).
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Prompt during queuing for transfer to agent
Supports setting the prompt to be played when the user is queuing for the transfer. The system parameter ${WaitNo} is supported to broadcast the current number of people in queue.
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Queue timeout period
Supports setting the queue timeout period. After the customer waits more than the set time, the system will play the timeout prompt tone. After the prompt tone is finished, the customer can press any key to continue waiting or press # to exit the queue and hang up.
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Queue timeout prompt
Supports setting the prompt to be played when the user queues for more than a specified time (for example: due to high consultation volumes, you can press any key to continue waiting).
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Prompt for failed call transfer
Supports setting the prompt to be played when all agents are offline during the transfer. (For example: There are currently no agents online. Please try again later.)
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User-side prompt after connection
Supports setting a prompt tone for the user side when the user is successfully transferred to an agent. You can use the system parameter ${StaffNo} to broadcast the agent's ID. (For example: Successfully transferred. Agent 1005 is at your service.)
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Skill group overflow
Supports setting overflow for a skill group when all agents are busy in the skill group to which a call is transferred.
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Designated agent priority
During the transfer, priority is given to specified agents through the interface.
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Satisfaction evaluation
Prompt
Supports setting user prompts for satisfaction evaluation: "Please evaluate my service. Press 1 if satisfied; press 0 if unsatisfied."
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Satisfaction key
Supports configuration of user key satisfaction tags. For example, press 1 for satisfaction, and press 0 for dissatisfaction.
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Satisfaction variables
Supports storing the collected keys and satisfaction evaluation tags into designated variables.
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Transfer to external line
Prompt during transfer to external line
Supports setting the prompt to be played during the transfer process.
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Number collection
Number collection type
Maximum digits: Maximum digits are suitable for receiving numbers with a dynamic length. When the user inputs the # key, it means the input is over and it goes back to the IVR process (Voice prompt for users to input # key is recommended.)
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Fixed length: Fixed digits are suitable for receiving numbers with a fixed length, such as ID card numbers, phone numbers, etc. When the user's input reaches the specified digits, it automatically goes back to the call.
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Number collection prompt
Supports setting the prompt to be played for reminding users to enter information. For example: Please input your order number and press the # key to finish.
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Timeout period
Supports setting the timeout period for user key presses.
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Timeout prompt
Supports setting the prompt to be played when a user's key press exceeds a specified time (for example, your input has timed out).
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Failure prompt
Supports setting the prompt for the user side when number collection fails.
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Maximum number of errors
Supports setting the maximum number of user key press errors. If it exceeds the specified number, the call will automatically be disconnected.
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Storage to variable
Supports storing collected user key information to a specified variable.
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API call
Maximum number of errors
Supports setting the maximum number of errors. When the specified number of errors is exceeded, the output parameter will pass the default value.
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Timeout period
Supports setting the API call timeout period. When the specified time is exceeded, the output parameter will pass the default value.
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API request address
Supports specifying the API request address. When the process reaches this module, the call center will request this API.
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Input and output parameters
Supports setting the variables of input and output parameters in API call as well as setting the default value for the output parameters.
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Conditional judgment
Conditional judgment
Based on the value of parameters, it'll enter the next specified module if matching the custom condition rules. This must be used with self-defined parameters or system parameters.
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Voice mail
Voice mail
Supports storing the messages collected from users in the voice mailbox.
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End
End of IVR process
The end of the IVR process is indicated by connecting the end module.
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IVR management
IVR creation, query, and deletion
Supports creating, viewing, and deleting IVR.
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Direct editing of IVR
Supports direct editing of in-use IVRs. Changes take effect immediately after saving.
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IVR version management
Supports creating multiple related versions based on one primary IVR. Different versions can be edited, viewed, and deleted after the version number is set.
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Inbound route assignment
Basic assignment
Allocate according to agent idle time
When a user turns to agent service after calling in, it is prioritized to be assigned to the agent who has been idle the longest.
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Allocate according to the number of calls received by agent
When a user turns to agent service after calling in, the agent with the smallest number of current calls is prioritized.
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Allocate according to the priority of the agent in the skill group
When a user turns to agent service after calling in, allocation is based on the priority of the agent in skill group configuration.
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Designated priority assignment
Last accessed agent prioritized
When a user turns to agent service after calling in, the call is first assigned to the agent who handled their previous call.
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Inbound settings
Inbound timeout transfer
Inbound timeout transfer
After it is turned on, if the inbound call rings for longer than the set time without being answered, it is automatically assigned to another agent.
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Settings for restoring idle status after a call
Settings for restoring idle status after a call
After it is turned on, if the call is hung up, the phone agent will return to the pre-call state after the set time.
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Inbound call number protection
Number masking
Supports hiding the middle four digits of the user's phone number when a user's phone call comes in, so the agent cannot see the full number of the user, preventing information leakage.
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Actual number mapped to user ID (agent side)
After it is turned on, the system will obtain and display the user ID corresponding to the actual number through the interface, and the phone agent cannot view the customer's actual number, preventing customer information leakage.
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Outbound softphone
Outbound softphone
Web page outbound call
Supports making calls to a call center through a Web page with Google Chrome on your computer.
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System click dialing
Supports calling the outbound call interface in the business system to make a one-click outbound call.
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Manual dial out
Supports dialing a user's phone number from a dial pad.
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WeChat mini program outbound call
Once an enterprise connects to the mini program outbound call feature, it can integrate the mini program outbound call feature into its WeCom, app, and WeChat mini programs to build a mobile outbound call capability.
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Mobile outbound call
Allows agents to enable the mobile outbound call feature. After it is enabled, the agent clicks Outbound Call in the business system, the system will first dial the agent's mobile phone, and the user will be called after the agent's mobile phone answers. Note: Using this feature requires you to apply for a phone number that the system will call out to the agent's mobile phone when an outbound call request is initiated, which will incur outbound communication costs.
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Entering extension number
Allows agents to input the extension number after the call.
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Call hold/retrieval
Supports a feature where an agent can click "On Hold" during a conversation with a user, causing the user to hear default hold prompt but not the agent's voice. Clicking "Retrieve Call" enables the agent to return to a regular call.
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Mute/Unmute
Supports a feature where an agent can click "Mute" during a conversation with a user to prevent the user from hearing the agent's voice. Clicking "Unmute" enables the agent to return to a regular call.
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Call transfer (to designated skill group)
During a call, an agent can transfer the call to a designated skill group. The corresponding call data and user information can be synchronously transferred with the call.
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Call transfer (to designated agent)
During a call, an agent can transfer the call to a designated agent. The corresponding call data and user information can be synchronously transferred with the call.
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Call transfer (to designated external line)
During a call, an agent can transfer the call to a third-party number. The corresponding call data and user information can be synchronously transferred with the call.
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After-call-work
After-call-work
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Redial
After a call is hung up, the agent can click the redial button to call this user again.
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Blocklist
Allows the agent to add an inbound call number to the blocklist when a malicious user causes a nuisance by making frequent calls. Once the user is added to the blocklist, they won't be able to make calls in.
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Three-way calling
Supports three-way calling between agent & user & external third party, or agent A & agent B & user.
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Self-service
Allows the agent to transfer the call to the designated IVR process during the call (for example, play a default prompt to the user during the call and ask the user to press the key to confirm, etc.).
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Assigning Customer to WeCom
Allows the agent to assign the incoming users to the corresponding WeCom members, who can add the user on WeChat after receiving the WeCom application notification.
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Outbound settings
Outbound display rules
Associated outbound skill group assignment
Priority is given to assigning the caller number associated with the outbound skill group during an outbound call. If not available, it is randomly assigned.
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Outbound display rules - Same area assignment
Priority is given to assigning a number that has the same location as the contact number during an outbound call. If not available, it is randomly assigned.
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Outbound call number protection
Number masking
Supports hiding the middle four digits of the user's phone number when the agent is calling, so the agent cannot see the full number of the user, preventing information leakage.
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Actual number mapped to user ID (agent side)
After it is turned on, the system will obtain and display the user ID corresponding to the actual number through the interface, and the phone agent cannot view the customer's actual number, preventing customer information leakage.
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Satisfaction evaluation
Outbound satisfaction evaluation
Supports the configuration of outbound satisfaction evaluation templates (You can customize satisfaction guidance, closing statements, and key content.) If the agent hangs up first, the system will automatically invite users for satisfaction evaluation.
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Outbound recall
Designated assignment
When the customer calls in, the call will skip the IVR navigation and be directly assigned to the agent who made the last call to the customer within the past 3 days.
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Priority assignment
If the original agent is busy or offline and cannot answer the call, the call is transferred to the current switchboard's corresponding IVR process for reception.
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Audio management
Audio management
Audio management
Allows enterprises to record scripts and upload them, forming an internal voice library of the enterprise. The existing audio can be used in IVR or other places where voice scripts can be configured.
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Number management
Number grouping
Number grouping
Supports grouping numbers according to different purposes, and setting the name and corresponding description for the number group.
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IVR binding
IVR binding
Supports binding a number to the corresponding IVR (can be chosen according to the IVR version).
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Outbound skill group
Outbound skill group
Supports setting this number for the skill group for outbound calls. Configuration gives priority to this number when the skill group makes outbound calls.
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Agent's mobile call
Agent's mobile call
When the configuration supports the agent's choice to answer/make a call on the mobile phone, the system gives priority to this number to call the agent's mobile phone.
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Skill Group Management
Skill Group Management
Skill Group Management
Supports grouping agents to different skill groups. When a user's phone call comes in, they can navigate to different skill groups according to their needs (for example, pre-sales skill group, after-sales skill group). Outbound agents can also be grouped for easy use of different outbound numbers (for example, telesales group 1, telesales group 2).
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Setting priority
Supports setting different priority levels for agents within a group. The priority level is from 1 to 5, which can be used to receive calls according to the priority of the agents when phone calls are routed.
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Agent management
Adding agents
Manually adding agents
Supports adding new agent information. After the addition is successful, the system will send an email containing a random password to the agent.
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Adding agents in bulks
Supports bulk import of new agent information to add agents in bulks.
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Adding agents through API
Supports adding new agent information through the API.
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Agent management
Agent management
Supports viewing all agent list, searching for agents by ID, email address, skill group, etc.; and modifying the name and skill group of agents.
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Force offline
Allows administrators to force specific agents to go offline.
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Resetting the password
Allows administrators to reset agent's login password.
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Service record
Service record
Service record query
Supports viewing historical call records. The fields supported are: time, call type, caller number/caller ID, call notes, call status, call duration, agent name, agent ID, skill group, satisfaction evaluation, and hang-up party.
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Service record pull
Supports pulling service record data through the interface.
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Service records push
Supports pushing CDR data to the enterprise's specified push address.
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Call recording
Real-time recording generation
Call recording is generated in real time after the call ends.
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Online recording playback
Supports online playback of call recordings, and the playback progress can be dragged via the progress bar.
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Recording download
Supports downloading recordings online in the format of MP3.
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Recording pull through interface
Supports pulling the corresponding recordings to the local computer through the interface.
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Recording push
Supports pushing recording data to the enterprise's specified push address.
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Recording transferred to COS
Supports transferring recordings to the enterprise's specified Tencent Cloud Object Storage (COS) bucket.
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Real-Time monitoring
Real-Time monitoring
Agent monitoring
Allows the administrator to monitor the service situation of the agent. The fields include: agent ID, agent name, agent type, skill group, agent status, online duration, break duration, busy duration, current reception volume, and today's reception volume.
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Skill group monitoring
Allows the administrator to monitor the skill group service conditions. The fields include: skill group name, skill group type, number of online agents, number of idle agents, number of busy agents, number of agents on break, today's reception volume, queue volume, and maximum wait duration.
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Call monitoring
Real-time call monitoring
Allows the administrator to view the ongoing calls and access or exit the monitoring.
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Data analysis
Inbound service
Real-time inbound trend
Supports viewing inbound call trends at different time points of the day and specified dates. The data is refreshed automatically every 5 minutes.
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Real-time inbound statistics
Supports viewing the number of current inbound calls, the number of calls transferred to agents, the number of calls answered, the connection rate, queue volume, IVR abandonment volume, the number of abandoned call transfers, and other data in real time.
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Inbound data report and export
Supports viewing or exporting inbound data by day or specified date. The fields include: number of inbound calls, number of calls answered, connection rate, average wait time, average call duration, number of calls transferred to agents, IVR abandonment volume, number of abandoned call transfers, and call abandon rate.
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Outbound service
Real-time outbound trend
Supports viewing outbound call trends at different time points of the day and specified dates. The data is refreshed automatically every 5 minutes.
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Real-time outbound statistics
Supports viewing the number of current outbound calls, the number of calls answered, the connection rate, and the average call duration in real time.
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Inbound data report and export
Supports viewing or exporting outbound data by day or specified date. The fields include: number of outbound calls, number of calls answered, connection rate, and average call duration.
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Agent data
Overall report
Supports viewing agent working condition by day or specified date. The fields include: average online duration, average idle duration, average in-line duration, average break duration, and average after-call-work duration.
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Detailed report
Supports viewing detailed agent data by day. The fields include: online duration, idle duration, in-line duration, average after-call-work duration, number of inbound calls, number of inbound calls answered, inbound call answer rate, average inbound call duration, average inbound call ringing duration, number of outbound calls, number of successful outbound calls, total outbound call duration, average outbound call duration, and number of timeout transfers.
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Developer capabilities
SDK API
Call
Outbound call
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Answers a call.
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Ends a conversation.
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Deletes a conversation.
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Mute
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Unmute
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Checks whether it is currently muted.
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Internal call
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Transfer
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Call hold
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Cancels call hold.
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Agent
Goes online.
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Goes offline.
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Admin
Obtains the skill group list.
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UI
Hides SDK UI.
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Shows SDK UI. 
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Devices
Checks whether the current browser supports.
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Returns to the microphone device list.
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Returns to the speaker device list.
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SDK event
SDK initialization completion event
SDK initialization completion event
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Token expiration event
Token expiration event
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Session access inquiry event
Session access inquiry event
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Session start event
Session start event
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Timeout transfer event
Timeout transfer event
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Session end event
Session end event
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Session completion event
Session completion event
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Session completion event
Session completion event
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Outbound call answering event
Outbound call answering event
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Outbound call answering event
Outbound call answering event
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API
Obtaining telephone service records and recordings
Obtains telephone service record related information through the interface, including: total number of call records, specific call records (including: caller's and contact's numbers, agent related information, etc.), recording URL, etc.
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Obtaining the agent information list
Obtaining the agent information list
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Obtaining the skill group information list
Obtains the skill group information list through the API, including: total number of skill groups, ID, name, type, and session distribution strategy of each skill group, etc.
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Obtaining PSTN session information
Obtains PSTN session information through the API, including session ID, temporary session room ID, caller and callee, agent's mailbox, number for external line, etc.
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Data push
Recording push
Supports pushing recording data to the enterprise's specified push address.
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Service records push
Supports pushing CDR data to the enterprise's specified push address.
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