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- Internal numbering (2-4 digits)
- Receiving incoming calls: binding of any number of external numbers (DID)
- Making of outgoing calls
- Organization of multi-level voice menus depending on different conditions, for example:
- time / date
- source / destination numbers
- caller interactive selection
- dynamic routing (not defined in advance and can be set at the time of the call based on the client-side service)
- Queuing, which allows you to distribute calls between employees in various schemes. Key features of the queues are:
- the ability to set music to play to the caller while waiting, as well as periodic sound announcements.
- request from the caller to assess the quality of service at the end of the conversation.
- dynamic binding of the caller to the employee for a certain time is possible (so that the same employee receives repeated calls)
- call rating after the call ending
- the following call distribution schemes are supported:
- call all employees at the same time
- uniform distribution
- the first to be called is the employee who has not taken calls for the longest time
- the employee with the shortest talk time is called first
- the first person to be called is the person who receives the least number of calls.
- randomly
- sequentially
- by priority
- Ability to download your own sound files for presets, announcements, call waiting music and voice mail
- Setting up forwarding for employees based on different criteria
- Blacklists
- Voice mail
- Call management directly from the phone (intercept, barge-in, monitor and whisper) and the ability to configure permisions for these actions.
- Call management via API: transfer, barge-in, monitor, whisper, adding to a conference, putting on hold, taking off hold, parking, intercept
- Binding of mobile / city number to the extension
- See the Presence of Colleagues
- Conferences
- Support any RFC3261 compliant phones/softphones
- Ability to use many codecs (G711, G722, OPUS and so on)
- Recording conversations (with notification when nearing low disk space)
- WebRTC - making calls directly from the browser (WebRTC browser extension is included)
- Web Call / API Initiation
- Task scheduler: it is possible to create a list of call numbers, make a call to the list and get a report on it
- Receive / send faxes via web interface / API
- Receive alerts for missed calls in the mail
- Generating PBX events for integration with third-party systems (for example, CRM)
- Independent configuration of PBX parameters via the web interface / API
- 2 levels of web interface / API: for PBX administrator and employee
- CallCenter live dashboard
- Receiving a variety of reports on calls through the web interface / API
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COLOR_2 you can see on Settings button (displayed when hovering over buttons/icons)
Schematic diagram
Component Description
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For small operators (about 500 simultaneous calls maximum) it is possible to install on one middle-level server. Example configuration for such a server:
64 GB of RAM (128 GB of RAM is better), 2 SSD disks of 512 GB (mirror), 2 HDDs HDD of 1024* GB (mirror), CPU 2x Intel Xeon E5-2609 v4
*note: if there is no separate server for storing call recordings, a minimum of 2 HDDs of 2024 is recommended* GB (mirror)
To increase reliability (redundancy) and system performance, it is recommended to use a scheme with at least two servers.
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