IPBrick now has a new web interface to designed to manage your Call Center, it will become a central tool for optimising your telemarketing and technical support organisation. This tool allows administrators to evaluate the call center and its employees performance, see call statistics and plan outbound campaigns for the company or for its clients. In fact, this is a complete service to manage a successful Call Center.

Each authorised user and supervisor can see at any time from the web interface what the agent state is at present. The log in state is displayed (ie, available to receive phone calls or not). With this easy-to-use interface, the user can also connect to his supervisor and simultaneously change his state, therefore warning that he is no longer available to receive phone calls. In this interface the agent and supervisor can always see the number of calls in each queue, that were responded to, and when was the last call was received. For existing IPBrick.GT customers – the Linux Operating System for communications servers – this is a useful upgrade to improve their effectiveness at work.

Agent call statistics

The agent (and his supervisor) have real time access to a list of the calls made and received by him. Moreover, he can filter information by call attendance status (Answered, Not  Answered, Busy and Failed), date, source or destiny of the call, among other features. The user can download a CSV file, which provides the basis for a report with all this information, providing vital statistics for the call center.

Authentication history

The user (and his supervisor) has access to a list with every status change. He can also see when he logged in, logged out and was on pause.

Call queues for outbound campaigns

How are the call queues organized in CallCenter4IPBrick? For example, when your company is making an outbound campaign, IPBrick calls the numbers associated with the campaigns target, which are stored on your own server database. This process is triggered automatically without the agents knowing that the call is being made. If the person answers, the call will be routed to an agent. When the agent answers the phone, that person receives a pre-recorded message that informs that him that the call is a telemarketing campaign.

Call queues for inbound campaigns

The CallCenter4IPBrick also fits inbound campaigns: when, for example, the customer calls the company to ask for technical support. It is possible to predefine a message that informs the costumer about the options that are available: either the customer stays on hold and enters a call queue or he is given the possibility to leave a message explaining his problem and a contact so the company can return the call. This message will be forwarded via e-mail to correct user at the company.

A user (and the supervisor) has access to some of the call queue statistics to which he belongs: calls in queue, average waiting time in queue, total calls answered and unanswered, how many agents are currently available, unavailable, on call or paused.

Phone and web interface features

Each user can login on any phone or in the web interface, and be immediately ready to receive incoming calls from a queue. He can see his status both in the web interface or on a phone via the BLF active (Busy Lamp Field. This is a phone feature used by the supervisors to control how the phone extensions status are). Agents can call their supervisors by pressing a key on the phone or a link in their web interface. They can also login, logout or pause themselves either on phone or in the call center web interface.

Supervisors

These supervisor users can manage which agent is attending which queue, and even add  or remove agents from them, as needed. They also are informed of the status of every agent and queue that they manage and, for the users to which they have access, also the relevant statistics data. They can coach, spy or call their agents by pressing a key on their phone or a link in the call center web interface. CallCenter4IPBrick is a practical way to evaluate and improve your agents performance.

Campaigns

The call center web interface allows administrators to create outbound campaigns for a list of contacts. It is possible to choose when the calls will be made and start/stop campaigns in real time. The results can be continuously monitored. The campaigns are simply uploaded as configuration files or by using webservices.

IPBrick.GT, the multifunctional technology

All these features are available for IPBrick.GT, the Linux Operating System for communications servers. CallCenter4IPBrick adds even more functionalities to this server because IPBrick.GT already provides full Security, Intranet, Collaborative Tools (is an e-mail server and synchronises the agenda, diary, contacts lists, etc.). It supports different business applications such as iPortalDoc Document and Workflow Management System or IPTicket Trouble Management System. It also integrates with ERPs (such as Gestix).

UCoIP concept is based on three important assumptions: 1. unification of all forms of communications 2. the high level of integration 3. standardization (only standardized Internet protocols were used)

Nowadays, if you want to talk to someone, how many addresses and phone numbers you must have of that person? When you are given a business card, how many contacts are printed? Too many! The new century requires new communication paradigms: in the future nobody will use the phone numbers invented by Bell, over a 100 years ago. Why? Just because we are in the twenty-first century and we need new standards to relate with each others. So IPBrick emerges with a new paradigm: the email address it becomes an universal address of all forms of contact with a person or company. Well, IPBrick has an answer to this communication dillema of the XXI century: an e-mail address through which you can call, send an e-mail, keep instant  conversations via IM and make video calls. After having invented the UCoIP concept, IPBrick embodied this idea in a web page – the UCoIP Page. IPBrick servers provides the technology that supports the 2.0 web concept, which allows interactive web creation.  This breakthrough concept gets the most known address for each user (the email address) as the common address to all the ways of communicating: email, instant messaging, voice and video. Switching the @ by a dot, you can access the personal contact webpage supporting the UcoIP concept. This page has a friendly aspect, operating in all kind of browsers, because it is now based on Java technology. Therefore, by typing a simple URL, such as user.company.com, in a browser, you may contact much  easily, without the need to memorize several different addresses (email and MSN addresses, phone numbers, as well as links in corporate webpages).  The look is also quite intuitive and more appealing – it is now much simpler and faster to get into contact with users or company departments that adhere to the UCoIP concept.