Integration of VoIP and PSTN has opened new ways to establish your presence. DIDs a.k.a virtual numbers can be routed to your support team from anywhere. Local numbers can still work using telecom hardware. DIDs, IVRs, queues and voicemail boxes can easily be setup to match your needs.Overview
Integration of VoIP and PSTN has opened new ways to establish your presence. DIDs a.k.a virtual numbers can be routed to your support team from anywhere. Local numbers can still work using telecom hardware. DIDs, IVRs, queues and voicemail boxes can easily be setup to match your needs.
VICIdial can happily live with your CRM or ERP. If you are a small team no separate servers are needed for different components. Call routing designing is so intuitive that anyone without technical knowledge can implement it.
Also known as IVR (Interactive Voice Response) is common place on business PBXs. Once you get a DID you can direct any incoming calls on one of the IVR. Designing an IVR is very easy, each digit (0-9) on the phone can trigger call routing to another destination. Be that a queue, voicemail, a sub menu or a phone.
Queue takes calls either directly from DID or via an IVR. Agent gets visual indication that a call came from which queue. Any agent can be a member of more than one queue. Music on hold, playback advertisements and queue transfer are some of the features, vicidial has to offer.
Voicemail and phone
Directly from a DID or from an IVR, call can land on either voicemail or on an active phone. So that you can make sure no call went unattended. But that’s not all:
Calls can be directed to a custom dialplan entry. Custom dialplan entries are code snippets written in telephony server (asterisk) configuration file by an expert. By doing so choices become endless, be it a ring group or follow me feature to name a few.
CRM or Ticketing System
Vicidial on its own lookup on callerid and brings up the detail of caller if any. CSR can announce a named greeting for each customer. However to bring up customer ticket history or customer related detail from a database, CRM or Ticketing system has to be consulted. Please visit our CRM and Ticketing system pages for deployment and integration with Vicidial.