Voicent PBX

About PBX

PBX Feature Tour

Quick Questions

What is a PBX?

A private branch exchange (PBX) is a telephone exchange for a particular business. A PBX system connects incoming telephone lines to a set of extensions inside a business.

What is VOIP or IP PBX?

VOIP PBX or IP is a PBX system that can handle calls on an IP network. It supports outbound connection to a SIP trunk or regular trunk; it also supports IP extensions. Most VOIP services provide regular telephone numbers to allow calls from landline or cell phones. The person who calls these numbers usually cannot tell the difference whether the call is make to a VOIP service or traditional PSTN service.

What is Voicent's Flex PBX?

Flex PBX is an affordable and easy to use auto attendant software system. Because it is a software package, it offers flexible configuration and unlimited design capability. It has all the features of a traditional PBX plus much more.

What is an Auto Attendant?

Also known as a Virtual Receptionist, it allows callers to be automatically transferred to an extension without the intervention of a live operator. Typically the Auto Attendant is included in a business phone system.

What is an IVR Menu?

A phone system menu that interacts with humans through the use of voice and DTMF keypad inputs. Auto attendant is a special kind IVR, where the target operation is the transfer of a call to an extension. IVR can be more broadly defined. It can interact with a database to supply requested information such as account balances, etc.

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Voicent PBX: Agent Presence

With the Agent Presence feature included in Voicent PBX software, agens can view who's available to take a call transfer, who's busy, and who's currently inactive. Voicent's Call Center Manager software helps you track agents through presence reports and productivity reports.

Visual Display

To view the visual list of agent presence statuses, simply click the Call Transfer button. A popup screen will appear with the list of agents along with their statuses.

Log In For Active Status

For an agent to be active, all they have to do is log in to their account on the Agent Dashboard™. Agent accounts can be created in the Voicent Setup page by an administrator or by a manager who has access to the settings.

Busy Status

An agent whose line is currently connected to a caller will have a busy status when shown in the visual display.

Forward to Busy Agent

Even if the agent status reads Busy, calls can still be forwarded to the agent by simply selecting the agent in the visual display popup box and clicking the Forward button. The transferred call will be put in the agent's call queue and will hear music on hold until the busy agent picks up.

Active Status

Active status means calls can be transferred/forwarded to the agent for fast pickup. Calls can be in the agent's queue for the agent's status to be active, as long as the agent does not have a call currently active.

Inactive Status

If an agent has the status Inactive, then the agent is currently not logged into the Agent Dashboard™. Calls forwarded to this agent will most likely be forwarded to voicemail if a timeout is set, unless the agents logs in to pick up the call.

Agent Presence Reports

To get reports on how often agents are Active, Busy, or Inactive, you'll need the Call Center Manager software, which integrates seamlessly with Voicent PBX software.

Agent Productivity Reports

Agent productivity reports can be viewed in real-time with Call Center Manager software, and historically with the built-in CRM reports.

PBX Feature Tour: Business Management

Voicent PBX: Agent Presence