Configure Inbound Call Center

In order for people to call your call center, you will need inbound call center features, such as a dedicated telephone number, phone lines to handle simultaneous calls, voice mail, auto attendant, extensions, call distribution , advanced IVR app, etc. We normally refer a call center as a blended call center when both outbound features (out bound dialers) and inbound features are used together.

To enable inbound features for your cloud account, first add the following feature: Inbound Call Center With Phone Number ($15) to your subscription plan.

Then you need to decide how many concurrent incoming calls you may have in peak time. For example, if your busiest time is the beginning of the day and you normally have 10 people call you at 8 am, then you will need to add at least 9 Inbound voice channels ($7) to your plan. (If there are more people call you at the same time than the number of available channels, the extra calls will hear busy tones)

You do not need to have an agent for each channel. This is where the auto attendant feature can help. For example, if you have 3 agents answer incoming calls and you got 10 concurrent calls, the system will put the extra calls in a queue. The caller will hear music while waiting.

Posted in PBX |

How to purchase right setup for automated inbound survey

The following are questions and answers related to setting up a new account for inbound survey. The customer has already created an advanced IVR app using the trial account.

1 What features do I need to purchase to run just an inbound automated phone survey?

You need the base subscription for one user and the optional feature “inbound call center with phone number”.

2 Do these features include a phone number for people to call to take the automated phone survey?

Yes. The optional feature mentioned above comes with a dedicated phone number, in the area code of your choice.

3 How many people can call at once to take the automated phone survey?

The optional feature mentioned above comes with 1 line/channel, meaning only one person can call at a time. However, you can add more inbound channels to your account to increase the capacity. For example, if you have a total of 10 channels, 10 people can call in to take the survey concurrently.

4 Does the monthly rate for the features I need include everything? Or am I going to be paying per minute as well on top of the monthly fee for the features?

You need to pay per minute for every connected calls. The per minute rate is based on your monthly call volume.

5 Does the free trial cover all the features needed to test the automated inbound phone survey?

Yes. But you will not get a dedicated phone number. Once your IVR app is deployed, then set it in the Setup, PBX, IVR app page. Then you can call in to test. If you use your registered phone to call in, there will be no per minute charge also.

Posted in IVR Usage |

IVR apps utilize CRM data

All tools on the Voicent software platform use the same Voicent CRM to manage customer data. Thus it is only natural to utilize Voicent CRM data in IVR apps. This article IVR apps utilize CRM data shows how to do just that.

Posted in IVR Developer, IVR Usage |