Sophisticated incoming call management solutions coupled with non-geographic numbers for all types of businesses. Incoming calls are crucial to your business so you can’t afford to have calls unanswered, cut off or directed to the wrong person. Today’s consumers have very high expectations of customer service and want to be able to reach the right person with the minimum of delay.
Incoming Call Management Solutions:
Call Management solutions used with non-geographic numbers can help you efficiently and cost effectively manage all your incoming calls with features including call divert, adding a welcome message, virtual receptionist and call queuing to ensure that the calls are routed to the right person or department every single time. Our solutions are set up and managed online so you won’t need to install or manage any expensive hardware or software. Put “control” back into your business!
Features
Cyprium Inbound Portal provides you with all the features and functionality you would expect as standard with an inbound telephony solution…
Deliver calls to:
- Single or multiple destinations
- Alternative destinations on Busy or No Answer
Routing based on:
- Time of Day
- Day of Week
- Date Range
- Special Day routing (such as Public Holidays for England, Scotland, Wales and Northern Ireland)
- Deliver calls to Voicemail
- Set up Missed Call Alerts
…Along with more advanced options to allow you to maximise the possibilities:
…Along with more advanced options to allow you to maximise the possibilities:
IVR
Ability to create single key multi-level Interactive Voice Response menu systems, deliver options to destinations, choose from a variety of call distribution options, deliver calls to
Queue
Network based call queuing, calls can be delivered to destinations based on Round Robin, Random, Bounce, Percentage or First Last Exit distribution; standard queue settings can be configured (Max Calls, Max Queue Size, Queue Timeout), Queue dropout can be enabled, choice of 6 music on hold options, custom audio announcements can be assigned.
Mid Call Divert / Mid Call Conference
Mid Call Divert (MCD) feature allows the party receiving the call (A-party) to forward the caller (B-party) onto a third party (C-party), set up 3 digit speed dial numbers for MCD; Mid Call Conference (MCC) works in a similar way to MCD, except it allows all three parties (A, B and C) to converse simultaneously.
Conference
Create a conference service without the need for rooms and pins, option to add a Conference Host, configure the maximum number of callers, create custom rooms (with room ID only, pin only or both, configurable music on hold (6 choices), Conference call can be recorded, default conference audio announcements can be replaced with custom audio, record name feature, roll call feature.
Multi Outdial / Simultaneous
Outdial to up 7 destination numbers to connect to the first destination that answers.
Fax to Email
Received faxes can be delivered via email with customised settings (Subject, Body, From etc.) Fax can be delivered in TIFF or PDF format.
Call Recording
Available on most Cyprium Inbound Portal call routing options (including Conference and Queue), call recordings are delivered via email in MP3, WMA or WAV format, mute or record the call On Demand to ensure that sensitive information is not stored on the call recording (not available on conference call recording).
Distribution
Call flow can be controlled based upon Round Robin, Random, Bounced, Bounce or Percentage distribution.
Call Whisper
The receiving party is presented with custom audio when they answer the phone, they can then answer the call appropriately based on what they hear (e.g. for agents answering multiple calls for different organisations).
Voicemail – extended features
Replace default greeting with customised audio, choose to receive the voicemail message in MP3, WMA or WAV format, via email (with customised settings for subject, body from) or collected via telephone service (or both).
Audio Manager
Audio files can be uploaded to the platform into the Audio Manager and then attached where custom audio is permitted in a call flow, supported audio formats are MP3, WMA and WAV, customise ringtones (available with selected features).
Ability to send email messages to a maximum of 10 email addresses where permitted in the call flow (including Missed Call Alerts, Call Recording, and Voice files, Faxes), customise settings for each email (Subject, Body, From etc.)
Pushing the potential even further than before, the following features and functionality are available with our Service Designer interface in the Cyprium Inbound Portal via the API:
CLI Routing
Route a call based on a caller’s CLI (telephone number) or telephone keypad input, use default or customised audio to collect digits using telephone keypad, configure the match type based on either most matching digits or exact.
DTMF Capture
Collect digits entered using the telephone keypad to control what happens next in the call flow (when combined with other features such as Send Post).
Post Call
Allows activity to continue on the call for either the calling party or receiving party after the other has hung up (e.g. to perform a feedback survey).
Send Post
Ability to send and receive HTTP posts within the call flow. The query string can be constructed using Literal Values, Service Variables and Custom Service Variables
Outbound Call
Allows the calling party to key in a destination to be connected to, optional PIN Protection Control of permitted destinations (Landline, Mobile, International), calls can be recorded, default audio announcements can be replaced with customised audio.
These features are all backed up with the following functionality:
- Create multiple pre-configured plans (multi-plan) for each inbound number
- Individual plans can be instantly activated via the portal or via a call using a PIN protected IVR service
- Multiple services will enable Cyprium or our partners to create or build disaster recovery solutions for their customers such as build evacuations whereby inbound calls can be diverted to alternative sites Multiple numbers can be assigned to existing plan configurations
- Real-time flexible dashboard showing key call statistics; create multiple dashboards to manage all your customers information
- Real-time queue dashboard available for queuing services
- ‘Pulse’ reporting package exposing multiple real-time call statistics reports
- Pulse reports can be scheduled for delivery via email
- Pulse report data can be downloaded into .csv files.
DCA (Dynamic Call Agent)
Dynamic Call Agent or ‘DCA’ is a feature which allows Service Numbers to automatically hunt to a number of end points based on their call status (engaged, out of service etc.) and also a secondary user defined status.
DCA uses a common call centre terminology:
End points are referred to as Agents
One or many Agents can be assigned to a hunt group known as a Skillset
A Service can be built to route calls to a Skillset using the DCA node
A Service Number can then be pointed at that Service to allow calls to be routed to the Skillset and to the most appropriate Agent
More information about these entities is detailed below. If you would like access to the DCA service please contact your Service Provider to discuss this.
DCA will be provided against an account with a Maximum Signed In Agent limit. Portal Administrators can create as many Agents as they wish, but only the value of Maximum Signed In Agents can be Signed In concurrently. If an Agent tries to sign in and this breaches the maximum limit, an error message will be received.
Call Statistics
Pulse is the reporting engine for the Advanced Inbound Services Platform. Various report types and selection criteria are available for online reporting of all numbers associated with an account.
All data displayed online can also be downloaded in .CSV and/or Excel format using the appropriate option buttons available on screen. You can also Schedule reports to be delivered on a regular basis to up to 10 email addresses.
Call us today on 0330 333 8444 for help or advice or complete our online request form.
