1. Communication Management

1. Basic agent functions: Agent login and logout, answer, hang up, mute, redial and transfer. Incoming calls can be answered automatically or manually. The system supports mute and customizable music on hold, external or headset ringing, music ringtones and adjustable call volume.
2. Incoming-call screen pop: Customer records appear immediately when a call arrives, allowing the agent to record basic information and service details quickly.
3. Call recording: All incoming and outgoing calls can be recorded to a designated server for centralized playback, search, download and backup. Customer messages can also be recorded when calls are unanswered.
4. Computer dialing: Use the computer keypad instead of telephone number keys, drag numbers into the platform, click numbers in the phonebook and redial any of the five most recent numbers.
5. Softphone support: A telephone headset can be used as a computer headset for VoIP calls.
6. Multi-account management: Each account has an independent recording list and storage folder. Recordings can be searched, imported, exported and backed up only after login.

2. Customer Management (CRM)

Coordinating customer service through the telephone system is one of the fundamental goals of building an enterprise call center.

1. Customer database: Create, edit, delete and search customer records, prioritize VIP customers, and allow authorized administrators to import or export customer data in batches.
2. Real-time customer screen pop: After an agent signs in with an extension number and password, each incoming number is matched against the database. Existing customer details appear automatically and can be updated during the call; new numbers open a blank record for rapid entry.
3. Collaborative service: When a call is transferred, the associated customer information is transferred simultaneously to the receiving colleague’s computer.
4. Click-to-dial: Find customers by selected conditions, click a telephone number to call directly, and open the customer record when the call connects.
5. Service records: Store the time, agent notes, previous service history and related call recordings for every customer interaction.

3. Statistical Reports

Telephone traffic can be queried and summarized by month, week or day. The system calculates the number of calls within the selected period.

4. Permission Management

Access controls and checks protect system operations. Operators and administrators can be managed by level, with different control and access permissions assigned to each level.

5. Required Hardware

The software functions are designed to be used with the Hion U800 professional telephone headset.