Virtual Call Centre Features - Voicemail

Voicemail Mailbox, SMS and Email New Message Paging

Departmental Mailbox

A voicemail box can be assigned to each department, taking messages when no-one from the group is available to take the call, outside office hours, for example.

New messages will appear in the personal voicemail boxes of people are responsible for listening to 'departmental' messages, and will appear as 'saved' in the other mailboxes in the group once one person has heard the message.

A sales message will be prefixed "sales message", for example, keeping messages separate from personal messages.

Voicemail features such as the ability to save messages, hear when they arrived etc. are included.

User Mailbox

Each user on the system can be assigned a personal voicemail box to take messages when they are not available. The mailbox greeting can be changed via the phone or their web login.

New Message SMS Paging

SMS messages can alert users in the field of a new voicemail, which can be retrieved by dialling in.

New Message Email Paging

A predetermined list of recipients for each departmental or personal voicemail box can be sent messages as email attachments in .wav or .mp3 format.

Clicking on a link in the email will flag the message as saved, useful for departmental messages which may be sent to a number of members.

Data Capture in Multi-Part Messages

Messages can be taken as a series of questions and answers from the caller where the information needs to be accurate and in the correct order, such as in order placement and with customer addresses.

Spoken answers, typed on the keypad, or alpha numeric using a text message style input, can all be accommodated. The data is validated and then submitted for processing on an email or as an FTP document.

Virtual Call Centre Features

PhonePresence Call Centre Features are divided into categories:

	System Capacity
	Main Inbound Number
	Call Handling
	Voicemail Services
	Supervisor Control
	User Control
	Agent Monitoring