Member or agent login option
With PBXware call center edition there are two options to be part of a queue. The member option is where the admin assigns a phone to a queue and is always-on. The member does not have login / logout permissions. The alternative is using agent login, this option would allow an agent to login / logout from their desk and also pause their session for a period of time. Agent login has two modes, callback and dynamic agent login.
Callback and dynamic agent login
The dynamic login option allows an agent to login remotely into the queue and wait for the next call while listening to music on hold. Callback login is the traditional call center configuration where an agent will answer a ringing phone to be joined with the waiting caller.
Everything you need, where you need it, when you need it.
With gloCOM agent edition alongside with the CRM addon the agent can have the caller’s information pushed to a CRM application where it will pull the records and display it to the agent. Having visibility is crucial inside the agent panel, simple queue statistics and agent status will allow the agent to have the “know” to what is going on with their colleagues.
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MINIMIZE IDLE STATES
With the agent panel the agent can see if they are needed in another queue or if it’s a good time to take their break based on call volumes.
With so many details in the right place, gloCOM will have an instant lift to staffs' day. Start getting the benefits of its features implemented in a most comprehensive way.
Having an efficient agent who has all the tools at their disposition to better serve the caller will reduce the need for the caller to call back a 2nd time and driving labor costs up.
Through the gloCOM interface, make calls with a single click, monitor other agents status and much more to manage your connections.
Having everything in the right place will allow the agent to do their job without the need to open multiple tabs in their browsers, the CRM addon will open the relevant tabs from their CRM system for them.
gloCOM GO mobile app
When gloCOM GO mobile app is used, mobile device becomes an extended part of gloCOM, similar to deskphone when used in Office Phone mode but with even more functionalities and without restrictions of office desk. Integration with mobile app is giving mobility to users while allowing them to use many features gloCOM desktop app can offer while on the go. In addition, when in the office gloCOM GO app will allow you to full control of the calls through the desktop app.
Plantronics headset support
gloCOM supports full integration with Plantronics headsets - Users can Answer/Reject/Hold/Resume and Hangup gloCOM calls by using their headset controls.
Jabra headset support
gloCOM supports full integration with Jabra headsets - Users can Answer/Reject/Hold/Resume and Hangup gloCOM calls by using their headset controls.
QoS for Windows and Mac
Implemented QoS for Windows and Mac. Glocom voice packets will have higher priority trough the supported routers.
Chat, voicemail, osc, agent pause, access codes, qos, directory and phone DND. Permissions are set per tenant and edition.
Added support for any kind of surveillance camera that supports HTTP.
Support for PBX5
Support for new Asterisk13 platform and PBX5, more stable and reliable platform and software.
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