Unlimited ACD Queues, Call Agents,
Our Call Center software offers the set of features needed for an organization to effectively start and manage inbound or outbound call campaigns. Features include unlimited ACD Queues, unlimited call agent logins, comprehensive reporting, real time queue statistics, real time queue monitoring, soft phone (optional add-on using gloCOM), and many more.
Real Time Queue Statistics & Scheduled Reports
See how your call center is performing in real time with simple to read at a glance Statistics. You are also able to have PBXware email you a pre defined report at a predetermined time (Daily / Weekly / Monthly).
Queues and Agent Performance
You now have the ability to see what is going on in real time, What the Status of Agents, Who they are talking to, Which queue they are working on, How many calls have been processed in a period ? And see in real time how many calls are active or on hold waiting to be answered.
Live Call Monitoring
With PBXware Call Center Edition a Supervisor / coach can listen to any Agent’s calls and as required Whisper to the Agent guidance / suggestions or Barge into the call interrupting the call in progress while the Agent is on the phone with a caller to assist and possibly save a delicate situation.
Built With a Purpose - Call Center gloCOM Apps:
Supervisor & Agent Editions
gloCOM Unified Communications allows both Supervisors and Agents to have their tools at their fingertips. This reduces stress, confusions and much faster compared to Web Based Products call center applications. Agents may see easily the number of calls waiting in the queue, transfer the active call, instant message other colleagues… Supervisors can see queue call status & agent allocation instantly and clearly to make immediate educated resource allocation decisions.
CRM - PBXware Integration
PBXware is ready for integration with Bullhorn, Microsoft Dynamics, Microsoft Exchange, Outlook, SUGARCRM, Salesforce, vTIGER, Zendesk, Zoho. This includes click2dial (using supported web browsers), Caller ID recognition and pop-up and where possible Call Recording Association. Remote phone name & number, Local extension, call duration. Through our SDKs for RESTAPI and SOAP a developer can add other public or private CRMs. This can be done as custom work or by the customer or VAR.
Real Time Agent Monitoring
Real time agent monitoring allows authorized user to monitor and listen calls and agent's performance, of one or more users/agents in real time. It is very useful when needing insight on the quality of the information given by call agents for example. These reports will give you a clear information which agent needs to improve his performance.
PEACE OF MIND
PBXware Call Center Edition is vigorously tested by Bicom System Engineers before each new release, giving you the peace of mind that it is a stable rock solid platform that you can depend on for your call center.
With full visibility of all the agents and queue metrics and stats, PBXware Center Edition will allow supervisors and management to make on the fly decisions to ensure optimal efficiency of all resources available to deal with callers. gloCOM Supervisor is so quick Supervisors know which Agent will be answering before the call rings!
ABILITY TO PLAN RESOURCES
With call statistics inside PBXware call center edition, it allows management staff to plan based on historical data of call volume and patterns. This will allow the ability to ensure proper staffing levels can be in place based on historical data.
Inside PBXware call center edition you have the ability to assign users to manage specific queues allowing them to run reports and configure queues that only have been assigned to them, reducing the burden on management and supervisors.
Agents come and go, new projects may last for just a few days. Often additional Agents are required at home. No need even to buy handsets. gloCOM Agent Edition can be increased for just the project and with unlimited Agent Logins there is much flexibility.
With Call Flows organised correctly & gloCOM Agent Edition providing an easier to use experience, Agents can get more done with less effort & less stress. Sometimes as much as 33% improvement compared to other systems.
Service Level Agreements (SLAs) are clearly shown so to ensure proper visibility. With the heightened Agent Performance and Management Control provided by PBXware Customers’ Satisfaction is better assured.
Combined with SERVERware, our Call Center Solutions are delivered with five nines uptime. This means you will not miss calls, customers will be provided service and money is not lost.
Protocols: SIP, IAX2, DAHDI
PBXware extensions supports SIP and IAX2 protocols as well as DAHDI interface technology. SIP and IAX2 are communications protocols used for signaling and controlling multimedia communication sessions while DAHDI is open source computer telephony hardware driver API.
Outbound Destinations Permissions
Administrator have full control on what destinations, local or remote, PBXware extensions can dial. These rules can be applied to multiple extensions at the same time (through Service Plans) or individually per extension.
PBXware allows registration of multiple clients to a single extension simultaneously. It is possible to connect following devices at the same time: 1x Deskphone 1x gloCOM desktop client 1x iOS client (SIP TCP is required) 1x Android client (SIP TCP is required) (NOTE: PBXware 5 does not have restrictions in regards to number of registered devices, regardless of device type)
PBXware 5 is now running push notification service that propagates push notifications to devices that are registered to the PBXware extension with gloCOM GO. This feature increases user connectivity and flexibility for business trips, working from home, or any other calls made outside of the office.
Enhanced Services allows PBXware Administrators, as well as end users, to set up and control extensions features like Caller ID, Call Pickup, Call Filters & Blocking, Call Forwarding etc. from their phone and through web interface.
PBXware billing module is one of the most important system components. It allows you to set up outbound and inbound billing prices for all the destinations across the globe. When Time Based Dialing (TBD) rules are used, system allows you to create different prices for specific day/time ranges.
Auto provisioning allows you to automatically configure your phones by pointing them to PBXware tftp/http address. To utilize auto provisioning system you must use one of the deskphone devices from evergrowing PBXware list of supported UADs and configure PBXware extension with matching UAD and MAC address.
gloCOM Modules and Editions
gloCOM Editions and Modules allow you to restrict extensions to only use selected gloCOM editions and modules. This prevents users from switching their gloCOM edition to one they should not be using for sheer curiosity, preventing extensions that are actually supposed to use that particular edition from using it.
Desktop Apps integration
PBXware offer seamless integration with gloCOM desktop app, allowing users to save time and improve productivity.
Mobile Apps integration
gloCOM GO mobile app allows you to stay connected to your PBXware extension even when you are not in your office, enabling you to do your work without being confined to your office desk or even your office.
PBXware now supports WebRTC. WebRTC provides browsers and mobile applications with Real-Time Communications capabilities via simple APIs.
PBXware billing module is a vital tool that provides easy management of service plans, extension funds and allows full control over pricing and billing for outbound and inbound calls.
Service plan defines billing details for all available destinations but it will also enable you to create a template for PBXware Enhanced Services, Destinations permissions and Online Self Care settings which all will be automatically applied to every extension associated with particular service plan.
Credit limits allow you to assign maximum amount of funds extensions will be able to spend on calls, preventing users from having unlimited funds at their disposal.
Caller ID feature allows users to create and control caller ID number that will be displayed to the called party. In addition to setting permanent call that will be used as primary Caller ID, administrator can create a list of allowed caller IDs that can be selected before the call is initiated. This feature is intended to be used with gloCOM desktop app but it can also be used by entering access code on the deskphone.
Call Filters & Blocking
Based on a set of predefined rules this service filters and blocks all incoming calls based on the rules you have set for incoming caller IDs. This way, you are able to send busy signal to all calls that have their caller ID hidden, or to forward the call to out of service number whenever specific number dials your extension.
Call Forwarding service forwards calls to other destinations depending on the rules created for particular extensions status. For example, you can forward calls to your cell phone in case you do not answer the call in 15 seconds or in case your extension becomes unavailable for some reason.
Follow Me service rings destinations in a sequence set up by user. If call is not answered by initial destination next destination in sequence will be dialed. This allows you to set up your deskphone to ring first, for example 10 seconds, and if call is not answered it will move forward and ring your cell phone for 10 seconds. In case you are unable to answer it, you can also set the call to return to your extensions voicemail, ensuring that you will receive the message from the caller once you are available.
Group Hunt service rings all provided destinations at the same time. In case where call is not answered by any of the destinations, it can be forwarded to 'Last Destination' extension that can be set to voicemail.
With Mobile Numbers you can assign Mobile Numbers you would like to receive calls on when not in the office. If you enable Mobile Numbers service and add a number to the mobile numbers list it will be displayed in gloCOM as one of the destinations you can be reached on.
Instant Recording service allows you to start call recording at any point of the call. To start recording the call, user simply have to dial *159 access code.
Remote Access enables users to dial into the system from remote location and authenticate to their personal extensions so they could make calls as if they were using their office phone.
This service monitors active calls in real time, allowing you to choose between three different monitoring options if needed. Listening - user can only listen to the calls Whispering - user can listen to the conversation and talk only to the monitored extension Barging - user can listen and talk to both parties on call All (Dynamic mode) - dynamically choose what mode of monitoring you want to use during the call
Hot Desking is a feature that allows employees to work at any available desk in office and still be able to have their own extension. If phone is set up to be used with hot desking any user can log in to their own extension by entering extension number and PIN. Only specific Polycom and Yealink devices are supported for hot desking.
Ring Groups are used to group a number of UADs/Phones into one network destination. Each Ring Group is assigned a network number which, once dialed, rings all extensions assigned to the group according to ring strategy.
PBXware supports UDP transport. With UDP, computer applications can send messages, in this case referred to as datagrams, to other hosts on an Internet Protocol (IP) network without prior communications to set up special transmission channels or data paths.
PBXware supports TCP transport. TCP provides reliable, ordered, error-checked delivery of a stream of octets between programs running on computers connected to local networks or the public Internet.
PBXware supports SIP/TLS transport but it is important that clients also support TLS and that they are set up accordingly. TLS is cryptographic protocol and it provides encrypted communication over the Internet improving security.
G.729 - Royalty free
Support for G.729 - Royalty free (License included with PBXware 5.0)
Support for Opus codec
Online Self Care
Online Self Care portal allows end user to modify their extensions settings according to assigned permissions. Users can edit Enhanced Services settings, set up voicemail behavior, check CDRs, download call recordings etc.
Multi-User Extension (DID Forwarding)
Multi-User Extension is used for DID forwarding, in cases where remote system trunk is registering to PBXware extension, which allows PBXware to pass inbound calls to remote PBX system.
Remote Access can be set as a DID destination to allow users to make calls from their extension even when they are not in the office. When user dials DID number set to use Remote Access he will be asked to enter extension number and PIN. Once user is authenticated he can make calls to allowed destinations, check voicemail or even log in as queue agent.
Fax to E-mail
Set Fax to E-mail as a DID destination if you would like to receive faxes on PBXware. Fax will be sent to e-mail address (if SMTP server is configured on PBXware) and saved on PBXware where it can be downloaded from FAX section.
Setting Phone Callback as DID destination allows users to make calls from remote locations through PBXware without being charged. If user calls a number which is configured as a DID on the system, system will match users caller ID, hang up and call the user back, prompting for the destination to be called. This option requires additional settings in Phone Callback Enhanced Service.
Operation times is feature that enables you to forward DID calls to a destination different from the one that is set in DID, based on date, day and time.
Call recording can be enabled on DID as well as on several other places on PBXware, however, If enabled on DID, call recording will have entire length of the call in a single sound fie, even if call was transferred more than once.
Specific Service Plan
Creating multiple service plans enables you to easily assign or change call prices which will be used by all extensions that are set with specific service plans. Creating multiple Service Plans allow you to set up extension pricing based on the package you are selling to that particular user or group of users. In addition to this, Service Plan allows you to create a template with specific set of Enhanced Services and/or Destinations permissions which will be enabled for extensions that are assigned with particular service plans, preventing manual labor which would be needed if every extension was to be set manually.
Use Billing Extension for Billing
You can easily manage inbound calls billing on DIDs by assigning Billing Extension number, automatically deduct the funds from extensions account balance for every inbound call made.
Caller ID Validation & Routing
This option is used to fine tune functionality of the DID by adding rules which route the calls to different destinations based on incoming Caller ID.
Dynamic conferences via Desktop App
Integration with gloCOM allows you to create dynamic conferences by dragging users into an active call.
IVR (Interactive Voice Response) is automated answering machine which guide callers to their destination by providing a number of choices and waiting for caller to make a selection through DTMF tones via device keypad.
PIN-based IVR allows dialing local/remote destinations by providing a preset IVR PIN number.
Unlike regular IVR, Multi-digit IVRs accepts two or more digits as a response from caller, therefore providing a wider range of options compared to Standard IVR.
With this option selected, you will have the ability to dial an extension by entering the first three letters of the extension's last or first name.
CDR statistics provides all the information related to calls made on your PBXware.
File System controls
All PBXware logs, sound recordings, CLI and CLIR files are stored on the local file system. Some of these files can grow to a size which will not leave any space on the system. This section provides management of how and when these files should be rotated or deleted in order to prevent such a scenario.
To prevent log files growing too large and consuming all the data on your PBXware's hard drive, data from the main log files is moved to another file after certain period of time.
Files removal control
To prevent number of large log files consuming all the data on PBXware's drive data that was moved from main log files is deleted from the drive after certain time.
In case your system is experiencing some call issues you can inspect CLI messages log in order to get better understanding of the problem.
SMTP log section will provide you useful information on eventual issues with e-mail notifications and messages.
E.164 routing mode is using destination routes based on E.164 numbering rules. E.164 defines a general format for international telephone numbers. Plan-conforming numbers are limited to a maximum of 15 digits, excluding the international call prefix.
Simple Dial plan Routing
Simple routing mode allows you to manually create preferred destination routes based on number of digits dialed.
Disabled routes section allows you to enter specific destination routes in order to prevent callers from dialing the numbers that are part of those specific routes.
Special Routes feature allows PBXware administrator to add special services numbers that will be distinguished from extensions numbers (even if they have same number of digits) and dialed through specified trunk, similar to how Emergency Services numbers are dialed through Emergency Trunk.
LCR (Least Cost Routing) section allows fine tuning of the system's trunks usage accordingly to the price and quality.
Setup routing up to three trunks per Destination Group
LCR allows you to setup up to three trunks to be used according to cheapest price for each available route to lower the costs of calls for you and your customers.
LCR per system extension
Mini LCR on extension enables you to override system LCR and allow extension to make calls through different trunks.
PBXware supports SugarCRM 6.5 and later
PBXware supports SalesForce CRM
PBXware supports ZenDesk CRM
PBXware supports Zoho CRM
Microsoft Dynamics CRM
PBXware supports Microsoft Dynamics 2015 CRM
PBXware supports Bullhorn CRM
Support for Vtiger CRM
In most cases Remote Access is set as a DID destination (although it can be set as an IVR destination as well) in order to allow users to make calls from their extension even when they are not in the office. When user dials DID number set to use Remote Access he will be asked to enter extension number and PIN. Once user is authenticated he can make calls to allowed destinations, check voicemail or even log in as queue agent.
Operation times is feature that enables you to forward IVR calls to different locations depending on date, day and time.
Queue system allows you to receive more calls in your PBXware than your staff members are able to answer at the same time. NOTE: Queues in MT edition have less options available. For example, Agents are not available on MT and only static members (SIP extension) can be added to queue members list.
Queue Ring Strategies
Queue ring strategies allows you to distribute queue calls more efficiently and according to your specific needs. You can assign one of the available strategies to your queues in order to ring queue agents or static members randomly or in specific order.
In order to allow you to preserve important customer calls PBXware queues also offer option to record all queue calls.
Abandoned Calls E-mail Notification
When Abandoned calls e-mail notification is enabled, PBXware will send reports, once per hour, with information on all abandoned queue calls and the reason why calls were dropped.
Depending on queue settings Queue Callback will initialize the call to numbers that dropped queue calls before they were served by Agents. Queue Callback have number of options that will allow you to fine tune it according to your personal preferences.
Queue Members management
You can easily add and remove queue members from queue members management panel.
Queue Member Penalties
Assigning different penalty levels to queue members will help you achieve more precise call distribution in your queues. Members with lower penaltiy number will receive calls until all members with that penalty are busy or unavailable, which will move call to members with higher penalty number.
Desktop App Integration
PBXware Call Center integration with desktop clients gloCOM Agent and gloCOM Supervisor will allow you to improve your employees performance by speeding up their workflow.
Queue statistics data will provide necessary tools that will help you to improve your call center workflow and efficiency, detect bottlenecks and act in order to eliminate them.
You can filter your reports per specific queues, allowing you to get even more precise information in your reports.
You can filter your reports per specific queue members, allowing you to get even more precise information in your reports.
You can filter your reports per specific caller number, allowing you to get even more precise information in your reports.
These reports will display the data sorted per agent
Queue reports will display all the relevant information sorted per queue
Queue calls report will display data for all inbound calls that entered the queue.
Queue answered calls
Queue answered calls report will display data for all inbound calls that entered the queue and were answered by agents.
Queue unanswered calls
Queue unanswered calls report will display data for all inbound calls that entered the queue but were unanswered.
Queue calls per agents
Queue calls per agents report will display data for all answered inbound calls sorted per agent but will group the information per queue they called.
Summary reports will display summary information for specific queue elements.
This report will display information for all calls.
All answered calls
This report will display information for all answered calls.
All unanswered calls
This report will display information for all unanswered calls.
This report will display information for all inbound calls.
This report will display information for all outbound calls.
Scheduled Queue Reports
Scheduled queue reports allow you to automatically run and email queue reports data based on data you would like to be displayed for selected time interval.
Set your Scheduled Queue reports to be ran and emailed once an hour.
Set your Scheduled Queue reports to be ran and emailed once a day.
Set your Scheduled Queue reports to be ran and emailed once a week.
Set your Scheduled Queue reports to be ran and emailed once a month.
Set your Scheduled Queue reports to be ran and emailed once a year.
This type of queue member can login to a designated queue from any UAD on the network with access code *202. Agent need to provide AGENT NUMBER and AGENT PIN in order to log in. The dynamic agent line is always opened, and he is listening Music on Hold when not serving customer calls.
This type of agent can login to a designated queue by dialing *203 code. Agent need to provide AGENT NUMBER, AGENT PIN, and NUMBER of extension or outbound number agent is currently using. Callback agents phone will ring once they have call waiting to be served.
Group of Agents
To simplify queue members management administrator can create groups of agents to easily add and remove multiple queue members. NOTE: Agent Groups act as a template that allows you to move entire group of agents into the queue but in case you add new group members into the group, they will not be automatically added to the queues you already added this group into prior to that moment.
Pause Reason Codes
When Agent needs to stop receiving queue calls, but does not want to log out, they are able to use pause and stop receiving queue calls until they use un-pause option. Under these conditions they will still be reported as logged in to the queue(s). Now agents can provide a pause reason code to indicate the reason they are currently paused. This reason code is logged in with their pause event.
Pause Recording (PCI Compliance)
It is possible to pause call recording at any point in conversation, preventing personal information like credit card or social security numbers to be preserved in call recording.
Desktop App Integration
PBXware integration with desktop clients gloCOM Agent and gloCOM Supervisor will allow you to improve your employees efficiency and performance by speeding up their workflow and main tasks.
Authentication with PIN
All users need to provide PIN in order to authenticate when accessing voicemail.
Voicemail to E-mail (Optional Attachment)
It is possible to enable all voicemail notifications to be sent to e-mail address assigned to the extension. It is possible to select whether voicemail message should be included in the attachment.
Sounds per language
If sound files in language other than English are uploaded to PBXware alongside default English language prompts, it is possible to set voicemail prompts to be played in preferred language.
Monitoring section allows PBXware administrator to monitor status of main system extensions, trunks, conferences, queues and live channel in real time.
Queue monitor is useful tool that will display information on Agent status (Unavailable, Idle, On call), and some Basic queue information (Answered calls, Abandoned calls, current number of calls waiting in queue etc.).
Monitoring of SIP and IAX2 system extensions
Monitoring system can be set to monitor status of SIP and IAX2 peers and if status is changed tit will trigger offline warning notification.
Monitoring of Trunks via Outbound Test Number
In addition to monitoring trunk status it is possible to assign Test number to each trunk. This number will be dialed in predefined interval and if number is unreachable, warning notification will be triggered.
If PBXware warning system is enabled notification will be sent to assigned email addresses whenever SIP or IAX2 peer goes offline or Test number on trunk is unreachable.
Listen and Download Call Recordings
Listen call recordings for specific call by locating specific CDR and downloading attached sound file.
Call Recordings - Listen recordings in-browser
PBXware 5 interface now have integrated call recordings player, allowing users to listen PBXware call recordings directly from their browser and navigate through the recording with a simple click of a mouse. This prevents the issue users might experienced with earlier versions, as they had to find a media player that supports format in which recordings were being downloaded.
E-mail recordings option allow you to send specific call recording by clicking E-mail icon and entering e-mail address you would like to send CDR records to.
Information about calls (CLIRs)
CDR page offers additional call information for easier debugging. To see detailed information about call, click Advanced icon, select checkbox for CDR in question and click CLIR icon to open popup window with full call report.
E-mail notifications control
E-mail notifications control allows you to control which e-mail notifications will be sent to administrator.
GUI notifications warn users about license expiry date, new updates and status of emergency trunks setup in order to prevent potential system issues.
GUI Global Settings
PBXware graphical interface allows you to configure and supervise your PBX faster, easier, and much more efficient than any other product on the market.
Besides main administrative accounts PBXware GUI allows creation of additional administrator accounts so users do not have to share single account.
Site / Tenant Administrators
To give customers management over settings on rented tenants administrator can create lower level administrator accounts with tenant level administrative privileges.
Action Logs feature will provide information on what changes are made, who made them and when, it can also help you detect unauthorized access by storing information of IP addresses from which connection to your PBXware was established.
To prevent unauthorized access to PBXware web interface we created automatic account suspension feature. By default, accounts will be suspended after 5 unsuccessful login attempts in 1 minute but users can change these values to match their preferences. After account is suspended it will have to be unlocked by administrator.
Simple branding feature allows users to easily upload custom logo and change interface colors from PBXware GUI by simply clicking the mouse.
Custom CSS branding
Advanced users are able to modify CSS files to visually adapt PBXware GUI to their preference.
Custom Login logo
Your company logo can be uploaded to replace default Bicom Systems logo displayed on the PBXware login page.
Product name branding
Bicom Systems is offering an option to change PBXware name to match our customers preferences. For more information please contact your account manager.
In general terms, API is a set of clearly defined methods of communication between software components, or in our case between PBXware and custom solutions developed for working with PBXware.
Updates and Upgrades
You can easily update or upgrade your PBXware server from Updates section. This feature only allows update between minor versions like 4.1 to 4.1.2 while major versions upgrades, 4.0 to 5.0 for example, can only be performed by trained Bicom Systems staff members.
Remote logs feature allow you to connect your PBXware to remote MySQL database in order to store CDR database on remote server. Please note that if this feature is enabled, in case connection to database server is interrupted, you will not be able to access CDR data until connection is reestablished.
SSL Certificate import
Setup wizard allows you to create and download your PBXwares private key and CSR files in order to send them to certificate authorities. In addition, once you receive your certificate files you can use this tool to install it on your PBXware.
SSL Certificate integration with Let's Encrypt
With Let’s Encrypt integration in PBXware 5 our users will not have to worry about when their SSL certificate is about to expire as PBXware and Let’s Encrypt service will renew the certificate every 90 days automatically without any need for user interaction. Let’s Encrypt is a free, automated, and open Certificate Authority used for setting up an HTTPS server and having it automatically obtain a browser-trusted certificate, without any human intervention (https://letsencrypt.org/). This means the customer will need to install the certificate only once and it will be automatically renewed once it is about to expire.
HTTP/HTTPS provisioning with Authentication
PBXware supports HTTP/HTTPS provisioning with Polycom, Yealink, Cisco SPA, Panasonic and Obihai devices.
Wide range of supported UADs is advantage PBXware is providing for its users. With support for all major brands in the industry we also offer support for range of devices not as widely supported on other platforms.
When phone calls are made, there are usually two user-facing identifiable pieces of information: a phone number and a Caller ID Name. CNAM can be used to display the calling party's name alongside the phone number, to help users easily identify a caller. There are numerous CNAM lookup services which allow you to pay a small fee to lookup the CNAM of a specified caller and PBXware now allows you to integrate with them.
Remote Storage with FTP, Amazon S3 and Dropbox
PBXware 5.0 includes a remote storage feature that can be used to keep your recordings, voicemails, and FAXes on a remote location. You can choose between three options for remote storage: Amazon S3, FTP server, or Dropbox. You can either keep these files on both your PBXware server and the remote server for backup purposes, or set files to be removed after the upload to preserve space on PBXware.
Visit Downloads Page