>> CallMan Features:

>> Virtual handset

>> Comprehensive Call Management

CallMan manages inbound calls through its Reception System, which presents the caller with a configurable voice menu system. Its call centre solution can direct calls to the next available, or most appropriate agent in strict rotation. Each agent has a user-friendly virtual handset for receiving and managing calls and data and this also presents the agent with predefined call scripts or cue cards for interaction with the caller. The system can manage outbound calling and predictive dialing, voice mail and remote user access.

>> Text To Speech and Voice Recognition

CallMan communicates text and numbers over the phone and can construct simple spoken responses such as an account balance, for example. A full text to speech module will be available shortly, so that callers can receive digitally spoken information without the need to speak to an agent. In addition, a voice recognition module will be added, which will match voice patterns to entries in the database and accept spoken commands.

>> A Scalable Solution

CallMan is suitable for large and small companies, and has been developed as a fully scalable client-server solution to meet with differing computer telephony requirements. The standalone version of the product features an independent SQL database, which records caller ID’s, customer numbers and details, call histories and scripted responses. This information pops onto the screen as the agent takes the customer’s call.

>> CallMan Virtual Handset

The Virtual Handset appears on each user’s desktop and acts like a standard telephone handset, allowing users to enter numbers to dial, accept or reject calls and set their status to available or busy. The Virtual Handset can be displayed on the desktop or ‘hidden’ in the MS Windows Task Bar until an incoming call arrives, when it will pop up in front of the user’s current application. Calls can be transferred to available agents and users can log notes against a call through the Virtual Handset. Notes stay with a call throughout the transfer, so receiving agents can read and add to them. Callers that have dialed in previously have an associated caller history record that can be accessed by any agent and lists all historic notes, call durations and agent details. Users can input caller details at any stage, adding company, name, email addresses and other relevant information as required. The Virtual Handset also has a ‘quick dial’ function for the last twenty outbound calls dialed.

>> Voice Mail

CallMan’s voice mail can be accessed remotely, allowing users to dial in to their voice mail at any time with a private PIN number, update their recorded voice mail message and play, save or delete messages. Voice mail can be activated for individual agents or for general use. General voice mail messages are held in a pool and are available to all users so that they can be dealt with by the first free agent. Individual voice mail messages are private and can only be accessed by the agent with the relevant extension. Users can choose to save voice mail messages permanently as .VOX or .WAV files and can re-direct messages to other agents. CallMan has an automatic purge facility, allowing users to set a time frame within which messages are saved and after which they are automatically deleted.

>> CallMan Trunk Manager

CallMan’s Trunk Manager is the central resource within CallMan, routing all inbound and outbound calls and processing call transfers. The Trunk Manager is located on the CallMan server and acts as a hub for the system, sitting between the Virtual Handset that the users see and the telephony hardware in the CallMan server. No user interaction is required for the Trunk Manager, but the administrator can access menu sets and various configuration settings.

>> CallMan Menu Builder

The CallMan Menu Builder enables the administrator to construct and edit voice menus easily and quickly. The voice menus allow callers to navigate their way through the system to the required extension, department or voice service. Voice tags can be strung together dynamically, allowing menus to be built from predefined voice tags, or from messages that the customer has recorded themselves. Menu templates are included so that menu sets can be built according to a common structure. Many different voice menus could be held on the CallMan server and applied to the system according to the time of day, season or special offers that the user may wish to promote.

>> CallMan Administrator

The CallMan Administrator provides statistics relating to call duration, call frequency, calls per agent and ratios between voice messages and live calls. Bespoke reports for each CallMan installation can also be set up and accessed through this module. Statistics and reports can be run within specified date ranges and can be viewed as graphs, with user definable settings and a choice of twelve different graph formats. An auto refresh function can be set to every (x) seconds, allowing call activity data to be constantly monitored. Administrators can use the CallMan Administrator module to get direct access to the underlying database if required. Users and agents can be added, and their settings can be amended, through the CallMan Administrator.

>> Competitive Advantage From CTI Solutions

CTI can give your business the edge it needs to stay ahead in a rapidly developing IT environment. A computer telephony system, integrated into your existing IT network, could enhance or replace your current PBX, or even control it, while offering an array of advanced digital features such as voice mail facilities, data capture through the telephone keypad, and voice recognition.