Voicent PBX
About PBX
PBX Feature Tour
- Feature Overview
- Receiving Calls
- Handling Calls
- CRM and Software Integrations
- Business Management
- Business Automation
Quick Questions
What is a PBX?
A private branch exchange (PBX) is a telephone exchange for a particular business. A PBX system connects incoming telephone lines to a set of extensions inside a business.
What is VOIP or IP PBX?
VOIP PBX or IP is a PBX system that can handle calls on an IP network. It supports outbound connection to a SIP trunk or regular trunk; it also supports IP extensions. Most VOIP services provide regular telephone numbers to allow calls from landline or cell phones. The person who calls these numbers usually cannot tell the difference whether the call is make to a VOIP service or traditional PSTN service.
What is Voicent's Flex PBX?
Flex PBX is an affordable and easy to use auto attendant software system. Because it is a software package, it offers flexible configuration and unlimited design capability. It has all the features of a traditional PBX plus much more.
What is an Auto Attendant?
Also known as a Virtual Receptionist, it allows callers to be automatically transferred to an extension without the intervention of a live operator. Typically the Auto Attendant is included in a business phone system.
What is an IVR Menu?
A phone system menu that interacts with humans through the use of voice and DTMF keypad inputs. Auto attendant is a special kind IVR, where the target operation is the transfer of a call to an extension. IVR can be more broadly defined. It can interact with a database to supply requested information such as account balances, etc.
Agent Dashboard™: Screening Calls
With Voicent PBX and the Agent Dashboard™ extension, you and your agents will never have to answer calls blindly without knowing who they are speaking with. Name, wait time, CRM record, and reason for calling are displayed in the Agent Dashboard screen for easy access and viewing.
Connect to Agent Right Away
Some phone calls must be connected to an agent right away, skipping the main Auto Attendant and reaching the agent even if all other calls are being sent to voicemail. Voicent's Reach-Me-Anywhere feature serves to connect important callers or even emergencies to agents whether they're at work or at home by dialing all known numbers of the agent until a line connects.
Custom Categories
In the Voicent CRM Setup page, you can create custom fields for callers to better convey their category to agents. For example, a custom field could be a Do No Answer category. Agents can select this category for a caller, so that future calls will show it on the CRM popup screen as a signal to other agents.
Assign Agents To Callers
Callers can be automatically assigned to an agent the first time they call in order to ensure they get the same person the next time they call. Their call, if they choose the same Auto Attendant menu option, will be routed to their assigned agent's extension.
Read Notes About Caller in Queue
Agents can screen calls even if they don't recognize the caller ID by selecting a call in queue to view the caller's CRM record. In the CRM record pop up screen, the notes section displays all notes entered by the agent and other agents who have spoken to the caller. Agents can read notes about all the calls in queue and choose which one to pick up.
Click to Send to Voicemail
If an agent has too many calls in queue or if a call is not worth taking, the agent can send a call to voicemail by selecting it in the queue and clicking the button that sends it to voicemail or an Auto Attendant. The Auto Attendant can explain that there are no agents available currently and offer to have them leave a voicemail or remain on-hold.
