FEATURES
Make & Receive Calls
User Interface Personalization
Set up softphone windows to have all the required features at hand. Hide the main window totally if agents need no UI besides your CRM or Helpdesk software.Large Buttons
All the buttons are large and easy to use, so Agents with any skill level may learn user interface in minutes not days.User Interface Scalability
Scale softphone windows for better appearance on laptop and 4K monitors.One click redial
It takes one click to redial on "Active Calls" or "Call Log" windows.Call Transfer in 2 clicks
Agents make less mistakes, because it takes just 2 clicks to transfer a call.Conference Call with up to 6 Participants
Switch an active call to conference call with a single click and add up to 6 participants.Call Waiting
Enable Call Waiting, so Agent will be able to see the second call in background and switch between calls.Hold and Unhold
Put an active call on hold and start a new call.Voicemail Drop
Prepare library of prerecorded voicemail messages. Drop that message when call goes to voicemail with a single click.Play Prerecorded Greeting on Answer
Record a greeting message and set up softphone to play this message on answer automatically.Automatic Answer
Enable automatic answer to reduce wait time.Missed Call Email Notification
Receive email notification every time you miss a call.Conditional Call Forwarding
Define phone number and activate call forwarding. Softphone will forwards incoming calls to that phone number immediately or after X seconds of ringing.Call Recording
Start and pause call recording manually or activate "always on" mode.After Call Work (ACW)
Enable After Call Work if Agents need to complete customer interaction like logging notes in a CRM.Call Tag
Prepare your call tags (labels, disposition codes, wrap-up codes) list to enable agents to indicate certain information about the completed calls.Status Control
Select Status
Agent selects status to log his or her working time accurately. Supervisors can see agent statuses on a Team dashboard and build online reports based on agent working time, such as Availability per Agent, Occupancy per Agent and Breaks per Agent.After Call Work (ACW) Status
Enable After Call Work if Agents need to complete customer interaction like logging notes in a CRM.Custom Agent Status such as "Lunch", "Training" etc.
In addition to the default statuses you can also define new ones like "Lunch", "Training", etc. It is a great way for Supervisors to know exactly why your agents are "Away" and see a full picture on "Breaks per Agent" online report.Presence Indication (BLF)
Softphone users can see their co-workers status on the Contacts window: Online, Ringing, On call, Offline. You SIP server must support the BLF feature.
Contacts List
Built-in Phonebook
Up to 3 phone numbers per contact, unlimited contacts.Presence Indication (BLF)
Softphone users can see their co-workers status on the Contacts window: Online, Ringing, On call, Offline. You SIP server must support the BLF feature.Remote Phonebook Synchronization
1-way synchronization with XML remote phonebook (Cisco XML). Softphone loads XML file from shared network folder or web-server (HTTP, HTTPS).CSV Import
Import your contacts from 3-rd party application using the CSV file.Google Contacts Synchronization
Synchronize a phonebook with Google Contacts.Cisco XML Synchronization
Synchronize a phonebook with Cisco XML file. Softphone loads XML file from shared network folder or web-server (HTTP, HTTPS).
Monitoring and Reporting
Agent Status Panel
Agent Status Panel is an efficient team management tool, providing Supervisors with quick access to up-to-date information on Agent current status.Live Dashboard
Monitor your Agent performance in real time. All important data on inbound, outbound calls and agent productivity are always at your disposal.Inbound Calls by Hour Report
Figure out working hours with highest amount of inbound calls and optimize your Agents shift schedule.Inbound Calls by Day of Week Report
Realize week days with highest amount of inbound calls and adopt your Agents shift schedule.Inbound Calls by Location Report
Analyze your callers by countries, states and cities.Inbound Service Level Report
Analyze inbound service level metrics: answered, % answered, SLA, average and maximum answer time, average and maximum talk time.Answered by Wait Time Report
See answered calls by wait time distribution.Abandoned by Wait Time Report
See abandoned calls by wait time distribution.Outbound Performance Report
Evaluate outbound calling performance: successfull calls, % successfull, unique phone numbers, average call attempts, average and maximum answer time, average and maximum talk time.Availability per Agent Report
Analyze amount of shifts, total shifts time and average shift time. Pay attention on total time per each status: On Call, After Call Work (ACW), Away and Idle.Occupancy per Agent Report
Figure out % of logged in time Agents handle calls.Breaks per Agent Report
Investigate time allocation by break types.Agent time Spent per Status Report
Analyze Agent's work time chart and time table with totals by status: On Call, After Call Work (ACW), Away and Idle.Softphone Provisioning
Softphone Remote Configuration (Provisioning)
Agents don't need to set up their softphones once the softphone provisioning feature is enabled: softphone desktop app will receive and update its settings automatically on start.Keep Softphone.Pro Settings Hidden from Agents
Administrator can restrict access to settings, so Agents won't be able to view or modify softphone settings. It helps to secure SIP server and avoid inaccurate settings updates.