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Call handling

talkbase supports operators in their daily work with numerous useful functions. talkbase offers all the essential features of a modern attendant console, as well as numerous functions for answering and forwarding calls. All functions have been developed in close cooperation with operators. The result: a powerful, web-based and easy-to-learn attendant solution.

Main Numbers

talkbase supports partitions for several main numbers and offers larger organizations the option of adapting their incoming lines as required. Calls to the different main numbers are color-coded for better visual differentiation. This unique color coding is used throughout. To ensure a smooth process, you have the option of prioritizing calls to specific main numbers. This means you will never miss a business-critical call again and ensure your customers get the attention they deserve.

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Operator Groups

In talkbase, system administrators can define up to six attendant groups per main telephone number. Each group is regarded as a separate unit. If all members of a particular group are busy or on hold, calls are forwarded to the next attendant group. Predefined overflow criteria for each group guarantee smooth call handling across all groups and queues and a smooth transition when limits are reached. Thanks to specific user roles for several attendant groups and main numbers, skill-based routing is also possible.

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Automated Call Distribution

Incoming calls are automatically forwarded to the predefined switchboard operators. However, call distribution is complex. Numerous important factors play a role:

 

  • Dialed main number and priority
  • Opening hours and assigned forwarding targets
  • Structure of the operator groups
  • Operator availability
  • Call allocation process
  • Overflow situations and targets

Main numbers and attendant groups play a key role in determining automatic call allocation and have a decisive influence on call routing. Before routing and forwarding the calls, talkbase first determines the opening times and other criteria defined for the console based on the predefined call allocation method (parallel ringing or longest idle time). If no operator is found and no allocation is possible, the call is placed in the queue.

Answering calls

Incoming calls are displayed in the operator interface and can be answered on the touchscreen, via hotkey or with a click.

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Calling Queue and Call Picking

In talkbase, the call queue is also displayed visually, showing the call status, the associated main number and the caller’s number as well as the waiting time. This visual input plays a decisive role with regard to the availability and service quality of your operators.

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Calls with the highest priority, which have been in the queue the longest, are allocated first. However, each operator can also decide for himself whether he prefers to accept specific calls, even if he is on hold, on a break or busy with another call at the same time. Calls that have been dialed are automatically put on hold.

Automatic call identification

When an incoming call is received, talkbase automatically searches for a suitable entry in its directories. If such an entry is available, the information about the caller is highlighted visually and is therefore immediately visible to the operators.

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Initiating calls

Dial a phone number directly from the search results of your directory by selecting a phone number in the pop-up window. Configurable hotkeys allow calls to be triggered quickly and save valuable time.

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Direct dialing

If the search in the directory is unsuccessful, operators can also initiate calls via direct dialing.

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Consult calls and blind transfers

talkbase supports transfers with and without pre-registration at the click of a mouse. If a transferred call with pre-registration is not answered, it can be converted into a call without pre-registration. This allows operators to remain very flexible.

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Holding Calls

Operators often use this function, for example, they put calls that have already been answered on hold in order to answer new calls. If no other calls are on hold at the same time, the call details are displayed with a “Hold” icon on the user interface.

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Held calls are also listed in the queue of the corresponding operator. Other operators do not see these calls. The call type and the corresponding main number are highlighted. Held calls can be picked up again at any time.

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Parking Calls

“Parking calls” works similarly to “Holding calls”, but parked calls are also visible to other operators. This supports cross-team collaboration, as other operators can pick up the parked call if required. Parked calls do not trigger a busy status for the operators, and further calls can be assigned to them.

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Toggling between caller and callee

When toggling between caller and callee, talkbase manages the relationship between the three parties involved: the caller, the callee and the operator. In order to help our operators manage the toggling of calls, we built a special user interface to stay on top of the game.

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Switching back and forth between callee and caller has never been easier with our toggling button.

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Recall on “No answer”

If a forwarded call is not answered within the specified time, it is automatically returned to the operator.

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