Options

While not directly related to the operator’s GUI, many background settings are not relevant for the proper functioning of the system. On this page, you can find some of the many configuration options that make talkbase a very powerful, yet clearly structured tool.

Notifications and music

talkbase can be configured to play different WAV files for calls in the queue. These settings are defined individually by the administrator for each main number. For an incoming call, talkbase first plays the announcement, followed by music, which is interrupted in preconfigured intervals for playing any notifications, if desired. All of these sounds are interrupted immediately when an operator answers the call.

Music on hold

In addition, the administrator can upload a WAV file for each main number. This is played as music while calls to that main number are being held.

Main number opening hours

The daily opening hours are defined globally for each main number. Outside the morning and afternoon opening hours, incoming calls are transferred to midday or night targets. If there are too many calls during operating hours and the queue fills up, it is possible to redirect the calls to the overflow targets. Telephone numbers or WAV files can be defined for this purpose.

Forwarding rules for holidays

talkbase also takes into account special opening hours, for example on public holidays or during company holidays. These special rules are defined by the administrator and override the normal opening hours.

Pause function for operators

The pause function can be used to interrupt the assignment of calls to an operator. While the pause function is activated, operators have the option of accepting calls from the waiting loop. This is also reflected in the status displays throughout the talkbase system and is taken into account in the operator statistics.

Customizable key shortcuts

Hotkeys can be defined for all frequently used operator functions. If configured correctly, these prevent excessive use of the mouse and help to reduce call processing time. Configurable hotkeys are also available for dialing or transferring without prior registration to special telephone numbers from the directory entries, e.g. mobile number, private number, etc.

User management based on Active Directory

Manage your talkbase users in Active Directory. This allows you to keep track of the talkbase logins and roles. Simply assign Active Directory users to one or more Active Directory talkbase groups and grant the authorizations for the various talkbase roles. The following groups are available: Admin, Super Operator, Operator, and User.

Multilingual (English and German)

talkbase is automatically displayed in the browser language; English and German are currently supported. The automatically recognized language can be overridden in the user profile.

Single sign-on with Active Directory

Are you tired of the constant authentication procedures? talkbase understands this. Switch on the integrated single sign-on function for your talkbase installation so that your users can access talkbase without having to log in again.

Automatic login

Even without single sign-on, talkbase can remember the last logged-in users. Check the “Automatic login” box on the login screen to activate this function. Afterward, no additional login is necessary. Note: This only works if cookies are enabled.

WebRTC

WebRTC (Real-Time Communications) turns your browser into a telephone. Access talkbase from anywhere: in the office, at home, on your computer or tablet. All you need is a browser and a headset, no client installation is required.

Personal logbook

An operator’s last 100 calls can be called up in their personal logbook area, with information such as the date and time of the call, caller identification and, if applicable, forwarding destination. Operators can use the logbook to call back after a missed call or to further process the caller’s inquiries.

Modify call forwarding settings of users

Depending on the talkbase version, operators have the option of changing the user’s redirection information. They simply edit the information in the corresponding field and enter a new target for the user client, or delete the redirection target.

Template-based notifications by e-mail

Super operators can individually configure templates for e-mail messages, for example a request for a callback. This means that the same email texts do not always have to be entered. It is also possible to insert context-sensitive placeholders, which are then replaced by the corresponding texts.

The email icon is available in the logbook and also in the search results; operators use it to select the desired predefined template. The template then opens in the Outlook client and the placeholders are replaced with values from the current context.