Call Center Platform
Convergence’s Call Center Platform offers an unmatched combination of advanced PBX and Unified Communications features, low cost of ownership, ease of use, and unbeatable support.
It is designed for simplicity & enhance call management at call centers and contact centers and enables efficiency in the workplace and transform the way business is conducted.
Its features maximize performance, reliability, and expandability.
It provides the functionality your business needs and brings corporate level phone system features to small, medium and large businesses.
Call Center Flow
Offering High Availability single or domain based multi-tenant PBX, carrier grade switch, call center server, fax server, voip server, voicemail server, conference server, voice application server, appliance framework and more.
The platform provides unlimited extensions, voicemail-to-email, music on hold, call parking, call center, call queues, phone provisioning and many other features.
Features & Benefits
Recording
Setup a recording for the auto attendant that provides announcement to callers.
Authentication
Extendable with plugin support. Web interface authentication by default authenticates against the FusionPBX Database. LDAP is one and has also been tested with Microsoft Active Directory and OpenLDAP.
Call Barge / Eavesdrop / Intercept
Listen into an active call from another extension.
Call Block
Block inbound calls by the caller id.
Call Broadcast
Create a recording and select one or more groups to have the system call and play the recording.
Call Detail Records
Various reporting capabilities to see who called, when, call length, export to a csv file, and call detail statistics.
Call Flows (Day Night Mode)
Typically used with day night mode. To direct calls between two destinations. Can work with BLF on phone to show which direction call will be directed to.
Call Forward
Forward to another extension or to any phone number.
Call Monitoring
View which extensions are currently in a call.
Call Pickup
For a particular extension or any extension that is currently ringing.
Call Queuing
Load calls into queues so they can be answered in the order they came into the queue.
Call Recordings
Record all or some calls or parts of the call.
Call Routing
Send the call different directions or perform actions based on reading the caller id info or other call information.
Call Announced Transfer
Transfer the active call to another internal or external call. Also known as a warm transfer.
Call Blind Transfer
Transfer a call like the call was going into a call queue or from an IVR.
Call Transfer
Transfer a call.
Call Waiting
A beep while on a call and to toggle between two different calls.
Caller ID
Support for customization and supporting providers.
Conference
Set up voice and video conference calls, is optionally secure with a PIN number, and can transfer current calls to a conference. Interactive conference control provides ability to see the list of callers in the conference and manage the volume, see who is talking, kick, mute, unmute, deaf, undeaf, profiles and controls. (See Conference)
Configuration
While the admin configures the system in the web interface. The data is saved to the database and can optionally be delivered to FreeSWITCH via XML files, or on demand from the database.
Contacts
Manage your contacts. Import contacts from Outlook CSV files. Export contacts to your cell phone with QR Codes. It is also possible to add additional features like time cards and invoices that can be related to the contacts.
Dialplan Manager
The dialplan is used to setup call destinations based on conditions and context. You can use the dialplan to send calls to gateways, auto attendants, external numbers, to scripts, or any destination.
Dial by Name
Search by first name or last name to find extension numbers on the system.
Device Provisioning
From Advanced > Default Settings you can enable provisioning for devices. Contacts used as Directory for the phones, vendor list and functions can be enabled or disabled. Support for memory, expansion (side cars), and programmable keys. Configure SIP endpoints for Yealink, Polycom, Cisco, Aastra and several other brands.
Do Not Disturb (DND)
Direct calls to voicemail by default however there is an option when using do not disturb to send the call to an alternative destination.
Extensions
Create extensions for phones to register to and an option to receive emails on missed calls.
Extension Summary
Summary of extension activity per domain such as missed calls, answered calls, no answer, inbound duration, outbound duration, number of outbound calls, number of inbound calls and Average length of Conversation (ALOC). The summarized information can be downloaded as a CSV file.
Follow Me
Allows calling multiple extensions or external numbers.
Interconnect
Gateways provide access into other voice networks. These can be voice providers or other systems that require SIP registration.
Hot Desking
A way to login to another phone device and temporarily or permanently become another extension. This is sometimes known as ‘hoteling’ and ‘extension mobility’
Inbound and Outbound Call Routing
Routes used to receive or send calls in or out of FusionPBX
IVR Menus (Auto Attendant)
Create a structured interactive voice prompt for callers to use. Uses FreeSWITCH IVR and delivered from Database on Demand.
Music on Hold
Allows multiple categories of music on hold that can be set globally or per domain. Can inject additional audio on intervals such as ‘Your call is very important to us please stand by’.
Operator Panel
A virtual panel that agents can drag and drop transfer calls. Adjust call state from available, on break, do not disturb and logged out.
Paging
Page another extension with or without password
Parking
Send a call to an unused “park” extension. The caller listens to music on hold until another extension connects to the call.
Recordings
Create and manage personalized recordings.
Ring Groups
Make one extension ring several extensions and an option to receive emails on missed calls.
Scalable and Redundant
Can be configured for multi-master database replication, file replication. FusionPBX, Database, and FreeSWITCH can be distributed across multiple servers for large enterprise scale systems.
Time Conditions
A extension that can be timed to route calls based on domain select, global option, move to other domains, and holiday presets.
User and Group Management
Edit, change or add users of all permission levels.
Voicemail
Has ability to copy voicemails for other voicemail boxes when receiving a voicemail. Additional features include voicemail to email and voicemail IVR. Forward add intro, check box for multi-delete.
Voicemail to Email
Have voicemails sent to email.
WebRTC
Make and receive video calls with a web browser.
