UCM IP PBX - Call Center Enhancement - Grandstream

UCM IP PBX - Call Center Enhancement Anchoring Communication

An organization utilizing an advanced unified communications platform experiences greater productivity and smoother business operations. Grandstream’s UCM IP PBX delivers a total organizational communications solution, and we strive to keep making it better. Our upcoming UCM enhancement not only delivers a sleek redesigned user-friendly interface, but also powerful call center enhancements, feature improvements, call statistics, call queue upgrades, and much more.

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Call Center Solution

With our latest enhancement, the UCM IP PBX series comes equipped to deliver an immersive call center experience to any organization. These features can be easily accessed and managed through the UCM’s web UI, and new call queues can quickly be added and edited through the Call Queue menu. In addition to basic queue functions, the Call Queue menu offers productive focused features such as a virtual queue, position announcements, switchboard, and call queue statistics.

Virtual Queue

Callers are able to maintain their spot in queue without having to be on the line when the virtual queue is enabled on the UCM. When active and selected, a caller can set a callback number and reserve his or her spot in queue. After this, the caller is able to hang-up and wait for his or her turn in queue. From the organization’s side, admins are able to set how long it takes for a caller to be offered the virtual queue option or if it can be initiated by the caller pressing a specified button.

Position Announcement

Admins of the UCM can now enable position announcements for callers. This functionality will alert callers of their position in queue, and can be set to happen at certain intervals of time.

VIRTUAL

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UCM IP PBX Release 1.0.14.21

Switch Board

The Switchboard is an interface that allows administrators to monitor and track the status of individual extensions and control incoming and ongoing calls in the queue. Admins are able to access a variety of queue control functionality and efficiency tools such as hanging up, transferring, barging, and inserting calls. There are three different privilege levels that can be assigned to users by the UCM admin.

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Super Admin This is the default admin of the UCM. Call queue priviledges include being able to view and edit all queue agents, monitor and execute actions for incoming and ongoing calls for each extension in the switchboard, and generate call queue reports in order to track agent performance.

Queue Chairman These users can monitor and manage assigned queue extensions through the switchboard. A Queue Chairmen can log into the UCM portal with his or her number and assigned password. After this, they have full queue control over their assigned queue extension. Queue Agent These users are appointed by the Super Admin to only be a member of a specified queue extension. Agents are able to log into the UCM user portal and access the switchboard, however they can only view and manager their own calls and statistics.

Maximum Static Agents

In order to guarantee an acceptable level of audio performance when the call queue is used on the UCM, each UCM is limited to a maximum number of static agents for each model. When a user attempts to configure a number of agents that is more than the maximum allowed, a warning message will appear.

UCM Model

Max Static Agents in Call Queue

UCM6102 UCM6202

18

UCM6104 UCM6204

27

UCM6108 UCM6116

36

UCM6208

60

UCM6510

120



Auto-Fill Call Queue

Callers will now experience quicker call times, and agents will experience greater queue efficiency, with the new auto-fill call queue feature. Traditionally, the call queue used to be emptied one call at a time, where the next caller would not be passed to the next available agent until the caller ahead of them established a connection with an available agent. Now, the call queue will continue to connect callers with available agents until there are no more available agents. Callers will not have to wait for the caller ahead of them to be connected to an agent prior to getting connected themselves.

Call Queue Statistics

Call queue statistics provide key and valuable performance tracking statistics for call center administrators. The tracking system monitors and compiles information into systemgenerated reports which Super Admins, Queue Chairmen, and Queue Agents can access. In order to generate a support, select the desired date range, queue groups and agents. Next, select the desired information to have generated. Users are able to choose between the following variables to be reported on. Received Number of calls received Answered Number of calls answered Unanswered Number of calls unanswered and rejected Transferred Number of calls transferred %Answ Percentage of received calls that were answered %Unansw Percentage of received calls that were unanswered %Trans Percentage of received calls that were transferred Login Number of dynamic agent logins Logoff Number of dynamic agent logoffs Avg Talk Average amount of time spent in calls Avg Wait Average amount of time callers are placed on hold Queues Specific queue extension groups Agents Specific agents Hour Specific hours of activity (24 hour format) Day Specific days of activity Week Specific weeks of activity Month Specific months of activity Agent Unanswered Number of calls rejected or not answered by agents Usr Unanswered Number of calls unanswered or rejected by callers during callback Abandoned Number of calls user abandoned %Abandon Percentage of received calls that were abandoned


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SIP Presence

By utilizing the multi-purpose keys of IP Phones, users can monitor the service status of assigned extensions when SIP Presence is enabled. To enable SIP Presence, first ensure that it is configured for your desired multi-purpose keys on your IP Phone. Once enabled, the desired IP phone’s programmable key will either be lit green or turned off depending on the status of the assigned extension. Green: Available, Away, or Custom Presence Status Off: Unavailable, Chat, Do Not Disturb Please note that devices from different vendors might have different LED lighting for this feature. An extension’s SIP Presence status can be edited via the UCM’s web user interface. Both call forward and do not disturb settings can be modified to fit various SIP Presences. Users can set conditions for uncondional, no answer, and busy call forwards for the Available, Away, Chat, Custom Presence Status, and Unavailable presence statuses. Do not disturb settings can be enabled from here, along with a time conditions and whitelist that can be edited. Lastly, users of IP Phones are able to set their own presence status by dialing select feature codes. By default, the feature code is *48. The UCM admin is able to enable, disable, and edit this feature code via the Feature Codes menu within the UCM’s web user interface. GRANDSTREAM

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Restoring Blind Transfer

By default, when a call that is blind transferred times-out it is dropped. Now, it is possible to have timed-out blind transfers be restored back to the original extension. Admins of the UCM can designate how long it takes for a blind transfer to timeout and the call be returned to the original extension. If the extension the caller is transferred to rejects the call, the caller is also then directed back to the original extension.

Automated File Cleanup

Recordings that are made on external storage devices, such as USB flash drives and SD cards, can now be cleaned automatically. The UCM admin first sets a threshold percentage for an external device. Once that threshold is met, all files on that devices will be automatically cleaned to make room for future files. It is also possible to select which UCM-related files are to be deleted. UCM admins are also able to configure an automated email to be sent once the storage device reaches a given threshold.



Wakeup Service

The UCM supports a wakeup service through the UCM web portal where assigned users will be able to create a wakeup call for specific extensions. Users can be assigned the privilege to access the wakeup service portal by the UCM admin. Once provided access, a user can schedule the date and time of wakeup calls for specific extensions within the network.

Fail2Ban Login Attack Defense UCM6202 Login

The UCM already defends against hostile SIP messages, and now it can be configured to defend against login attacks. Excessive login attempts will now ban the IP address from accessing the UCM web UI. Admins are able to configure how many retries an IP gets, the ban duration, maximum retry duration, and a Fail2Ban whitelist.

DAHDI Settings GRANDSTREAM


Within the interface settings of the UCM portal, users can configure the DAHDI settings if they encounter an audio delays in analog trunks. Normally, DAHDI settings should be kept at its default value. Users should only adjust these values when encountering delays with analog trunks and faxes.
