ICT CONTACT FEATURES

General

• Multiple campaign types to address different scenarios
• Differing dialing technologies supported
• Inbound , Outbound and API integerated Dynamic Call Center
• Campaign and call Scheduling
• Multi tenant and white label branding
• AMD, local DNC and Global DNC filtering support
• Disclaimer / Opt-out / Unsubscribe IVR (Add to DNC)
• CRM Integration
• AI & Business Automation
• Social media integration

Omnichannel communication:

• contact center features
• whatsapp chat support
• chat messaging support
• agent & whatsapp communication permissions for tenant
• upload document and videos support in whatsapp and messaging chat

Collaboration:

• agent to agent collaboration/communication
• agent group chat support
• Add event calender support
• create projects
• project progress support (in progress, done .e.t.c)
• Task automations
• Builtin crm integration

CRM Operations:

• Leads group module
• add leads
• leads management
• Contact center support
• sales automations
• sales tracking through invoices
• quotes module
• Company module
• product sales automation

Voice Communications

IVR STUDIO

• IVR Studio to design custom IVR using drag and drop tools
• Multibranch IVR Designs
• Custom tokens support
• TTS , AMD and DNC support
• DTMF, Time condition and Menu support

Integration Campaign

• 3rd party API integration
• Trigger on user response
• Push call results

IVR Campaign

• IVR Studio with drag n drop support
• Inbound and Outbound Campaigns
• Remote party API
• Conditional Flow
• Customize TTS Message (Using Contact Tokens)
• Multiple TTS Engines are supported
• Festival
• Swift (Cepstral Voice)
• Google TTS
• LumenVox TTS

Dialing Methods / Technologies

• Interactive or Press one campaign
• Power dialing
• Preview dialing
• Progressive dialing
• Call Queues / Skill groups for Automatic Call Distribution
• Callback/remote extensions i.e extension forwarding (external queues)
• Configure a dialing pace for external extensions/queues

Channel Throttling

• User or per campaign based channel control
• Channel allocation to the user according to account balance
• Up/Down arrows to control campaign channels in real-time
• Concurrent channels and CPS limit for trunks
• Overall and per node channel limits

Private Branch Exchange (PBX)

• Inbound DIDs
• Inbound and Outbound Trunks
• LCR routes, prefixes
• Prepaid style billing for outbound calls
• Outbound and Internal calling for an extension
• Forwarding inbound calls to extensions
• Inbound or internal calls can be forwarded to the following application.
• IVR
• Recordings Studio
• Add to DNC list
• Forward to extension

Interactive Voice Response

• IVR branching based on user input or status of the last application
• Common call application like Answer and Hangup
• Applications to play recordings or get user input
• Answering Machine Detection, and add to don’t call list application
• Variable, and time-based conditions
• Applications to spell out or pronounce date, time, and digits
• Text to Speech application with custom fields/tokens
• Application to transfer the call or start recording
• DTMF and Delay support to traverse through remove IVR menus
• CallerID related applications
• Integration application to invoke third-party APIs

Law Compliance

• Global and user-specific DNC Lists
• Time restrictions
• CallerID enforcement
• Campaign scheduling
• Enforced Disclaimer, Opt-out, Unsubscribe option or Do Not Call Safe Harbor
• Call recording
• Channel Throttling or Dialing predicatively for FTC compliance

Accessibility

• Quick campaign launch, i.e one-page campaign
• Reusable resources i.e campaign, recordings, IVR designs, and other types of messages
• Record voice messages over phone call
• Dynamic report base on date range
• Search and data filtration, and sorting options

Bulk Operations

• Import / Export Contacts using XLS or CSV
• Export Campaign results
• Export CDRs
• Custom CSV import support
• Import / Export Routes / Rates using CSV

Contact Management

• Unified contacts
• Custom Contact Fields
• Option to introduce additional/extra contact fields
• Dedicated fields to hold contact status and disposition
• Retry/Reattempt failed campaign contacts
• Use Secondary and Territory contact as alternative on retries
• Schedule and expiry features for campaign contacts
• Contact Group / Multiple Group support
• Generate new contact groups or launch new campaigns from existing campaign results
• Duplicate contact filtration
• Import / export Contacts using CSV
• Custom CSV files are supported

Feed from External Data Sources

• Link contact groups to external databases
• Fetch updated contacts in real-time

CNAM, HLR Lookup

• HLR Lookup to fetch extra contact information
• Contact filtration based on CNAM / HLR data

Message / Media Management

• Survey Designer
• IVR Designer
• Appointment Message Designer
• IVR/Call based Recording studio
• GUI based recording management
• Create recording from texts.
• Option to play and download recordings
• Create Email templates using HTML
• Customize SMS and email templates via tokens
• Multiple Quality options for Fax
• Option to view and download the fax documents.

Live Monitoring

• Live Campaign progress
• Active call list
• Queue and Agent Statistics
• System statistics

Reports

• Summary and detail reports for campaigns
• Complete log of call activity
• Report filtration options like success, failed, and failure reason
• Billing / CDR Reports
• Separate report for each type of campaign
• Print or Export reports to CSV files
• Client input / DTMF logging and reporting
• Call Recordings and media reports
• Generate custom report using date range

Integrations

• WHMCS licensing integrated module
• Rest APIs for Contact and Campaigns Management
• Rest APIs for Provisioning and user management
• Rest APIs for User System Management
• Push Call Status
• 3rd party SOAP and REST APIs integration in IVR
• Integration campaign
• JWT Token or username/password based authentication for APIs

Call Center

• Inbound / Outbound Dialing
• Agent panel / dashboard
• Live agents and Agent presence
• WebRTC based Web phone
• Agent scripts / Dialogue
• Remote CallerID for agents
• CRM Integration / Call Popup
• Attended and blind call transfer
• Live statistics for agents and queues
• Agent Supervision, listen or barge into live calls
• Call recordings
• Call Queues / Skill groups and Music on hold
• Agent performance reports
• Agent Evaluation
• Automated call flagging
• Evaluation forms
• Agent Evaluation reports

Campaign Management

• Multiple campaign support
• Quick campaign launch, i.e one-page campaign
• Custom CallerID, or Anonymous CallerID support for each campaign
• Pause / Resume or forcefully complete a campaign
• Weekly or Monthly schedule support for campaigns
• Live campaign progress monitoring, and real-time channel control
• Option to re-launch an already completed campaign
• Support to launch new campaign straight from the filtered result of the existing campaign

Agent Operations

• Presence setting for the agent can select a reason for the break
• Option to Leave/Join a specific campaign
• Basic phone functionality like, answer, hold, and hangup calls
• CallerID and Contact related information on the screen
• Fetch and display contact data from an external source via popup
• Ability to transfer calls with customer data
• Activate call recording
• Dynamically generated script to read for agents
• WrapUp time between calls to update client status
• Click to Dial from Contact List
• Manual outbound dialing
• Power dialing modes
• Progressive Dialing
• Preview Dialing

Call Operations

• Basic phone functionality like, answer, hold, and hangup calls
• Ability to transfer calls to the supervisor or other agents
• Activate/Deactivate Call recording using DTMF
• Automated Interactions to assist agents during live calls
• Drop/play recordings for the client
• Redirect the client to Agent Rating application
• Redirect the client to IVR
• Redirect to appointment confirmation
• Call Disposition
• Contact update
• Status update
• Reschedule Callback

Call Center Supervision

• Force a Call to hangup
• Call Spying, Whisper, and Barge options
• Live Agent Monitoring
• Agent statistics
• Force logout agents

Performance and Scalability

• Scalable to thousands of concurrent channels
• Database Load balancing to address heavy load
• Table partitioning to address large data sets
• Campaign Load balancing for Voice traffic

Internationalization

• Multi Language interface
• User specific timezone
• Unicode support
• Ready for international A-Z routing / Dialing

Security

• Comprehensive permission and role management
• Protection against DDoS and Brute-force attacks
• Built-in Firewall
• Best Security practices

MultiTenant Support

• User Resource isolation
• Authorized access to user data
• Dialplan isolation, the extension can’t be accessed by other tenants
• DID assignment to users

Administration

• User management
• User Credit and Payments
• Login as user option for admins
• Enforce concurrent channel limit on users
• Create dedicated or shared trunks for users
• Create queues and extensions for users
• Enforce specific CallerID or limit the user to only assigned DIDs
• Day / Time-slot restriction on per user basis

ITSP Features

• MultiTenant Support
• Prepaid Billing
• Rate and Routing support
• OCN based routing for ported numbers
• Multiple rate plans
• Comprehensive permission and role management
• Quota allocation for extensions, free minutes, etc…
• Packages and subscription system
• Enable/disable Feature, Resources accordingly to packages/roles
• Payment history and CDR Reports

Backend Technologies

• Asterisk, Kannel, and Sendmail as communication gateways
• Corosync, Pacemaker, and RabbitMQ for fail-over and load-balancing
• Monit, Collectd or TeleGraf for system monitoring
• Linux (CentOs 7), Apache, MySQL, and PHP

Supported Protocols

• E1/T1 and PSTN via TDM cards
• SIP, IAX and T.38 for voice and fax communication
• SMPP, SMTP, XMPP, and Jabber protocols for SMS, Email, and Instant Messaging
• WSS/Web-sockets, WebRTC for Web-based agents
• REST and SOAP for the API interface

Ownership

• On-premises setup
• Lifetime licensing
• Own termination SIP or PSTN, E1/T1 or other
• Open Source (with few compiled files)
• White label / Branding

Customization

• System settings to customize various system aspects
• Admin can set system limits and defaults
• Campaign defaults are configurable, which also can be overridden by users
• Extension and Feature code added into the configuration, also new feature code created to toggle agent status

Personalization and Globalization

• User has seperate web portal to manage his data and campaigns
• User is able to choice his country, language and timezone
• Mulltiple theme support and theme selection support for users

Support

• Free installation
• Free initial support
• Live chat, Email and Phone based support
• Easy to upgrade or get security fixes
• User and Admin guides
• On demand and yearly support packages
• Customization and Development support
• Free bug fix and security updates

Licensing

• Unlimited users
• Unlimited extensions / agents
• Unlimited campaigns
• Unlimited contacts and calls
• Lifetime License
• License up-gradation by paying only the difference