PABX Eugene Kharabash

SCREEN POP

Integration with existing PABX* (requires TAPI** support) SmartVOIX from CellTrack SMARTVOIX vs TAPI * Private Automated Branch Exchange ** Telephony Application Programming Interface

SMARTBOOKER IVR STATISTICS

PSTN Primary Rate ISDN (Integrated Services Digital Network) Basic Rate ISDN POTS (Plain old telephone service) - not recommended VoIP (Voice over Internet Protocol) Supporting SIP and IAX2 protocols Subject to network infrastructure Less reliable than PSTN, consider emergency calls. INCOMING LINE TECH SUPPORT

Two separate LANs (Local Area Networks) cabling Internet connection UPS (Uninterruptable Power Supply) LAN configuration, by customer's IT support COMMON SENSE ADVICE Configuration by customer's Telco Reserve lines for emergency and driver calls. REQUIREMENTS

Plenty of power sockets for PC, monitors, chargers, etc Phones powered over data cable REQUIREMENTS

Intergration with Dispatch Client Software Screen pops Call Recordings are linked to bookings details Dashboard Software for operators for joining and leaving call queue. Intergration with WebAdmin Searchable call and recording history Statistics SMARTVOIX FEATURES

SmartBooker IVR Text to speech General Customisable fleet-specific welcome Default queue Multiple queues High priority driver queue Call holding, call transfer, ring groups SMARTVOIX FEATURES

For returning callers Configurable Falls back to operator Can be disabled per Caller ID Can be disabled per address Call priority in queue TTS (Text To Speech) license Pronunciation editing SMARTBOOKER IVR

SMARTVOIX COMMON PROBLEMS Objectives by priority Reserve lines for emergency calls Free up operators if IVR can do the job Connect caller to operator ASAP, improve service level Get calls through the system ASAP – long announcements and bad IVR cause longer calls and keep lines busy – bad for driver calls and for the customers

SMARTVOIX COMMON PROBLEMS Emergency line reservations Telco places calls to incoming lines based on Telco's configuration. PABX can not control what call rings which line. CellTrack System is not authorised to request Call Centre's (CC) Telco to make changes. Needs to be done by the authorised CC managers. Outside of SmartVOIX scope - Common sense. Reserving outgoing line(s) for General emergency. Use mobile phones? Reserving incoming line(s) for driver support or driver panic calls.

SMARTVOIX COMMON PROBLEMS Unregister from Queue and DND Damage depends on Ring Strategy setting Can be annoying, slow, calls out of order or totally blocked Using DND function has similar results, only quicker Default settings assumes human error - "C'est la vie".

SMARTVOIX COMMON PROBLEMS Long multi-topic announcements What is announcement? Problem: one long announcements instead of several smaller ones. Common announcements Legal requirement to warn caller that call is recorded. Advertising Misc notices Allow to skip over? Is it in the right place?

COMMON PROBLEMS Announcements

One point, one file. Short, clear, concise. Review wording Test COMMON PROBLEMS Announcements

THANK YOU! Questions?