Features Feature Codes Introduction This manual is oriented to know the operation of the telephone switchboard and PBX Integra processes and configuration management. Is orient to resolve all operational functions of a traditional PBX adding administration and management modules with new technologies. Added to the basic functionality, extending a series of quick options and services, integrated into one product, which will enable the management of multiple communication channels with a single centralized device. Basic Functions Pickup Allows calls from other extensions be picked up in the following ways:  *8 Pick up a group call (section) * + XXX Pick up an extension call determined by XXX  External Calls Make calls out (depending on the permissions of the user), permissions are associated to each extension: Make local calls. Make international calls. Make calls to cellular phones. Make internal calls. 9 + number External call (according to internal permissions) *25 or External call with recall possibility Deviations Deviations are possible based on the state of internal or directly based on a specific user requests. *62 Enable deviation when the extension is busy *63 Disable deviation when the extension is busy *64 Enable deviation when the extension is not available *65 Disable deviation when the extension is not available *72 Enable total deviation of the extension. *73 Disable total deviation of the extension. *66 Check voicemail box *67 Erasing all messages in voicemail *88 Activation on demand Call Recording of an extension Deviation can be made: To other extension (ej: 214). To an external number dialing “9 + number” (ej: 94013864). Telephone status Set the phone in certain states if the user does not want to have certain services, or not be bothered. *78 Activate the "do not disturb" mode *79 Deactivate the "do not disturb" mode *91 Activate voicemail *92 Disable voicemail Others Check states or information. *50 Extension Status (Indicates the services are activated) *75 Says my extension number Operative Making a call For external calls you have to type: 9 +4013864 9 +16 Dial all together. Internal calls: Internal calls are made directly, for example: 205 or 207. Note: For IP phones, after dialing can be marked "send" or "#" to send the call. Pick up another extension call * 8. Dialing * 8 pickup calls in the same group. * 100 to lift the extension 100 if is ringing. Simple transfer or Blind Transfer (##) Case: A is talking to B and A wants to transfer the call to extension C, without asking if C wants to take the call. Steps: When A and B are talking, A mark # #, the PBX plays "Transfer" and A digits the extension of C. After A digits the extension number B is transferred to C. B is in communication with the extension C, or listening the ring tone until C answers or not. If C does not answer the call is returned to the source. Transfer with consultation or Attended Transfer (#0)   Case: A is talking to B and A wants to transfer the call to C, consulting if C wants to talk to B.  Steps: When A and B are talking, A dials # 0, the PBX plays "Transfer" and gives a dial tone so that the extension C is dialed. B waits on hold. A dials the extension of C and talk to C. If C wants to take the call, A must hung up so C and B get connected. If C does not want to take the call, A dials * or C Hangs up, this cuts communication between A - C while A keeps talking with B.    Call Parking The PBX has the ability to put up calls. For example: you are talking to A and wants to talk to B but you do not know where B is, you can put up the call from A while B is found, is like letting someone  wait in line for the caller. Procedure to park: When talking with A #3 is dialed. The PBX indicates the position where It’s the call. Example, the PBX says: 701. So, that was the call parked at position 701. Taking a parked call: The position where the call is parked is dialed. In the above example, dial 701 to get the parked call. Conference Room If you want to set up a conference you should use one of the conference rooms of the PBX. The conference rooms are more like an extension with the difference that all internal callers can talk to that entity itself. The rooms are dynamic, are created by marking 555XXX, where XXX is the number of conference. To access a conference room: Call directly to the room: ex dial 555100. Be transferred to the room. To transfer to a room is typed, # # (The PBX says transfer) + 555 + room number. Voicemail Voicemail Notification: Analog phones. The dialing tone when dialing is choppy. IP Phones. It depends on the equipment, but generally is indicated on the screen. You can configure a notification by mail to the mail box, waring that there is a voicemail. You can also attach voice mail. Check the voice mail box: You dial  *66 The PBX asks for the password You can access an account from another telephone dialing: * 66 + number (extension). You can delete all messages in the box typing the * 67, for this is for the voicemail password will be asked and then played an audio query if you want to delete all messages, if so pressing 7 can erase all otherwise the transaction is aborted. Do Not Disturb mode When you are busy and do not want your phone rings you must enter the code * 78. From the moment we do this all calls to your extension will indicate that it is busy. To disable this mode must dial * 79. Call Forwarding Total (unconditional)  For calls to your extension being redirected to another, you must enter * 72 and then type the extension where you want to transfer calls. To disable this function must dial * 73. When busy If desired to redirected calls to one another extension, but only if the first is busy, it must enter * 62 followed by the extension number to which the calls they wish to transfer. To disable this mode you must dial * 63. When not available If you want the calls to be redirected to an extension, but only if the first is not available (when no answer after a while), you must enter * 64 followed by the extension number to which wish to transfer calls. To disable this mode you must dial * 65. Enable and disable voicemail   To enable voicemail on an extension you must enter * 91 to disable it while you must enter * 92. Feature List Feature Description VOICE OMNI Core voice features Voice campaign management YES YES Inbound campaigns  Deliver high-quality voice experiences through all inbound interactions.  YES YES Outbound campaigns  Deliver high-quality voice experiences through all outbound interactions. YES YES Blended campaigns  Deliver high-quality voice experiences through all blended interactions. YES YES Softphone Start and/or pick up calls directly from uContact's native mobile & desktop softphone.  YES YES Multiple campaigns (at once) Be active in more than one campaign at the same time. YES YES Automatic Call Distribution (ACD) Put your business in autopilot using uContact's native ACD software YES YES Intelligent & Priority Routing  Intelligently route incoming calls to the most appropriate agent or department within your company. YES YES Call Queuing  Route callers to the next available agent.  YES YES Virtual Hold (Queue Callbacks)  Allows callers to hung up and receive a call without losing their places in line.  YES YES Call recordings Record & listen to interactions from all available channels. YES YES Screen pop-up Form appears automatically as soon as a call is finished YES YES Wrap-up time Time interval granted to the agent to manage calls after they ended. YES YES Conference calling  Have a three-way conversation –and more!  YES YES Custom breaks Assign different 'break' activities based on the agents' needs.  YES YES After-business hours & Holiday rules Automatic & customizable notification when a call is executed outside campaign/business hours.  YES YES Estimated wait time Callers are notified about the estimated time they have to wait before being attended by an agent YES YES Disposition Management | Category codes Categorize call outcomes (occupied, not connected, blocked/wrong number, abandoned & others).  YES YES Call monitoring  Listen to calls to manage call quality and agent performance.  YES YES Auto-dialers YES YES Predictive Calls multiple numbers at once and connects the calls with the available agent when the client answers.  YES YES Powerdialer Calls the client first but with a more real-time calculation of the overdial.  YES YES Preview Calls the agent first and, based on his availability, amd then transfers the call to the client.  YES YES Progressive Assigns a client to a specific agent and he only interacts with him.  YES YES Reverse Progressive Exclusive configuration of the Progressive dialer, but calls the client first.  YES YES Voice Broadcast (Press-1 campaigns) Mass broadcast of prerecorded voice messages (surveys, notifications, and more). YES YES Answering Machine Detection (AMD) Automatic detection of voice mails & distinction between human and robotic voice. YES YES List mixing  Assign dialers a specific dialing percentage or priority to different lists and maintain high contactability levels. YES YES Automatic list recycling  Select contacts you wish to keep trying to reach and generate a new list that includes them.  YES YES Do-Not-Call Registry (DNCR) list management Create a 'blacklist' and avoid dialing certain contacts YES YES Voice automation YES YES Interactive Voice Response (IVR) Built with text-to-speech technology, allows computers to interact with human callers through voice commands YES YES Text-to-Speech (TTS)* Assistive technology that reads digital text aloud.  YES YES Automatic Speech Recognition  Converts an incoming human-spoken audio into text thanks to acoustic & language models.  YES YES Omnichannel features Unified Inbox  Meet customers in the digital channel of their choice, integrating all touchpoints in the same place.  NO YES Unified Notification Center Receive new interaction notifications from all channels in the same notification bar.  NO YES Transfer interaction (to agents and/or groups). Transfer any interaction from one agent, group or campaign to the other.  NO YES Disposition Management | Category codes Categorize digital interaction outcomes (occupied, not connected, blocked/wrong number, abandoned & others).  NO YES Post-interaction Satisfaction Surveys  Receive customer feedback at the completion of all interactions.  NO YES Omnichannel Interaction Recordings Audio & screen recordings of all digital interactions.  NO YES Bot Automation Automate all digital interactions using uContact's native & customizable Bots.  NO YES WhatsApp Business NO YES Official WhatsApp Business Provider Integration* Officially integrated to several Facebook-certified WhatsApp Business providers (Gupshup, Infobip, Wavy & more). NO YES Inbound WhatsApp Business Campaigns Receive & answer interactions directly from uContact, just as you would from the app.  NO YES Pre-Approved Templates for Outbound Campaigns Use WhatsApp Business-approved templates in your outbound campaigns NO YES Facebook & Facebook Messenger NO YES Facebook wall & posts Receive & handle notifications each time the company has been mentioned in a comment/post.  NO YES Facebook Messenger Receive & answer direct messages from your Facebook page directly from uContact NO YES WebChat NO YES Audio calls with WebRTC Start and/or answer audio calls directly from your website using Web RTC technology.  NO YES Video calls with WebRTC Start and/or answer HD video calls directly from your website using Web RTC technology.  NO YES Share screen Share your screen directly from the WebChat.  NO YES Request screen Request your client's screen.  NO YES Email NO YES Bulk & One-to-One email campaigns Send emails to one or multiple recipients at one time.  NO YES Send & receive attachments Send & receive files securely with File Transfer Protocol (FTP). NO YES Customizable email templates Use one of uContact's email templates or easily create/design your own. NO YES SMS & MMS NO YES Bulk & One-to-One SMS campaigns Send SMS campaigns to one or multiple recipients.  NO YES Multimedia Messaging Service (MMS) Send multimedia messages to one or multiple recipients.  NO YES Low-code Development Tools Workflow Designer Build your own workflows with uContact’s low-code programming workflow designer. YES YES Report Creator & Designer Use a standard data capturing form, integrate your own CRM, or build your own forms from scratch. YES YES Data-capturing Form Designer Use one of uContact’s +200 available reports or use our low-code report designer to create your own. YES YES Workforce Management Omnichannel Recordings Record interactions from all digital channels.  NO YES Call Recordings Record inbound and/or outbound calls.  NO YES Screen Recordings ** HD screen recordings NO YES Agent Coaching (Spy, Whisper & Real-Time feedback) Listen to your agent's conversations in real-time and whisper feedback in real-time. NO YES Satisfaction Surveys Receive customer feedback at the completion of all interactions. NO YES Reporting & Analytics Real-Time Dashboards Omnichannel & real-time monitoring of daily performance. YES YES Historical Reporting Generate & access reports with information from the first day using uContact YES YES Graphical Alerts Receive graphic & automatic alerts whenever something happens in your Contact Center.  YES YES Omnichannel Reports Report generation of statistics from all integrated channels.  YES YES Standard & Customizable Reports Use one of uContact's +300 preset reports or tailor-make your own.  YES YES Schedule Reports Schedule report generation for a date and time of your convenience.  YES YES Real-Time Supervision Be aware of what's happening in your Contact Center at all times and in real-time.  YES YES Survey Reports Report the answers of the satisfaction surveys sent.  YES YES Report Export (PDF, XLS, CSV).  Export reports in the format of your choice.  YES YES Gamification Daily Customizable Games & Challenges Set daily goals and challenges to keep motivation levels up. NO YES Objectives by agent, group and/or area Set objectives to your agents, groups and departments in your Contact Center.  NO YES Rewards & Recognitions Give badges, rewards and/or monthly recognitions to your top-performing agents or groups.  NO YES Avatars Each agent or supervisor has its own customizable avatar.  NO YES Rankings Real-time ranking of your agents according to their performance in games and challenges.  NO YES Security & Quality Monitoring Quality Monitoring  Formally score, evaluate & report in agent calls to measure success. YES YES Standard COPC Instrument to measure performance and quality of all interactions.  YES YES Encryption All interactions are end-to-end encrypted to avoid unauthorized access to our clients' data.  YES YES Permissions per user-type Each license has access to specific features and permissions.  YES YES General | Technical Features CRM Lite Powerful CRM system (native or integrated) for successful campaign management.  YES YES 100% Browser-based Access uContact directly from a browser, no app download or plug-in install needed.  YES YES Home Agents Thanks to its Web RTC technology, agents can access uContact anywhere.  YES YES Customizable Breaks | Status Agents can change their status activity in real-time.  YES YES Multiple Languages English, Spanish, Portuguese & Italian.  YES YES