CALL
CENTRE
SOLUTION
The KX-TDE600 IP PBX comes with built-in sophisticated Call Centre solutions flexible enough for most customer needs - allowing busi- nesses to efficiently route customer calls to appropriate departments, helpdesks or sales teams.
Packed with Call Centre Features
Whatever the size of your company, efficient and courte- ous handling of telephone calls is a major factor in a successful business. Panasonic provides multiple solutions for medium to large Call Centres, to help control and make use of high volume calls. The following call centre features are integrated into the PBX and can be expanded to suit more sophisticated call centres in combination with CTI software solutions available in the market:
•Intelligent and Automatic Call Routing
•Flexible Routing to distribution groups
•VIP call routing
•Automated Attendant
•Call Queue with waiting message
•Walking Extensions ('Hot Desking')
•Supervisor call queue monitoring
Agent Features
The system supports extensive standard call centre agent features. Agents can work more efficiently using the following built-in features to help increase agent productivity as well as overall business productivity:
•Log-in/Log-out (Specific ICD Group, or All Groups)
•Automatic Log-out
•Wrap-up (Incoming / Outgoing calls)
•Hot Desking / Walking Extensions for Virtual Extensions
•Account Code (Qualify Code)
Call Distribution
The KX-TDE600 IP PBX supports Incoming Call Distribu- tion (ICD) Groups - the basic building blocks to imple- ment Call Centre functionality. Incoming calls received by an ICD group can be distributed to Call Centre agents using supported call distribution methods and when a pre programmed number of agents in the group are busy, additional incoming calls can be put in a queue. Agents can also be assigned to multiple ICD groups - allowing for a smaller number of agents to handle calls in multiple ICD groups in order to operate a flexible call centre. The system provides four standard call distribution methods. Further, it even allows prioritising incoming call distribu- tion groups for added flexibility. These distribution meth- ods are:
•Longest Idle Extension
•Uniform Call Distribution (UCD)
•Priority Hunting
•Ring
