IP telephony in Kazan

Voicemail

Another important point for improving the functionality of your company's telephone system is the use of voice mail. Voice mail records all incoming calls, even if the called subscriber is currently unavailable or unable to answer. The service plays a recorded greeting and offers to leave a message that the subscriber can listen to at a convenient time.

If voice mail and IVR work in tandem, it is possible to process calls received at a time when there was no opportunity to answer the call (non-working hours, the subscriber is busy, the subscriber is not at home, etc.). The Asterisk service will inform you about the reason why it is impossible to accept the call right now and will forward it to voicemail, for example: "Hello! Welcome to TechnoSystemService. We are unable to answer you now, you have called outside of business hours. We work Monday through Friday from 8:00 to 20:00. Leave your message after the sound signal, and we will definitely call you back. Thank you for your call!".

To listen to incoming messages, which will end up in the so-called Mailbox, you must enter the extension number or press the indicator button on your phone (it automatically lights up when a message comes in). After connecting to the service and authenticating, you will be able to log into your mail, which can be managed using the voice menu. The advantages of this system are that it works around the clock and has no restrictions on the number of incoming calls or subscribers

Call Routing

Asterisk is responsible for distributing incoming and outgoing calls and accessing corporate telephone system services. Call processing is affected by factors such as time, requested services, subscriber availability, etc. The router's function is to regulate calls and reduce the waiting time for incoming calls.

The Asterisk number base allows you to create routing rules:

1. Your organization's policy should resolve the issue of the possibility of long-distance and international communications.
2. First of all, incoming calls from your client are sent to the customer service department and processed by the CRM system (Customer Relationship Management - software for organizations designed to automate customer interaction strategies).
3. If for some reason an employee is currently absent from work, an incoming call can be forwarded to his mobile phone.
4. The channels through which outgoing calls are made directly depend on the tariff plan and the cost of the call.
5. Calls received outside working hours are automatically forwarded to voicemail or the employee on duty.

Recording of negotiations

The system for recording and listening to conversations on the Asterisk IP PBX certainly has a number of advantages:

1. Reducing the company's expenses on telephone calls by 50% on average.
2. Improving the quality of employee work: which, in the long term, has a positive effect on the company's work as a whole.
3. The ability to evaluate telephone conversations: analyzing errors and honing the level of effective telephone calls.
4. Recording telephone conversations in order to prevent or resolve conflict situations, monitoring the execution of orders by your company's employees.
5. Protecting your business from information leakage.
6. Ease of saving and searching for the necessary information: you can always find what you need by listening to the message again.

The last point is related to the ability to store a large amount of information and a system of convenient navigation through this database, as well as the ability to establish a protection system for existing records. In addition, the service must have the ability to connect to all telephone communication channels and record them around the clock with a real-time listening function

Integration with CRM

Multifunctional CRM systems are a productive marketing tool that allows you to optimize the process of working with electronic materials, automate customer calls and SMS mailings. The CRM system performs important functions for working with clients. It is responsible for the following tasks:

1. Keeps records of people, preliminary contacts and organizations.
2. Synchronizes the general company calendar.
3. Records customer requests, events and orders.
4. Responsible for storing documents, knowledge base.
5. Works with e-mail and e-mail newsletters

Call queues

Improving the quality of customer service in a company is associated with such a category as a call queue. Regulating the number of incoming calls, properly distributing them between working operators and reducing waiting time is one of the important functions of a corporate telephone system. Call queues are necessary for the effective work of sales departments, call centers, online stores, dispatch services, etc. The function allows you to improve the efficiency of employees, increase the number of processed incoming calls, and minimize the number of unanswered calls

Conference call

The Asterisk service also helps in organizing conference calls, which can be useful in situations where callers are in geographically different locations (for example, in different cities) or in different offices of the same company. Conference calls are a convenient system that allows you to connect calls from different locations into one. To participate in a teleconference, you need to call a specific extension number where the service is located and enter your conference number

Callback

The system of the service operation looks like this: the IP PBX Asterisk server and the GSM gateway are installed, through which the calls are routed. SIM cards of various telecom operators with the tariff plans selected by the company are sewn into the GSM gateway in advance. After this manipulation, the GSM gateway becomes a standard mobile subscriber for the GSM network. How the service works: an incoming call from a mobile phone comes to the GSM gateway, the system recognizes the incoming number, and then interrupts the call. The reset automatically starts an outgoing call to the same number, determining the most favorable tariff in the GSM gateway for this call. Using an internal number or an access code to city lines, the caller can be connected to the person he needs or connect to any city number at inter-network or corporate rates. The incoming number can be determined by the system automatically (the so-called administrative callback) or requested (the subscriber indicates his number or the number to call, and then he receives a call) - this depends on the settings of each specific provider. The service has one important advantage: minimizing the costs of the company's telephone calls, unifying them into a single corporate account.

The convenience of the service also lies in the fact that it itself sets the optimal settings, depending on the situation, it is quite easy to integrate into an existing office PBX, an infinite number of outgoing calls can be made simultaneously, which is impossible with a regular outgoing call.

Also, within the Asterisk IP PBX, there is a certain set of variations, since each specific connection will be established by the secretary with a specific subscriber, if he is not there or does not answer, the call will be transferred to the voice mailbox

Call accounting

Every company working with telephone calls should have a certain call accounting system (information about callers, call duration, etc.), allowing to effectively distribute funds for corporate telephony and analyze the efficiency of the telephone system. Statistics are available in the standard CDR format, which allows using Excel for its processing. You can store in MySQL or send CDR records to a RADIUS server