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Digital Switching
Call Linx is front-ended by VMS4500, a Call Center Switch
that offers full feature voice mail. The equipment accepts telephone calls
from the telephone network, using digital DS-1 (T-1), or analog DID
(Direct-Inward-Dial) interface. Inbound calls are routed by automatic
call distribution (ACD) to the appropriate agent stations, local or remote.
The switch can be used as a virtual TAS system without any human
intervention.
It also allows subscribers to "monitor" calls to their own accounts.
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Linux Advantage
Call Linx comes with Linux Operating system stability and
reliability. There is no licensing fee for Linux or Linux-based
software. Linux has strong network capabilities and can provide
firewall securities in web services.
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Mouse Navigation
Call Linx is designed to accommodate mouse navigation. All system
functions and information access buttons are clearly labeled and
well organized in every window. Only one mouse click is required for
most call processing functions, e.g. call patching, call swapping.
There is no hotkeys to memorize, although hotkey access is functional in
the "call answer" and "message zone" windows. Agent
training is therefore a simple process, and administrative
programming is easy to master.
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Remote/Satellite Site Stations
Agent stations can be remotely located and yet be networked together to the
local database server to function as off-premises sites. Communication traffic
between the local server and the off-premise stations is kept to the minimum,
for processing speed, flexibility and reliability. This approach has the advantage
that any momentary interruption on the internet connection will not affect processing
performance. With high speed internet connections, such as DSL or Cable, there is
virtually no difference in operation speed between off-premises and on-premises stations.
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Superior Voice
Be it inbound or outbound audio, voice quality in Call Linx is
superb. Patched calls are crystal clear. This is especially
advantageous in servicing virtual office calls.
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Appointment Taking
Appointment Taking takes
care of appointment bookings.
This function can be accessed locally, remotely, or via the internet. It is also installed at the
TAS/Call Center who in turn can host appointment taking services at their website. No third party
involvement is necessary.
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Auto Line Check
"Auto Line Check" guarantees that all subscriber lines are properly
forwarded to the Call Center or TAS operation, and that they stay forwarded during the service period.
This feature has demonstrated tremendous value and labor savings
for medical and emergency services. The process requires absolutely no human involvement
unless a checking shows failure, in which case Call linx will alert the agent(s)
and prompt for action.
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Comprehensive Statistics
Call Linx records comprehensive statistical data on system traffic,
call connections, and message delivery. Reports include
connection details, message details, delivery counts, call counts, administration logs,
etc. All are printable and exportable for billing
or other purposes. This offers flexibility in billing
methods, and can contribute to revenue generation.
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Database History Logs
All activities in Call Linx are
logged. These include message delivery actions, administrative wrap ups,
modifications of instructions, on-call schedules, client/subscriber file
changes etc. Changed versions of messages are attached to the originals.
Delivery reviews and message receipt confirmations are recorded. These
logs assure that all agents' time is accounted for, call processing
actions are traceable, and message delivery is confirmed.
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External Database Edit
Call Linx imports, maintains and "shares" external databases.
The agents do not have to retype client database information into the TAS system. They can look up client specific
data. They can even update the database and return the modified data to the client.
When connected with "branching" in Linx Scripting, information in the imported database will serve
as a powerful navigator to the appropriate part of the script.
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Inbound Email
Call Linx notifies agents of incoming emails
to clients that subscribe to this service. Spam detection is performed; and the emails are distributed
to the respective clients. This could be offered as a security service for clients with equipment that email alarms.
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Integrated Linx Scripting
Call Linx is equipped with Linx Wizard Scripting which can conduct complex calls
in a simple "Question and Answer" fashion. Based on the caller's response, the agent
is guided to the next appropriate question. The conversation becomes consistent and fluent;
and, with the help of pick-lists and pull-down menus, information collection becomes uniform.
Since Linx Scripting is an integral part of Call Linx, it benefits from
all of Call Linx's capabilities, including Caller ID, Caller
Profile, Message Recipient Auto-fill, Message Delivery Sequencing,
Customer Database Lookup, Auto Web Launch, etc.
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Message Delivery Sequencing
Call Linx provides very powerful message delivery sequencing in the
combination of "Delivery Links" and "Delivery Chains". A "Link" consists
of scheduled delivery methods in a one-pass fashion. A "Chain" consists of
a sequence of delivery methods or "Links". As soon as the message is
marked "read", the "Link" and "Chain" delivery attempts will be
terminated.
With this feature, the administration can program all the subscriber's
possible delivery methods and schedules, both for regular times and for
odd times. No temporary instructions
need to be inserted for "regular" or "odd-time" alternative delivery methods. Message delivery
will be executed automatically and accurately.
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Multiple Message Forms
Call Linx offers Multiple-Message-Form processing. This organizes
message taking and is very suited to "medical service" calls. It gives an organized
look to the delivered message and its mandatory-field property insures that the agent
will not miss any information. All client accounts can have different forms for calls
of different natures.
The forms can be created according to special requirements, or as generic models for common usage.
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On Call Scheduling
Linx On Call is another integral part of Call Linx. It oversees on-call schedules
and processes on-call dispatch. Access can be from any local or remote agent station. It can also be
extended to TAS/Call Center clients via the internet. The software module is installed at the TAS/Call Center,
who in turn can host on-call scheduling in their website as a service to their clients.
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Performance Analysis
In numerical or graphical forms,
Call Linx's performance analysis, for
both system and agents, gives an overall picture of caller behaviors,
system traffic patterns, lost calls, inbound-versus-answer ratios
and users' work habits. This outlines the general work efficiency of
the operation and helps in staffing and shift scheduling.
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Quality Assurance
Call Linx has supervisory tools that do real time monitoring and
check message delivery accuracy. Monitoring can be done both
locally and remotely. Delivery actions are logged
automatically, as are message reviews and follow-ups.
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Subscriber Recognition
Subscriber Recognition
prompts the TAS agent to impress the subscriber with a special greeting
during subscriber call-in. This feature alerts the agent that the caller
is the subscriber so that no time is wasted to find out the nature of the call.
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Template Programming
Call Linx is extremely user friendly to administrative "programmers".
Clearly labeled buttons and pages are easy to access and to complete.
No programming knowledge is needed to do client database set up.
"Counter-checks" are everywhere in the programming process to prevent
loss of entered data. Call scripting is built by inserting customizable "widgets",
and instant preview is available every step of the way to help pinpoint spots where
"re-writing" may be necessary.
On a lot of occasions, client files consist of very long list(s) of
subscribers or even linked accounts. Information in these subscriber or
linked account files is usually very similar. Call Linx permits template
files to be created. Template programming has been proven to be
invaluable. Not only does it save time and effort, it helps avoid errors
in repetitive entries. Templates in Call Linx can be for specific or
generic applications and accounts. They include client files, subscriber
files, on-call schedules, appointment schedules, call scripts, message
forms, etc.
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Time Zones
A TAS/Call Center
operation may process calls for accounts that situate in different time
zones. Call Linx displays "local" time of the client location, to
alert the agent that the caller is calling an account in a different-time-zone
location. This has been proven to be invaluable, especially when answering calls for
clients with nation-wide (or even international) office locations.
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Web Message Retrieval
A Call Linx owner can host
message retrieval on his/her website. Access is via username and password.
In addition to being a possible revenue generating self-serve service, this
feature helps save agents time, especially during call traffic rush hours.
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