Anatomy of virtual telephony. Familiarity with the interface

Virtual PBX RingCloud continues to publish articles about its developments and activities.

Earlier, we talked about who we are, what we are striving for, what bumps we have already filled, and how we coped with misses.

Habr, hello from the Cloud RingCloud
Through thorns to the stars. How we filled cones

Since we are developing a virtual telephone exchange at RingCloud, we are not sorry to sacrifice our brainchild so that you can see what is inside.


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What we can see from the very beginning, by going to your personal account is a picture, but it doesn’t interest us much, we need it to be convenient and like users, all the most interesting is hidden under it. The main thing is functions, all that you can and cannot do with a virtual PBX. And yes, another heart. Without it, everything is simply useless. This is a telephone number. To revive our brainchild, you need a call. Then everything will work, and the PBX will begin to function and execute all the commands that you gave it. After all, she is a robot, an assistant, obedient to you, accurate and impartial.
An interface is like the skin or clothing that covers a robot’s body. Users will not be able, of course, to look into the "holy of holies", - a code, only developers can go there, but we will analyze by bones what you will use to subordinate our PBX to yourself.

At the first acquaintance, you will see the “face” of the virtual automatic telephone exchange. Masters worked on this face, and it is very attractive. In the interface, you can see your position, customer number at RingCloud company, the “message” button, which displays new and unread letters, the “Store” button and the ability to leave the program, “Exit” (there is no way without it).

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So what functions are hidden inside?

Right at the top of the interface you can see the "Status". This is the health of our assistant, displayed on the monitor. It shows the workload, the amount of funds in the account, active users, minutes of calls. A kind of statistics, not just on calls, but on functioning. Come and see which of the lines (technical support, sales, etc.) communicate more with customers and draw conclusions.

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Under the state is the “Settings” function, it is important and includes everything that can be configured. It is here that you enter information about new employees who will receive calls, and from here delete them forever. Here groups are formed in the areas of interaction with the client. In this clear structure, everyone’s place is visible.
Immediately, in the settings the “voice” of your company will be born, the way everyone who calls you will hear it. You can record this voice directly, through peripheral devices, or you can immediately download an audio file.

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Below in the menu is “brain”, or rather its derivative - “Logic”. But not everyone who has a brain has it, but since we are talking about robots, we will assume that they are less prone to this deviation. Logic has no boundaries. Before you is a great field for activity. You can drag the proposed elements into it and build any chains along which the call will “travel”. Feel like a creator, or at least a logical person who thinks about those who will dial the treasured digits of your number, and they may never even know with what care you did it, but they will definitely feel it.

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If we consider a virtual telephone exchange as an organism, then the next item is more like a fitness tracker, inseparable from the body. "Statistics". Any heartbeat (incoming and outgoing calls) will be reflected here. You can find answers to any questions, not only “Who?”, “How?”, “How many times a day?”, But also more advanced ones. Statistics can be made as you want, for this there are a bunch of filters, as well as a field where all the information is displayed in graphs. Calls, load, directions, external numbers - this is only the tip of the iceberg of data. For each item, you can sort the information additionally. Is it possible to find the truth in this way, we do not know, but we did everything so that nothing was hidden from you.

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Recording conversations is a “gray matter” where any information is stored. Just do not force anyone to remember her, because everything is available. Here is a list of employees, as well as the total file size and filter by date. Access to this information is always available, 24 hours, 7 days a week. What to do with these records? What do you want. Solve conflict situations by listening to the conversation, restore the data that was mentioned by phone, and then not saved, control the quality of service. And yes! If customers praise you on the phone, make a shared audio file and scroll it in the company so that everyone knows how to work!

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To be continued…

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