Supercharged Call Centre Software

IP Telecom’s Call Centre Solution is a cloud-based inbound call centre platform designed to help organisations manage, route and monitor incoming calls efficiently.

It provides a central platform for managing call queues, agents, routing strategies, call handling and performance information – without requiring traditional on-premise call centre infrastructure.

Yes. A call centre is no longer just for large organisations – at IP Telecom, we find that companies with three or more users answering or making the same call types (e.g. support or sales teams) can truly benefit from call centre functionality. 

Our platform can be configured around the size and requirements of your organisation and can scale as your needs change.

A queue is a line of inbound calls waiting to be handled by assigned agents.

Queues can be configured around different departments, services, numbers or customer requirements. For example, an organisation could create separate queues for Customer Services, Sales, Support or specific public-facing services.

As many as you need. The platform allows administrators to create and manage multiple queues across the organisation.

Queues can be configured individually with their own routing, hold treatment, timeout and agent settings.

An agent is a member of the Call Centre who has been assigned to one or more queues and can receive calls entering those queues.

Agents can be managed according to their role, status, queues and, where enabled, specific skills.

Yes. A range of routing strategies can be configured, including:

• Most Idle
• Least Calls Handled
• Least Offers Made
• Round Robin
• Ring All Agents
• Skills-Based Routing

This allows organisations to determine how incoming calls should be distributed across their teams.

Yes. Skills-based routing can be configured using either loose or strict skills-based routing.

• Loose skills-based routing will attempt to send a call to an agent with the required skill but can route to another available agent if none is available.
• Strict skills-based routing will only route the call to an agent with the required skill. If no suitable agent is available, the call can be escalated.

Yes. Queue hold treatment can include an announcement of the caller's position in the queue.

Yes. The system can announce the estimated wait time to callers while they are waiting.

Yes. Hold treatment can include uploaded media files or supported streaming media.

Different actions can be combined and arranged to create the desired caller experience.

Queues can be configured with call limits and timeout periods.

When a timeout occurs, the call can be directed to an escalation callflow. This can determine what happens next, such as routing the caller elsewhere or sending them to voicemail.

Yes. Dropout options can allow callers to press a digit to leave the queue rather than continuing to wait.

Call recording can be enabled at queue or agent level, depending on the configuration.

Administrators can also control call recording settings for individual members.

Yes. The queue overview provides high-level information about queue performance and agent states.

Users with the appropriate permissions can drill into individual queues to see current calls, assigned agents and queue activity.

Yes. Manager and administrator permissions allow authorised users to view and manage agent states.

With Supervisor features, managers and administrators can also access agent management and performance information.

Yes. Managers and administrators can toggle agent states on an agent's behalf.

Agent Management also allows managers and administrators to individually or bulk-set agent states and, where required, end an agent session.

Managers and administrators can access both Agent Performance and Queue Performance reporting.

Reports can be filtered by:

• Agent
• Queue
• Time period
• Date range
• Selected data fields

Information can be displayed in list, card or graph views.

Yes. Queue Performance reporting provides insight into the performance of individual queues and can be filtered by queue, time period and date range.

Yes. Agent Performance reporting allows managers and administrators to review performance information across their teams.

This can be filtered by individual agents, queues and time periods.

In the admin tool, authorised managers and administrators can use eavesdrop, whisper and barge functionality for incoming and external calls.

This can support supervision, coaching and escalation.

Whispering allows an authorised supervisor or manager to provide guidance to an agent during a call without the customer hearing the supervisor.

Barging allows an authorised supervisor or manager to join an active call where this functionality is enabled.

Yes. Agents can be assigned to different queues and given appropriate roles.

This makes it possible to structure the call centre around departments, services, locations or specialist teams.

Yes. The wider IP Telecom Call Centre Solution supports prioritisation of important callers, including VIP routing.

This can help organisations ensure priority customers or callers are directed appropriately.

Yes. The cloud-based platform is designed to support agents working from different locations, helping organisations manage distributed and hybrid teams.

Yes. IP Telecom's Call Centre Solution can integrate with leading CRM and collaboration platforms, including Salesforce and Zoho.

These integrations can help connect customer communications with existing business processes.

IP Telecom's wider Productivity Suite includes integrations with Teams, and other business platforms. The appropriate integration depends on the organisation's requirements and existing systems.

The solution is cloud-based, allowing IP Telecom to deploy the Call Centre Solution without requiring traditional on-premise call centre infrastructure.

The cloud-based nature of the solution enables rapid deployment. The actual implementation timeframe will depend on the number of users, queues, locations, integrations and configuration requirements.

Yes. The solution is designed to support multiple sites and remote agents and can be adapted as teams, queues and requirements change.

The Basic functionality provides the core tools required to manage inbound calls, including queues, routing, hold treatment and agent assignment.

Supervisor features add more advanced capabilities including:

• Skills-based routing
• Eavesdrop, whisper and barge
• Agent management
• Agent performance reporting
• Queue performance reporting

The platform uses different levels of access.

Agents handle calls within their assigned queues.

Managers can manage the queues assigned to them and access relevant agent and queue controls and reporting.

Administrators have organisation-wide control, including creating and deleting queues, managing agents and enabling features.

Yes. Queue activity is recorded in an Activity Log, which provides a visual representation of activity and can be filtered by activity type and/or agent.

Yes. The call drawer can display information including Caller ID, Caller Name, the queue from which the call originated, hold time and total call duration.

Yes. Agents can select their status, including Ready, Mark as Away or End Session.

The platform can also be configured to manage agent behaviour following missed or rejected calls.

Yes. Agent behaviour settings can include recovery time between calls, allowing organisations to configure how the system behaves between calls.

The platform is designed with an intuitive interface, and IP Telecom can support implementation and training as part of the wider Call Centre solution.

IP Telecom can help assess your current call volumes, teams, departments, queues and customer journeys before configuring the solution.

The result is a Call Centre environment built around how your organisation actually handles calls.