Key features
Key features of Icecom SwitchBoard can be divided into three categories; call handling, call center functions and other useful features.
Call handling
- Advanced Transfer functions
- Blind transfer
- Active call transfer
- Attended transfer
- Redirected calls stay in queue until answered
- Separate queue for incoming calls and for internal calls
- Possibility to pick up any call from the queues
- Semiautomatic queue handling
- Hold functions
- Click-to-call function
- Advanced Phonebook functions
- Name-and-number-based search
- Manual number adding
- Number adding through Excelsheets
- Presence of phonebook contacts
- Status info of active call
- Personal presence control
- Call history information
- Browser window activation on incoming call
- Recorded messages can be customized
Call center functions
- One operator can monitor several different numbers
- Several operators can monitor one number
- Two call center -modes: All-phones-ring and By-turns
- Number specific messages for incoming calls
- Night switch
Other useful features
- 3 different user levels (System administrator, SwitchBoard operator and UserBoard user)
- Unique user id's for every user
- Web-based user interface also for "power-users"
- Receiver busy, keep trying -time can be defined
Notice! New Features of Icecom SwitchBoard 3.0
- Asterisk 1.2 support
- SwitchBoard Status Manager Module
- Recordings change according to the presence status of the user
- Timed presence status changing
- Additional presence note of the user for the switchboard attendant
- Outgoing call transfer
- Returning call information
- Possibility to define if the switchboard table will “pop up” as an active browser window when a call arrives
- A switchboard attendant can edit the Excel files
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