Web Administration
The System Administrator of the X-on Cloud Healthcare Contact Centre has complete control over how agents are organised and how inbound calls are treated. The control can range from complete service design, or redesign, to minor reconfiguration. Common tasks include changing timers for opening hours, or adding or removing agents.
Typically your service will have been configured and tested as part of your engagement with X-on. How much or how little you wish to make hands-on changes to your configuration depends on your business processes. Changes are audited and take effect in real time.
The tabs below give a flavour of the areas that can be configured and the usability of the Configuration Console:
Configure:
Each agent and administrator has their own settings within the system. These include their extension, or default position where there is extension mobility and the default distribution groups that they belong to. |
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Groups are used to determine how calls are distributed. X-on allows you to set up unlimited groups, and agents can be members of many groups. So an agent can be a member of the Sales group but also take Support calls, maybe on a lower priority than other Support group members. |
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Use auto timers to change call flows automatically at different times of day or day or week. Auto timers may used to switch calls to different distribution groups or information messages. They may be set up to manage shifts, or to send calls to completely different resources, such as groups of homeworkers. |
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IVR Menus can be configured to direct callers to different distribution groups according to the nature of their enquiry. Unlimited IVR Menus can be used to construct tree structures for unattended information services, which provide detailed information. |
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Any recordings that callers hear - also known as 'prompts' can be uploaded and checked via the configuration console. This includes IVR menus and queue reassurance messages, if these are used in the call flow. X-on also provides professional recording services with a variety of voice artists available. |
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Service
Features
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Rent4Sure
"Since moving to X-on we have seen major improvements in reporting data, functionality and efficiency…"
CarHireUK
"X-on designed and fully set up our telephone system quickly, and provided us with a feature rich solution with minimal outlay. We have found the sales and support to be excellent…"
Vetfone
"X-on have proved that they can deliver both a financially acceptable solution and also the quality and availability of service to an emergency service…"
