Aheeva

Inbound Outbound Reporting Softphone Quality Monitoring Remote Management Workforce Management Product Benefits

Softphones

Phone of the new generation of communications technologies

The AheevaPhone is the best complement to Aheeva CCS. This SoftPhone can be deployed rapidly in any business and is an inexpensive way to get up and running with VoIP.

Designed with call center agents in mind, the AheevaPhone supports their specific tasks. AheevaPhone runs on your computers and provides more features and functionality than a regular phone.

With a simple interface, making and receiving calls is intuitive. The AheevaPhone allows you to use your regular telephone sets if you prefer, by logging in with a phone number.

The open source IP PBX serves as telephony switch and call control. The software phone is a thin client that can be installed to run remotely.

AheevaPhone runs on your computer and provides all the features and functionality of a regular phone, and more.

With a simple interface, making and receiving calls is intuitive.

Remember remote management? Now you have a virtual phone you can use anywhere with a laptop and an Internet connection.

Main features include:

Graphic User Interface customizable for seamless integration of applications and services such as speed dialing
Gives superior voice quality on all versions of Windows and Linux
Easy to install and configure
Low latency
Works with any full-duplex sound card (Sound card not required with specific Plantronics head set)
Full integration of USB handset and headset devices
Log file in TXT format that also records agent's name, time and date
Self-update through HTTP server
Weighs less than 1-MB
Incorporates safety measures and no special recording equipment is needed

Support the following operations:

Login/Logout
Ready/Not Ready
Drop-down menu where agents can select user-defined Not-ready reasons
Dial. The dialing function can be disabled. Otherwise managers can set default numbers
Hang-up
Cold transfer and Warm transfer. Managers can set default numbers. The customer's file, if any, is sent to the recipient agent during the transfer
Conference. Managers can set default numbers
Hold
Call duration. Chronometer that measures the duration of the call. This information is passed onto the CCS Manager where supervisors can monitor calls live by clicking the agents' name
Message display area. Will display group and individual production messages or statistics sent by supervisors to groups of agents

Data security

Encryption is available for recorded data traffic. SSL support between the independent CCS recording server and the CCS local storage server.

Complete data collecting cycle

Agents cannot log out or receive another call until the current call is ended by either party and the information about the customer has been stored in the database. Also, agents cannot start two versions of the software on their computer. Reasons for agents hanging up are stored in the database.

Tracing connections

Agent station's ID (hostname) and IP address, DNIS, call ID (tracknum) and IP address of the switch.