Impact Call Center

Q: Can call center users see real-time views of incoming calls and agent specific call statistics?
A:

Yes, Impact Call Center provides this through the Call Center Agent Portal view, and also gives the call center supervisor the ability to choose how they see the statistics most important to them.

Q: Can I use any Hosted PBX Platform with Impact Call Center?
A:

No, Impact Call Center is an integrated feature set of Impact’s Cloud Phone System.

Q: Can I use chat, SMS or email with this solution?
A:

No, Impact Call Center is specifically tailored to inbound voice-only contact types. It does not support other channels like chat, SMS, e-mail, social or CRM integration.

Q: Is there an IVR or auto attendant capability?
A:

Yes, Impact Call Center includes an auto-attendant front-end and has a two-tier capability. This allows the customer to ensure each call is routed to the correct call center agent based on their menu selection.

Q: Can I manage or monitor call center activity?
A:

Yes, our intuitive, web-based portal was designed to give call center agents and call center supervisors a powerful management and monitoring tool. Supported on Google™ Chrome, Mozilla Firefox and Microsoft™ Internet Explorer, the portal includes real time management, dashboard and reports, contact history and much more. (Note: To access the call recordings when applicable, Chrome and Firefox are required.)

Q: Does Impact Call Center support remote agents?
A:

Yes, remote agents are easily tied in by entering an off-net 10-digit number,and will be assigned to call queues just like an in-office call center agent.

Q: How many agents can the system support from a concurrent and configured agent perspective?
A:

There is no technical hard limit on the number of concurrent and configured call center agents that can be supported.

Q: Can I keep my currently advertised number?
A:

Yes, we can port your DIDs (Direct Inward Dialing numbers) so that current customers and prospects calling in based on published numbers will seamlessly reach your business within your new Impact Call Center solution.

Q: Can I create custom reports?
A:

Yes, Impact Call Center includes a rich set of standard reports. These reports can be further tailored by the call center supervisor to meet specific needs based on user-defined options that are available. However, custom reports that require access to the database and 3rd-party reporting product are not supported.

Q: How can I monitor and interact with agent calls in real-time?
A:

Using Listen and Barge-in capabilities, the call center supervisor can listen to both the agent and caller in real-time, and, if necessary, can tie in and speak to both call participants.

Q: Does Impact Call Center solution support call recording?
A:

Yes, call recording is supported and available on two levels. Hosted Call Recording is available at the call queue level. This means, based on a setting, calls coming into the call center are recorded and can be accessed, played and downloaded through the portal. Hosted Call Recording is also available at the user-level where calls can be recorded for each user who has Hosted Call Recording enabled for that user. For user-level call recording, the settings include continuous and ad-hoc call recording.

Q: Are calls still recorded for remote agents who work from home and when agents unexpectedly need to work remotely?
A:

Yes, the call center agent is made remote by their off-net telephone number. The remote agent will have access to the portal view as an in-office agent so the calls coming into the call center and serviced by the remote agent will be recorded. The recordings will be available through the portal using the Call History menu option.

Q: Will I experience any downtime during upgrades?
A:

No. Since Impact Call Center is hosted in the cloud, new or updated feature implementations are streamlined and will not cause any downtime. We will also notify you of new features and applicable updates to the user guide and other documentation.

Q: Are Call Recording and Barge-In available for employees in our organization who are not part of the Impact Call Center?
A:

Hosted Call Recording at the user-level is available to users as an optional feature of our Cloud Phone System without subscribing to Impact Call Center and can be deployed as continuous or ad-hoc call recording. The Barge-In feature is specific to Impact Call Center’s feature set.

Q: Can users make changes to Impact Call Center such as changes to Music On Hold files and introductory greeting messages?
A:

Call center supervisors with admin access can add, delete and update Music On Hold files or introductory greeting on the call queues they have access to and are responsible to manage.

Q: Is any equipment required on site in order to use Impact Call Center?
A:

No, Impact Call Center is a 100% cloud-based solution and no premise-based equipment is necessary other than a supported desk phone or softphone.

Q: What phones can be used with Impact Call Center?
A:

Our solution has been engineered to work with Polycom® IP desk phones. CounterPath’s Bria 4 softphone may also be used for inbound and outbound calling functionality.

Q: Can Impact Call Center be used across multiple office locations?
A:

Yes, our cloud-based solution is not bound by the geographical constraints of some premise-based solutions. Impact Call Center supports the "follow the sun" business requirement that might be in play based on industry.

Q: Is software required to be downloaded to the user’s computer?
A:

No, as a cloud-based solution, there is no software to install. Just use your provided credentials and a supported browser to gain access to the call center portal.

Q: Does Impact Call Center provide business continuity?
A:

Yes, Impact Call Center is part of Impact’s Cloud Phone System, which is hosted in geographically redundant tier 1 global data centers in Dallas, New York and LA, with redundant power backups and built-in failover, providing the highest level of dependability.

For further assistance operating your Impact Call Center please contact Customer Support:

Email: customersupport@impacttelecom.com

Phone: 888 - 411 - 1175