Calliope PBX has an integrated set of tools to enable the most complete management of the inbound/outbound calls system available in the market.

All management is 100% Web in an easy, fast and with mechanisms for testing and homologation before going into production, in addition to a wide range of ready reports and direct access to the database to generate customizable reports.

URA

The system allows the creation of unlimited multi-level IVRs (IVR tree) in a simple on line way.

In all IVR routing is possible to make external queries.

At any point in IVR you can access an external program such as a CRM / ERP and get information from the customer you called to:

• Play specific audios;
• Direct your call to custom sub-menus;
• Send SMS with Code Bars;
• Play all Code Bar numbers;
• Request reconnection of blocked systems;
• Play protocol numbers;

QUEUES

Calliope PBX has a complete queue management system:

• DAC;
• Reports;
• Call Prioritization;
• Custom queue audio for each type of client, or option on the IVR, or per product;
• Redirect Calls basead on average time or number of queued calls.
• Monitoring of calls in queue - Listening, Whisper and Conference;
• Stress Analysis of Queued Calls;
• Login Logout;
• Custom breaks with alerts in case of break time exceeded;
• Warnings before the Call goes to the Queue;
• Automatic return of calls that were abandoned in the Queue;
• Blended Operation, with inbond and outbound calls together;
• Multi-skill operators;
• Automatic sending for Satisfaction Survey;
• CTI to show call info;
• 03 Types of Dashboards:
1. Complete for the supervising team;
2. Summarized by queue - to be exposed to the agents;
3. Summarized the entire operation - to get an overview of all active queues;
• Routing of queued calls based on date and time;
• Alarms based on Times, Queue Size and System Pause;
• Broadcast messages to the agents;

DIALER

Our Dialer allows you to import Mailings in .csv format with any layout.

• Mailings Import;
• Answering Machine detection with more than 95% assertiveness;
• Play Recording;
• Reverse IVR Tree;
• Market Survey;
• Predictive Dialing;
• Power Dialing;
• Automatic Dialing;

It is possible to create new mailing from any Calliope's Report.

Integration with any CRM/ERP system for automatic sending of mailings and screen pop-up.

APIs

Calliope system has several APIs to allow manipulation from other systems. The APIs are made through connection to PBX database, Web Services and / GET / POST commands.