Call Queuing

Using our network based queuing service allows you to:

Have call queuing set up promptly at the network level, reducing the lines you need on the site.

Customise your on hold music or your on hold messages

You can record all your own customer recordings and message prompts

If you have multiple non geographic numbers these can all be pointed to and managed via the call queuing service

Has the ability to allow registered telephone numbers, i.e. important customers to jump to the front of the queue

Service can be designed to have maximum waiting time in the queue built in

A queuing service that has the facility to present to longest waiting agent

The option to have a message played that informs the person what position they are in the queue

Comprehensive management statistics to allow full understanding of the how the calls are being managed

Management Reporting

Online Call Reporting

Digitel Direct is able to offer a variety of call reports to your desktop via your web browser. The majority of these reports are updated every fifteen minutes; this dynamic call information allows you to stay on top of your business at all times.

Because the reports are being taken from the network and delivered to your desktop, there is no need to invest in expensive hardware or software on your internal PBX / telephone system.

The following reports are available to you:

Daily call analysis: Shows calls received by hour and is updated every fifteen minutes report shows calls answered, unanswered, engaged, total calls and total minutes

15-minute daily analysis: Shows inbound traffic information within 15 minute intervals throughout the day

Monthly call analysis: Shows call summarised by each day for each day of the month and accumulative totals for the month

Daily summary: Shows a summary of all calls received for all 08 numbers associated with your company

Busy hour analysis: Shows busiest hour within the day

Time to answer by day: Shows in seconds how long it takes calls to be answered

Home Working Solution

Use home worker solutions in a seamless and integrated way within your organisation. Our solution allows the following via your non geographical numbers:

Calls to be presented to homeworkers within a given call plan

Record all home worker inbound calls for quality and training purposes

Call Recording

Network call recording works for both inbound and outbound calls

How it works with inbound calls

For all inbound call traffic that comes into the network via a non geographical number, i.e. 0800, 0870 0845, Digitel Direct are able to offer the facility to be able to record all inbound telephone conversations. These recorded conversations are stored on the network and accessed online via your web browser.

The Solution Offers

All voice recording done at network level, therefore no hardware required on site

Calls can be recorded centrally on the network and record across multiple sites, therefore there is no need to invest in equipment at individual sites

No special technology needed to listed to or download files

Messages can be accessed for all calls easily by a web browser query tool; this web based tool allows calls to be found in seconds. The system is user friendly and delivered to your PC.

Employee training and employee scoring system available for all calls to be used for training purposes in a live environment.

Any individual call can be downloaded to your PC and emailed to any interested party Read more

Call Digitel Direct on 08456 522 533 for more information

*All line must be routed over the Digitel Direct network