🎙️ 1. What is IVR?
IVR stands for Interactive Voice Response. It is an automatic voice interaction technology that works through dialing or voice commands.
🔢 2. How many IVR types are there in Tegsoft?
There are 5 types of IVR in Tegsoft:
- Basic
- Advanced
- Programme
- Functional
- JSON
🗂️ 3. What does IVR Group do?
An IVR Group helps manage IVR pages so that only the announcements and IVRs within the same group are visible.
🎧 4. Voice Recording – is the voice recording recorded in Mono or Stereo mode?
It is recorded in stereo. This is because we have integration with Speech Analytics and Quality Management products and stereo recordings are kept for these analyses. But a voice recording that goes to the archive becomes mono. This is because stereo recordings consume much more storage than mono.
i.e. When reviewing the recording for analysis purposes, one can separate the caller’s voice and the Agent’s voice.
We can separate customer and agent voices in Tegsoft voice recordings. As mentioned above, we keep stereo recordings.
📩 5. Voicemail – Can a voicemail be emailed?
Yes.
💳 6. Is VPOS PCI compliant?
Yes, we have customers who use the Tegsoft VPOS feature and have PCI DSS certification.
Agent, supervisor or admin cannot see the CVC code in Tegsoft VPOS. In addition, this data is kept confidential in the database. Payment is made by dialling in IVR. The customer performs the payment transaction without telling the card information to anyone.
💬 7. How to move a WebChat conversation to a voice call?
An Agent can see the Webchat history while communicating with the customer. Only we cannot provide the call transcription details on the previous call. If there is an opened case about the previous call, they can see the details on the Activity or Requirement & Complaints pages.
🚀 8. What’s improved?
Enabled agents to make manual outbound voice calls while in an active chat session on Tegsoft V3.
https://docs.tegsoft.com/docs/tegsoft-release-notes-version-202221212
Also, chat history is kept in CRM.
RESUME CONVERSATION and DOWNLOAD CONVERSATION buttons have been added to Tegsoft V3 webchat history screen.
https://docs.tegsoft.com/docs/tegsoft-release-notes-version-202221212
📞 9. Integration with MS Teams – Can Tegsoft integrate with MS Teams?
We have SIP integration with MS Teams.
MS Teams user can make outbound calls from MS Teams without entering the Tegsoft interface.
We provide this process with IVR routing within the inbound calls.
👁️ 10. Presence – Can Agent presence on Teams be viewable on Tegsoft and vice versa?
The reports of the Agent's calls over MS Teams are available in Tegsoft. However, work will be required for break information (lunch, back office, meeting etc.) and dashboard display.