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In Com1 Automatic Call Distribution (ACD) system, when a call remains unanswered beyond a predefined timeout period, the system automatically initiates a predefined action. The call may be redirected to another available ringing option, a pre-recorded message to inform the caller of the delay, assuring a callback and disconnect the call. Such calls are classified and recorded as abandoned and flagged for further handling according to the queue management policies.
This setting determines the duration an individual agent or group of agents is allowed to answer a call before it is automatically routed to the next available agent. By preventing calls from remaining unanswered due to agent unavailability or inaction, this mechanism enhances call flow continuity and improves overall response efficiency within the Com1 Automatic Call Distribution (ACD) system.
The Retry setting specifies the time interval between successive attempts to route an unanswered call to agents. If agents are busy or unavailable during an initial attempt, the system waits for the defined retry duration before making another attempt. Throughout this interval, the caller remains in the queue, typically listening to hold music or informational messages, until the next routing cycle is initiated.
This option plays music or messages to keep callers engaged while they wait. Additionally, Com1 ACD provides the ability to inform callers of their current queue position and estimated wait time, allowing them to decide whether to continue holding or call back later. This helps reduce frustration from long, uncertain wait times and enhances the overall caller experience.
The position announcement informs callers of their current place in the queue and provides an estimated hold time. This helps callers decide whether to continue waiting or call back later, reducing uncertainty and improving the overall caller experience.
This defines the approach used to distribute incoming calls among available agents. The choice of method plays a key role in balancing agent workload, improving response times, and enhancing caller satisfaction. Selecting the right strategy ensures calls are handled efficiently and aligns call flow with your business goals.
Wrap-up time is the interval after a call ends, allowing agents to complete any necessary follow-up tasks. While some processes may need longer, the international benchmark is typically 30 seconds.
This setting defines the pause between two consecutive calls assigned to an agent, allowing a brief recovery or preparation time after each call. A value of zero means the next call will be assigned immediately without any delay.
The weight setting is used to prioritize calls when multiple queues share the same agents. A higher weight gives a queue greater priority, ensuring its calls are handled first when agents become available, helping to manage service levels across different call types.
Call disposition customisation is a crucial aspect of any Automatic Call Distribution (ACD). A well-planned, simple, and intuitive disposition structure - one that even a new or inexperienced agent can easily understand, plays a vital role in determining the overall effectiveness of operations. It allows for accurate reporting, detailed insights, and efficient closure of every interaction. Traditionally, each client or process requires a custom disposition design, often created by developers at an additional cost. In contrast, our solution offers complete flexibility, enabling Automatic Call Distribution (ACD) owners to design and modify dispositions themselves. This empowers them to run multiple, diverse campaigns effortlessly, without any need for developer intervention or additional customisation costs.
Com1 offers a comprehensive API suite that empowers any CRM developer to seamlessly integrate advanced Automatic Call Distribution (ACD) functionality using our robust telephony backbone. The APIs provide complete control over call handling, live dashboards, detailed reporting, and real-time call events - enabling smooth pop-ups, call tracking, and management directly within the CRM. Developers can embed our webRTC phone, utilize webhooks to capture events such as ringing, call answering, and hang-ups, and test every API in a built-in playground without relying on external tools like Postman. With downloadable cURL commands and ready-to-use examples, integration becomes fast and effortless, while optional customisations can be incorporated quickly at an additional cost to meet specific requirements.
Com1 Automatic Call Distribution (ACD) provides a robust basic CRM that efficiently handles all standard Automatic Call Distribution (ACD) activities, including managing dispositions, updating records, and sending reminders for callbacks - whether the agent is present or absent - ensuring no follow-up is missed. Our CRM meets approximately 80% of typical process requirements, and minor additional features can be developed quickly for an extra cost. For larger or highly specialized requirements, our comprehensive set of APIs allows customers preferred CRM developer to seamlessly integrate their system with our telephony backbone, achieving full functionality with ease.
Our on-premises solution ensures complete data security, with all information stored locally and telecom resources owned by customer themselves, safeguarding both valuable data and prized numbers. Beyond data security, our model also protects customers from the ever-increasing recurring costs of cloud providers, who often lock customers into long-term dependencies as their numbers gain value.
Breaking away from the industrial norm of charging customers on a per-agent basis, we are the first to launch a consolidated hundred-agent license at a very nominal cost. This allows customers to contract or expand effortlessly without worrying about individual agent licensing, providing significant cost savings and peace of mind for Automatic Call Distribution (ACD) administrators.
The solution features a built-in webRTC multimedia phone with video support, embedded directly in our agent module. Administrators no longer need to install or manage third-party softphones. Agents can pick any extension daily, automatically registered at login and unregistered at logout, preventing duplicates. Browser-based and OS-independent, the webRTC phone delivers seamless operation and complete peace of mind for Automatic Call Distribution (ACD) administrators.
Post-COVID, the new world of work demands flexibility, with remote work now as essential as traditional office setups. Com1 seamlessly supports this hybrid model, allowing agents to work from home or the office without any functional difference. The only factor affecting call quality is the quality of the internet connection at both ends. For mission-critical operations where consistent call quality is vital, we recommend establishing a dedicated VPN tunnel between remote agents and the server to ensure stable bandwidth and superior audio performance. Beyond that, the experience remains completely seamless - just as effortless as attending calls from the office.
Com1 reporting framework provides powerful yet simple export and filtering options, both agent-wise and campaign-wise. Fine-tuned over the last decade through feedback from multiple processes and diverse customer needs, it has evolved into a comprehensive system that meets nearly all reporting requirements across industries. The current framework is so exhaustive that new customers rarely request additional reports. Nevertheless, the platforms strong and flexible foundation allows for quick creation of any new or custom reports to meet future requirements with ease.
Genie, our live dashboard, is among the best in the industry, offering a real-time view of Automatic Call Distribution (ACD) operations from any location. It empowers administrators to take proactive actions to prevent productivity loss. Like our reporting module, Genie has been fine-tuned over the past decade based on feedback from diverse processes and customers, making it an indispensable tool for efficiently managing Automatic Call Distribution (ACD). While being highly versatile and capable of meeting nearly all requirements, specific customizations can be accommodated at an additional cost.
Com1 provides a standard call pop-up that is time-tested and easy for even inexperienced agents to use, covering the entire call handling workflow. It includes call control options to answer, hold, mute, hang up etc, a flexible customer data display designed campaign-wise, and an optional customer history view to help agents review past interactions and manage calls effectively. The disposition section allows agents to finalize call outcomes immediately after the call. While this setup meets 99% of process requirements, certain processes may require collecting additional data or updating their CRM beyond the standard pop-up. In such cases, a fully customizable pop-up can be designed, with tailored input screens and layouts to manage process-specific requirements at an additional cost.
Automatic Call Distribution (ACD) agents are in high demand but often face high attrition, making recruitment and training a challenge. Com1 Call Center Suite addresses this by archiving the best agent-customer conversations, curated and refined over time, providing highly effective training material. New recruits can learn by listening, acquiring skills faster and more effectively than through hundreds of hours of classroom training. Additionally, YouTube video training familiarizes agents with the agent module and call dispositions. Together, these tools enable Automatic Call Distribution (ACD) owners to reduce the time from recruitment to floor deployment to less than a week, ensuring agents become productive quickly with minimal training costs and maximum effectiveness.
Omnichannel integration in an Automatic Call Distribution (ACD) enables unified management of customer interactions across multiple channels—such as voice, email, chat, SMS, and social media—through a single intelligent routing system. It applies consistent routing logic, such as skill-based or priority-based distribution, to all channels while maintaining full customer context across interactions. This ensures agents can seamlessly handle communications from one interface, improves efficiency, and delivers a consistent and personalized customer experience supported by unified reporting and analytics.
Most call center software ignores the biggest productivity killers: agent indiscipline. Agents quietly unregister phones so calls stop while dashboards still show them as waiting, deliberately miss allotted calls knowing most systems don’t track agent-level misses, or stay logged in but inactive—especially in low-volume centers—creating false productivity and inflated staffing needs. The result is lost calls, wasted payroll, and managers blaming software issues instead of seeing the truth. Our platform closes these gaps by detecting unregistered endpoints, reporting agent-level missed calls, and identifying real-time inactivity, giving management complete visibility, true accountability, and the ability to accurately size teams and cut unnecessary costs.
Before implementing an Automatic Call Distribution (ACD) system, three key factors must be considered to ensure its effectiveness:
High Inbound Call Volume - ACD is ideal only when there is a consistently large volume of incoming calls that justifies having a dedicated call center.
Dedicated Agents - The customer must be willing to allocate agents who handle only inbound calls, without other administrative responsibilities. Sharing these agents for additional tasks will lead to inefficiency and poor customer experience.
Continuity - Since incoming calls require a personal touch and quick access to customer information, the process must be robust enough to provide all necessary data instantly. This ensures that customers are not kept on hold or delayed unnecessarily, and that any agent can seamlessly handle their needs without making the customer feel a loss of continuity or personal connection.
If these criteria are not met — for instance, if call volume is low or agents are multitasking — then setting up a full-fledged ACD may not be practical. In such cases, using a standard IPPBX system with features like call pop-ups, call history, remark recording, and reporting may serve as a more efficient and cost-effective alternative.
| Reason | Details |
|---|---|
| Efficient Call Management |
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| Improved Customer Experience |
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| Scalability |
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| Centralized Monitoring and Reporting |
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| Increased Agent Productivity |
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| Enhanced Remote Work Capabilities |
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| Improved Customer Retention and Loyalty |
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Common Terminologies related to ACD that customers should be familiar with. The table below provides a comprehensive list of internationally recognized ACD terms, presented in plain language for easy understanding. These terms cover both conversational and reporting aspects, offering administrators and call center owners the essential vocabulary needed to manage and analyze ACD operations effectively.
| Terminology | Description |
|---|---|
| ACD | ACD (Automatic Call Distribution) intelligently routes calls based on advanced criteria like agent availability, skills, and customer needs. ACD uses smart algorithms to ensure each call reaches the most suitable agent, improving efficiency and customer satisfaction. ACD helps reduce wait times and balances workloads effectively in environments with high call volumes. |
| Queue | If for an incoming call, when there is no suitable agent available, the call is placed in a queue . While waiting, the customer is typically engaged with music or informative messages . These messages can include updates on the caller position in the queue or an estimated wait time . The goal is to keep the customer informed and engaged, reducing the likelihood of them Abandoning the call before speaking to an agent. |
| Abandoned Calls | Sometimes, customers hang up while in the queue due to long wait times, or the queue times out without connecting them to an agent. These are called Abandoned Calls , and the recommended rate should be kept below 5 % to ensure good service standards. |
| Follow Up / Manual Calling | A responsible call center not only works to keep Abandoned Calls in check but also l implement robust processes to ensure such calls are promptly called back, addressing customer needs in a quick time. |
| Disposition | Disposition refers to recording the final outcome or status of a call after it’s been handled by an agent, including any follow-up actions. While agents can add detailed remarks, using short disposition codes is a good practice for efficiently analyzing large call data over time. |
| Wrapup | Wrap-up time is the period given to an agent to complete the call disposition after the call ends. Only after this Wrap-up is completed the next call will be assigned to the agent from the queue. The typical recommended wrap-up time is 30 seconds. |
| Campaign | In simple terms, a Campaign in ACD is like a distinct process. Each campaign uses a different DID or IVR option, involves various agents, and has specific dispositions. It operates separately to achieve unique goals and expectations. Say in a hospital scenario, OP Appointment, IP Enquiry, Lab, Vaccination could be some of the various campaigns. |
| Agent | In simple terms, an Agent is someone who handles calls and is the heart of this process. Agents in general are expected to be exclusive without sharing any other responsibility that could disrupt the call center effectiveness. |
| Team Leader | In larger call centers, a team leader oversees a group of agents, managing their performance to ensure campaign goals are met. The team leader monitors the agents closely and provides training as needed to continuously improve effectiveness. |
| Login | Only when an agent logs in, the ACD system knows they are ready to take calls and begins routing incoming calls to them based on predefined rules. |
| Logout | Agent logout signifies that the agent is no longer available to take calls and no calls will be routed to the agents any longer. Normally done once at the end of the day. |
| Agent Pause / Break | Agent pause allows agents to temporarily stop receiving calls without logging out, typically for breaks or to handle non-call tasks or to make manual follow up. Agents must record a reason for every pause, and all are subject to audit for proper use. |
| Agent Unpause | Agent unpause is the opposite of agent pause, signaling to the ACD system that the agent is ready to take calls again. Once unpaused, the system resumes routing calls to the agent. |
Com1 ACD offers multiple call distribution strategies to suit different business needs. These strategies determine how incoming calls are routed to agents - ensuring balanced workloads, reduced wait times, and improved customer service efficiency.
| S No | Strategy | Details |
|---|---|---|
| 1 | ringall | ring all available channels until one answers (default) |
| 2 | leastrecent | ring interface which was least recently hung up by this queue |
| 3 | fewestcalls | ring the one with fewest completed calls from this queue |
| 4 | random | ring random interface |
| 5 | rrmemory | round robin with memory, remember where we left off last ring pass |
| 6 | rrordered | same as rrmemory, except the queue member order from config file is preserved |
| 7 | linear | rings interfaces in the order specified in this configuration file. If you use dynamic members, the members will be rung in the order in which they were added |
| 8 | wrandom | Rings random interface, but uses the member penalty as a weight when calculating their metric |
Com1 ACD provides all standard queue metrics to monitor and optimize call handling. In addition, it features a unique Agent Rating - a scientific metric that assesses agent performance across multiple parameters, making it easy to identify top and low performers for effective team management and improved efficiency.
| S.No | Metric | Details |
|---|---|---|
| 1 | Average Handling Time (AHT) | Average Handling Time (AHT) is a metric used to measure the average duration of a call for an agent. While there is no universal benchmark for AHT due to variations across different processes, a comparison can be made among agents within the same process to assess their efficiency. AHT is calculated using the formula: AHT = Total On Call time (TOC) / Number of Calls (CNTA). |
| 2 | Average Wrap-Up Time (AWT) | Average Wrap-Up Time (AWT) is a metric that indicates the time taken by an agent to complete post-call duties and prepare for the next call. The typical benchmark for AWT is 30 seconds, although this can vary depending on the complexity and amount of information the agent needs to record after each call. |
| 3 | Time On Break (TOB) | Time On Break (TOB) is a metric that indicates the total duration an agent spends on breaks throughout the day. This includes both standard and custom breaks, but excludes follow-up time. |
| 4 | Average Idle Time (AIT) | Average Idle Time (AIT) - applicable only for predictive dialing - measures the average time the system takes to connect a call to an agent after the agent has completed the wrap-up of the previous call. A high AIT can indicate issues such as a poor database, insufficient telecom resources, or a low maturity of calls. For optimal productivity, AIT should not exceed 30 seconds. |
| 5 | Agent Missed Calls(AMC) | Agent Missed Calls(AMC) represent a significant issue that should not be overlooked by any call center supervisor. This metric indicates the number of calls that rang on an agent’s extension but were missed. Missed calls can result from deliberate avoidance, failure to record the pause before leaving the seat, or improper logout procedures. Such missed calls negatively impact customer satisfaction. The benchmark for this metric is ideally 0. |
| 6 | Rating | As any agent is a combination of positives and negatives, It is difficult to judge the overall performance of the agent as it involves an analysis of multiple reports and metrics. To make it simple our system offers a scientific rating system that does this purpose. This rating is very reliable as the report is benchmarked against the best and worst performances on the given day by agents logged in in the same campaign. |
| Agent Count | Hardware Type | Processor | RAM | Hard Disk |
|---|---|---|---|---|
| < 25 Agents | Desktop-Grade | Intel i5/i7 or equivalent | Minimum 16 GB | Minimum 500 GB NVMe |
| > 25 Agents | Server-Grade | Intel Xeon (E-2200/E-2300 series) or AMD EPYC equivalent | Minimum 32 GB | Minimum 500 GB NVMe / RAID recommended |
| Ensure the hardware is compatible with Rocky Linux 9. | |
| 1 TB NVMe drive can hold up to 1,76,000 hours of voice logger recordings. Increase / decrease the disk size as required. | |
| For each VPN-based SIP trunk in India (e.g., Airtel, Jio, BSNL), add one dedicated network card per operator. | |
| If our dealer is not a regular computer dealer, it is advisable to procure the software from him and the hardware from your regular IT supplier to ensure quicker resolution during critical hardware issues. |
| Cost-Effective & Versatile: Com1 offers a cost-effective appliance ideal for basic PBX applications supporting up to 2000 extensions and call center operations with up to 25 agents. | |
| Locally Serviceable Hardware: Features a 2U rack-mountable design with an inbuilt database backup and restore option, using standard, globally available components for easy maintenance. | |
| For Critical Applications: For mission-critical operations or those involving predictive dialing or ACD with more than 25 agents, customers are advised to use their own high-performance hardware for optimal reliability. | |
| Hard Disk Capacity: The system comes equipped with a default 256 GB hard disk, capable of storing up to 40,000 hours of conversation recordings—sufficient for most applications. However, customers requiring additional storage can opt for higher-capacity hard disks at the time of order, available at an additional cost. | |
| Network Interface Card: The system comes with a default onboard network card and an additional PCI-based network card, suitable for connecting VPN-based SIP trunks provided by Indian telecom operators. If the customer requires multiple SIP trunks from different providers, extra LAN cards can be added to the appliance as needed. These must be specified at the time of order and are available at an additional cost. |
| S.No | Item | Brand | Specification |
|---|---|---|---|
| 1 | 2U Metal Cabinet with Rack Mounting Kit | - | - |
| 2 | Motherboard | PowerX or Equivalent | H81 |
| 3 | Harddisk | Crucial or Equivalent | 256 GB SSD nvme |
| 4 | SMPS | Fingers or Equivalent | Mini ATX |
| 5 | RAM | - | DDR3 PCL |
| 6 | Processor | intel | i3 (Lesser than 5 th Generation) |
| 7 | LAN Card | - | Gigabit - Single Port - Pci Express |
| Component | Description | Version | Source | License | Dependencies | Protocols |
|---|---|---|---|---|---|---|
| Operating System | Base OS hosting the IP PBX system | Rocky Linux 9.x | RESF (Rocky) | GPL | Kernel 5.x | N/A |
| Database | Stores PBX configs, CDR, logs, Solution Data | MariaDB 10.x | MariaDB Foundation | GPL | mariadb-libs | SQL |
| Telephony Engine | SIP engine, call routing, media | Asterisk 18 LTS | Digium / Sangoma | GPL | pjproject, jansson | SIP, PJSIP, RTP, Opus, G.711, G.729 |
| Web Server | Hosts admin UI & REST services | Apache 2.4 | Apache Foundation | GPL | mod_php, OpenSSL | HTTP/HTTPS |
| Web UI | Admin PBX interface | Custom | Internal | Proprietary | PHP 8.x, NodeJS | HTML5, JS |
| Reporting Engine | CDR reports, queue reports & Solution Reports | Custom | Internal | Proprietary | MariaDB, PHP modules | CSV, PDF, XLS |
| S.No | Name | Model | Description |
|---|---|---|---|
| 1 | EXT100 | Extension 100 | This is the basic software on which all solutions are built. This is mandatory before you select any of the following solutions. (Built in 100 SIP Extension) |
| 2 | EXT1000 | Extension 1000 | This is the basic software on which all solutions are built. This is mandatory before you select any of the following solutions. (Built in 1000 SIP Extension) |
| 3 | EXP100 | Expansion 100 | This is expansion licence for IPPBX Software, to expand by 100 extensions to a maximum of 900 extensions (Max 8 Licence per system) |
| 4 | EXP1000 | Expansion 1000 | This is expansion license for IPPBX Software (Ent) to expand by 1000 extensions to a maximum of 8000 extensions (Max 7 Licence per system) |
| 5 | CCS | Call Centre Suite | This License is for Outbound Call Centre Solution. In case customer looking for Predective, Progressive or preview dialling using more agents. |
| 6 | CCS-L | Call Centre Suite-Light | This License is the lighter version for Outbound Call Centre Solution. In case customer looking for Predective, Progressive or preview dialling for not more than 5 agents. |
| 7 | ACD | Inbound CCS | This Licence is for Inbound Call Centre Solution. This is needed only if customer is going to employ dedicated agents to receive incoming calls. |
| 8 | ACD-L | Inbound CCS-Light | This Licence is the lighter version for Inbound Call Centre Solution. This is needed only if customer is going to employ dedicated agents to receive incoming calls restricted to a maximum of 5 agents. |
| 8 | DEVOPT | Developer Options | This Licence will activate paid API capabilities that will give Ringing, Attended and Hangup events for Incoming and Outgoing Calls using Webhooks. Also has various API funcationality that could be useful for various telephony CRM integration |
| 10 | CUSTLOGO | Customer Logo | If any customer prefers to display their own logo instead of the brand logo, they have the option to purchase this license and upload their logo. Once uploaded, it will automatically replace the brand logo across all designated logo points. |
| 11 | FIREALARM | Fire Alarm | This license integrates with the fire alarm control panel to monitor selected sensors. In case of an alert, it can play a predefined voice file over the public address system, call designated people with a preset message, and send notifications - such as WhatsApp messages or emails - detailing the sensor, area of operation, and nature of the threat. |
| 12 | SERDSK | ServiceDesk | The Service Desk is a versatile solution that provides control over hotel room services, doubles as a nurse call station in hospitals, and supports predefined service requirements in corporate environments. It features prominent displays, an escalation matrix with email and WhatsApp notifications, and a powerful reporting module, delivering a complete task management solution. |
| 13 | SURVEY | Survey Dial | This Licence is to Voice blasting of individual files or data merge and do customised voice announcements, imported from excel or updated using an API |
| 14 | TALLYINT | Tally Integration | This integrates with Tally accounting software to automatically update outstanding balances and provides a complete phone follow-up module. It is especially useful for distributors managing multiple dealers and bills, enabling seamless tracking of regular payments across several agents. |
| 15 | TICKETING | Ticketing | This provides a comprehensive, fully customizable ticketing module that integrates seamlessly with our call center solution and CPS. It includes email and WhatsApp integration, multiple escalation levels, TAT compliance, and exhaustive reporting - offering all the features of a professional ticketing solution. |
| 16 | VIREXT | Virtual Extension | Virtual Extension enables the creation of multiple user accounts with individual usernames and passwords. Users can make calls within daily, weekly, or monthly national or international minute budgets, while comprehensive reports track usage and ensure budget compliance. |
| 17 | STICPRO | Sticpro | StickPro captures visitor photos, tracks people inside premises, detects unauthorized movement, and integrates with attendance systems. It maps entries to a database for intelligent reporting and sends instant email and WhatsApp alerts for exceptions - offering security insights beyond standard CCTV. |
| 18 | HGHAVL | High Availability | This license enables synchronization between two identical systems, ensuring that both the database and voice files remain continuously updated. In the event of a primary server failure, all terminal equipment connected to it will automatically register with the secondary server, ensuring seamless failover and uninterrupted operation. |
This video provides a complete overview of setting up the Automatic Call Distribution (ACD) - from creating campaigns, and adding agents to managing all associated configurations. It walks you through every step, from the initial setup to running live campaigns, giving you a clear understanding of how to use the full Automatic Call Distribution (ACD) module effectively.
The Agent Panel is the central interface where all Automatic Call Distribution (ACD) agents - whether handling inbound, outbound, or any campaign type-log in to manage their operations. It provides multiple tabs and tools to help agents work efficiently, including an in-built WebRTC phone, eliminating the need to install third-party softphones. The panel also includes various operational reports, such as abandoned calls, agent performance over the last 30 days, and follow-up reminders. During incoming or outbound calls, a pop-up displays complete customer details along with the option to update the disposition, ensuring seamless call handling and workflow management without additional tools or supervision.
Disposition is the heart of any Automatic Call Distribution (ACD) process, where agents record the call outcome using simple, predefined options along with remarks for clarity. Com1 Automatic Call Distribution (ACD) comes with five major dispositions that fit nearly 90% of business processes, making it easy for agents to categorize calls efficiently. Secondary dispositions can be fully customized based on specific process requirements and are displayed as buttons for quick selection. Designing an effective disposition structure is critical - it should be simple enough for even new or less-skilled agents to understand and use correctly, ensuring that calls are closed or scheduled for follow-up appropriately. A well-planned disposition setup enables accurate reporting, better analysis, and seamless process continuity. The following table provides an overview of the standard dispositions, and the accompanying video explains where and how to use them effectively to maximize process efficiency.
| Disposition | Code | Manual | Scenario |
|---|---|---|---|
| No Response | N | - | Caller Does Not Answer Call. |
| Funnel | F | *52(123)X | Customer has agreed to do business, but needs time & another call later. Just short of disposition Successful. |
| Successful | S | *51 | Order finalised. |
| Unsuccessful | U | *54 | Customer Not Interested in the product or service or Called Number Invalid. |
| Reschedule | R | *53(123)X | No conversation happened and yet the customer says call back later eg Meeting, Driving, Busy Etc. |
| Blacklist | B | - | Customer Not Interested in any Telemarketing calls from you later and shouting. Once blacklisted no incoming / outgoing calls are allowed to that number unless removed from the list. |
| Custom | - | - | Custom Disposition as designed by customer. As all our reports are based on custom disposition, customers are advised to design their own reports as none of the standard reports will be relevant with custom disposition |
| Start Calls | - | *55 | Post Login, By default Agent will be in Pause mode or to unpause after a pause operation. |
| Pause Calls | - | *56 | To pause from receiving calls. |
Com1 reporting framework provides powerful yet simple export and filtering options, both agent-wise and campaign-wise. Fine-tuned over the last decade through feedback from multiple processes and diverse customer needs, it has evolved into a comprehensive system that meets nearly all reporting requirements across industries. The current framework is so exhaustive that new customers rarely request additional reports. Nevertheless, the platforms strong and flexible foundation allows for quick creation of any new or custom reports to meet future requirements with ease.
Genie, our live dashboard, is among the best in the industry, offering a real-time view of call center operations from any location. It empowers administrators to take proactive actions to prevent productivity loss. Like our reporting module, Genie has been fine-tuned over the past decade based on feedback from diverse processes and customers, making it an indispensable tool for efficiently managing call centers. While being highly versatile and capable of meeting nearly all requirements, specific customizations can be accommodated at an additional cost.
| Company | Contact | Mobile | |
|---|---|---|---|
| Trust Marketing | Periathambi | 8144433333 | thambi@trust.co.in |
| Trust Solution | Suresh | 9884089999 | sales@trustsolutions.co.in |
| Aspire Systems And Solution | Karthikeyan | 9677166614 | karthik@aspiresystemsandsolutions.in |
| Dacom Solutions | Palanikumar | 7397377950 | sales@dacom.in |
| Vasani Enterprises | Vasani | 8080717183 | ve@vasanis.com |
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