Unlimited Call Queues

Create and use call queues to distribute calls evenly to a group of employees or team of agents. Call queues also allow you to create personalized hold messages, as well as set hold and call limits.

Full Features A.C.D.

Fonality's full features ACD allows you to customise your call queue distribution even further. Distribute queue calls via several pre-configured rules such as ring all, ring random, or ring in order.

Skills-based Routing

Assign each agent a priority, and your queue will distribute calls to them accordingly. This means you can pass more leads to your star closer, or pass fewer leads to your underperformers. PBXtra has an additional layer of prioritization based on agent order. This means you can have similarly skilled agents who receive calls in an ordered round-robin fashion.

Graphical Queue Reports

View graphical reports on every detail of your queues, such as abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly average. These averaged reports are great tools for proper staffing predictions for your call centre!

Agent Call Recording

Choose an agent, and select how many of their calls you want to record. Call recordings capture agent name, agent extension, date, time, Caller-ID, DNIS and file size. Using our web-based interface, you can then listen to calls right from your computer speakers, or download them to your local drive.

Realtime Queue Status

Would you like to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? When using Fonality's desktop communications app, get answers all of these questions in real-time, helping you to manage your queues more effectively.

Call Monitor & Barge

Actively barge or passively monitor any inbound or outbound call. By managing groups and permissions you can grant a specific group the ability to barge/monitor another specific group.

Advanced CRM Integration

Advanced CRM integration enables your CRM and Fonality phone system to work as one. Automatically launch all matching CRM records, and quickly give your employees the information they need to help customers more quickly and efficiently.