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How to use the email ticketing feature in mConnect
How to use the email ticketing feature in mConnect

Offer Exceptional Customer Service with our Email Ticketing Feature

mConnect offers an email ticketing system as a part of its call center omnichannel solution. From within the dashboard, you can easily respond to tickets, assign tickets to other agents, merge tickets and close tickets.

In addition, you get to see each agent’s performance. How many tickets they’ve been assigned, how many were resolved/closed and so on. 

In our latest video we explain how all the above work and more. Take a look!

We develop customizations for your business needs

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Call pop-ups, wrap-up codes, surveys and more in latest video
Call pop-ups, wrap-up codes, surveys and more in latest video

Your All-in-One Video tutorial for call pop-ups, wrap up codes and reports 

Having the right tools is vital to exceptional customer service. However, even if you’ve got the best call center software available it still needs to be configured to suit your team’s and agents’ personal needs. For example, call wrap-up codes are unique to each business and the type of reports your call center needs could be different from any other.

In our latest video we explain:

  • How the call pop-ups work with a new or existing contact,
  • How to upload a contact list
  • How you can send your callers to take a survey
  • How you can manage and configure your wrap-up and aux codes
  • How you can generate wrap-up and aux codes in a few easy steps

We develop customizations for your business needs

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3CX Webinars July 2022
3CX Webinars July 2022

First Come, First Serve. Reserve your spot for our upcoming 3CX Trainings

With 3CX pushing out quite a few new updates for 3CX V18 and the all-new 3CX StartUP, we found it was time to refresh your 3CX knowledge and know-how and give you the tools your successfully complete your 3CX Certification exams.

Make sure to register and reserve your spot as soon as possible.

We look forward to seeing you there!

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We develop any customized solution to fit your business needs

Centralized PBX Extension & Contact Management with Mr. VoIP Tools
Centralized PBX Extension & Contact Management with Mr. VoIP Tools

Centralized PBX Extension & Contact Management with Mr. VoIP Tools 

Use our HTTP API and manage all your 3CX PBX Extensions from one central dashboard. Save on admin time and effort and eliminate manual tasks by managing all your contacts and extensions from one place.

Your CRM, telephone directory as well as PBX extensions and contacts are all automatically synced and updated. Make an update to one and the rest will follow. No need to manually log into different systems and make changes and updates to each one separately.

The API utilizes resource-based URLs, status codes, methods (POST, DELETE, etc.), and JSON for requests and responses. Hence, making it easy to use HTTP clients in your backend for a powerful API interaction.

Add, edit and delete accounts of your PBX extensions. Create, edit and manage PBX extensions from the main console and send manual links, configuration files, and voice mail PINs. Use the softphone to modify auto-generated credentials and keep your customer records up-to-date.

Customize Each Account

Each user has their own unique needs. This tool allows you to customize each user account accordingly. Create unique meeting room names, personalized inbound call numbers, and 3CX meeting links. It’s easy and saves you loads of admin time.

  • Uses predictable, resource-oriented URLs.
  • Uses built-in HTTP capabilities for passing parameters and authentication.
  • Responds with standard HTTP response codes to indicate errors.
  • POST JSON Object/Array.
  • Highest level of security.

Read the manual.

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We develop any customized solution to fit your business needs

3CX API Integration for Call Recordings
3CX API Integration for Call Recordings

3CX API Integration with Mr. VoIP’s Call Recording API 

For a CRM Integration to be truly seamless and allow your agents’ productivity to reach an all-time high, they need to have the ability to access everything they need from one interface. Most agents prefer to do most of their work in their CRM system. Apart from customized CRM integrations for 3CX, Mr. VoIP also offer a 3CX API Integration specifically designed for call recording.

What does the 3CX API Integration do?

And what exactly does this call recording API for 3CX work offer? It enables your agents to access your 3CX call recordings straight from their CRM system. All or certain – according to your settings- call recordings are saved in your CRM from the 3CX server. This allows your agents to listen to past conversations, hence, increasing customer satisfaction levels as they are always aware of past interactions, in detail. Our 3CX API for call recordings allows you to keep timely and easy-to-refer to call details

Choose to record one-on-one calls or even conference calls with enforced security using HTTPI protocol.

Mr VoIP’s API does much more than standard call recordings. Via one easy-to-use portal this 3CX API enables you to manage, search, download, play, compress, archive, delete, and export your call recordings. Making recordings faster and offering superior call quality, manageable disk space and an MP3 file download option, our call recording 3CX API is packed with benefits.

  • Save call recordings directly in your CRM
  • Enforced security with HTTPI
  • Manage recordings from single portal
  • Manageable disk space
  • MP3 file download

Want to see it in action?

Contact us for a demo

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Customized 3CX CRM Integrations by Mr. VoIP
Mr VoIP's sales and support hours for the 2021 holiday season

Get more 3CX CRM Integrations with Mr. VoIP Tools 

3CX offers out-of-the-box CRM integrations, available with the PRO and Enterprise editions which you can easily Plug’n’Play them with 3CX. But what happens if you are running a custom in-house CRM or a CRM that’s not in 3CX’s supported list?

Running a PBX and a CRM that do not communicate between them is counter-productive. You’re forcing your teams and agents to manually add new contacts, log calls as well as dial numbers. They have to manage and maintain 2 separate phonebooks which could also mean they won’t always know who is calling them. Productivity and customer service will take a hit.

Put simply, it won’t work. Especially, when you run a call center with a large number of calls. What are your options?

You already know you want to use 3CX as your PBX. You also know you don’t want to have to switch your current CRM.

Simple. With Mr. VoIP you can get customized 3CX CRM Integrations. No matter which CRM you’re using we can integrate it with 3CX for you. So, if the reason you’re reluctant to make the switch to 3CX is the fact that your CRM is not integrated with 3CX then stress not. We’ll custom-build a CRM Integration for you – just get in touch with our team!

Contact us for your custom 3CX CRM Integration today.

We develop customizations for your business needs

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Customiz your 3CX Wallboard with Mr. VoIP
Customiz your 3CX Wallboard with Mr. VoIP

Customize your 3CX Wallboard with Mr. VoIP – Video

No two call centers are the same. Even if these call centers are in the same organization – they’ll still not be the same. Therefore, how can it be expected that they need to view the same data and information on their wallboards. It simply will not work.

This is where Mr. VoIP comes in as a 3CX add-on and can help you fully customize your 3CX Wallboard. From viewing agent, call, and queue status to wrap-up codes and more granular details for each department Mr. VoIP can help you set up a wallboard that truly works for you.

Watch the video to see some of the many advanced wallboard options we offer.

Also, take a look at our Do’s & Don’ts guide for Call Center Wallboards to make sure your wallboard is working in your favour and not against you.

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Access your 3CX Wallboard from Salesforce with Mr. VoIP tools
Access your 3CX Wallboard from Salesforce with Mr. VoIP tools

Easier Call & Queue Monitoring with a Salesforce Wallboard 

For all our partners and users who are using Salesforce as their CRM we’ve got an announcement to make!

You can now view your call center wallboard directly from your Salesforce dashboard. This new feature makes monitoring your team and calls just that much efficient. It also makes it easier for agents to stay informed and keep track of their overall performance.

View your call center wallboard from within your Salesforce CRM with Mr VoIP's Salesforce integration

What’s included: 

All data and information are displayed in real time and includes: 

  • Inbound queue calls 
  • Total number of calls made 
  • Calls in waiting 
  • Answered and abandoned calls 
  • Available and busy agents 
  • Talk time 
  • Average waiting & handling time 

Why use a Wallboard

Wallboards are vital for any call center. They allow you to make fast decisions based on real-time data, monitor SLAs, boost agents’ performance and increase team motivations. It enables the overall operations to work more smoothly and efficiently.

Having your wallboard accessible from within your Salesforce CRM just makes your life that much easier as data is accessible with the click of a button. Check out all the features our Salesforce integration has to offer.

Read more about the benefits and do’s and don’ts of your call center wallboard in our recent post.

Contact us for a live demo.

We develop any customized solution to fit your business needs

The do's and dont's of call center wallboards - everything you should know
The do's and dont's of call center wallboards - everything you should know

The dos and don’ts of Call Center Wallboards.

Before digging into call center wallboard etiquette let’s first establish what a wallboard is, why they’re needed in your call center and what benefits they offer to your teams.

What is a Wallboard?

A wallboard is a monitor that’s positioned in your call center in a place where it’s visible to all agents.It provides call center managers and teams with the latest information in regards to the operations of the call center. For example, you can display how many calls are waiting in the queue, how many calls were abandoned, how many agents are available, if the SLA has been breached and so on.

Why use a Wallboard?

Apart from the obvious which is for managers and supervisors to stay on top of things and always be in the loop about what’s going on in the call center, a wallboard will:

  1. Make data-driven, moment-to-moment decisions – by having key metrics displayed i.e. the number of calls waiting, the number of agents on a call etc. managers can make changes and adjustments on the spot according to the current situation and workload.
  2. Monitor SLAs – SLAs (Service Level Agreement) is a call center’s commitment to offer a certain level of service to its customers. It’s usually measured in ways such as the percentage of calls answered within X number of seconds. By having the SLA displayed on your wallboard you ensure that it’s not breached and maximize customer satisfaction levels.
  3. Motivate Agents – conveying real-time KPIs and statistics to all team members allows them to know where they stand and exceed their goals. By displaying queue performance and data they can immediately spot any gaps and improve performance.
  4. Boost Productivity – allow agents to take control of their productivity by giving them access to key data that will help them do so. When everyone wants to keep the metrics positive and they work together, overall productivity will increase drastically.

The dos and don’ts of call center wallboards

Most new technologies or gadgets can be highly beneficial. For example, your smartwatch. It’s awesome – it tells you the time, notifies you of incoming calls or messages, informs you of the weather… However, it can be very distracting and counterproductive when you’re in the middle of an important meeting and it tells you to start doing 20 jumping jacks.

The same applies to call center wallboards. If not used correctly and strategically they can be distracting or even cause feuds amongst team members. Let’s take a look how you can use a wallboard in the most productive way:

  1. Don’t overshare – abandoned calls, SLAs, calls waiting, KPIs, missed calls, available agents…. all this information can be confusing and stressful making it hard for your team to comprehend all the information at once. As a result, they lose focus, become stressed and demotivated.
  2. Share attention-grabbing data – choose the indicators and information that make sense to your supervisors and agents. The key here is to find the perfect balance between important and relevant details and attention-grabbing numbers that agents actually have control over.
  3. Use it to incentivize – a wallboard should not be used as a tool to whip agents into shape. It should be used to incentivize them to work towards achieving goals. Integrate factual real-time statistics that your agents can use to contribute to the overall call center goals and operations.
  4. There’s no wrong or right – a call center wallboard should display the data that’s most relevant and important to your business. There’s no wrong or right information to display. It depends on your business and how you want to involve your teams.

Customized Wallboard – The Most Effective Solution

So, you’ve now realized that your call center really needs a wallboard. And you know exactly what you should and should not use your wallboard for. And you also know that a wallboard should help your agents work towards achieving your business goals and call center objectives. What now?

Now’s the time to choose a wallboard solution that will work for you. And there are many options out there. So many that you’ll probably end up getting confused and not know which to choose. Some tips:

  • Find a wallboard that works with your call center software
  • Find a wallboard that can be fully customized according to YOUR needs
  • Find a wallboard that’s easy to use and manage
  • Find a wallboard that offers colour coding for easier viewing

A 100% Customized Wallboard

Mr VoIP’s wallboard add-on is completely customizable and works seamlessly with 3CX’s call center software.

3CX is an easy to use and manage communications solution which offers freedom of choice on deployment options, SIP trunks, IP Phones, headsets etc. Features include: Facebook & CRM integration, smartphone apps, website live chat, web conferencing and so on.

Mr VoIP specializes in developing add-ons and plugins for 3CX and offers a customized wallboard solution for your 3CX call center.

Get in touch for a free demo and consultation.

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Free 3CX Webinars - Sign up Now
Free 3CX Webinars - Sign up Now

Get your know-how on! Signup for our 3CX Webinars 

Knowledge is power! And the more knowledge you have the more you can sell! That said, we’ve scheduled our 3CX Q1 webinars for 2022. Click on the link to reserve your spot:

Why attend?

Once the trainings are completed you can sit the free 3CX certifications (Basic, Intermediate & Advanced). And with that knowledge in your pocket, you’ll be able to roll out many more installations, offer better support and increase your revenue!

Places are reserved on a first-come, first-serve basis so make sure to book yours soon.

See you there!

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