Call Centre Features

Below is a list of Call Centre features for PBXact.

Note that some of these features are already included in the base PBXact software. Others require the purchase
of the Call Centre License bundle as described in the table below
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Feature Included with base Requires Call Centre Description WebGUI menu item
PBXact appliance License

Call Processing

Interactive Voice Response Yes N/A Create 1 or more IVRs Modules > Applications >
(IVR) ("Interactive Voice IVR
Response" systems or Auto
Attendants) to route calls
and play greetings to
inbound callers. You can
then route calls to the IVR
and play a recording
prompting callers what
options to enter, such as
“press 1 for sales and press
2 for the company directory.”
An IVR can also route calls
to another IVR, or in other
words, a sub-menu.

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Call Queuing (ACD) Yes N/A Call queues are useful when Modules > Applications >
you have more callers than Queues
people available to answer
calls. Callers placed into a
queue will hear music or
advertising until someone is
available to answer their
call. Features include:
Queue Priority to prioritizes
specific caller groups over
others, automatically move
longer waiting customers to
roll-over queues, Caller-ID
Name prefixing, multiple ring
strategies and agent
announcement.

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Time Conditions Yes N/A Time conditions are often Modules > Applications >
used to control how the PBX Time Conditions
routes calls during business
hours vs. outside business
hours.

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BroadCast / Outbound No
dialing (Xact Dial)
Yes Automated Outbound Modules > Applications >
Dialing for outbound call Broadcast
centers. Upload CSV files,
schedule outbound calls,
route calls based on human
or answering machine.

*While this module can be

used for outbound dialing
and can perform call
progress analysis (for
instance detection of live
response vs answering
machine), this module is not
a predictive dialer.

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Outbound Call Limiting No Yes Prevent Overdialing- limits Modules > Connectivity >
how many times a specific Outbound Call Limiting
phone number matching an
outbound route can be
called during a certain time
period.

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Appointment Reminder No Yes Automate appointment Modules > Applications >

reminders by scheduling Appointment Reminder
outbound phone calls to
customers where the
recipient can cancel, confirm
and/or reschedule
appointments. CSV File
upload makes it easy to
insert lists of phone
numbers to make outbound
calls to. The feature will
also allow you to control call
rate limiting, retry attemps
and other You can schedule
a future appointment
reminder so that the system
can call/email the person(s)
and remind them of an
appointment.

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Pinset Pro No Yes Provides greater flexibility in Modules > Settings > PIN
the deployment of security Sets
Pin Codes, allowing system
administrators to assign Pin
Codes directly to extensions
and granularly control per
extensions which outbound
routes are allowed to be
dialed without pin codes.

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Customer Facing
 Music-On-Hold Yes N/A Play music and Modules > Settings > Music
announcements to callers on Hold
waiting on hold in the queue
waiting for the next available
agent.

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Caller Announcement Yes N/A Play the position of the Modules > Applications >
caller waiting in the queue. Queues

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Queue CallBack No Yes 1) Allow callers to optionally Modules > Applications >
(Queue Pro) hang up their call and have Queue Callback
the queue hold their position
in line, saving them time and
frustration. The system will
automatically call the person
back and transfer the call to
an agent when the held
position is considered the
next in line.

2) Ability to set different

destinations for different
types of unanswered calls.
3) ability to route both the
agent and the caller to any
destination after hangup of a
queue call. For example,
you could send the caller to
a post-call survey after the
agent hangs up the call.

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Web CallBack No Yes Allow visitors to your Modules > Applications >
website ability to leave their Web Callback
phone number to receive a
call back from an agent. An
HTML call me box is placed
on your website with a field
for visitor to enter their
phone number.

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Call Center Agents

Softphone and UC client
Zulu UC Desktop Integration
Yes N/A Desktop Integration
including softphone
(includes agent chat), click-
to-call from CRM, screen-
pop from CRM.
Modules > Admin > User
Management
(software download required
for end users)

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IP Desk phones Buy separately N/A Sangoma offers a line of IP Sangoma IP Phones
Phones dedicated
exclusively for FreePBX and
PBXact, featuring Zero-
Touch Auto-provisioning and
built-in PhoneApps. Many of
the PhoneApps are tailored
specifically for Call Center
staff and agents.

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Monitoring

Call Recording Yes N/A Record calls through the Modules > Applications >
standard ACD Queue Queues
functionality.

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Reports

Queue Reporting No Yes All Web GUI driven, choose Modules > Reports > Queue
(Q-Xact) from standard Queue Reports
Reports or built your own
Queue templates to run and
collect advanced call center
metrics.

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Call Recording Reports No Yes View, sort, listen to, archive, Modules > Reports > Call
and download all recorded Recordings
calls on your system.
WebGUI driven feature.

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Included Features when PBXact system is paired with Sangoma IP Phones

Call Recording Phone App Yes N/A Managers can record calls Sangoma S500 Display
directly via dedicated button
and GUI.

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Queue Phone App Yes N/A Managers can directly Sangoma S500 Display
interact with the display of
their IP Phone to quickly
view Call Center metrics,
such as: Callers, Logged in
Agents, Hold Time,
Abandoned calls. Managers
can also pause, login /
logout agents from queues.

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Hot Desking Yes N/A Agents can log into any Sangoma S500 Display
phone using the "Login
/Logout" feature and all their
features pull directly to that
phone.

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Queue Agent App Yes N/A Agents can login/logout of a Sangoma S500 Display
queue and pause using GUI.

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