HUD Feature Descriptions
Instant Message (Chat)
Employees can send instant messages on your own private chat network. This feature is perfect for companies that have turned off external chat as a time-saver and call centers that want to text-whisper to agents while on the phone. All chat messages are encrypted by industry standard SSL 128 bit encryption.
Chat with your external Google contacts directly from within HUD. Users are able to either add a single Google Talk contact, or import their entire Google Talk contacts into HUD.
HUD just got a facelift, errr a face. Once a user uploads their photo via the Web User Panel, you will now see their gorgeous mug whenever you interact with them in HUD (calling, conference, voicemail). In addition, we now support the Outlook 2007 photo feature to show pictures for calls to/from external numbers.
Wherever you HUD, there's your voicemail! The new visual voicemail component enables users to play, delete, and flag their voicemails, in addition to calling the user back, initiating a chat with the user, or adding the user to Outlook. HUD Voicemail also supports Photo Caller-ID, allowing you to see that befitting smirk while they are yelling at you.
Mouse over a contact to show their name, photo, and other contact details
When your extension rings, an optional desktop alert displays, informing you of the call and Caller ID. Desktop alerts show the names of people calling your extension for Caller IDs stored in your Outlook contact database. You can also display this alert when making outbound calls.
Instantly place a call by selecting a phone number in any file or application and dragging it into HUD.
Call Transfer to Voicemail
Transfer an incoming call directly to your own voicemail when you’re busy with another call.
Call Transfer to Hold
Place calls on hold by transferring them to your on-hold area when you need to take another call.
Inbound Calling: When your phone rings, the Caller-ID will be analyzed against your Outlook Contacts. If a match is found you will see the person’s name pop-up!
Call from your Inbox:
Right-click on a contact or email message to call. Your phone rings and you’re connected!
Contact Import: Users are now able to import all HUD Contacts into their Outlook
Outlook 2003 or above is required
Place a call directly from HUD by typing in the desired phone number and clicking "Call". HUD will call your extension first, and then connect you to your outbound call.
Color-coded Call Status
See what the status is of your coworkers with HUD’s color coded call status:
- Green - Inbound/outbound call
- Orange - Queue call
- Purple - Intraoffice call
- Grey - Unregistered
Mobile presence provides a visual presence to other HUD users when a contact's cell phone is connected to the system. Users are prompted with the Busy Ring-Back dialog when attempting to call a contact who is on their mobile.
Busy Ring-Back (camping)
Trying to call someone (using HUD) that is already on a call? You will now be given a choice to call them back when they are free, leave them a voicemail, or just be pushy and interrupt them right away, dang it, because that’s just the way you roll.
Transfer a Call to your Mobile
Ever been stuck on a call but you need to leave the office? You can now take the call with you by transferring the call to your own mobile phone!
Ever need to know who was on a conference call quickly? With the visual Conference Component users now are able to see the all the participants in a conference bridge, in addition to the option to kick, mute, record, email, and chat with other participants in the bridge.
Click to SMS
Ever need to send a quick note to a co-worker on their mobile phone? Save time and do it from directly from HUD. Send a one-way SMS by right-clicking on your desired contact in the Contacts component and selecting "Send SMS".
Click the email icon to easily send an email to any employee in your company. The email address will be pulled from your PBXtra company directory.
Click-to-Call Mobile Phone
Click the mobile phone icon to instantly call any other employees on their cellular phones. The phone number is pulled from your PBXtra company directory.
Need to quickly know which employees are on the phone? HUD sorts your extensions in "continuous" mode, so you can always have your active callers at the top of the list. Perfect for managers who need visibility into employee activity levels.
Drag-and-drop Call Transfer
To transfer calls to any extension, voicemail box, on-hold or parking area, simply drag the call with your mouse from the call status area to the desired location.
HUD provides all employees the ability to view calls that are currently parked; tag parked calls with reminder notes; and drag calls between extensions, on-hold areas, and the parking area.
For maximum efficiency, organize your display by departmental groups that mimic the way you operate. Simply build a group and start dragging extensions into it.
HUD provides your organization with a full-featured operator panel, including unlimited on-hold and parking areas for every employee and easy tools for managing and transferring calls.
Managers can see which agents are logged in and out of their queues.
Agents can view their own login/logout status and log themselves in and out of their queues. Managers can also log agents in and out with a click of the mouse.
On-the-Fly Call Recording**
HUD provides your employees the ability to record their own calls with the press of a button. Call recordings capture agent name, agent extension, date, time, and file size. HUD also comes with an extensive permission system that lets you decide exactly who can record their own calls and who is allowed to record others’ calls. HUD is critical for quality control within your call center!
HUD gives supervisors the ability to actively listen to or passively monitor any inbound or outbound call. HUD also comes with an extensive permission system, so you can grant a specific group the ability to barge/monitor another specific group.
Initiate a web search or CRM lookup based on caller’s Caller ID and know all about the caller before you pick up the phone. When you have trixbox Pro Unified Agent Edition, you will even be alerted of the deal size before you pick up!
Server Side Chat Logging**
All Chats can now be logged by your HUD server.
Queue Summary Component**
The Queue Summary component shows a list of all queues on your server. You will have access to at-your-fingertips data such as number of calls holding, abandon rate, completion rate, number of agents on queue calls, number of agents logged in, and total number of agents belonging to the queue. Managers will also be able to view and poach holding calls.
Queue Detail Component**
The Queue Detail component provides you a more detailed perspective on an individual queue. You will have access to real-time stats such as: abandon volume, abandon rate, complete volume, complete rate, and estimated hold time. The all-new agent view will show you a dynamically sorted list of the agents in that queue giving managers the ability to record, barge, or log agents in/out of the queue directly from this screen. Managers will also be able to view and poach holding calls.
"No one is Answering" Alert**
Never abandon another queue call! After the queue has rung all available agents once, a "No one is answering this call" Desktop Alert appears on all participating managers or agent desktops visually alerting them that a caller is holding. This alert will display the holding time of the call that is not being answered.
Abandoned Call Alert**
Be proactive by receiving abandoned call alerts in real-time. When a queue call is abandoned participating mangers or agents will receive a Desktop Alert informing them of such.
Agent Broadcast Alerts**
Managers now have the ability to send out broadcast messages to their agents. Get them to work harder or give them the day off, the power now rests in your click finger.
Reset Queue Stats**
Users have the ability to reset queue stats, either from the Queue Summary component or the Queue Detail component.