call handling

Talkbase comes with a variety of features supporting operators in their work. Talkbase covers all the essentials of a modern attendant console and offers a variety of features relating to receiving and transferring calls. All the features have been developed in close collaboration with operators to ensure an easy-to-learn and powerful console.

main numbers

Talkbase supports partitions for multiple main numbers and offer larger organizations the possibility of customizing their incoming call lines. To support visual identification, our attendant console offers unique features to color code incoming calls from various main numbers throughout the entire user interface. To ensure smooth operation of your business, talkbase gives you the option to prioritize calls from specific main numbers. Never miss calls again from business-critical lines and give your customers the attention they deserve.

Operator Groups

Talkbase lets system administrators customize up to six operator groups per main number. Each group is treated as a separate unit of operators. If all group members of a specific group are busy or paused, calls are routed to the next operator group. Predefined overflow criteria for each group allow smooth call management across all groups, steering queues and transitions when thresholds are reached. Skill-based routing is achieved with specific user roles across multiple operator groups and main numbers.

Automated Call Distribution

Incoming calls are automatically routed to pre-defined operators. However, call distribution is a science and many important factors come into play:

  • Dialed main number and priority
  • Opening hours and the associated redirection targets
  • The composition of operator groups
  • The availability of the operators
  • The call assignment process
  • Overflow situations and overflow targets

Main numbers and operator groups significantly contribute to the automated call distribution process and determine call delivery. Talkbase scans the console for opening hours and other criteria before routing and redirecting calls according to the predefined call assignment methodology (parallel ringing or longest idle time). If no operator is found and no assignment is possible, calls are queued.

Answering calls

Incoming calls pop up on the operator’s user interface and can be accepted on touch screens, with hot keys or with just a click.

Calling Queue and Call Picking

Talkbase operates with a visual call queue, displaying each call’s status and the corresponding main number along with the caller’s number and the time spent in the call queue. This visual input is crucial to ensuring the availability and quality of service of your operators.

Calls with the highest priority and which have been waiting for the longest time in the queue are assigned first. However, it is within every operator’s judgement to select and prioritize specific calls even if on hold or paused or busy with another call at the same time. Deselected calls are automatically put on hold.

Automatic caller identification

Incoming calls are automatically looked up in the talkbase directories and matched with existing entries. In case of a match, caller information is enhanced and visualized for our operators.

Initiating calls

Dial numbers straight from the search results within your directory by selecting phone numbers from the pop-ups. Configurable hotkeys allow swift call initiation and save valuable time.

Direct dialing

If no results are generated by a directory, our direct dial option allows our operators to initiate a call at any time.

Consult calls and blind transfers

Talkbase supports both consult calls and blind transfers with just a talkbase_consult calls transfersclick. Unanswered consult calls can be turned into blind transfers to give our operators maximum flexibility.

Holding Calls

Putting calls on hold is a common task for operators, and is mainly used to respond to new calls while putting already answered calls on hold. If no other calls are on hold at the same time, our GUI shows call details with an “on hold” watermark.

Held calls also show up in the calling queue for each operator. These calls are not visible to other operators and indicate call types and corresponding main numbers with specific visual references. Held calls can be resumed at any time.

Parking Calls

Parking is similar to holding calls with the difference that parked calls are also visible to other operators. This allows cross-functional cooperation within teams and enables other operators to resume parked calls if necessary. Parked calls do not block operators and allow new call assignments if initiated.

Toggling between caller and callee

When toggling between caller and callee, talkbase manages the relationship between the three parties involved: the caller, the callee and the operator. In order to help our operators manage the toggling of calls, we built a special user interface to stay on top of the game.

Switching back and forth between callee and caller has never been easier with our toggling button.

Recall on no answer

Transferred calls which are not answered within a preconfigured time period are returned to the same operator again. Enriched with important information, these calls are returned by talkbase to the same operator, thus avoiding frustration from callers and making sure that the same operator is assigned to assist and support the customer.