Options

While not directly related to the operator’s GUI, many background settings are not relevant for the proper functioning of the system. On this page you can find some of the many configuration options included with talkbase, rendering it very powerful while still keeping it easy to manage.

Notifications and music

Talkbase can be configured to play different WAV files for queued calls. These settings are available for every main number and are specified by the administrator. When a call comes in, talkbase first plays the announcement, followed by music, which is interrupted in preconfigured intervals for playing any notifications, if desired. All of these sounds are interrupted immediately when an operator answers the call.

Music on hold

In addition, a WAV file can be uploaded for each main number by the administrator for use as music while calls to that main number are being held.

Main number opening hours

Daily opening hours are defined globally for every main number. Outside the morning and afternoon hours, incoming calls are transferred to midday or night destinations. When too many calls come in during opening hours and the queue is filling up, calls might be redirected to the overflow targets. Either phone numbers or WAV file can be specified.

Forwarding rules for holidays

Talkbase also takes account of special opening hours, for instance for public holidays or company holidays. Special opening hours are set up by the administrator and take precedence over the daily setting.

Pause function for operators

A pause function is available for stopping the assignments of calls to an operator’s workstation. While operators can still make calls and also pick calls from the queue while paused, their pause status is propagated all over the talkbase system, showing up in the status information and also contributing to statistics reports.

Customizable key shortcuts

Hotkeys are configurable for all common operator functions. If properly configured, they prevent extensive use of the mouse and help to reduce the overall call handling time. Configurable hotkeys are also available for dialing or blind transfer to special phone numbers of the directory entries, such as mobile phone, home phone etc.

Active Directory based user management

Stay in control of talkbase logins and roles, with Active Directory as talkbase user management. Simply assign Active Directory users to one or more of the Active Directory talkbase groups, in order to enable them for different talkbase roles. Available groups are admin, super operator, operator and user.

Multilingual (English and German)

The talkbase display language automatically adapts to the browser language, whereby English and German are supported. In addition, the automatically detected language can be overridden in the user’s profile.

Single Sign On with Active Directory

Tired of authenticating all the time? Not a problem for talkbase. Switch on the built-in Single Sign-On feature for your talkbase installation. This enables your users to access talkbase without the login screen.

Automatic login

Even if not using Single Sign-On, talkbase can remember the most recent logged-in user through its remember me function. Checking the Automatic Login checkmark on the sign-up screen activates this functionality, and no further login is required thereafter. Note: this functionality requires that cookies are enabled.

WebRTC (no client required)

Turn your browser into a telephone with WebRTC (Web Real-Time Communications)! Talkbase fully includes WebRTC support for its operators, thus leaving the conventional Skype for Business client available for private operator calls. Access talkbase from wherever you are, in your office, at home, on your computer or on your tablet. All you need is a browser and a headset; no client-side installation is required at all.

Personal logbook

The last 100 operator calls are available for lookup in the personal logbook section, which displays the date and time of the call as well as the caller and to whom the call was forwarded, if applicable. Operators use the logbook for calling back after missed calls, or for further investigation and handling of the caller’s requests.

Modify call forwarding settings of users

Depending on the talkbase edition, the call forwarding information of users may be modified by the operators. Simply editing the provided information field redirects the user’s client to anew destination, or completely cancels it.

Template-based notifications by e-mail

Templates for e-mail messages can be configured by super operators for individual purposes, such as callback e-mails, for example. This avoids having to re-type similar e-mails all the time and also offers the opportunity to include placeholders for context-sensitive replacements.

From the logbook, and also from the search results, operators can use the e-mail icon to select one of the predefined templates. After selection, the outlook client is opened with the template, and the placeholders are replaced with values from the current context.