P-Series

New Update
New Features & Updates Jan 2024
Enhanced Omnichannel Messaging
01
Message Queue

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First of all…
About Yeastar Omnichannel
 Supported
Messaging Channels
Let’s Queue up

Customers’ requirements are diverse.

Consulting
Message Queue is a perfect way to
arrange all these appropriately.

• Messages queued for agent’s groups After-Sales

• Flexible channel to queue flow

- All messages to one queue
- Separate queue for each channel Complaint
• Shared workload & respond faster

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How We Use It

Create message queue

and assign agents

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How We Use It

Route SMS & WhatsApp

messages to message queue

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How We Use It
When a new message come in:

• All agents get notified

• Agent can check the “From” info
of the message before handling
• Agent need to click “Pick Up”
first to handle the message,
Otherwise, this message is
viewed only.

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Pick Up the Session

• The session will remain in the queue &

visible to all agents if not picked up.

• After picked up, the session will be only

visible to the agent who picked it up.

• The session will be out of the queue when it

is transferred.

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LIVE DEMO
02
External Chat Logs

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External Chat Logs

• Available to check & download

on Admin Portal

• Display the initial routing

destination of the inbound
message (extension / queue)

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Check Message Details

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Check Message Processing Details

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Download the Log You Need

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 Session_Record

Chat_Data_Record
Enhancement on Call Center Solution
03
Priority Queue

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What is Priority Queue?
When an agent is a member of multiple queues, calls waiting in a higher
priority queue will get delivered first.

Call_1 Queue_1

The agent will handle this call first.

Call_2 Queue_2

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Weight Settings for Priority
Priority of a Call = Queue Weight + Waiting Time (in Seconds) / Acceleration

Queue Weight
Set the initial priority of incoming
phone calls as they enter the queue.

Acceleration Weight of Queue

Increase the importance of a call the
longer the it waits in queue.

The larger the final number, the higher the priority.

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How It Works – Example 1
Let’s set two queues with the following conditions. Agent A is the member of both queues.

Queue Weight Acceleration

Queue 1 10 Disabled
Queue 2 8 Disabled

Call_1 Queue_1

Agent A

Call_2 Queue_2

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How It Works – Example 2
Let’s set two queues with the following conditions. Agent A is the member of both queues.

Queue Weight Acceleration

Queue 1 10 60
Queue 2 8 30

Call_1 (waiting for 60s) Queue_1

Weight = 10 → Weight = 11
Agent A

Call_2 (waiting for 120s) Queue_2

Weight = 8 → Weight = 12

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Rules How It Works – Example 3
Let’s set two queues with the following conditions. Agent A is the member of both queues.

Queue Weight Acceleration When the Call_1 has been handled by agent B or C,
Queue 1 10 Disabled agent A will be able to handle the Call_2 even the
Queue_1 has a higher priority.
Queue 2 8 Disabled

Call_1 Queue_1 Agent B Agent C

Call_2 Queue_2 Agent A

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Use Cases & Benefits

Common Use Cases

• Prioritize calls from emergency hotlines

• Prioritize VIP calls
• Prioritize calls with longer waiting time

Benefits

• Allocate agent resources more efficiently

• Enhance overall customer experience

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04
Missed Call
Disposition
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Queue Call Logs

Call status tracking for agents

Newly added Queue Call Logs.

Enable agents to easily track queue Processing Result

call logs & label the follow-up status Dealt

of missed calls. Dealing

✓ Practical Call Log Filters Dealt

✓ Drop-down Call Labeling Dealing

✓ One-click Call Back Not Deal

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Queue Missed Call Disposition

• Easily label the Processing Result of a

missed call with drop-down options:

Not Deal Dealing Dealt

Processing Result

• Call labeling log in one view: by whom Dealt

and when Not Deal

• Customizable permission for each Dealing

agents to visualize and set status

• Supported on Linkus Web/Desktop Client

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05
Reports & CDR
Optimizations
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List of Optimized Reports

• Agent Performance
• Agent Call Summary
• Agent Missed Call
• Agent Pause Activity

• Queue Performance
• Queue Performance Activity
• Queue AVG Waiting & Talking Time

• PBX Call Activity Initial “Trunk Activity” Report

• IVR Report New

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What Are Improved
More performance metrics & more intuitive to analyze
Example: Related queue and agent data in Agent Performance Report to avoid back and forth searching.
For more details optimization info for each report, please check Release Note.

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Other New Updates
06
Other Features

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Voicemail Announcement
Scenarios

• Attorney Office, Clinic, etc.

• Handle Clients’ Voicemails Directly
• Urgent Issue Arrangement

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Voicemail Announcement

Set on-call group voicemail notifications

and never miss an urgent message.

• Listen & call back directly from the

notification call
• Up to 5 notification contacts & notify in
sequence
• Require Enterprise Plan

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Call Recording to FTP
Backup Your Recordings - Call Recording to FTP

• Automatic download via scheduled

one-time or recurring tasks
• Flexible data scope (by timeframe, up
to 31 days) for each download

• Support FTP/FTPES protocol

• Support max. 200 tasks
• Available on PAE & PSE

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Busy Camp-on
About Busy Camp-on
⚫ NO ANSWER
⚫ BUSY

Ext. 1000 Ext. 2000

Call Back will be activated by Busy Camp-On when Ext. 2000 is available.
(Internal Calls Only)

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Busy Camp-on Feature Code

Enable Busy Camp-on

Feature Code *79 + Ext.
Disable Busy Camp-on
Feature Code *079 + Ext.

Tips:
Busy Camp-on record
keep time is 1 hour.

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Digital Value, Delivered.

THANK Y U

www.yeastar.com 2024