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Runetel Documentation

website·Indexed 32 days ago

https://doc-cp.runtel.ru

Technical guides and FAQ for configuring call routing, including IVR, call queues, voicemail, and integrations with Retail CRM and Bitrix24. Covers dial plan elements such as geo-routing, VoIP gateways, and automated call starts for Basic and Call Center domains.

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What's inside Runetel

  1. Overview of PBX Reference Directories

    The Reference (Справочники) section is used to configure additional PBX options and shared data entities. Key directories include:

    • Integration & Connectivity: Traffic Collector channels, VoIP gateways, and Device/Service bindings.
    • User & Org Management: User groups, Roles (permissions), Organizational structure (departments/positions), and User statuses.
    • Call Routing & Media: Phone number lists, Audio files, Playlists (for hold/IVR), and Number rotation/masking templates.
    • Customer Interaction: Dialogue scripts, Survey forms, Detalization forms (for CTI/Journals), and Knowledge Base.
    • Communication Tools: Address books for IP devices, Domain notification templates, and Chat-specific tools (Quick answers, Themes, and Result variations).
    • Analysis & Storage: Search phrases for call transcription, File storage, and Custom fields for account objects.

  2. Overview of the Number Masking module

    The Number Masking module is used to facilitate calls via masking, typically by using an intermediate number to organize communication between two parties (such as a customer and a courier service) without revealing their direct phone numbers. This feature is available in 'Base' and 'Call Center' modes, provided the 'Number Rotation' option is activated in the service plan.

  3. Overview of the Notifications Module

    The Notifications Module is used to create alerts for internal domain users and external contacts. It is available in 'Base' (Базовый) and 'Call Center' (Колл-центр) modes, provided that the 'Automatic Notifications' (Автоматические оповещения) option is activated in the user's tariff plan.

  4. Overview of Custom PBX Integration

    Custom integration allows a virtual PBX (ATS) to connect with applications not listed in the Marketplace. It enables business tasks such as handling incoming calls, saving call history, listening to recordings, popping up customer profiles, making outgoing calls from a CRM, and managing PBX user statuses. The integration is based on an exchange of messages via HTTPS POST. Both the PBX and the Application must be able to receive and generate messages. All requests to the PBX must use the HTTPS protocol and be initiated from the Application server.

  6. Overview of Skillaz HR system integration

    Integrating the Skillaz HR system allows users to identify incoming callers, make and receive calls directly from the CRM, and view call history with options to listen to or download recordings.

  7. Overview of Domain Settings configuration areas

    The Domain Settings section allows administrators to manage key and granular domain configurations. The available configuration areas include:

    • General Settings: Recording, conversation statistics, call interceptions, and call transfers.
    • Authentication: Integration and authorization settings for Active Directory, Azure, ADFS, and KeyCloak.
    • Rental Management: Modules for device rental and the rental of available operators from queues.
    • Queue Management: Automatic calculation of employee positions in standard and omnichannel queues based on load.
    • Notifications & Templates: Creation and configuration of technical notifications and voice templates.
    • Customization: Personalization and styling of the cabinet (available for 'Basic (2)' and 'Call Center (3)' domain modes).
    • System Logic: Event processing (Processes) and external PBX extensions.
    • Interface & Channels: General settings for the CTI panel, omnichannel configurations, and Telegram bot subscriber lists.
    • Privacy: Rules for the Number Masking Module.

  8. Overview of the SL by Employee report

    The 'SL by Employee' report provides performance metrics regarding service levels for individual staff members. It allows administrators to analyze how many calls were answered within the defined Service Level (SL) threshold and track general call handling statistics per employee over a selected time period.

  9. Overview of the PBX CRM System

    The CRM system is a paid module within the PBX (АТС) that requires a separate platform license. It provides a centralized interface for managing business relationships through several key sections: Companies, Contacts, Events, Dynamic Fields, Event Calendar, Activity Grouping, Activity Journal, and CRM Settings.

  10. Overview of Queue Analytics report

    The Queue Analytics report allows for the analysis of calls handled by call center queues. Note that this report only processes call center data; calls made outside of a call center environment will not be displayed.

  11. Overview of system plugins and their roles

    The system core consists of five specialized plugins that handle requests from client interfaces and media server interaction subsystems. These plugins can be deployed on any host within the platform cluster.

  12. Overview of the Automatic Dialer module

    The Automatic Dialer module provides tools for managing automated calling campaigns and viewing package processing details within the CRM. Key functional areas include managing dialer tasks, monitoring active calls, reviewing package processing details in the CRM, generating dialer reports, and organizing dialer groups.