Mobile Queue

CELLpanion’s Mobile Queue enables users to login to the call center queue from their mobile phone and control their Ready / Not Ready state. This unique capability enables mobile workers to dynamically join the queue at any time and decide when they can answer calls that are queued. Managers can deal with peak calling periods by utilizing mobile staff at a moment’s notice to handle a higher than expected influx of calls. And mobile workers can be more productive during their downtime between jobs by logging into the queue temporarily to assist the call center.

CELLpanion is designed to work with your existing PBX phone system and cellular phones. By integrating with the PBX’s ACD queue, Mobile Queue ensures that the mobile agent calls are included in the statistics in the existing call center reports. This seamless capability gives management immediate oversight of not only the ACD calls handled by the mobile workers, but all inbound and outbound mobile phone call activity and the amount of time each mobile worker was logged into the queue.

Mobile Call Detail Reports

All inbound and outbound calls on the mobile phone have associated detail records (date, time, caller id, dialed digits, duration) that are stored in the central SQL database. This allows management to oversee mobile phone call activity using the same detail and summary reports they use for office phones.