What is Sonata Recording Management?

Sonata Recording Management is a software through which you can manage the recordings of your PBX. With Sonata RM you have the following options:

Panel

In the Main Panel, the Agent can observe his last calls, the Supervisor can see the last calls of his Team, and the Administrator the last calls of the system. It is also possible to manage Flag, Reference and Note, as well as listen to the recording. Only the Supervisor or Administrator can qualify the call.

Flag

It is possible to catalog the type of call using different color flags associated with different texts. These allow us to search for calls by flag type, for example Green Flag -> Sale, Red Flag -> Support, etc.

Team

With Sonata RM you can group the Agents by Team, that way only the Supervisor is allowed to see the recordings of the Team to which it is associated.

Advantages of VoIP. One advantage of VoIP is that the telephone calls over the Internet do not incur a surcharge beyond what the user is paying for Internet access, much in the same way that the user doesn’t pay for sending individual emails over the Internet. There are many Internet telefono applications available.TelefonoOnce enabled, the follow me feature will direct calls to alternate extensions/external destinations (such as mobile or landline) should a call persist (ring) longer than the defined number of seconds in telefono system. At first, the system will ring the initial extension for the defined number of seconds (we recommend 15 seconds). Once the defined duration expires, the system directs the call to ring the extension(s) and/or external destinations listed as follow me numbers. The call can be accepted or rejected by an external device (such as a mobile phone) without the caller having knowledge of this. A rejection will ultimately send the call to the first (original) extension’s busy voicemail*.

This feature ensures that a caller will never reach an external device’s voicemail system. This is extremely beneficial because this ensures that follow me destination voicemails (such as a mobile user’s personal voicemail) is never reached. Keep in mind that once a call is answered on an external device, it cannot be transferred back into the system (e.g. to an extension, ring group, call queue, etc…).

*The phone system is capable of routing the final (unanswered) call to many different destinations (such as voicemails, other extensions, IVR’s, call queues, and more). This is an advanced feature of follow me and requires additional configuration.

Music on hold is a feature which plays music to callers who have been placed on hold or are currently in a call queue. The music can be customized to play music pertaining to the demographic base of the callers, or simply present the callers with a number of custom recorded messages relating to the potential nature of the call.

An example of this would be to record a message which can then play every X seconds indicating that the call is “important to us and will be answered in priority sequence”.

Another option is to record a message which can be played to callers to inform them of a potential issue which has been made aware (e.g. “we are currently aware of the escaped monkeys and are working to apprehend them. If this call is not concerning the ravenous monkeys, then please continue holding”).

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