Software FAQ:

Q: What capabilities do the Contact Centre Software has?
A: Complete inbound and outbound capabilities including Predictive Dialer, ACD and IVR system, Voice Logger, and pre-integrated database, CRM and reporting capabilities.

Q: How many agents can be used on a single setup?
A: From 5-100 agents on a single setup.

Q: Does this software works with VoIP (Voice over IP) or TDM?
A: We are equally adept with both. We have deployed our solution at both, VoIP, as well as TDM, based contact centers.

Q: If I need only a predictive dialer with reporting and CRM capabilities for my outbound campaigns. Is it possible?
A: Yes, it is possible. You can go for individual components, or a set of components which you need.

Q: Is it possible to use both soft phone and normal IP phone with this software?
A: Yes, it is possible. You can use both the soft phone and IP Phone with this software.

Q: Do you provide hardware components like IP Telephony hardware?
A: We are authorized distributor for Sangoma, Xorcom and Digium in Bangladesh. We do provide Digium cards.

Q: Do you have your own call centers set up?
A: We are a Contact Center Solution provider and Value Added Reseller. Our mother company Windmill has a 120 seats call center setup, which is running through our software solution. Windmill is doing process for Square, Unilever, Marico, Samsung and others.

Q: Is the software can be installed remotely?
A: The entire installation and configuration can be done remotely via the internet.

Q: How the software pricing is done?
A: We have 3 ranges of products. High, Middle and low cost products. You can get each and every types of software solutions including all the features.

Headphone FAQ:

Q . I can't decide which headset I will like...how do I choose?
A headset can be a very personal decision, much like a hair style or an item of jewelry. To decide what is best for you, think about what you like to wear.
If you can't stand wearing a hat, go for an "on-the-ear" style. If you wear eyeglasses, choose a very thin headset. If you prefer quality then the classic "over-the-head" will be best.

Q. I work in a noisy area. Which headset should I choose?
A. Nine times out of ten, I will recommend Binaural or the Monaural headsets for noisy areas.

Q. What is the correct placement of the boom microphone?
• The microphone tip should be pointing toward your mouth.
• The microphone should be slightly off to one side of your mouth and one to two fingers width away from your mouth.
• Once your amplifier gain is set, for consistent results always adjust the microphone to the same location relative to you mouth. As with any headset microphone, small changes in distance result in large changes in volume.

Q. People complain I don't sound right or that I sound distorted, what can I do?
1. Check that the microphone is placed correctly. The Noise Canceling microphone rejects sound from the side and back, so if the white dot is not placed correctly you may be partially canceling your voice and result in distorted output.
2. Check the telephone amplifier gain setting; it may be set too high.

Q. Why do I need an amplifier to use my headset?
The amplifier box matches the headset signal levels to those needed by the phone you connect to. Since manufacturers vary phone connections and signal levels, the amplifier compensates for these differences.

Q. What should I do if the headset does not work?
1. Check the headset connection to telephone amplifier
2. Confirm that the batteries of telephone amplifier are properly set.
3. Check that the compatibility of telephone amplifier is properly positioned as offered manual.
4. Verify that the headset/handset button is down for handset use.

Q. What should I do if the Caller voice is low or distorted?
1. Adjust the listening volume control on telephone amplifier
2. Check that the battery light is low in LED indicator.

Q. What should I do Callers can't hear me, but I can hear them?
1. Check that the Mute button of telephone amplifier is pushed down.
2. Make sure that the microphone is properly positioned, about one inch from the corner of your mouth and level with your chin.
3. Adjust the microphone volume switch on the bottom of your amplifier.

Q. What should I do Callers can hear unclear or far away?
1. Make sure that the microphone is properly positioned, about one inch from the corner of your mouth and level with your chin.
2. Adjust the microphone volume switch on the bottom of your amplifier.

Q. If the Callers can hear background noise?
Decrease the microphone volume level until it is disappeared.

Q. How the Right Headset Affects Call Center Productivity and the Bottom Line
Call center metrics: it's all about the bottom line

Most call center managers understand that background noise isn't good for business, but they may not always realize the enormous losses it can cause. When you're dealing with a large volume of calls, every fraction of a second is worth a great deal of revenue. In order to maximize profits, the average time a call center individual spends with a customer, known as Average Work Time (AWT), Average Handling Time, or Average Talk Time, must be closely monitored.

When customers and call center staff have to repeat themselves due to background noise, businesses lose money in many ways, including:
1. Increased long-distance charges
2. Decreased employee output
3. Customer dissatisfaction

When many call center individuals encounter background noise, they exacerbate the problem by raising the volume on their headsets. Not only does this action distort the signal, it also creates what is known as "temporary hearing fatigue" (or "temporary threshold shift"). This industry concept basically means that when your reps are exposed to loud sounds for extended periods of time, their hearing (and therefore their productivity) will suffer by the end of the day.

Additionally, when employees crank up their headsets' volume, they will naturally speak louder, thereby increasing background noise, which leads co-workers to increase their headsets' volume and speak louder (thereby further increasing background noise)... until eventually customers can't distinguish between background noise and call center attendants' voices.

How the headset remedies the problem
Call center managers don't have to take a combative stance with background noise, because they can eliminate it very easily. All they need to do is equip their staff with well engineered headsets. A superior-quality headset offers any number of the following features that ensure that employees and customers can be heard.

Noise canceling
Microphones on lesser-quality headsets deliver whatever sound is in the immediate environment. This includes background noise as well as voice transmission. Better headsets, however, are equipped with noise-canceling microphones that significantly attenuate many different kinds of noise, from both near and far, allowing you to better concentrate on your call.

Compression
As call center workers can tell you, the sound characteristics of every call are different. Sudden shifts in decibels levels (also known as "spikes") are an annoyance to both sides of the conversation. The amplifier that comes with a well-made headset compresses sound to a constant level in order to deliver constant clarity.

Quick disconnect
This feature allows call center attendants to walk away from their desks to disconnect from their workstations, but not from the call itself. Without the convenience of quick-disconnect cords, consulting with sources across the room requires them to end the conversation, hang up, and call the customer back later, thereby incurring more charges and increasing AWT (that is, again, Average Work Time).
Quick-disconnect cords also significantly reduce After Call Work (ACW) time since employees can leave their headsets on when performing non-call duties. Many of the headsets sold by have quick-disconnect cords.

Binaural headsets
Sometimes it's good to have one ear exposed when you work in a call center. If your sales folks commonly consult fellow workers, for example, they don't want to be closed off from their environment. But if the majority of their contact is with customers, binaural (versus monaural or one-ear) headsets will significantly increase call clarity, and the ability to consistently get (and convey) all the right information during each call. Dual-ear headsets also prevent temporary hearing fatigue in call center staff, by eliminating ambient noise.

IP Telephony Hardware FAQ:

Sangoma:
Q. Do the Sangoma cards support fax? How does the hardware handle faxing?
Yes. Sangoma was to develop a reliable faxing solution over analog or analog and T1/E1 lines. Sangoma's reliable faxing solution works so well because Sangoma makes sure that the 1s and 0s coming into our T1/E1 cards are at the exact same rate as the 1s and 0s going out of the analog cards.

Q. Do I need to purchase a dedicated fax line from my telecom service provider?
No. If you are using Asterisk, enable the fax-detect option to have faxes automatically detected and routed to a pre-determined analog port. If your VoIP software does not detect faxes automatically, simply route a DID number to a specific analog port. But, if you do not have DIDs, you can point a certain extension to an analog port. This is not ideal; however, as the person sending the fax, must listen to your IVR system then enter the extension–which most fax machines do not support.

Q. Do you have PCIe cards?
Yes. All of the voice cards come in both PCI and PCIe (PCI Express).

Q. Are the cards PRI?
The hardware works over T1/E1/J1 lines. The software application running on top handles the actual PRI communications. We work with PRI and any other telco signaling method, like SS7, ISDN (BRI, PRI), MFC/R2, etc.

Q. Will Sangoma cards function in my PCIe Bus?
Yes, all Sangoma cards work in 1x, 4x, 8x, 16x, PCIe busses, because we use a 1x interface which is compatible with all PCI Express interfaces.

Q. Is there any difference in performance between PCI and PCIe?
No. Functionality and performance is the same.

Q. Can I add a hardware echo canceller at a later date?
No. Echo Cancellation is not one of our many field upgradeable features. You will need to purchase a new card.

Q. Do your cards run on Windows?
Yes. In addition to including a low-level Windows API with all of our hardware, customers can purchase NetBorder Express Gateway Cards, or NetBorder Express Gateway Software as a hardware add on, directly from Sangoma. When you use the NetBorder Express Gateway along with your favorite IP PBX application, you can translate SIP to TDM using the NetBorder Express PRI stack along with Sangoma's Windows API. Contact Center customers can also choose to run the full NetBorder Suite from our subsidiary Paraxip on Windows along with Sangoma hardware.

Q. Do your cards work with my software?
Again, the short answer is yes. Sangoma offers a series of APIs that allow you to integrate our hardware with your software. It depends on what sort of integration and features you are looking for. If you simply wish to know whether our hardware is supported with a number of popular applications, please click here. If you would like to talk about features you require, contact

Q. What do you mean by "crash-proof" field upgradeable firmware?
This means that Sangoma's cards have a backup ROM. When you upgrade your firmware, if your machine crashes, all is not lost. The card can be recovered using a standard jumper across the two pin connectors on the card.

Q. How your products help me create a SoftPBX?
Perhaps this diagram will help you understand where our cards fit into your PBX project.

Xorcom:

What are the unique features of Xorcom Astribank Technology
• Very high density – up to 32 analog ports and up to 144 PRI + analog ports on 19" 1U box (144= quad E1 PRI + 24 analog ports)
• High Speed 480 Mbit/s USB2 connectivity
• Full support for fax and modems
• Hot pluggable solution
• Rack-mountable solution
• Simple integration
• Support for Input Ports
• Support for Output Ports
• Message Waiting Indicator (MWI) for analog phones (great for hospitality installations like hotels, condominiums, assisted living, etc.)