Contact Center Terms
Create: 04/20/2018
Access: Everyone
This is a list of common contact center terms, along with definitions.
Voice
Technology behind call quality, StarPhone, Softphone and more
My Customer Reports That Their Outbound Caller ID Is Incorrect. What Can I Do To Correct It?
Create: 09/29/2016
Access: Everyone
Here are some steps you can take to verify settings that affect Caller ID:
MOH-Music/Message On Hold Uploads
Create: 09/29/2016
Access: Everyone
If you experience difficulty trying to upload a customers pre-recorded on hold message. Try the following steps:
- Check the bitrate on the file you are attempting to upload. Use MS Explore to view the file attributes.
Is It The Responsibility Of The Broadband Provider To Give The Customer A Separate Ethernet Connection For Each (Voice & Data) Off Their Internet Access Device (IAD) Or Router?
Create: 09/29/2016
Access: Everyone
Most ISPs will give you one Ethernet port for the circuit. Some scenarios, such as with Covad, will give you more. However, outside of our VOA Covad Circuits, it is important not to allow the voice and data to run parallel.
How Do I Change The Ringer On My Phone?
Create: 09/28/2016
Access: Everyone
Ringer configuration varies between the different phone types that Star2Star sells.
MOH-Music/Message On Hold Uploads
Create: 09/28/2016
Access: Everyone
If you experience difficulty trying to upload a customer's pre-recorded on hold message, try the following steps:
How Can I Receive an SMS Text Message To My Mobile Phone When I Receive Star2Star Voice Mail?
Create: 09/28/2016
Access: Everyone
Additional notification that a voicemail has been received can be achieved by setting the Email/Pager/Cell Phone option in the Individual Phone Settings of the Star2Star Web Portal.
How Can I Pick Up A Call That Has Been Placed On Hold On Another Extension?
Create: 09/28/2016
Access: Everyone
You can retrieve a call that has been placed on hold by another extension using StarScope® 2.
Alternatively set your system in "Key System Mode" and rather than placing a call on hold place the call in Park.
CNAM & Directory Listing Requirements
Create: 09/23/2016
Access: Everyone
Customers are allowed to have as many Enhanced Local Service (ELS) DIDs on their account to provide multiple CNAMs (Caller ID) as needed.
Can the system ring phones in the main office then, while continuing to ring those phones, also ring phones in a different location?
Create: 09/23/2016
Access: Everyone
This is accomplished with the use of multiple Ring Groups.
