Call center module

PBX inside the CRM: when the phone rings, the customer card opens

Your cloud PBX and TourMAX work on the same screen. Who is calling, which booking the call relates to and who is handling it; the agent panel is visible on every page. The wallboard, queue rules, call recordings and missed call tracking are managed without logging in to a separate PBX panel.

Agent panel on every page Wallboard: listen, whisper, barge in Three PBX providers

Real screens · demo dataCustomer card that opens on an incoming call

What is included?

Highlights of the Call Center module

01Agent panel on every page

Ready, break, meeting and offline statuses; dialing; incoming call screen and customer card. Outbound line selection, blind or attended transfer, hold and an after-call work timer.

02Wallboard

Live queue counters and agent tiles. The manager can listen to a call, whisper to the agent or join the call.

03Seven queue strategies

Seven call distribution strategies; timeout, retry and wrap-up times; greeting announcements and hold music are configured per queue.

04Missed calls and automatic callbacks

Missed calls are tracked with pending, calling, unreachable and contacted statuses. The auto-dialer calls missed callers back according to a weekly schedule.

05Call recordings and callbacks

Type, agent, line and number filters in the call list. Recordings can be played at higher speed and downloaded, and a callback can be started from the same row. Listening permission is granted per user.

06Line statistics and SLA

Answer rate, 20-second service level, hourly distribution, queue and outbound line tables; Excel export.

07Break rules

Break types, daily and concurrent limits, manager approval. Escalating steps when time runs over: a warning, not-ready status and forced logout.

08Number blocking and extension management

Inbound and outbound blocking with reason codes. Extension passwords, pickup groups, call recording and voicemail; extensions are mapped to CRM users.

Daily use