AI Receptionist vs Auto Attendant: Which Does Your Business Need?
How an AI receptionist differs from an IVR auto attendant, where each fits, and how to run AI as backup so your…
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Insights & updates
Guides on IP PBX, contact centres, AI voice agents and telecom compliance for Indian businesses, from the engineers at BitVoice.
What is SIP? SIP Protocol Explained for Business Phone Systems
What SIP is, how a SIP call works (REGISTER, INVITE, RTP), SIP vs VoIP, ports 5060 and 5061, SIP trunks vs extensions,…
Call Centre Agent Status Codes: States, Aux and Break Codes
Agent states explained: available, on call, wrap-up, break, paused and offline, with break reasons, auto closure and fair reporting on agent time.
Lead Management in a Call Centre: Lists, Forms and Recycling
How call centres manage leads: campaigns, lead forms, custom fields, dispositions, lead recycling, missed-call callbacks, CRM and WhatsApp follow-up.
Call Centre Reports: What to Check Daily, Weekly and Monthly
The call centre reports a manager needs: missed and abandoned calls daily, agent performance and IVR drop-offs weekly, trends and call reasons…
Call Centre Agent Training: A 2 to 3 Week Onboarding Plan
A practical call centre agent training plan: product and system lessons, call listening, shadowing, supervised live calls with whisper coaching, and refreshers.
Skill Based Routing: Match Every Caller to the Right Agent
How skill based routing works, building a skills matrix for languages and products, and setting it up in Voxdial with inbound groups…
Call Disposition Codes: Example Lists for Sales, Support, Collections
What call disposition codes are, ready-made lists for sales, support and collections, rules for a good list and how dispositions drive callbacks…
Erlang C Call Centre Staffing: How Many Agents Do You Need?
Use Erlang C to work out how many call centre agents you need: inputs, a worked example of 120 calls and 4…
How to Set Up a Call Centre in India: A Step-by-Step Guide
How to set up a call centre in India: define goals, size seats for peak hour, pick SIP or PRI lines, choose…
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