Inbound Communicator - allows you to control inbound call flows to maximise efficiencies

Macquarie Telecom’s Inbound Communicator is an industry leading online management tool that allows you to design, build and monitor the distribution of incoming calls to your business.

It gives you the power to modify call routing in real-time without needing to contact your service provider.

Direct your incoming calls to 13, 1300, 1800 published numbers to where they are best answered, based on location of the caller, time of call, day of the week and whether the caller is using a mobile or fixed line phone.

Change the loading of calls answered across different sites to share the workload, depending on how your offices are staffed.

Create priority for selected callers, and secure business critical services by pre-defining a disaster recovery call routing plan so you are prepared if an unforseen event occurs.

Inbound Communicator is part of a suite of management tools designed to give you more flexibility so you can get the most out of your telecommunications services.

Features & Benefits of Inbound Communicator

Easy to use interface

• Access via your internet browser.
• Graphical user interface makes it easier to design and manage changes to your services. – Make real-time changes or preset a future activation time.
• Learn with the Macquarie Telecom training programme.

Location and time routing

• Route 13, 1300, or 1800 numbers based on the location of the caller or the time the call was made.
• Australia wide, State based, Mobile phone location, Charge district, Standard zone unit, Exchange service area, Postcode.
• Time of day, Day of the week, Day of the year.

Destination routing

• Route calls based on your available resources.
• Call splaying preset (% of incoming calls sent to an answer point or office).
• Call overflow (on busy, no answer and network congestion) to next available answer point or office.
• Selected caller access (enter phone numbers of customers or suppliers to be treated with priority).

Increased visibility

• Additional inbound call reports are available online via MacquarieView.
• Understand call profiles, traffic patterns, trends and anomalies.
• Make informed decisions, better call centre management and better call plan management with more efficient allocation of resources.