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OM20G V146 Beta
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OM20 V134.P4
OM50 V134.P4
OM80E V134.P4
OM200G V134.P4
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How to Integrate MX Gateway with OM IP-PBX
Interconnect Two PBXs with FXO Gateways
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Connecting MX100G-S SIP-ISDN Gateway to Elastix
Connecting MX100G-S SIP-ISDN Gateway to Asterisk
Expanding PBX Extensions to Remote Sites through IP Network
Multi-site Configuration for Gateways with Analog PBX
How to Troubleshoot Caller ID Detection Issues on FXO Port
Security Configuration Guide for New Rock OM Series IP-PBX
Connecting FXO Gateway to Asterisk
Connecting FXO Gateway to Elastix
Tie Trunk Configuration for OM with Elastix

Training Materials
What is VoIP gateway?
What’s the Difference between VoIP Gateway and SIP Trunk?
Smart Switchboard Introduces Exclusive Premium Customer Services
What's the Difference Between VoIP Gateway and ATA?
What's the Difference Between VoIP gateway and SBC?
New Rock’s New Gateway Security measures
Global VoIP Gateway Service Provider
How to Setup VoIP Gateway - A Complete Installation Guide
What is HX&MX VoIP Gateway Default Password?
Auto Provisioning
Six Practices for Audio Security
“PSTN failover” - Strong Support for High-availability IP Audio Communications
New Rock IP-PBX: Your All-In-One IP Office Telephony System
Connecting E1/T1-Based PBX to IP Telephony Networks
Popular IP-PBX Features Favored by Highly Efficient Officers
Five-star Customer Services
Top Three Advantages of Gateways with Imbedded VPN Clients
Low-Cost, High-Quality Gateway
Smart FoIP
Two Typical Applications for Telephone Networks
IPv6’s Top Three Advantages in VoIP Applications
MX100G-S SIP-ISDN Trunking Gateway Training
MX Series VoIP Gateway Training

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Installation & Maintenance
OM20G&OM50G Quick Installation Guide
OM80E Quick Start Guide
OM200G Quick Start Guide
OM500 Quick Installation Guide
HX4G&MX8G Quick Reference Guide
MX60E Quick Installation Guide
MX120G Quick Installation Guide
MX100G-S Quick Start Guide
SX3000 Quick Installation Guide
PT2400 Quick Installation Guide
PT4800 Quick Installation Guide

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IP-PBX Installation
Smart Switchboard Introduces Exclusive Premium Customer Services
Update Time:2019-11-21 11:50:20 Browse Times:43 Amount Downloads:1
MetricNet, a top think tank, has helped Sony, IBM, HP, Canon and many other corporations improve their performance. According to its global study, the customer satisfaction rate for telephone systems, particularly call centers, is measured by four indicators, namely, average response time, service standard, abandon rate and first contact resolution.

First contact resolution represents the key point that affects customer satisfaction, whereby the key affecting factor is to “identify” a dealer for the customer within the shortest period.

To establish a centralized conduit of external sales and services, as well as to share telephone line resources, many enterprises utilize switchboard, which, however, has challenges to reach desired customer service agents due to these weaknesses:
-  The customer is always transferred to different agents.
-  Outbound calls always display the switchboard number, and the customer cannot dial back to the specific agent.

In this case, the low first contact resolution causes an even lower satisfaction rate over subsequent contacts.

The New Rock OM telephone system introduces the latest smart switchboard, which allows the extensions to “remember” the caller’s phone number. This closer relationship between a caller and a specific customer service agent ensures an experience in “exclusive premium services”.

Smart Switchboard Introduces Exclusive Premium Customer Services.1

Case
Business owners may experience the following hassles. Contacting a call center agent from the beginning to product introduction, price quotation and contract confirmation, the customer must make multiple phone calls.

Greetings are indiscriminately played to the same customer for each call before the switchboard connects the customer to different call center agents, in which case, the customer has to repeat the same requirements.

Smart Switchboard Introduces Exclusive Premium Customer Services.2

New Rock Smart Switchboard conveniently “links” phone numbers, allowing the call center agent’s extension to “remember” the customer’s phone number after the first contact.

When the customer dials back, greetings will be skipped, and this customer will be directly connected to the linked extension or mobile phone. This safeguards the experience of “exclusive premium services”.

In short, New Rock Smart Switchboard enjoys these three major features:

1.Convenience
Neither the costly call center system nor external equipment is required, as the smart switchboard is a built-in feature of New Rock OM telephone system.

2.Flexibility and practicability
Functional keys enable the call center agent to establish (by pressing *66) or terminate (by pressing *67) the linked customer relationship, which also support single or multiple linked/unlinked accounts by establishing or modifying the designated service relationship.

3.Excellent customer experience
Different greetings can be played for different customers for their first call. For future calls, such greetings will be skipped and the specific agent will be directly connected.
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