IDM Integrated Communication Command & Dispatch System

Voice dispatch functions mainly include all basic communication and supplementary service functions of softswitch communication, common dispatch functions, dispatch conference functions, recording, SMS, fax, system management, dispatcher management, and other related functions. The console supports [command and dispatch](/solution/) of the following types of communication terminals. 1 One-key Direct Call The console can initiate basic calls to various types of communication terminals such as fixed telephones, mobile telephones, and trunking terminals by clicking icons in the dispatch user list with the mouse or touch. In addition, the console can also initiate quick calls to other consoles. 2 Dial Call On the console, the user can click the "Dial" button to bring up the dial pad interface, and enter the terminal number to be called on the dial pad to initiate a basic call. Dial call supports calling all terminals interconnected on the [dispatch switch](/product/). 3 Hang Up During a call, clicking the "Hang Up" button on the console can terminate the call established with the console or the communication terminal in the process of call establishment, including terminal numbers held by the console, but does not affect dispatch users who have already joined the conference. 4 Forced Release Forced release allows the console to remotely hang up terminal users in a call. The call subject of the forced release operation must pass through the dispatch server. 5 Redial The console can set the number of redial attempts and the redial interval. When a call fails, the console will automatically redial the call. Manual stop is allowed during the redial process. 6 One-number Call Dispatch users can configure multiple contact numbers such as office numbers, mobile numbers, and home numbers. The console can perform forced calling on dispatch users with multiple configured numbers. The forced calling methods include sequential ringing and simultaneous ringing. Sequential ringing means that after the previous telephone number fails to be called, the next number is called. Simultaneous ringing means all numbers of the dispatch user are called at the same time. 7 Roll Call The console supports selecting several dispatch users for roll call, initiating calls to the dispatch users simultaneously. The roll call ends when the called dispatch user goes off-hook and answers. Manual stop is allowed during the roll call process. The console can query call records based on conditions to obtain roll call results. If the called telephone goes off-hook and answers normally, the roll call is successful; if the called telephone does not answer or the call fails, the roll call fails. 8 Polling The console supports selecting several dispatch users for polling calls. The selected users ring in the order of selection. After the previous telephone number rings, goes off-hook, talks, and hangs up, the next number is called until all calls are completed. Manual stop is allowed during the polling process. 9 Group Call The system allows various types of communication terminals to be organized into a fixed group. The console can initiate a group call to a group, adding all dispatch users in the group to a designated conference. Manual stop of the group call is allowed during the group call process. Group call methods are divided into simultaneous calling and sequential calling. Simultaneous calling initiates calls to group members at the same time; sequential calling calls members one by one in order, and the next member is called only after the previous call succeeds or fails. 10 Selective Call The console supports selecting several dispatch users to initiate a selective call. The selective call function adds the selected users to a designated conference. Manual stop of the selective call is allowed during the selective call process. Selective call methods are divided into simultaneous calling and sequential calling. Simultaneous calling initiates calls to the selected dispatch users at the same time; sequential calling calls members one by one in order, and the next member is called only after the previous call succeeds or fails. 11 Broadcast Supports automatic timed and manually controlled call broadcast functions. The broadcast content can be real-time speech or pre-recorded voice files for call broadcast. Called users can only listen and cannot speak. Manual stop of the broadcast is allowed during the call broadcast process. Call broadcast can set the number of redial attempts. The console can query call broadcast records. If the broadcast telephone goes off-hook and answers normally, the broadcast is successful; if the broadcast telephone does not answer or the call fails, the broadcast fails. 12 Hold During a two-party call, call hold allows the console to hold the call and play hold music to both parties. Conversely, the console can release the held user from hold and establish a two-party call with the agent. 13 Transfer The console allows any call to be transferred to another console or communication terminal for answering. The call transfer method does not require prior notification to the receiving party. 14 Attended Transfer Call attended transfer is similar to call transfer, also transferring a call to another console or communication terminal for answering. The difference is that the attended transfer function requires the agent to first consult the receiving party on whether to accept the call while holding the original call, and only after obtaining the receiving party's consent is the call transferred. 15 Queue During a call on the console, when a new incoming call arrives, the dispatch interface will display a prompt message, and the call automatically enters the queue and hears waiting music. The agent can view the queue, answer calls in queue order, or selectively answer any call for priority answering. 16 Emergency Call The same console group can have two numbers, one for normal incoming calls and the other for emergency incoming calls. Dispatch users can dial the emergency number in emergency situations. Emergency incoming calls take priority in entering the call queue, and the console processes them according to the emergency call procedure. 17 Answer The answer function allows the agent to selectively answer incoming calls in the call queue, establishing a two-party call between the incoming user and the agent. 18 Group Answer When multiple incoming calls enter the queue, the console can add all incoming calls to a conference. 19 Unattended Operation When the console has a duty telephone configured and is not connected, or the unattended operation function is manually enabled, incoming calls will be automatically assigned to the duty telephone. 20 Status View Agents can view the telephone status of all communication terminals on the console, as well as which participants are in ongoing calls. Telephone status is divided into offline, idle, ringing, incoming call, in call, hold, conference, etc. 21 Barge-in When a dispatch extension is in a call, the console can barge into the original two-party or multi-party call, forming a multi-party call without affecting the original two parties. If the console barges into another console's call, the barge-in will determine operation permission based on console priority. During call barge-in, the console hanging up to end the call will not affect the original two-party call. 22 Forced Release When a dispatch extension is in a call, the console can forcibly release the original two-party or multi-party call, cutting off the original call and establishing a call with one party of the forced release, while the other party of the original call is hung up. If the console forcibly releases another console's call, the forced release will determine operation permission based on console priority. During call forced release, when the console hangs up to end the call, the forcibly released dispatch extension is also hung up. 23 Monitor When a dispatch extension is in a call, the console can monitor the original two-party or multi-party call. During monitoring, the two parties in the call are unaware. If the console monitors another console's call, the monitoring will determine operation permission based on console priority. During call monitoring, the console hanging up to end the call will not affect the original two-party call. 24 Call Recording The console supports full-process recording of all voice dispatch functions, as well as search, playback, and management of recording files. 25 Call Records Local call records can be viewed on the console, filtered by call type, time, object, result, and other conditions. Management functions for call records are provided, and a number in a record can be selected for calling, with the query results exportable. 26 Blacklist Function The console allows illegal terminal numbers to be added to the blacklist. Blacklisted users will be unable to dial into the dispatch access number. The console provides blacklist management functions. 27 Permission Management The console supports permission group management functions, allowing the dispatch permissions and viewable dispatch group permissions of a permission group to be set. By associating an agent with a permission group on the console, the dispatch permissions and viewable dispatch group permissions of each agent can be set. The console can set the priority level of agents. Consoles with higher priority can dispatch consoles with lower priority; consoles with lower priority cannot dispatch consoles with higher priority; consoles with the same dispatch priority are not allowed to dispatch each other. 28 Address Book Management Dispatch member data is entered by group, supports Excel import and export, and supports add, modify, and delete operations. Group classification supports multi-level arrangement, with add, modify, and delete operations supported. Dispatcher data is entered by dispatch subgroup, with add, modify, and delete operations supported. Address book data supports both user list display and user icon display. Dispatch functions such as calling, group call, and conference can be initiated from the address book. The address book supports query and display by name, number, and department. The display order of departments, department members, and dispatchers can be freely set. 29 Multi-level Dispatch The system supports multiple console groups. Multiple consoles can be connected under a console group. Multiple consoles can dispatch the same batch of extensions or dispatch their own extensions independently without interference. The console supports multi-level dispatch permission control. Higher-level consoles can dispatch lower-level consoles and can also dispatch across levels. The console manages the relevant dispatch extensions under its jurisdiction according to permissions. 30 Voice Conference Control _Create Conference_ The console supports creating an immediate conference, specifying information such as conference name and conference number. _End Conference_ The console supports manually ending a created conference, and all members in the conference are hung up. _Modify Conference_ The console supports modifying the attributes of a created conference. _Lock Conference_ The console supports locking and unlocking a created conference. After the conference is locked, if a conference member goes offline, the conference will automatically re-call the member, and the member will join the conference to continue the call after the call succeeds. _Conference Recording_ The console supports automatic full-process recording of conferences. _Conference Broadcast_ The console supports broadcasting pre-recorded voice files to members in the conference. _Member Mute/Unmute_ The console can control conference members to be muted or allowed to speak. _Join Conference_ The console can add any type of communication terminal from the address book to a designated conference. _Remove Member_ The console can remove conference members from the conference, or remove all members. _Private Call_ The console can have a private call with a conference member during the conference. After the private call is completed, the private call can be cancelled to return to the conference. _Raise Hand to Speak_ When conference members are muted, member terminals can press a key to apply to the console for permission to speak.