☎️Phone

Introduction

FIRST LINE integrates standard CTI (Computer Telephony Integration) features, including ACD (Automatic Call Distribution) call routing and IVR (Interactive Voice Response).

It also provides network and browser-based methods for making and receiving calls, allowing customer service staff to handle customer calls anytime and anywhere, increasing flexibility and efficiency, offering enterprises a more convenient and efficient customer service solution while saving labor costs.

Integration method

1. Integrate the company's own telephone lines

Due to regulations and restrictions in different regions, to comply with local legal requirements and implement telephone integration, you must install an additional gateway to connect the company's existing telephone lines to the system. This installation method allows you to continue using existing dedicated lines (such as 0800 lines) without making any changes.

Hardware requirements

If the Gateway where it is stored loses power, will telephone functionality be affected?

Yes. When the Gateway loses power or encounters other faults, calls cannot be made or received, which may prevent customers from communicating with your system.

In such cases, customers may directly receive an unavailable or busy tone provided by your telecom provider, depending on your provider's configuration and features.

Therefore, in this situation, the system cannot provide greetings or other custom voice prompts. You may need to contact your telecom provider to learn about the default audio or messages they present to customers when unable to connect to your system.

Can a cloud PBX replace a physical Gateway?

Using a Category-1 telecom 0800 dedicated line may require placing equipment at the customer's site to comply with relevant regulations.

If you wish to use cloud telephony to replace a physical Gateway, you need to consider using Category-2 telecom services and cannot use an 0800 dedicated line. Category-2 telecom services typically offer a more flexible and convenient way to conduct telephone communications and do not require installing additional equipment at the customer's site.