Support Desk
Inbound subscriber support with IVR, queues and an agent desktop that already shows the subscriber's account, plus outbound campaigns for renewal reminders, outage notices and collections.
Support floor
liveSupport that starts with the subscriber record.
When a subscriber calls, the agent should already know who they are, what plan they are on and whether the link is up. Support Desk runs on the same subscriber record as SentraNet billing and RADIUS, so the answer is on screen before the greeting ends.
Inbound ACD and IVR
Menus, business hours, skills-based routing, queue priority and callback-in-queue. Subscribers reach an agent who can help, and the ones who cannot wait get called back instead of hanging up.
Agent desktop with the account on screen
Screen-pop opens the subscriber's plan, balance, invoices and session status for the calling number. Agents do not switch between a phone, a billing system and a RADIUS console mid-call.
Outbound campaigns
Renewal reminders before expiry, outage notices to the affected subscribers and collections follow-ups, run as campaigns from the lists billing already holds. Manual, preview, progressive and predictive dialing are available.
Pacing that respects the limit
For larger outbound campaigns the predictive engine adjusts its ratio against live connect rate, talk time and free agents, and throttles itself to stay under the maximum abandonment rate you set.
Monitor, whisper, barge
Supervisors listen silently, coach the agent without the subscriber hearing, or join the call. All three are one click from the live floor view, on site or on a home agent.
Recording built for review
Every call recorded and attached to the subscriber, the campaign and the agent, searchable by disposition. Pause-and-resume during payment capture keeps card details out of the audio.
The queue knows who is waiting and who can help.
Calls are routed on skill, language and priority rather than on whoever picked up last. Billing questions and fault reports can go to different agents. When the wait crosses the threshold you set, the caller is offered a callback that holds their place in the queue.
- IVR menus, business hours and holiday routing
- Skills-based routing with weighted agent priority
- Callback-in-queue that keeps the caller's position
- Warm and cold transfer, three-way and conference
- Voicemail with transcription routed back into the queue
Inbound — support
liveTell subscribers before they have to ask.
Campaigns pull from lists built out of billing data: subscribers whose plan expires this week, subscribers behind an outage, accounts past their grace period. Recycling rules decide when a no-answer comes back and how many attempts a number gets, so the list is worked rather than burnt.
- Renewal reminders ahead of expiry
- Outage and maintenance notices to affected subscribers
- Collections follow-ups for overdue accounts
- Time-zone-aware calling windows and attempt caps
- DNC and suppression lists applied before the number is dialed
Campaign — renewals
liveSee the floor while you can still change it.
The live console shows every agent's state and how long they have been in it, every campaign's pacing and every queue's depth on one screen. The historical side attributes talk, wrap and idle time per agent and per campaign, so coaching starts from evidence.
- Real-time agent states with time-in-state
- Wallboard view for the floor, refreshed continuously
- Talk, wrap, pause and idle breakdown per agent
- Outcome and connect rate per campaign
- Scheduled reports and CSV export, plus a REST API
Agent states
The details engineers ask about.
If something depends on your carrier, your hardware or your regulator, it says so.
- Telephony
- Standard SIP trunking with multiple carriers in parallel; per-campaign carrier and least-cost routing. Keep your existing numbers.
- Audio
- G.711 and G.729 supported; WebRTC or softphone at the agent. Concurrent-channel capacity depends on the codec chosen.
- Subscriber context
- Screen-pop of the subscriber's account from SentraNet by calling number; campaign lists built from billing status, expiry date and outage scope.
- Dialing modes
- Manual, preview, progressive and predictive, switchable per campaign without rebuilding the list.
- Pacing
- Ratio adjusted continuously against connect rate, talk time and available agents, capped by a maximum abandonment rate you configure.
- Answering-machine detection
- Per-campaign detection with configurable handling: drop, leave a recorded message, or route to an agent.
- Inbound
- IVR menus, business-hours and holiday routing, skills-based distribution, queue priority, callback-in-queue, voicemail.
- Agent desktop
- Browser-based; voice, SMS, email and chat in one interface with screen-pop, scripting, dispositions and scheduled callbacks.
- Supervision
- Live floor view with agent time-in-state, silent monitor, whisper coaching, barge-in and wallboard display.
- Recording
- Full-call recording attached to subscriber, campaign and agent; pause-and-resume for card capture; retention period and automatic deletion configurable per campaign; role-based, logged access.
- Calling controls
- DNC and suppression lists applied pre-dial, per-number attempt caps, time-zone-aware calling windows and configurable abandonment limits. These are controls you set to match your regulator; they are not a compliance guarantee.
- Reporting
- Real-time and historical reports on agent time, campaign outcome, queue service level and call detail records; scheduled delivery, CSV export and REST API.
- Deployment
- Self-hosted on your own hardware or hosted in the region you nominate. Recordings and call data stay where you put them.
Run your ISP on one platform.
We will walk SentraNet through your own network — your plans, your NAS estate, your OLT vendors — so you can judge it on the operation you actually run.