Feature Category | Feature | Capability Description | Standard Package | Premium Package | |
Integration methods | | Business system integration | Supports integration with business systems (e.g., CRM), B/S architecture | ✓ | ✓ |
Inbound Call Pop-Up Window | | Inbound Call Pop-Up Window | Supports connecting with the enterprise's own business systems (for example, CRM), and pops up relevant user information on inbound or outbound calls. | ✓ | ✓ |
Call line (number) | Bring Your Own Carrier | Connecting/Migrating self-owned numbers | Supports connecting your own number to Cloud Contact Center, using standard SIP_TRUNK for connection. | ✓ | ✓ |
| Number application | Number application | Provides a number application portal. Users can apply for different types of numbers (landline or 400 numbers from various regions) based on their business needs, without having to prepare their own numbers. | ✓ | ✓ |
Login & answering method | Login method | Login with email | Supports logging in with email account+password. | ✓ | ✓ |
| | Mobile phone login | Supports logging in with mobile number+verification code. | ✓ | ✓ |
Agent feature | Agent Status | Status switch | Supports agents switching to available, busy, on break, offline, and other statuses. Busy: In the busy state, an agent can make outbound calls but will not be assigned new inbound calls. Busy: The busy state indicates that an agent is handling an inbound call or making an outbound call, and will not be assigned new inbound calls during this time. Break: After switching to the break state, an agent can select a break reason, such as "Meal", "Meeting", or "Training" (break reasons are configured by the administrator in the management workspace). | ✓ | ✓ |
| | Setting default status after agent goes online | Supports setting the default status for an agent when they get online: either idle or busy. If set to busy as default, the agent won't be assigned new inbound calls after they go online. | ✓ | ✓ |
| Personal information | Changing agent's bound mobile number | An agent can change their bound mobile number under their personal information. This phone number is generally used for the "mobile phone answering" and "mobile outbound call" features. | ✓ | ✓ |
| Internal communication | Internal Call | Supports internal calls between agents in the same call center. When the agent is offline, the agent's mobile phone can be called. | ✓ | ✓ |
| | Internal IM | Supports the internal exchange of pictures and text messages between the agents in the same call center. | ✓ | ✓ |
Inbound softphone | Inbound softphone | Web page answering | Supports using Google Chrome on the computer to answer calls through the web page of the call center. | ✓ | ✓ |
| | Agent's mobile reception | Allows the agent to enable the mobile reception feature. You can choose: Always use a mobile phone to answer calls. Answer calls using a mobile phone only when the desktop client is offline. Note: Using this feature requires you to apply for a phone number that the system will use to call the agent's mobile phone when a user calls in, which will incur outbound communication costs. | ✓ | ✓ |
| | Automatic call answering | Supports automatic connection without the need for the agent to click answer after a call comes in. | ✓ | ✓ |
| | Inbound call number display | Supports displaying the number of the caller when the user calls in. If the administrator enables the number protection feature, the actual number of the caller will not be displayed. | ✓ | ✓ |
| | Enterprise number display | Supports displaying the enterprise telephone number (called party) called by users. | ✓ | ✓ |
| | Inbound call location display | Supports displaying the location of inbound calls when a user calls in. | ✓ | ✓ |
| | IVR key trail | Supports displaying user's key trail in IVR during incoming calls | ✓ | ✓ |
| | Hold/Retrieve Call | Supports a feature where an agent can click "On Hold" during a conversation with a user, causing the user to hear default hold prompt but not the agent's voice. Clicking "Retrieve Call" enables the agent to return to a regular call. | ✓ | ✓ |
| | Mute/Unmute | Supports a feature where an agent can click "Mute" during a conversation with a user to prevent the user from hearing the agent's voice. Clicking "Unmute" enables the agent to return to a regular call. | ✓ | ✓ |
| | Call transfer (to designated skill group) | Supports transferring a call to a designated skill group during a conversation. The corresponding call data and user information can be synchronously transferred with the call. | ✓ | ✓ |
| | Call transfer (to designated agent) | During a call, an agent can transfer the call to a designated agent. The corresponding call data and user information can be synchronously transferred with the call. | ✓ | ✓ |
| | Call transfer (to designated external line) | During a call, an agent can transfer the call to a third-party number. The corresponding call data and user information can be synchronously transferred with the call. | ✓ | ✓ |
| | After-call-work | Supports the agent going into after-call-work state after a call ends. No new inbound calls will be assigned to the agent during this time, and they can manually end the after-call-work. | ✓ | ✓ |
| | Redial | After a call is hung up, the agent can click the redial button to call this user again. | ✓ | ✓ |
| | Blocklist | Allows the agent to add an inbound call number to the blocklist when a malicious user causes a nuisance by making frequent calls. Once the user is added to the blocklist, they won't be able to make calls in. | ✓ | ✓ |
| | Three-way calling | Supports three-way calling between agent & user & external third party, or agent A & agent B & user. | ✓ | ✓ |
| | Receive Number During Call | Allows the agent to select the DTMF collection template configured by the administrator during a call, play a prompt tone, and collect a string of numbers (such as ID card number, order number, and so on). | × | ✓ |
| | Self Service | Allows the agent to transfer the call to the designated IVR process during the call (for example, play a default prompt to the user during the call and ask the user to press the key to confirm, and so on). | × | ✓ |
Inbound IVR | Service time | Business hour | Supports entering different IVR processes during working hours and non-working hours. | ✓ | ✓ |
| Prompt | Text to speech | Supports text-to-speech conversion of input text for playback. Settings provide the ability to preview the text-to-speech conversion effect. | ✓ | ✓ |
| | Audio upload | Supports playback of pre-recorded enterprise audio by uploading. | ✓ | ✓ |
| | Playback interruption | Supports the choice of whether playback can be interrupted or not. | ✓ | ✓ |
| | Number of playbacks | Supports setting the number of times for playback. | ✓ | ✓ |
| Static branch | Branch playback | Supports playback prompts to guide the user to press keys during this branch. (For example: Please press 1 for pre-sales consultation, press 2 for customer service, and press the star key to return to the previous menu.) | ✓ | ✓ |
| | Branch key | Supports setting branch key options (for example, press 1 for pre-sales consultation, press 2 for post-sales consultation). | ✓ | ✓ |
| | Timeout period | Supports setting the timeout period for user key presses. | ✓ | ✓ |
| | Timeout Prompt | Supports setting the prompt to be played when a user's key press exceeds a specified time (for example, your input has timed out). | ✓ | ✓ |
| | Key error prompt | Supports setting the prompt for user key press errors (for example, your input is incorrect. Please re-enter). | ✓ | ✓ |
| | Maximum number of errors | Supports setting the maximum number of user key press errors. If it exceeds the specified number, the call will automatically be disconnected. | ✓ | ✓ |
| Dynamic branches | Dynamic branches | - | × | ✓ |
| Agent Transfer | Transfer to skill group | Supports selecting the skill group needed for manual reception. | ✓ | ✓ |
| | Prompt during transfer to agent | Supports setting the prompt to be played during the transfer process (for example, transferring to the agent. Please wait). | ✓ | ✓ |
| | Prompt during queuing for transfer to agent | Supports setting the prompt to be played when the user is queuing for the transfer. The system parameter ${WaitNo} is supported to broadcast the current number of people in queue. | ✓ | ✓ |
| | Queue timeout period | Supports setting the queue timeout period. After the customer waits more than the set time, the system will play the timeout prompt tone. After the prompt tone is finished, the customer can press any key to continue waiting or press # to exit the queue and hang up. | ✓ | ✓ |
| | Queue timeout prompt | Supports setting the prompt to be played when the user queues for more than a specified time (for example: due to high consultation volumes, you can press any key to continue waiting). | ✓ | ✓ |
| | Prompt for failed call transfer | Supports setting the prompt to be played when all agents are offline during the transfer. (For example: There are currently no agents online. Please try again later.) | ✓ | ✓ |
| | User-side prompt after connection | Supports setting a prompt tone for the user side when the user is successfully transferred to an agent. You can use the system parameter ${StaffNo} to broadcast the agent's ID. (For example: Successfully transferred. Agent 1005 is at your service.) | ✓ | ✓ |
| | Skill group overflow | Supports setting overflow for a skill group when all agents are busy in the skill group to which a call is transferred. | × | ✓ |
| | Priority for designated agents | During the transfer, priority is given to specified agents through the interface. | × | ✓ |
| Satisfaction Evaluation | Prompt | Supports setting user prompts for satisfaction evaluation: "Please evaluate my service. Press 1 if satisfied; press 0 if unsatisfied." | ✓ | ✓ |
| | Satisfaction key | Supports configuration of user key satisfaction tags. For example, press 1 for satisfaction, and press 0 for dissatisfaction. | ✓ | ✓ |
| | Satisfaction variables | Supports storing the collected keys and satisfaction evaluation tags into designated variables. | × | ✓ |
| Transfer to External Line | Prompt Playing During External Line Transfer | Supports setting the prompt to be played during the transfer process. | ✓ | ✓ |
| Collect User Input (DTMF) | Number collection type | Maximum digits: Maximum digits are suitable for receiving numbers with a dynamic length. When the user inputs the # key, it means the input is over and it goes back to the IVR process (Voice prompt for users to input # key is recommended.) | × | ✓ |
| | | Fixed length: Fixed digits are suitable for receiving numbers with a fixed length, such as ID card numbers, phone numbers, etc. When the user's input reaches the specified digits, it automatically goes back to the call. | × | ✓ |
| | Number collection prompt | Supports setting the prompt to be played for reminding users to enter information. For example: Please input your order number and press the # key to finish. | × | ✓ |
| | Timeout period | Supports setting the timeout period for user key presses. | × | ✓ |
| | Timeout prompt | Supports setting the prompt to be played when a user's key press exceeds a specified time (for example, your input has timed out). | × | ✓ |
| | Failure prompt | Supports setting the prompt for the user side when number collection fails. | × | ✓ |
| | Maximum number of errors | Supports setting the maximum number of user key press errors. If it exceeds the specified number, the call will automatically be disconnected. | × | ✓ |
| | Storage to variable | Supports storing collected user key information to a specified variable. | × | ✓ |
| Calling the API | Maximum Number of Errors | Supports setting the maximum number of errors. When the specified number of errors is exceeded, the output parameter will pass the default value. | × | ✓ |
| | Timeout period | Supports setting the API call timeout period. When the specified time is exceeded, the output parameter will pass the default value. | × | ✓ |
| | API request address | Supports specifying the API request address. When the process reaches this module, the call center will request this API. | × | ✓ |
| | Input and output parameters | Supports setting the variables of input and output parameters in API call as well as setting the default value for the output parameters. | × | ✓ |
| Conditionals | Conditionals | Based on the value of parameters, it'll enter the next specified module if matching the custom condition rules. This must be used with self-defined parameters or system parameters. | × | ✓ |
| Voicemail | Voicemail | Supports storing the messages collected from users in the voice mailbox. | × | ✓ |
| End | End of IVR process | The end of the IVR process is indicated by connecting the end module. | ✓ | ✓ |
| IVR management | IVR creation, query, and deletion | Supports creating, viewing, and deleting IVR. | ✓ | ✓ |
| | Direct editing of IVR | Supports direct editing of in-use IVRs. Changes take effect immediately after saving. | ✓ | ✓ |
| | IVR Version Management | Supports creating multiple related versions based on one primary IVR. Different versions can be edited, viewed, and deleted after the version number is set. | × | ✓ |
Inbound route assignment | Basic Routing | Allocate by Agent Idle Time | When a user calls in and requests agent service, the call is prioritized to be assigned to the agent who has been idle the longest. | ✓ | ✓ |
| | Allocate by the Number of Calls Accessed by Agent | When a user turns to agent service after calling in, the agent with the smallest number of current calls is prioritized. | ✓ | ✓ |
| | Allocate by Agent Priority of the Skill Group | When a user turns to agent service after calling in, allocation is based on the priority of the agent in skill group configuration. | ✓ | ✓ |
| Advanced routing | Previous Agent Preference | When a user turns to agent service after calling in, the call is first assigned to the agent who handled their previous call. | ✓ | ✓ |
Inbound settings | Inbound timeout transfer | Inbound timeout transfer | After it is turned on, if the inbound call rings for longer than the set time without being answered, it is automatically assigned to another agent. | ✓ | ✓ |
| Settings for restoring idle status after a call | Settings for restoring idle status after a call | After it is turned on, if the call is hung up, the phone agent will return to the pre-call state after the set time. | ✓ | ✓ |
| Inbound call number protection | Number Masking | Supports hiding the middle four digits of the user's phone number when a user's phone call comes in, so the agent cannot see the full number of the user, preventing information leakage. | ✓ | ✓ |
| | Mapping actual number to user ID (agent side) | After it is turned on, the system will obtain and display the user ID corresponding to the actual number through the interface, and the phone agent cannot view the customer's actual number, preventing customer information leakage. | × | ✓ |
Outbound softphone | Outbound softphone | Web page outbound call | Supports making calls to a call center through a Web page with Google Chrome on your computer. | ✓ | ✓ |
| | System click dialing | Supports calling the outbound call interface in the business system to make a one-click outbound call. | ✓ | ✓ |
| | Manual dial out | Supports agents dialing a user's phone number from a dial pad to make an outbound call. | ✓ | ✓ |
| | WeChat mini program outbound call | Once an enterprise connects to the mini program outbound call feature, it can integrate the mini program outbound call feature into its WeCom, app, and WeChat mini programs to build a mobile outbound call capability. | ✓ | ✓ |
| | Mobile outbound call | Allows agents to enable the mobile outbound call feature. After it is enabled, when the agent clicks Outbound Call in the business system, the system will first dial the agent's mobile phone, and the user will be called after the agent's mobile phone answers. Note: Using this feature requires you to apply for a phone number that the system will call out to the agent's mobile phone when an outbound call request is initiated, which will incur outbound communication costs. | ✓ | ✓ |
| | Entering extension number | Allows agents to input the extension number after the call. | ✓ | ✓ |
| | Hold/Retrieve Call | Supports a feature where an agent can click "On Hold" during a conversation with a user, causing the user to hear default hold prompt but not the agent's voice. Clicking "Retrieve Call" enables the agent to return to a regular call. | ✓ | ✓ |
| | Mute/Unmute | Supports a feature where an agent can click "Mute" during a conversation with a user to prevent the user from hearing the agent's voice. Clicking "Unmute" enables the agent to return to a regular call. | ✓ | ✓ |
| | Call transfer (to designated skill group) | Supports transferring a call to a designated skill group during a conversation. The corresponding call data and user information can be synchronously transferred with the call. | ✓ | ✓ |
| | Call transfer (to designated agent) | During a call, an agent can transfer the call to a designated agent. The corresponding call data and user information can be synchronously transferred with the call. | ✓ | ✓ |
| | Call transfer (to designated external line) | During a call, an agent can transfer the call to a third-party number. The corresponding call data and user information can be synchronously transferred with the call. | ✓ | ✓ |
| | After-call-work | After-call-work | ✓ | ✓ |
| | Redial | After a call is hung up, the agent can click the redial button to call this user again. | ✓ | ✓ |
| | Blocklist | Allows the agent to add an inbound call number to the blocklist when a malicious user causes a nuisance by making frequent calls. Once the user is added to the blocklist, they won't be able to make calls in. | ✓ | ✓ |
| | Three-way calling | Supports three-way calling between agent & user & external third party, or agent A & agent B & user. | ✓ | ✓ |
| | Self Service | Allows the agent to transfer the call to the designated IVR process during the call (for example, play a default prompt to the user during the call and ask the user to press the key to confirm, and so on). | × | ✓ |
Outbound settings | Outbound display rules | Associated outbound skill group assignment | Priority is given to assigning the caller number associated with the outbound skill group during an outbound call. If not available, it is randomly assigned. | ✓ | ✓ |
| | Outbound display rules - Same area assignment | Priority is given to assigning a number that has the same location as the contact number during an outbound call. If not available, it is randomly assigned. | × | ✓ |
| Outbound call number protection | Number Masking | Supports hiding the middle four digits of the user's phone number when the agent is calling, so the agent cannot obtain the full number of the user, preventing information leakage. | ✓ | ✓ |
| | Mapping actual number to user ID (agent side) | After it is turned on, the system will obtain and display the user ID corresponding to the actual number through the interface, and the phone agent cannot view the customer's actual number, preventing customer information leakage. | × | ✓ |
| Satisfaction Evaluation | Outbound satisfaction evaluation | Supports the configuration of outbound satisfaction evaluation templates (You can customize satisfaction guidance, closing statements, and key content.) If the agent hangs up first, the system will automatically invite users for satisfaction evaluation. | ✓ | ✓ |
| Outbound recall | Designated assignment | When the customer calls in, the call will skip the IVR navigation and be directly assigned to the agent who made the last call to the customer within the past 3 days. | ✓ | ✓ |
| | Priority assignment | Priority is given to routing the callback to the original agent. If the remembered agent is busy or offline and cannot answer the call, the call is transferred to the current switchboard's corresponding IVR process for reception. | × | ✓ |
Audio management | Audio management | Audio management | Allows enterprises to record scripts and upload them, forming an internal voice library of the enterprise. The existing audio can be used in IVR or other places where voice scripts can be configured. | ✓ | ✓ |
Number management | Number grouping | Number grouping | Supports grouping numbers according to different purposes, and setting the name and corresponding description for the number group. | ✓ | ✓ |
| IVR binding | IVR binding | Supports binding a number to the corresponding IVR (can be chosen according to the IVR version). | ✓ | ✓ |
| Outbound skill group | Outbound skill group | Supports setting this number for the skill group for outbound calls. Configuration gives priority to this number when the skill group makes outbound calls. | ✓ | ✓ |
| Agent's mobile call | Agent's mobile call | When the configuration supports the agent's choice to answer/make a call on the mobile phone, the system gives priority to this number to call the agent's mobile phone. | ✓ | ✓ |
Skill Group Management | Skill Group Management | Skill Group Management | Supports grouping agents to different skill groups. When a user's phone call comes in, they can navigate to different skill groups according to their needs (for example, pre-sales skill group, after-sales skill group). Outbound agents can also be grouped for easy use of different outbound numbers (for example, telesales group 1, telesales group 2). | ✓ | ✓ |
| | Setting priority | Supports setting different priority levels for agents within a group. The priority level is from 1 to 5, which can be used to receive calls according to the priority of the agents when phone calls are routed. | ✓ | ✓ |
Agent management | Adding agents | Manually adding agents | Supports adding new agent information. After the addition is successful, the system will send an email containing a random password to the agent. | ✓ | ✓ |
| | Adding agents in bulks | Supports bulk import of new agent information to add agents in bulks. | ✓ | ✓ |
| | Adding agents through API | Supports adding new agent information through the API. | ✓ | ✓ |
| Agent management | Agent management | Supports viewing all agent list, searching for agents by ID, email address, skill group, etc.; and modifying the name and skill group of agents. | ✓ | ✓ |
| | Force offline | Allows administrators to force specific agents to go offline. | ✓ | ✓ |
| | Resetting the Password | Allows administrators to reset agent's login password. | ✓ | ✓ |
Service record | Service record | Service record query | Supports viewing historical call records. The fields supported are: time, call type, caller number/caller ID, call notes, call status, call duration, agent name, agent ID, skill group, satisfaction evaluation, and hang-up party. | ✓ | ✓ |
| | Service record pull | Supports pulling service record data through the interface. | ✓ | ✓ |
| | Service records push | Supports pushing CDR data to the enterprise's specified push address. | ✓ | ✓ |
| Call recording | Real-time recording generation | Call recording is generated in real time after the call ends. | ✓ | ✓ |
| | Online recording playback | Supports online playback of call recordings, and the playback progress can be dragged via the progress bar. | ✓ | ✓ |
| | Recording download | Supports downloading recordings online in the format of MP3. | ✓ | ✓ |
| | Recording pull through interface | Supports pulling the corresponding recordings to the local computer through the interface. | ✓ | ✓ |
| | Recording push | Supports pushing recording data to the enterprise's specified push address. | ✓ | ✓ |
| | Recording transferred to COS | Supports transferring recordings to the enterprise's specified Tencent Cloud Object Storage (COS) bucket. | ✓ | ✓ |
Real-Time monitoring | Real-Time monitoring | Agent monitoring | Allows the administrator to monitor the service situation of the agent. The fields include: agent ID, agent name, agent type, skill group, agent status, online duration, break duration, busy duration, current reception volume, and today's reception volume. | ✓ | ✓ |
| | Skill group monitoring | Allows the administrator to monitor the skill group service conditions. The fields include: skill group name, skill group type, number of online agents, number of idle agents, number of busy agents, number of agents on break, today's reception volume, queue volume, and maximum wait duration. | ✓ | ✓ |
| Call Monitoring | Real-time call monitoring | Allows the administrator to view the ongoing calls and access or exit the monitoring. | × | ✓ |
Data Analysis | Inbound service | Real-time inbound trend | Supports viewing inbound call trends at different time points of the day and specified dates. The data is refreshed automatically every 5 minutes. | ✓ | ✓ |
| | Real-time inbound statistics | Supports viewing the number of current inbound calls, the number of calls transferred to agents, the number of calls answered, the connection rate, queue volume, IVR abandonment volume, the number of abandoned call transfers, and other data in real time. | ✓ | ✓ |
| | Inbound data report and export | Supports viewing or exporting inbound data by day or specified date. The fields include: number of inbound calls, number of calls answered, connection rate, average wait time, average call duration, number of calls transferred to agents, IVR abandonment volume, number of abandoned call transfers, and call abandon rate. | ✓ | ✓ |
| Outbound service | Real-time outbound trend | Supports viewing outbound call trends at different time points of the day and specified dates. The data is refreshed automatically every 5 minutes. | ✓ | ✓ |
| | Real-time outbound statistics | Supports viewing the number of current outbound calls, the number of calls answered, the connection rate, and the average call duration in real time. | ✓ | ✓ |
| | Inbound data report and export | Supports viewing or exporting outbound data by day or specified date. The fields include: number of outbound calls, number of calls answered, connection rate, and average call duration. | ✓ | ✓ |
| Agent data | Overall report | Supports viewing agent working condition data by day or specified date. The fields include: average online duration, average idle duration, average in-line duration, average break duration, and average after-call-work duration. | ✓ | ✓ |
| | Detailed report | Supports viewing detailed agent data by day. The fields include: online duration, idle duration, in-line duration, average after-call-work duration, number of inbound calls, number of inbound calls answered, inbound call answer rate, average inbound call duration, average inbound call ringing duration, number of outbound calls, number of successful outbound calls, total outbound call duration, average outbound call duration, and number of timeout transfers. | ✓ | ✓ |
Developer capabilities | SDK API | Call | Inbound call | ✓ | ✓ |
| | | Answer Video Session | ✓ | ✓ |
| | | End Video Session | ✓ | ✓ |
| | | Delete Call | ✓ | ✓ |
| | | Mute. | ✓ | ✓ |
| | | Unmute. | ✓ | ✓ |
| | | Whether Mic is Muted | ✓ | ✓ |
| | | Internal Call | ✓ | ✓ |
| | | Transfer | ✓ | ✓ |
| | | Call on Hold | ✓ | ✓ |
| | | Cancels call hold. | ✓ | ✓ |
| | Agent | Swtich to Online Status | ✓ | ✓ |
| | | Offline | ✓ | ✓ |
| | Admin | Obtains the skill group list. | ✓ | ✓ |
| | UI | Hides SDK UI. | ✓ | ✓ |
| | | Shows SDK UI. | ✓ | ✓ |
| | Devices | Web Browser Availability Check | ✓ | ✓ |
| | | Return Microphone List | ✓ | ✓ |
| | | Return Speaker List | ✓ | ✓ |
| SDK event | SDK initialization completion event | SDK initialization completion event | ✓ | ✓ |
| | Token expiration event | Token expiration event | ✓ | ✓ |
| | Session access inquiry event | Session access inquiry event | ✓ | ✓ |
| | Session start event | Session start event | ✓ | ✓ |
| | Timeout transfer event | Timeout transfer event | ✓ | ✓ |
| | Session End Event | Session End Event | ✓ | ✓ |
| | Session completion event | Session completion event | ✓ | ✓ |
| | Session completion event | Session completion event | ✓ | ✓ |
| | Outbound call answering event | Outbound call answering event | ✓ | ✓ |
| | Outbound call answering event | Outbound call answering event | ✓ | ✓ |
| API | Obtaining telephone service records and recordings | Obtains telephone service record related information through the API, including: total number of call records, specific call records (including: caller's and callee numbers, agent related information, and so on), recording URL, and so on. | ✓ | ✓ |
| | Obtain the agent information list | Obtain the agent information list | ✓ | ✓ |
| | Obtaining the skill group information list | Obtains the skill group information list through the API, including: total number of skill groups, ID, name, type, and session distribution strategy of each skill group, etc. | ✓ | ✓ |
| | Obtaining PSTN session information | Obtains PSTN session information through the API, including session ID, temporary session room ID, caller and callee, agent's mailbox, number for external line, and so on. | ✓ | ✓ |
| Data Push | Recording push | Supports pushing recording data to the enterprise's specified push address. | ✓ | ✓ |
| | Service records push | Supports pushing CDR data to the enterprise's specified push address. | ✓ | ✓ |
Feature Category | Feature | Capability Description | |
Access Mode | No-Code Integration | Client Link | After configuring the client in the management panel, you can directly obtain the client access link and provide a consultation entry point externally without development. |
| | QR Code | Supports obtaining the client QR code. Users can scan the code to open a Desk for consultation. |
| | Code Embedding | Supports copying the access code and embedding it into enterprise web pages or applications to quickly launch an online consultation entry point. |
| Low-Code Integration | SDK Component with UI | Provides a UI component SDK tailored for customer service scenarios. Integration can be completed with just a few lines of code, and it supports adding custom business logic and adjusting UI interactions. |
| | Embed workspace SDK | Supports embedding the Desk workspace into enterprise-owned information systems via the workspace SDK, enabling a high degree of customization and secondary development. |
Instant Messaging Integration | Bind IM Application | Bind IM Application | Supports binding to created, customer service capability-unenabled, and non-suspended Chat applications, enabling chat data interoperability between Desk and Chat sessions. |
Intelligent Chatbot | Chatbot Capabilities | Intelligent FAQ Library | Supports configuring a standard FAQ library. The Chatbot automatically matches user questions and provides answers. |
| | Document Q&A | Supports Q&A based on documents uploaded by the enterprise. The Chatbot generates replies from the document content. |
| | Multi-turn Task | Supports configuring multi-turn dialogue tasks, collecting information through continuous questioning to complete specified business processes. |
| | Question Clustering | Supports clustering analysis of user consultation questions, aiding in the continuous optimization of the FAQ library and Chatbot effectiveness. |
| Integrate Self-Built AI | Integrate Self-Built AI or Third-Party LLM | Allows administrators or super admins to disable the Desk Chatbot and switch to connecting enterprise self-built AI or purchased third-party large models. |
| | Merge and Display Messages | After self-built AI is integrated, messages from AI chats and Agent chats are merged for display. |
| | Context Inheritance upon Agent Transfer | After a transfer to an Agent is performed, the Agent can view the complete chat history between the user and AI, ensuring context continuity. |
Conversation Service Workflow | Configure Reception Policy | Session Prompt | Supports configuring prompt content for each stage of a session. |
| | Routing Strategy | Supports configuring policy rules for assigning sessions to staff. |
| | Reception Mode | Supports configuring how staff receive sessions. |
| | Conversation Queue | Supports configuring session queuing rules and queuing prompts. |
| | Conversation Closure | Supports configuring session closing conditions and closing methods. |
| | Working Hours | Supports configuring Desk working hours, allowing different reception policies to be adopted during non-working hours. |
| | Satisfaction Evaluation | Supports configuring Desk satisfaction evaluation to collect user feedback on the current service. |
Member management | Manage team members | Member Adding, Deleting, Modifying, and Querying | Supports adding, deleting, editing, and querying team member information. |
| | Member Grouping and Targeted Assignment | Supports grouping members and directing specific user inquiries to specific groups, improving reception efficiency and quality. |
Data Dashboard & Report | Real-Time monitoring | Real-Time monitoring | Supports viewing real-time data such as current reception, today's sessions, online status, and today's work performance. |
| Data Analysis | Conversation Analytics | Supports viewing Desk statistics and analysis data by dimension. |
| | Agent Analytics | Supports viewing Agent workload and service quality related analysis data. |
| Record | Conversation History Viewing and Exporting | Supports viewing or exporting historical conversation records. |
Developer capabilities | API Reference | Desk Server-Side API | Provides Desk server-side APIs, supporting integration with enterprise business systems. |
| Callback Configuration | Callback Configuration | Supports configuring a callback address to synchronize Desk events and data to enterprise systems. |
Feature Category | Feature | Capability Description |
Voice Link (General) | ASR | Integrates built-in ASR capability to accurately convert user speech input into text. After a language is selected, the corresponding ASR and TTS combination is automatically matched, eliminating the need for separate configuration. |
| Supported Language | Chinese Mandarin (zh-CN), Cantonese (zh-HK), American English (en-US), Indonesian (id-ID), Korean (ko-KR), and Japanese (ja-JP). |
| Built-in TTS Voice | Provides 10 built-in voice tones for Mandarin, Cantonese, and English, supporting individual preview before saving. Voice tone changes for a published AI Agent take effect in the next call. |
| Custom TTS | Supports connecting to third-party TTS services such as Tencent Cloud, Minimax, Volcano Engine, Azure, and Alibaba CosyVoice via JSON configuration, allowing adjustment of parameters like speech rate, volume, and pitch, and supports quick voice clone. The editor provides vendor templates and real-time syntax validation. |
Interaction Experience (General) | Background Noise Reduction | Utilizes a self-developed background noise reduction engine to suppress background noise and improve ASR accuracy. |
| Semantic Intelligent Sentence Segmentation | Determines whether a user has finished speaking a sentence through semantic intelligent sentence segmentation algorithm, preventing frequent interruptions. |
| Low-latency Response | Voice output latency is as low as 1500ms. |
Method 1: Conversation Workflow Canvas | Build a Conversation Workflow | Supports building AI Agents by visually designing conversation workflows on a canvas without writing code. |
| Conversation Node | Plays a script, listens to and classifies user responses before branching. Supports both fixed scripts and intelligently generated scripts from large models, supports attaching WAV/MP3 audio files to replace synthesized speech, supports configuring scripts to be interruptible or non-interruptible. Unmatched responses are routed to the "Other" branch. Response classifications can be saved as Tags and written to call records. |
| Slot Extraction and Follow-up | Supports extracting values such as phone numbers, order IDs, and names from user speech and binding them to named variables, which can be referenced downstream using ${slot_name}. Supports extracting multiple slots in a single turn and only prompting for missing items. When a user explicitly refuses to answer, the flow proceeds to the "Skipped" branch. |
| API Call Node | Supports calling external APIs to exchange data with business systems during a call (for example, querying orders, writing back results). |
| Variable Assignment Node | Supports explicitly writing to or updating variables within a workflow, setting default values, derived values, and normalizing slots. |
| Conditional Node | Supports branching based on variable values using comparison operators for if / else if / else logic. |
| Business Hour Node | Supports branching based on date, time, and time zone, distinguishing between working hours and non-working hours. |
| Keypad Node | Supports collecting numeric keypad inputs (0–9, *, #), applicable for menu-based branching, verification code/PIN entry, or numeric data collection. |
| Agent Transfer Node | Supports transferring the call to an Agent skill group. |
| AI Agent Transfer Node | Supports transferring the call to another AI Agent (conversation flow or custom model) while retaining the conversation history and variables. |
| End Call Node | Supports terminating the call after a closing message is played. |
| Knowledge Base | Supports building a knowledge base for the AI Agent, which applies to the entire Agent and serves as a knowledge source for responses. |
| Test Conversation Workflow | Supports testing the conversation workflow before it is officially launched. |
Method 2: Proprietary Model Integration (LLM) | Integrate External Models | Supports integration with third-party or enterprise-owned large language models (for example, Deepseek V3), where the model is responsible for dialogue understanding and response generation. |
| Edit Conversation Content | Supports editing the AI Agent's dialogue content and conversation policy using prompts. |
| ASR Speed | Supports controlling ASR speed by adjusting the system wait time. A shorter wait time results in faster responses but may increase the probability of interrupting the user. A wait time of 700 ms is recommended. |
| Interruption Sensitivity | Supports adjusting the difficulty level for interrupting the AI. A higher sensitivity makes it easier for the user to interrupt. A sensitivity of 500 ms is recommended. |
| Handle User No-Response | Supports setting the prompt interval (default: 10 seconds), the number of prompts (default: 1), and the reminder message. The call is automatically disconnected if the user does not respond within the specified time (default: 30 seconds). |
| Call Control - Hang Up | Supports customizing call termination conditions, which are triggered by the call_end command. The AI Agent automatically terminates the call based on the conditions. |
| Call Control - Transfer to Agent | Supports configuring the name, transfer conditions, and target skill group, which is triggered by the transfer_call command. Multiple skill group routes can be added to achieve intent-based routing. This capability relies on the large model's Function Call capability and requires prior completion of member management and skill group management configuration. |
Calling method | AI Agent Outbound Call | Supports initiating outbound calls by the voice AI Agent. |
| AI Agent Inbound Call | Supports handling inbound calls from users by the voice AI Agent. |
Data and Analytics | Call Records and Recordings | Call records and recordings of the AI Agent can be viewed in the service log after the call ends. |
| Recording to Text | Supports viewing and obtaining the results of call recording transcription. |
| Conversation Latency | Supports viewing latency data on the call details page, or obtaining it via the "Get AI Latency" API. |
| Post-Call Structured Extraction | Supports structured extraction of call content by a large language model after the call ends, with the results automatically transmitted to the enterprise business system. |
| Post-call Tag | Supports creating post-call Tags through the dialogue flow or an external large language model. |
Scenario templates | Application scenario templates | Provides out-of-the-box scenario templates for voice notifications, lead generation, feedback collection, customer support, and more. |
Developer capabilities | Speech AI Agent APIs | Provides Speech Intelligent Agent server-side APIs, supporting integration with enterprise systems. |
API Category | Description |
Agent APIs | APIs related to agents. |
Skill Group APIs | APIs related to skill groups. |
Number APIs | APIs related to numbers. |
Dual Call APIs | APIs related to dual call. |
Predictive Outbound Call APIs | Predictive outbound call APIs, supporting algorithm-driven optimization of staff scheduling. |
SIP Phone APIs | APIs related to SIP phones. |
Outbound Call APIs | APIs related to outbound call. |
Call Service Record APIs | APIs related to call service records. |
Speech Intelligent Agent APIs | APIs related to voice AI Agent. |
Billing APIs | APIs related to billing. |
Other APIs | Other APIs. |
Desk Server-Side API | Desk server-side APIs, to be used in conjunction with callback configuration. |
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