Type: MondaGo

Go Wallboard

Published on November 6, 2020

Go Wallboard is a lightweight, easy to install and cost effective ACD Wallboard for the Broadworks Call Center solution for use on a PC.

Go Wallboard is a separate client application within the Go Integrator product suite that displays live statistics of a Broadworks Call Center. It makes a direct connection to the Broadworks server using the XSI protocol over HTTP/S. No server is required at either the customer site or in the cloud. The statistics displayed are a mixture of statistics from the Broadworks server and those calculated by the application itself.

Up to six browser connection can also be made to the host PC, mirroring the information of the currently active wallboard. This is designed to enable remote viewing of Wallboard statistics from any browser enabled device including Smart Tvs.

Statistics are available by Queue and Agent, for example:

Queue Level Statistics

Agents Available

Number of agents available to take a call

Average Queue Time

Average time a call was ringing before it was picked up

Average Talk Time

Average time an agent spent on a call (excluding ring time)

Abandoned Average Wait

Average time a call was ringing before it was abandoned

Agent Level Statistics

Agent name

Name of agent in queue

Agent Status

Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up

ACD Calls

Total inbound queue calls received by agent

Outbound

Total outbound calls made by agent (includes internal calls)

Views

A number of different views are available. Find the one that suits your needs.

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Go TAPI

Published on November 6, 2020

Go TAPI provides a first party (single line) or third party (multi line) TAPI driver for use Broadworks. Go TAPI is delivered as standalone installation disks and, once installed, provides a convenient utility available from the Windows system tray for configuration and monitoring of the driver.

What is TAPI?

TAPI is a Microsoft defined API and stands for Telephony Application Program Interface. Go TAPI allows a PC to monitor and control extensions on a Broadworks communication system while providing a TAPI interface to a TAPI compliant application.

Who Uses TAPI?

TAPI is most frequently used by application developers so that they can build telephony features such as screen popping and click to dial natively into their applications.

Why Use Go TAPI?

Mondago are an experienced provider of TAPI drivers and has worked with a large number of TAPI compliant applications, often assisting application developers with their own implementations. When combined with Mondago’s proven XSI interface it makes for an effective and reliable product.

Features

First party / Single line V2 TAPI driver

Monitors and controls a single user’s extension and makes events and actions available through a locally installed driver on the user’s PC desktop

Third party / Multi-line V2 TAPI Driver

Monitors and controls a multiple users extensions and makes events and actions available through a driver installed on an application server

TAPI Tray Monitor

The TAPI Tray Monitor allows the user to see the current status of their TAPI connection at a glance, as well as providing the ability to restart the Go TAPI Broadworks Service in the event of a problem

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Go Integrator v3

Published on November 6, 2020

Go Integrator is a client only product set, with a range of software clients designed to deliver unified communication and CRM integration features with a selected range of hosted telephony platforms.

Features

Call Control

Go Integrator v3 enables the user to easily control their handset with the click of a mouse with Make call, Answer call, or Transfer call

Click-to-dial

Webpage dialing, clipboard, TAPI, and application dialing are just some of the possible dialing techniques available

Address Book

Address book allows a user to simultaneously search the contact directories of all integrated business applications and call or pop a contact from the results

Screen Pop

Screen popping allows a CRM contact record associated with an inbound caller’s number to be opened simply by clicking an icon shown in the preview window

Call History

Call History window contains a list of a user’s recent calls and allows the user to Call back or Pop contact record

Presence Window

Presence window allows users to see the extension status of their colleagues

Integrations

Link your CRM or business database with your telephone system to know who is calling and to quickly get their details on screen

Agent Features

A dockable toolbar provides a simple way for a Call Center agent to change settings

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Go Integrator Chrome Extension GICE

Published on November 6, 2020

Go Integrator CE (GI-CE) is an extension for the Google Chrome browser providing a feature set similar to the Go Integrator desktop client.

GI-CE is a lightweight, easy to install (and update) version of Go Integrator designed for users who predominantly work in a browser environment. It offers the same feature set and interface across PC, Mac and Chromebook (intel based) platforms.

GI-CE now supports Activity Logging feature in Salesforce CRM application. Preview this integration to the right

Features

Call Control

Go Integrator v3 enables the user to easily control their handset with the click of a mouse with Make call, Answer call, or Transfer call

Click-to-dial

Webpage dialing, clipboard, TAPI, and application dialing are just some of the possible dialing techniques available

Address Book

Address book allows a user to simultaneously search the contact directories of all integrated business applications and call or pop a contact from the results

Screen Pop

Screen popping allows a CRM contact record associated with an inbound caller’s number to be opened simply by clicking an icon shown in the preview window

Call History

Call History window contains a list of a user’s recent calls and allows the user to Call back or Pop contact record

Presence Window

Presence window allows users to see the extension status of their colleagues

Integrations

Link your CRM or business database with your telephone system to know who is calling and to quickly get their details on screen

Agent Features

A dockable toolbar provides a simple way for a Call Center agent to change settings

Other popular CRM integrations

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Go Operator

Published on November 6, 2020

Go Operator is a full screen PC Attendant Console designed to manage the distribution of large inbound call volumes.

It also incorporates many of the benefits of Go Integrator v3.

Features

Call Control

Go Integrator v3 enables the user to easily control their handset with the click of a mouse with Make call, Answer call, or Transfer call

Click-to-dial

Webpage dialing, clipboard, TAPI, and application dialing are just some of the possible dialing techniques available

Address Book

Address book allows a user to simultaneously search the contact directories of all integrated business applications and call or pop a contact from the results

Screen Pop

Screen popping allows a CRM contact record associated with an inbound caller’s number to be opened simply by clicking an icon shown in the preview window

Call History

Call History window contains a list of a user’s recent calls and allows the user to Call back or Pop contact record

Presence Window

Presence window allows users to see the extension status of their colleagues

Integrations

Link your CRM or business database with your telephone system to know who is calling and to quickly get their details on screen

Agent Features

A dockable toolbar provides a simple way for a Call Center agent to change settings

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