Voice Features
Maqsam Voice AI Agent
The Maqsam Voice AI Agent is a Generative AI-powered voice assistant that understands natural language, responds like a human, and adapts to different conversation styles. The Voice AI Agent is designed to improve customer interactions, streamline ...
Dialer Health Check Guide
The Dialer Health Status system monitors your audio quality and internet connection in real time, providing instant feedback to help you maintain high call quality. It focuses on two key areas: Audio Quality and Internet Connection. This guide ...
Agent States
Maqsam provides a set of agent states to log and monitor agent activity in real time from the Live Page: Available – Agent is ready to take calls. Busy – Agent is currently on a call. Away – Agent is temporarily away from their workstation. Absent – ...
How to Use the Campaigns Feature
The Campaigns feature allows you to automate outgoing calls to a large audience, saving time and maximizing reach. This article outlines how to create, manage, and provide the necessary details for setting up a campaign. How Campaigns Work ...
How to Stop Your Dialer from Going Inactive
By default, Google Chrome and Microsoft Edge browsers automatically place inactive tabs into a sleep state after one hour of inactivity, suspending all activities for those tabs. If the Maqsam Dialer tab enters this inactive state, it may disrupt ...
Status of The Calls
You can filter for the calls by their types or states by going to calls page and clicking on “Filter”. Below are the meanings of the calls states. Filter based on Type Inbound Calls Outbound Calls Campaign Calls: Calls done through the campaign API. ...
Conferences
Our Call Conferencing API allows you to seamlessly conference multiple parties together on a single call with the ability to hide each party’s number from the other party (call masking) for higher privacy measures. This page will allow you to filter ...
Inquiries
With our Inquiries API you can trigger automated outgoing calls that play the audio file of your choice and capture the recipient input. Once the call ends our servers will return all the data related to each call to the call back URL you set. This ...
Unserviced Calls
Unserviced calls are the state of a missed opportunity for your business. Maqsam allows you to manage unserviced calls effectively so that you never miss an opportunity to connect with your customers. This tab lists all the calls that were dropped, ...
After Call Work (ACW)
After Call Work (ACW) refers to the time that an agent spends after a call has ended to complete any necessary tasks or notes related to the call. ACW is a feature that allows agents to complete their tasks without having to worry about receiving a ...
Call Recordings
Call Recordings can be accessed directly from the Calls Page by the end of the table where an admin can listen and download all call recordings and an agent can only access call recordings to the calls they made. Call recordings can be accessed from ...
Internal Calls
Internal calls are direct user-to-user calls used by the company to make communication easy across departments or across borders if the company has offices in more than one country. Internal Calls Details Admins can request to have this feature ...
Call Transfers
Call transfers in call centers involve redirecting a customer's call from one agent to another to ensure effective assistance and resolution of their needs. This feature enables the efficient allocation of resources and expertise, resulting in a ...
Call Tagging
Maqsam's tagging feature allows you to classify your calls in a customized label. A tag is a label that identifies the category for calls which allows filtrations for calls based on these tags. Administrators and supervisors create tags for agents to ...
Recent Articles
How to Clear Your Cache for Latest Updates and Fix Errors
? Why Clear Your Cache? Sometimes, your browser might store outdated information (e.g., image and scripts), causing display issues or preventing recent updates from showing up. Clearing your cache can help you see the most updated version on your ...
IVR: Rule-Based Routing
? Overview The Rule-Based Routing step directs incoming calls to the agents based on specific criteria, such as the caller's phone number or their status in the system's phonebook, enabling customized call flows. ? Rules ↩️ Routing Criteria Calls ...
IVR: Menu Step
? Overview The Menu Step is an interactive decision point in the IVR call flow, presenting callers with audio-prompted options and routing calls based on their keypad input. Example: A welcome message like "For sales, press 1; for support, press 2" ...
IVR: Sound File Step
? Upload or select a file from the library The Sound File Step plays an audio file during an IVR call flow, such as a greeting, announcement, or instructional message, before proceeding to the next configured step. ⚙️ Configuration ? Sound File ...
How to Find My Organization Name?
When logging into Maqsam, you will be asked to enter your Organization Name. This is the unique identifier for your company or team’s account on Maqsam and you’ll need it every time you log in. Entering it correctly is essential to accessing your ...