Desktop UCC Apps
The pascom desktop app is your personal business communications hub and delivers a huge range of functionality. Along with enabling team collaboration, the pascom desktop app is the ideal app for providing your callers with excellent customer service.
- Inbuilt UCC Softphone.
- Desktop App for Windows, Mac & Linux.
- Every employee has instant access to UCC tools.
- Unified user experience across all apps and devices.
Mobile Apps for iOS & Android
GSM Fallback, Fixed Mobile Convergence (FMC)
The pascom apps are available in a number of languages. Team members can simply select their preferred language without affecting their workflows and allowing them to collaborate with ease with international colleagues.
Let your colleagues know when you are available, where you’re working from and when you’re in a meeting and don’t want to be disturbed. Through using presence, the efficiency of your teams and how they collaborate can be greatly improved.
These days Instant Messaging is the new e-mail. Why? Because it’s quick and effective. All chats are automatically synchronised across all your apps allowing you to start chatting on your desktop and to continue on your tablet or smartphone.
Share information quickly and efficiently with entire teams with team messaging and “always-on” team messaging channels. Break down information silos by grouping users into departments, teams or projects.
With pascom’s inbuilt video conferencing tools, starting a face-to-face multi-user video call is as simple as clicking a button. Start and join meetings from your from your desktop or mobile app and visually bring your remote teams closer and more connected.
- Improve online meeting effectiveness with video
- Face to Face Video Calls
- Instantly start video meetings with project teams and departments
- Excellent HD quality on all platforms
Online Web Meetings
Drive engagement with screen sharing
Quickly share information with File Sharing
Central to effective employee communication is the contact list, in which all your colleagues, chats, teams, queues, and much more are found. The favourites function and extensive filter options make keeping everything organised simple.
Workspaces & Hot Desking
Hot Desking and workspace selection is ideal for hybrid working, Call and Contact Centres as well as open plan offices. Simply select the workspace where you are currently working and automatically take control of all the telephony devices assigned to the workspace and start making and receiving calls on your office number.
Never miss an important message again with pascom’s Voicemail system. Every user and team can have their own voicemail and all messages are automatically converted and send directly to your or the assigned e-mail address.
These days the fax machine has gone virtual and every user can have one. Automate your fax sending with folder monitoring and automatic PDF conversion and fax-2-e-mail all of which make bulky old school fax machines a thing of the past.
Call Logs & Phone Book
Never overlook an important call again. The pascom call journal provides every user with a complete call history to follow and manage customer contact events. Each call log includes a detailed overview of the entire call flow allowing you to see who contacted you and whether they called direct or via a team.
- High performance search to find calls again.
- Extensive filter options for a personalised overview of your all your calls.
- Initiate callbacks direct via the call history.
- Automatic, seamless data synchronisation across all apps.
Team Call History per Queue
End-to-end phone system call flow visualiser
Gain the optimum overview of your calls using the call history filter options. Define call ditects, call results, and origin etc. in order to personalise your call journal to meet your requirements.
Confidently provide information about the last 3 calls from a customer, with whom they spoke and for how long to significantly improve how you and your team communicate with customers.
historical call data
Instantly access historical call data. Time, date and duration, even how long the caller waited in the queue plus which employee spoke to the caller and much more is at your fingertips.
for all your call data
Alongside call details, each call journal entry includes much more informatuon. Access voicemail messages, call recordings, call lables as well as information from the phone book.
Global and private user phone books
Benefit from fully integrated phone books including company and private phone book contacts, giving your entire team access to customer contact data from anywhere, on all platforms, apps and devices regardless of data source.
- Fully synchronised contact data across all apps and devices.
- Phone book menu available even on hardware VoIP phones.
- Speed dials simplify every day workflows.
- Detailed caller identification on all apps & devices.
Harness the full potential of your corporate contacts
Add your own contacts in your private phone book
pascom Call Queues (Teams)
Professional Collaborative Contact Centres require call queues
The pascom Teams feature provides a high performance collaborative call queueing system to transform employees to professional customer call agents. Precisely configure your team queues to match your business' exacting requirements and expertly manage customer calls while giving your employees all the tools they need to work together effectively and deliver the very best in customer experience.
- Whether sales or technical support, create caller focused experiences.
- Detailed team overviews over calls and available agents.
- Add value to your callers with appropriate music on hold, informative prompts and announcements.
- Unified User Experience across all pascom Apps.
pascom Teams - flexibiltiy that meets your needs
Monitor waiting callers
agent log in / out
Give your team members the freedom and flexibility to dynamically log out of teams when they should not be disturbed by queue calls and log back in once they are available again.
agent pause reasons
Setup pause reasons for users and agents, which can be used for short breaks such as post-processing, coffee breaks etc. Pausing queue membership stops all calls being routed to the user.
for every scenario
Timeouts, call strategies, call weighting are just a fraction of the options available. Check to see if the queue is full or whether any agents are logged in and use this information to trigger specific actions.
Turn users into
expert call agents
Add users as queue members and at the same time assign priorities which then influences the call strategy when routing calls to your call agents, determining which agents should receive calls first etc.
pascom User Management
Adding users to pascom
Companies of all sizes can profit from the professional user management that a UCC telephony solution delivers. The pascom phone system includes a wide range of options to add users to your system.
- Add an unlimited number of users.
- Countless highly flexible & customisable user options.
- Simple user onboarding and account setup.
- Places users at the centre of your communications from phones to mobiles and much more.
Import users via 3rd integrations
Invite users direct from the phone system
to users not devices
Traditional phone systems had extension numbers assigned to devices not the user. With pascom, each user has their own internal extension on which they are available across all their devices. This greatly simplifies mobile integration and workspace management for both the user and the phone system admin.
Authenticate users against 3rd party applications such as Microsoft Active Directory and LDAP. This ensures users only require a single password for all systems and allows you to add more security by implementing company wide password policies.
Assign users with differing permissions in order to effectively control access, share tasks and ensure data security. From system administrator to phone book manager, a wide range of levels are at your disposal to cover any scenario.
From device management and timeouts to performing actions according to variables and conditions and routing to calls to Voicemails (or queues, IVRs, etc) and so much more, pascom offers an almost countless number of ways to customise user settings to match every need.
Desktop Computer Integrated Telephony (CTI)
Flexibility built around you
The key all good business communications solutions is that you don’t have to adapt the way you work to the solution, but rather the solution adapts to the way you work. With the pascom phone system CTI features, you have complete control over all your devices and can configure them according to your preferences.
- Extensive range of device management controls for users and admins.
- Work faster & more efficiently with user defined shortcut key.
- Remote control hardware and mobile phones from the desktop app.
- Stay in control of all devices, in the office, home office and on the go.
Find Me Follow Me Device Management
Click 2 Dial
Make calls directly from your CRM, ERP and MS Outlook apps with the pascom TAPI driver. Our TAPI app enables the dialing function of your 3rd party applications and means you can make calls using whichever IP enabled phone you are currently using.
Use your smartphone as a replacement for your desk phone and conviently control your mobile devices directly from your desktop. This allows users to combine the comfort of the desktop app with the freedom of their mobile and provides users with considerably more flexibility when performing their everyday workflows.
Use the pascom desktop app to control your desktop phone. Simply start a call from the pascom app and your phone will automatically start the dial and call setup process, eliminating the need to dial manually or perform number look ups on the phone.
Replace your desktop phone and increase user comfort with pascom’s inbuilt softphone and accept and end calls directly on headset. In addition, volume controls are also available and especially users who make many and/or longer phone calls will benefit from greater comfort compared to a desktop phone receiver.
Effortlessly integrate your communications infrastructure
No matter where you and your team work, in the office or at home, VoIP endpoints are ever present. From headsets to VoIP phones, DECT solutions to analog phones and even fax machines, modern business communications require a complete fleet of endpoints. Integrating these devices into your pascom phone system is simple and is quickly done via pascom’s pre-configured provisioning templates which is definite plus for phone system administrators.
- Supported vendors such as Snom, Yealink, Mitel and Gigaset.
- Connect DECT systems, desktop and mobile VoIP devices, fax machines and more.
- Integrate analog faxes & phones etc via VoIP gateways and ATAs.
- Centrally manage all devices in one place.
Zero Touch Provisioning
Customisable Default Configurations
Keeping endpoint firmware up to date is essential for performance and security, but the ongoing management can be especially frustrating for IT administrators. The pascom phone system allows you to centrally manage all your firmware files & roll them out to all compatible devices with a single click.
your desktop phone
Incorporate your corporate image into your employee desk phones and personalise the look of your endpoints. Perhaps you’ve always wanted to incorporate and promote your brand on your phones or even roll out different designs for different company teams - the options are almost limitless.
Door Intercom Integration
Boost building security with a SIP enabled door intercom which enables you significantly strengthen access control. When visitors ring the bell on the intercom, your team will then receive a call via the pascom apps, talk to the visitor via audio and monitor the office guest via video before permitting access.
Keys in the pascom app
Configuring BLF line keys used to be complicated and time consuming. With the pascom app, your employees can quickly and simply edit and manage their BLF keys to suit their needs and everday workflows.
Create amazing customer experiences
Greet, inform and guide callers
To make a lasting impression on your calls, it’s important to keep a few basics in mind. Greet all your callers professionally and guide them effectively as they start their in-call journey. Provide callers with useful information about products, services, offers, and company events. Ask questions and add interaction points to help callers reach their goal quicker and provide agents with relevant information to boost customer service. With the pascom phone system, all the necessary tools are at your fingertips.
- Integrated prompts system to manage all your prompts.
- Add professionally recorded custom prompts or record your own on the fly.
- Organise prompts for multiple languages.
- Add caller focused playlists to suit each requirement.
Database of pre-recorded system prompts
Music on Hold (MoH) playlists
for international callers
Organise your prompts in language packets, which are then automatically activated when the corresponding channel language is set per call. This allows you to deliver the same customer experience to callers from every market where your business operates.
for quality control
Continually review your customer service quality and training requirements with call recordings with pascom’s inbuilt recording system. Either start call recordings manually or create automatic recording rules and define how you want recordings to be archived according to your requirements.
Need a new prompt quickly or want to add a more personal note to your announcements? Simply create prompts on the fly using the inbuilt prompts system. What’s more, the prompts can be re-recorded using the share code and the new recordings will be automatically available where they are needed.
Simply upload your professionally recorded prompts to your pascom phone system. The export function allows you to easily create a backup of all your custom prompts which is especially useful should you need to re-import your prompts again or add them to other pascom phone systems.
Intelligent Call Routing
Expertly manage call flows with versatile call routers
The pascom phone system’s call distribution system includes intelligent call routers which automatically route callers through the phone system. pascom’s call routers can set and handle a wide range of actions, call routing options, elements and functions. At the same time, call routers can also perform condition checks and automatically make decisions.
- Create call routing options and forwarding.
- Add actions to trigger events.
- Automatically check conditions to automate decision making.
- Route callers using Call Labels, e.g. VIP Customer.
Opening hours, public and company holidays
Manually intervene in call flows with extension switches
Deliver the best in customer service and customer experience by leveraging the strengths of your employees and routing callers by matching caller needs with employee skills. This enables a targeted, customer focused approach to call flow management and allows you to connect callers with the most suited available employee based on their skills, e.g. product knowledge, technical ability and even language.
Interactive Voice Response (IVR) menues are an essential aspect of engaging and interacting with your callers. Learn where your callers want to be connected to. pascom’s phone system IVR menu tools can be highly customized to meet your business need, allowing you to pre-qualify callers in advance through options menus and data entry options as well as provide self-service options.
Attach additional information to your business contacts in the form of call labels. Info such as customer number, SLA level, VIP customer and more can be used to route callers more effectively. For example, important VIP customers can bypass the IVR menu and be directly connected to a VIP customer care manager.
Setup action templates which can then be quickly applied to users, queues and even IVR menus. This eliminates repititive data entry tasks and significantly reduces the amount of administrative resources required when, for example, new routing actions have to be configured for tens or hundreds of users.
Trunks & Providers
pascom SIP Trunk
Get started in minutes with the pascom ONE all-in-one business communications solution. Our integrated pascom SIP trunk is available for immediate use and can of course be upgraded to suit your business with additional numbers either booked directly from us or by porting your business' fixed-line phone numbers from current VoIP provider to pascom.
- Setup single phone numbers or complete Direct Dial (DID) number blocks.
- All essential features included e.g. Clip No Screening.
- Simple, intuitive telephone number management.
- Currently only available for customers in Germany.
SIP Provider Database
One Number Concept
for multiple locations
Operate a multi-location business that uses multiple SIP trunks / providers? With the pascom cloud phone system, adding more trunks from multiple providers is simple and easy to do. Simply add the trunks and providers you need and start benefit from a centralised business communication solution that’s available globally via the cloud.
Inbound & outbound
Control how your callers contact your team and how your users contact customers. Call rules link your actual business phone number(s) with your internal extensions. Use variables to further define your call rules exactly according to your business model and customer expecations.
Block any source or destination number, e.g. 09 premium rate numbers (UK), international calls, specific extensions and more. Alternatively, instead of blocking certain outbound calls, simply PIN protect certain destination numbers and allow only specific user groups to dial these routes using the PIN.
Define extension ranges, setup of call forwarding rules or modify phone number signalling. Set channel languages to influence system prompts for international callers. With the pascom phone system, all these configuration options and many more are at your disposal.
Security & Date Protection
Encrypted Voice and Data connections
All your business communication data that you share with users via the pascom phone system is secured using the latest encryption technology. Constant internal system monitoring ensures eventual problems are identified and reacted to quickly. In addition, pascom’s inbuilt Session Border Controller (SBC) secures data sharing via the Internet.
- Secure telephony and data sharing encryption.
- Integrated automatic system health checks.
- Relevant system event reporting.
- Multilple Data Protection certifications.
Flexible Roles and Permissions System
Integrated Session Border Controller
The pascom VPN connector provides you with access from the cloud to services in your local network. This allows you to, for example, authenticate users against a local Active Directory installation or import customer contact data from your onsite ERP / CRM systems.
Data Protection Standards
Everything regarding the topic of Data Protection and IT operational security in the pascom cloud is public for your viewing. Everything from our ToMs to our ISIS12 (CISIS12) and TüV certifications are available online. All documents and a number of FAQs can be found here.
Our integrated system integrity checks (system health checks) constantly monitor and check the status of your cloud phone system. Should any issues be identified, you will then be notified and informed.
Alongside username and password authentication, users can also be authenticated agains external 3rd party applications via LDAP. Furthermore, the pascom Mobile App onboarding process is secured thanks to QR code pairing.
Administration & Maintenance
Multi-session administration from anywhere
The pascom admin UI is accessible via the Internet from anywhere which is particularly beneficial when quick reaction times are needed to meet setup, implementation or resolution of requirements. The multi-session access capability permits multiple admins to access the web UI at the same time and coordinate their work when making system critical adjustments.
- A central space for all pascom phone system settings.
- Job collector for system critical modifications.
- Intelligent search to quickly find settings and values.
- Total control over every aspect from anywhere.
Stay informed with pascom cloud monitoring
Backup & Restore
The pascom admin GUI job collector collects and writes all your system critical changes to a database. This ensures you can make system changes and then apply all the adjustments at once, when for example the business day has ended and no active calls will be disrupted.
guides & templates
The pascom phone system is designed to be admin and user-friendly meaning you and your team can profit from our step-by-step guides which help you get your phone system setup in just minutes. A range of pre-configured templates greatly simplifiy the setup process, so much so that even non-admins are able setup SIP trunks and VoIP desktop phones.
The pascom REST API delivers a completely new way of controlling and maintaining your pascom phone system and allows you to setup and manage the flow of business data from the pascom phone system to 3rd party applications where the information is made available for further processing.
The pascom phone system has an inbuilt e-mail server which can be used to take care of all notifications for, for example, voicemails, call recordings, status notifications and much more. Of course, it is also possible to connect your exisiting e-mail server to perform these tasks.
Expert Reporting with Analytics Dashboards
The pascom phone system Grafana integration enables you to filter and analyse all the data relating to your business communications. The analytics dashboards make interpretating your call data easy and ensure that you have quick to hand access to al the information required for reporting purposes.
- Real-time dashboards for global performance monitoring.
- Team dashboards for queue performance measurement.
- Export reports directly from pascom Analytics.
- Customisable charts, diagrams and many more objects.
Team dashboards for call queues
Searching, filtering and analysing critical data is essential to effective decision making. pascom’s analytics filter tools enable you to break down all your data to specific time frames, calls to queues and even employees, ensuring you can create targeted reports that are important to your business.
Call flows provide information regarding which user had contact with specific callers and allow you to better understand the flow of the call in terms of transfers and forwards in order to further fine tune your operations, identify potential call distribution issues.
pascom’s Analytics provides team leaders, line managers and supervisors with an overview of individual user performance. Evaluate, for example, performance in queues, their reaction times, how often they transfer calls and call resolution times in order better assess employee skills and any training requirements.
Use the pre-configured dashboards as the building blocks to create your own custom dashboards that are bespoke to your business requirements and goals. Once created, your new wallboards can be populated with performance data, charts and flow diagrams that can be used in your reporting.