WOCOM Capability Statement & System Specifications

Cloud PBX — hosted business phone system

Flexi-SIP Trunk — SIP trunking

WOCOM AI Virtual Receptionist ("Alex")

Cloud Contact Centre

Monitoring modes are subject to the agency's own notification and consent policy; recording and monitoring notices are configurable.

Connectivity & network

Call Centre Monitoring — the Command Centre

A single live screen showing every call in progress — the caller, the agent who answered, the ring group or queue it arrived through, the call state and a running timer — filterable so a supervisor can find one call on a busy tenant. From any live call row a supervisor can escalate through three monitoring modes:

The supervisor's own monitoring extension is set per session, and monitoring rights are controlled by role. Alongside the live view, a supervisor tab covers queue and agent state, and a wallboard can be displayed on a floor screen.

Customer surveys

Post-call surveys capture the caller's opinion of the service they received and report it per agent, per queue and over time. Because surveys sit next to AI call scoring, an agency can separate two different questions: whether the caller was satisfied, and whether the call followed the required process. A high survey score with a low AI score points to a well-liked agent who is off-script; the reverse points to an agent who says all the right things and still leaves callers unhappy. Surveys are optional per queue, since they add time to every call.

AI-captured call data — in your own portal

Everything the AI receptionist captures on a call is written to the agency's own portal and available there immediately — nothing has to be requested from WOCOM:

• Caller name, callback number and the message taken, in full
• The reason for the call and any details the caller gave — order, account, reference or case number
• Full call transcript and an AI summary of what was discussed
• Call recording, where recording is enabled
• Appointments booked by the AI, with type, date and time
• Whether the call was answered, transferred, or ended with a message taken
• Sentiment and call score for the interaction

Records are searchable and filterable by date, number, department or outcome, exportable to CSV/PDF, and can be pushed onward as they arrive — email and SMS notification to the responsible officer, or written straight into the CRM record. The same data feeds the AI call scoring reports below.

Routing path — per-call verification

Every call carries a routing path: a step-by-step record of the route it actually took, from the number dialled through each auto-attendant selection, ring group, queue, extension, overflow, AI receptionist hand-off, transfer, voicemail or hang-up — with the seconds spent at each hop. It is presented as a readable strip on the call record, with a detail view showing timings and any loops. This is the evidence trail for verifying that a specific call arrived, where it went, who it reached and how long each stage took — used for caller disputes, service-level verification, complaint investigation and proving that a routing rule behaves as specified.

Department access — supervisors see only their own department

Extensions, agents and queues are assigned to departments, and access is scoped to that assignment. A departmental supervisor signs in and sees their own department only — not the rest of the agency:

• Live monitoring limited to calls belonging to their department's agents and queues
• Listen, whisper and barge available only on those calls
• Call history, recordings and transcripts filtered to their department
• Reports — including the By Department AI scoring report — scoped to their own team's figures
• Surveys and sentiment alerts for their department's calls
• No visibility of other departments' calls, agents, recordings or results

Above that, an agency administrator sees every department, and a supervisor can be granted more than one department where a unit spans several. This matters where different divisions of the same agency handle information that should not be shared laterally — HR, finance, investigations, or a public-facing unit — and it is set by role rather than by trusting people not to look.

Security & audit logging

A security log records administrative and user activity — who did what, where and when: sign-ins and failed sign-in attempts with source IP address, configuration changes (extensions, routing rules, queues, users and permissions), access to and playback or download of call recordings, report exports, and monitoring sessions. Entries are timestamped and attributed to a named account, retained for the agreed period, filterable and exportable for internal audit, investigations or a compliance review.

Customised CRM — mapped to the agency's internal process

The built-in CRM is not a fixed template. It is configured to mirror the way the agency actually works, so staff record a case the way their procedure already describes it rather than translating it into someone else's software:

• Custom record types, fields and picklists matching the agency's own terminology and forms
• Workflow stages mapped to the real internal process — intake, assignment, escalation, approval, resolution, closure
• Routing and ownership rules so a case sits with the correct officer, unit or department
• Calls, recordings, transcripts, AI summaries and the routing path attached to the customer or case record automatically
• Click-to-call and screen-pop — the record opens as the call is answered
• Tasks, follow-ups and callback reminders driven by call outcomes, including missed calls
• Role-based visibility so departments see only their own records
• Reporting on the agency's own stages and outcomes, not generic sales pipeline metrics
• Integration with an existing CRM or line-of-business system where one is already in place

Process mapping is carried out during onboarding as a requirements workshop; the resulting configuration is documented and signed off before go-live.